Forum Discussion

shirleywhite's avatar
shirleywhite
Up to speed
15 days ago

"There is an outstanding balance on your account...." The fiasco strikes again! !

A few months back Virgin Media managed to annoy many customers by falsely emailing about "outstanding balances".  Looks like the cockup has occurred again.  My direct debit is usually taken on 29th of each month. Today(27th) I have just received an email saying I have an "outstanding balance".  Not so!  Each 29th Virgin have taken the agreed amount...month after month. In 2 days time they will take/receive the same amount again.  There ISN'T any outstanding balance.

This is exactly same error as before. Come on Virgin.....sort it out!!!

4 Replies

  • benobbs's avatar
    benobbs
    Tuning in
    15 days ago

    I have also had exactly the same problem this morning. An email from Virgin Media flagging an unpaid bill with a link to pay it. Rang Virgin Media and was able to speak to a person evetually who confirmed that my account was fully paid up and that this must be an error. They could not confirm that the email was an error but could confirm the account was paid an up-to-date.

    This is a complete mess and a waste of time for customers having to deal with these issues. No apology of course. The VMO2 merger has been a nightmare for existing customers.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      15 days ago

      Hi benobbs, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you've received an email advising you have an outstanding balance. 

      We've had a few reports from other customers over our Social channels saying they've also received an email to advise of an outstanding balance, when there isn't one. We've raised this with the relevant teams for investigation. 

      Apologies for any concern caused.

      Many thanks, 

  • Steven_L's avatar
    Steven_L
    Icon for Forum Team rankForum Team
    15 days ago

    Hello shirleywhite,

    Welcome back to the Community, and thanks for taking the time to post. I’m sorry to hear of the issues that you’re experiencing with your account balance. 

     I'd be happy to take a further look into this for you; however, I would need to confirm a few details via private message. Please look out for my message, and we can get started.
    Kind Regards,
    Steven_L