HelloI just received an email stating I have an outstanding balance on my account of 75.90, which is my monthly payment and was due on the 11th June. I have checked my online balance and it is showing as not paid, yet according to my bank statement it clearly left my account on the 11th June as expected (reference available). Going back, my previous payment also successfully left my bank account on 12th May. Is it possible to try and work out what is going on here?Thanks.

Hi all, Thanks for making us aware of this, you may have received an email from us in error stating you have an outstanding balance when you've already paid. If your payment has left your bank account, there is nothing more you need to do, and we're sorry about the confusion. Thanks,

Outstanding balance on account | Virgin Media Community

41 Replies

ModTeam
Moderator
17 hours ago
Hi all,

Thanks for making us aware of this, you may have received an email from us in error stating you have an outstanding balance when you've already paid. If your payment has left your bank account, there is nothing more you need to do, and we're sorry about the confusion.

Thanks,
DH269
Joining in
19 hours ago
I'm the same. Always have enough in my account for Direct Debit. How can I sort this out?
- parxuk
  On our wavelength
  17 hours ago
  So maybe a VM issue after all?
  If that's the case the left hand at Virgin doesn't know what the right hand is doing, as when I phoned them earlier the pre recorded telephone message described the email from virgin as a phishing attempt which was to be ignored. So if it is from virgin, internally they aren't communicating
  - John_GS
    Forum Team
    15 hours ago
    Good evening all.
    
    You may have received an email from us stating you have an outstanding balance when you've already paid, we're sorry about that and we're investigating the issue. If your payment has left your bank account, there is nothing more you need to do, however if you still want us to check please let us know.
- parxuk
  On our wavelength
  19 hours ago
  Ignore the email. It is a scam/phishing email.
  The worst part is Virgin have obviously been hacked as the person(s) sending the phishing email have personal information that could have only come from Virgin (i.e your personal account number and amount you pay).
  - Emma811
    Just joined
    19 hours ago
    It’s not though! It’s bigger than that. I got the notification on my IOS app as well!
parxuk
On our wavelength
20 hours ago
I have also just received this message. I tried calling Virgin and received an automated message that said they were aware of the email and to ignore it because it was a scam.
What for me is far more concerning is that whoever the scammers are have my name, exact account details including account number, area number and even how much I pay!!!!
Virgin have obviously been hacked and important personal details leaked. Are the appropriate Government bodies informed and aware of this?
I dont recal Virgin making the customer aware of this. It is a serious breach of Virgins security and my faith/trust in the company.
I assume Virgin are going to be fined big time for this, as I believe failing to secure important customer information online carries hefty penalties?
- Emma811
  Just joined
  20 hours ago
  That’s a lie from them. I log in at it shows as owed on my account - despite the DD going out on time.
  - parxuk
    On our wavelength
    19 hours ago
    Emma.
    The message is not from Virgin. It is a scam/phishing email.
    Do not click any links in the email you received.
newapollo
Very Insightful Person
20 hours ago
I have escalated the problem to the forum moderators.
pp1949
Just joined
20 hours ago
Me too. Obviously a widespread **bleep** up. I have registered a complaint today.
weldermike
Just joined
20 hours ago
And me ! Not happy
Emma811
Just joined
21 hours ago
My bill went out by DD on the 11th but it does not show on my account! I am about to renew my mortgage!
- Emma811
  Just joined
  20 hours ago
  It had already been taken once and it isn’t showing. It’s asking me to pay again ad it’s overdue and owed! I’m fuming! My husband works in financial services and if there is ANY impact on our mortgage and his career - I’ll be taking this much further.
- Franktbarrett
  Just joined
  20 hours ago
  I have the same problem. How do I recover the double payment?
Emma811
Just joined
21 hours ago
My bill was paid as normal on the 11th by email. I’ve just received this by email and app notification. My account is showing outstanding but I have paid! I’m renewing my mortgage.
- badoit
  Dialled in
  21 hours ago
  This has happened to a lot of people including me over the last day or two. I strongly suggest you do not click on any links and definitely do not enter bank account or card details! Email came from a 'virginmedia.co.uk' address and not 'virginmedia.com' as usual. I suspect it's a scam/phishing campaign but what makes me unhappy is how they have my name, email address, VM account number, and regular payment amount. I am sort of hoping that a VM member of staff will answer the query I have made about these facts. I suspect they have had a data breach and maybe are being coy about that, because the legal team told them to?
  - parxuk
    On our wavelength
    19 hours ago
    Badoit - feel same as you. This seems like a massive security breach and yet Virgin are very quiet on the issue.
    I believe in UK law/legislation they can get fined serious sums of money for failing to secure customers personal data.
    The scammers at the very least know my name, account number, area code and how much I pay. What else do they have and would it be enough for them to setup financial agreements in my name.
    I very much expect to hear some feedback direct from Virgin on this. They cannot bury their heads in the sand and pretend it;s not happened or that it will go away.
janeyhuish
Just joined
21 hours ago
Have received an email from you stating that I have an outstanding balance on my account. My direct debit goes out on the 11th of every month. My bank account says it went out and I can't see any non payment of the amount on my Virgin account. Tried to phone you but I can't get through to a person as your excruciating telephone process wouldn't recognise my password and your online help is not helpful and now I can't get into my account...I've got to the point where I'm ready to cancel my account
Emma811
Just joined
21 hours ago
This has happened to me - the 11th my DD went out as normal and my account shows an outstanding balance. Can someone contact me urgently please. I’m about to renew my mortgage.