Nightmare with changing Direct Debit

Question

I wish to change my direct debit payment with Virgin Media. My previous direct debit from Natwest was cancelled on Sunday 6 April which was a joint account held with my wife. We have been trying repeatedly to replace it with just my wife's Santander account and each time I try to go in a update the direct debit details, I get an error message show up which says:

"Something's not quite right. We've found a problem. Please try again."

This process has proven to be rather stressful as I cannot seem to progress with getting the direct debit details updated so I can pay the bill for Friday 11 April. This process started on Monday 7 April and I am still no closer to getting it resolved.

I called Virgin Media earlier today, patiently waited on the call for 20 mins before speaking with an agent called Rose. She then directed me to another agent because the direct debit I wanted to set up was in my wife's name (not a joint account this time) and subsequently whilst waiting, I was hung up. All in all a really frustrating experience for both of us (my wife was with me) who are simply trying to pay a bill which has gone up by 7.5%! Please can this be addressed as soon as possible so we can get on with our lives.

Daniel_Et · Answer

Hi tncrook 👋 Thank you for your post and welcome to the Virgin Media Community 😀
 We're sorry to hear about the problems you've been having when trying to change your Direct Debit details 😔
 Advice on how to set up or change a Direct Debit can be found here.&nbsp;
 In the event that isn't proving helpful, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.
 Regards,
 Daniel

tncrook · Answer

Thanks Daniel, the Direct Debit link does not work for me, I access the link below and get the following message as I have received previously. Urgently need to get this addressed please:

https://www.virginmedia.com/help/billing-and-payment/my-virgin-media/direct-debit/amend

Something's not quite right.

We've found a problem. Please try again.

tncrook · Answer

Hi Daniel, thanks for your private message. Please could you get in touch.&nbsp;

Daniel_Et · Answer

Hi tncrook, thank you for speaking to us via private message.
 If you have any further issues or queries, please don't hesitate to contact us.
 Regards,
 Daniel

tncrook · Answer

Very disappointing. I had a bill to pay this Friday and wanted to change my direct debit. I started the request on Monday morning this week with the wish to have the new direct debit in place to pay my bill this Friday. Virgin being completely inflexible could not set up my direct debit unless I paid a one-off payment for the coming month (this Friday). I have now paid this and set up the new direct debit going forward. Really very disappointed with Virgin Media as this approach has resulted in me losing my cashback benefit for a April and May! The system or service has to improve.&nbsp;

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Nightmare with changing Direct Debit

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