Forum Discussion

JackAtkinson97's avatar
JackAtkinson97
Joining in
26 days ago

Missing payments, direct debit amount too high

I have had my Virgin Fibre broadband installed and started from the 9th November.

My first bill was £57.99 (£27.99 month 1, £27.99 month 2, and a £1.75 paper bill charge) this was supposed to be paid on the 12th but It didn't go through so I made a manual payment through the website of £57.99 on the 21st December.

Didn't think anything of it until I randomly checked my Virgin App and it said I now owed £87.47.   Spoke to the online chat 3 times before my next direct debit was due on the 12th Jan, and they assured me that the £57.99 was paid but it wasn't showing on my account and that my direct debit would only be £27.99. 

 

On the 12th Jan I made sure I had £27.99 in my account but lo and behold, they tried to take £87.47 (which i didn't have)

Spoke to online chat again who then said that they would manually credit my account with the  £57.99 I had paid and that I would carry out my direct debit as planned.  This credit is not showing on my account.

 

Now I'm getting emails and notifications stating that I need to pay £87.47 as soon as possible. 

 

I have been on the online chat so many times, and they have been no help, said completely different things or just falsely made stuff up. If anybody from Virgin sees this please can you reply to me as this is not a good way to treat a new customer, and will definitely make sure that I am NOT a loyal customer.

 

Thanks

 

  • Personally I wouldn't deal with any account issues using web chat I would want to speak to someone live on the phone, you can call Virgin on 150 from a Virgin phone, mobile or landline, or 0345 454 1111 from any other phone to report a fault, or wait here for one of the forum team to pick this up which might be 2 to 3 day's.

    Select the leaving option to speak to retentions which used to be the best option when you had a good chance of speaking to a UK based person, unfortunately now that goes offshore as well.

     

    • JackAtkinson97's avatar
      JackAtkinson97
      Joining in

      Tried calling the number several times using several options and all that happened was I ended up with a text message with a link to their Help/FAQ page. 

      • roy247's avatar
        roy247
        Superstar

        I would try calling around 8am when the lines open, if you don't select any options then you should (or used to) be put into a queue to speak to someone..