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Eagle100's avatar
Eagle100
Joining in
7 days ago

"Outstanding balance on your account" when money has been taken out of my account

I received an email that says

You still have an outstanding balance of £46 on your account from your last bill.

With your next bill coming up, you need to make a payment as soon as possible using one of the options below to avoid any late fees or service restrictions.

But my bank records show that the money was taken out of my account as it always is every month. Because of this error, I have no idea if they are going to suddenly turn off my internet or charge me money for a mistake that wasn't my own.

I would absolutely love to be able to contact Virgin directly to discuss this issue, but they make it near impossible to talk to someone about billing issues. I have tried the helpline, where all of the options lead to useless automated responses. I have tried live chat and every single link I have tried out of 3 or 4 are broken. Even links to file a complaint online are broken.

So this is my last resort to try and solve the issue. If someone from Virgin Media can see this please help me out. It won't be beneficial for either of us if I have to escalate the issue in the event that I am wrongfully charged or have services denied. My account number is [REMOVED].

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  • dmelouk's avatar
    dmelouk
    Joining in
    7 days ago

    Almost exactly the same complaint. Got an email earlier stating the same when the direct debit has already been made. Impossible to reach a human in the contact centre. Only strange thing I noticed in the online account management that apparently the bill was emitted on the 26th March however I had paid it on the 16th December???  I can only assume that some weird database insert in the ledgering may have swapped DD/MM for MM/DD and perhaps future posted the payments? Will mess up their books for sure.

    So I'm paid up to date but receiving the same late payment emails/demands. How many others affected?

     

    • dmelouk's avatar
      dmelouk
      Joining in
      7 days ago

      Another interesting observation is that the RPI inflation increase that should have applied from 04/04/2025 onwards (according to all the VM notices on the account portal) seems to have been applied to this earlier March bill.  Extra 2.99 GBP taken multiplied by how many millions of customers may be one of the reasons that the customer contact centres are being flooded/besieged ?

      So if I should increase prices in April but instead I do it in March but don't post it on my books until December, how many customers would notice?

      • Cardiffman282's avatar
        Cardiffman282
        Wise owl
        7 days ago

        Yup mine was applied early too. I haven't got the time to take on the VM customer service machine so I'm letting it ride. 

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    6 days ago

    Hi Eagle100 👋 Welcome to the community forum! Thanks for posting. 

    Sorry to hear these concerns about your billing. I will send you a PM to confirm a few details so we can take a look at the account and run through the billing with you to check it over. 

    However I will also just mention, in regards to other mentioned concerns about price rise from April 4th onwards - the vast majority of our customers are billed in Advance. This means, in many cases - you would be paying in advance for services from April in March. Your bill states which dates are covered for each part of your package and services. You can check your billing via My VM 👉 virg.in/myVM and there's a load of helpful information about how to read a bill along with how it breaks down on this help page 👉 https://www.virginmedia.com/help/virgin-media-first-bill . 

    Keep an eye out for my PM in your Inbox 📩 in the top right corner of the page, and we can get to the bottom of things to put your mind at ease! We can then return to this public thread with another update when possible. Thanks for your patience in the meantime. 🌞