Forum Discussion

keirdb's avatar
keirdb
Joining in
20 days ago

Trying to change the direct debit details

Hi, I'm trying to change the direct debit details on my account, however, I went to do this on the app, it said I had to make a payment before I could do this. I made the payment, then it refreshed, and said I had to make another payment. This is all ridiculous, so I tried to ring virgin, and obviously I can't speak to a real person, rather an absolutely useless ai. Then tried the WhatsApp option, which just doesn't get a reply at all. Bear in mind my bill isn't due until the 14th of this month, so it's not like the payment was already in progress. So now I am £40 down, and none the wiser on how to sort out my issue.

  • newapollo's avatar
    newapollo
    Very Insightful Person
    20 days ago

    There is a restriction of only allowing you to change your payment date twice in any 12 month period, also on the dates you can make the changes.  For example if I were to try and change my direct date today then I would be unable to do so as my billing date is the 23rd December and my payment date is 9th January.  I would need to wait to make those changes between between 9 January and 23 January (the dates in between the actual payment date and next billing date)

  • Gareth_L's avatar
    Gareth_L
    Forum Team
    20 days ago

    Hello keirdb.

    Thanks for your first post and welcome to our community.
    Sorry to hear you're having an issue changing your direct debit details
    I'd like to help with this.
    If you don't mind, I'll need to send you a private message to pass security. 
    If you can check the logo at the top right of your screen that would be great. 
    Gareth_L
     

     

  • Oldbloke74's avatar
    Oldbloke74
    Joining in
    6 days ago

    Same thing - I am changing bank. I cannot auto switch so I just want to change my direct debit details - can anyone help? 

    • Beth_G's avatar
      Beth_G
      Forum Team
      6 days ago

      Hi there

      Thanks for your post, welcome to the Community Forums.

      Sorry to hear you're having the same issue updating your banking details online. I'll be happy to help.

      I'll pop you over a private message.

    • Beth_G's avatar
      Beth_G
      Forum Team
      6 days ago

      Hi Oldbloke74 

      Pleased to hear you've been able to get this sorted with our team over the phone.

      Do let us know if we can help with anything else 😊