Forum Discussion

scarletp's avatar
scarletp
Superfast
4 days ago

Package changed and am concerned about Direct Debits

I agreed a new package on 8 August 2025. 

Over all the years I have always paid by Direct Debit with no problems whatsoever.  I have changed packages each time my contract is due and am aware that the next few bill amounts will be haphazard etc.  I have never had to take any action altering my payments within My VM or with my bank.

This time I naturally presumed I leave well alone as I always have but when my recent email arrived I was confused.

It clearly shows the new agreed package amount at the top.  The bill date is 5 September and will be taken by DD on or around 23rd September which is my usual date.  

Lower down I see 'package changes'  CR £4.85

'Your Package' £xx.oo 

'Then Owed from last month' £4.85

it then states that my previous bill was not settled in full and action is required by me etc.... Obviously I have gone further into my account billing and the PDF to try and get it clear in my head exactly who owes who.  I had presumed all monies owed would be taken by Virgin to cover adjustments since the change but now I am panicking. The more I look at the figures and bills in front of me the more unsure and totally confused I am.

I do not wish to owe anything and IF I do then I need to know how I pay the small amount mentioned. I dare not leave it until 23 September to see what happens. 

Any general advice please ? 

Thank you

 

 

 

5 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    4 days ago

    Hi scarletp 

    Thanks for posting and welcome back to the community. Sorry for the confusion but thanks for giving the sums above :).

    It means there's no money owed as the money owed and the credit amount is the same. I will have it fed back as it is confusing, basically means pro-rata credit when you've done the package change, as we bill in advance. Please don't worry :).

    • scarletp's avatar
      scarletp
      Superfast
      4 days ago

      Thank you John_GS,

      I feel a bit happier although I am still wishing time would fly to take me to the actual next bill being paid with no slap on wrist.  Looking in My VM at billings and PDF just made my confusion worse rather than making things clearer. 

      Am I correct believing that because I pay by DD that Virgin take what amount is deemed to be due?  Alarms rang yesterday as I googled for answers.  I read a response stating that when changing package I would need to update my direct debit to match new changes/adjustments in payments.  This was to avoid overpaying or an outstanding balance.  This concerned me so needed to verify as it is not how I believe direct debit functions. 

      Thank you again.

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

    Unfortunately VM accounting leaves a lot to be desired!

    • scarletp's avatar
      scarletp
      Superfast
      4 days ago

      Hello Tudor,

      I can only speak as I have found. Over the many years I cannot recall any such problems. Age is catching up with me and I have been confident when using this board for help. 

      • Carley_S's avatar
        Carley_S
        Icon for Forum Team rankForum Team
        4 days ago

        The amount that you would be debited via direct debit would be the amount we have advised in your latest billing. Any changes made to your package price would reflect on your next produced bill. This would include any prorates from the price differences between the old and new package prices. As you pay in advance for your services, if you've made a change to your package price on a date already paid for in a previous bill, you would see prorates to reflect that price change on the next bill. 

         

        Please do let us know if you've any concerns with your next bill once it's produced and we can investigate further should you need.