Forum Discussion

AshMcKay's avatar
AshMcKay
Tuning in
9 months ago
Solved

Direct Debit not taken from new customer - urgent help required

Hi, I really hope a mod can help with this issue. I have recently moved from Sky to Virgin and I set up a direct debit so my Virgin bill could be paid automatically, I received confirmation of this via email. Today I have received a message from Virgin stating my bill is overdue and they have charged me £7.50 for late payment. No payment has been taken from my bank so I need to know why this happened and how I can be refunded for the £7.50. There are no errors on the direct debit information. What do I do now? Please can someone from Virgin assist? It's been a horrible experience moving to Virgin so far.

  • Hi AshMcKay, thank you for your response.

    In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

    If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

    Regards,
    Daniel

  • Hey AshMcKay, thank you for reaching out and a warm welcome to the community.

    Did you set this up with the bank or did you set this up twice so for example your direct debit was set up with the account and then you re did it with the bank?

     

    • AshMcKay's avatar
      AshMcKay
      Tuning in

      Hi Matt, thanks for the reply. It was set up as part of the account creation process when I signed up and definitely not set up twice. I got the email confirmation from Virgin for the direct debit so I never thought to check my bill as I thought this would be paid automatically thanks.

      • Daniel_Et's avatar
        Daniel_Et
        Forum Team

        Hi AshMcKay, thank you for your response.

        In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

        If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

        Regards,
        Daniel

  • This issue was 100% sorted out to my satisfaction and had occured due to my error. Daniel was very helpful and we got my mistake sorted. Thank you!

    • Zach_R's avatar
      Zach_R
      Forum Team

      Hi AshMcKay,

      That's great to hear. I'm glad my colleague was able to help address and resolve your concerns.

      Please do let us know if there's anything more that we can help you with.

      Thanks,