Forum Discussion

bluem4gic's avatar
bluem4gic
Tuning in
5 months ago

Re: Outstanding balance email sent before next scheduled direct debit date

Dear Virgin Media

This morning, Monday 3th November, I received an email from payments@notifications.virginmedia.co.uk stating that there is an outstanding balance on my broadband only account.

The email states that this could be because I missed a payment due date or there was a problem taking your payment. To be clear, I have not missed a payment. After logging into my Virgin Media account, I confirmed that my next payment date is Wednesday 5th November 2025 and there is no outstanding payment from my last bill. The direct debit for that bill was taken on Monday 6th October 2025.

As you can imagine, I am concerned and confused by this notification.

My direct debit details are correct in my Virgin Media account, so I do not plan to make an early payment and will allow my direct debit to take payment as scheduled on Wednesday 5th November 2025.

Please explain why I received an outstanding payment request when my balance is clear and confirm that I will not incur any late fees as a result of a payment request issued before my scheduled direct debit.

I look forward to hearing from you.

 

4 Replies

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  • Jonj's avatar
    Jonj
    Joining in
    5 months ago

    Same problem here what are VM playing at?

     

    • newapollo's avatar
      newapollo
      Very Insightful Person
      5 months ago

      I received the same email, VM is this a spam email due to the data incident

      Hi Kcg22,

      What data incident are you referring to?

      I suggest checking My Virgin Media, via the app and by browser, as that will show the true state of the account.

      Judging by the number of posts on the forum today from other customers receiving the same email <this thread> it appears to be a repeat of previous billing issues such as the one <shown here>    The Forum Staff/Mod team will probably make a post confirming the error.

      • newapollo's avatar
        newapollo
        Very Insightful Person
        5 months ago

        Forum Staff have posted on today's main thread <here>  re the outstanding balance emails (copy pasted below)

        Hi all, 

        Thanks for taking the time to contact us today regarding the email received. 

        We're aware of the issue and this has been investigated by the team today. 

        We can now advise that we've determined this to be an error. We apologise for any concern caused. 

        If your payments are up to date, please disregard the email.

        If you'd like us to check the account for you, we're happy to do so, please just let us know here. 

        We apologise again for any concern or inconvenience caused.