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LoydKim1234's avatar
LoydKim1234
Tuning in
22 days ago
Solved

Duplicate Payment Issue: Pre-Paid on 4 November and Auto-Payment on 6 November

Hello,

I would like to request assistance regarding a duplicated payment on my Virgin Media account.

I made a pre-paid payment using my credit card. However, an automatic payment was processed again, resulting in two payments for the same billing period.

Since this appears to be a duplicate charge, I would like to request a refund for one of the payments.
Could someone please advise on the next steps or direct me to the appropriate team who can help resolve this?

Thank you in advance for your support.

  • Kath_P's avatar
    Kath_P
    22 days ago

    Hi LoydKim1234, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you've accidentally made 2 payments to us. When you have a continuous method of payment set up, we'd advise not to make manual payments. This is because any continuous method will still be billed. 

    When making a manual payment, it does advise that if you have a continuous method of payment set up then this will still be taken as normal. 

    The additional payment that you've made will go onto your account as a credit and will come off your next bill that's due to be generated. 

    If you have any further issues, pop back and let us know. 

    Many thanks, 

5 Replies

  • Tudor's avatar
    Tudor
    Very Insightful Person
    22 days ago

    VM process auto payments at least 5 days before they are due, so if you pay in the intervening days you get a duplicate. Also I think even if you pay before this their system is not very intelligent and will still schedule an automatic payment. I believe you will not get a refund, just your bill will be adjusted so you do not pay next month.

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        22 days ago

        Hi LoydKim1234, 

        Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

        We're sorry to hear you've accidentally made 2 payments to us. When you have a continuous method of payment set up, we'd advise not to make manual payments. This is because any continuous method will still be billed. 

        When making a manual payment, it does advise that if you have a continuous method of payment set up then this will still be taken as normal. 

        The additional payment that you've made will go onto your account as a credit and will come off your next bill that's due to be generated. 

        If you have any further issues, pop back and let us know. 

        Many thanks,