Forum Discussion

moschops_'s avatar
moschops_
Joining in
4 months ago

Payment taken but order failed?

Hello all,

Last night i placed an order for a non-contract broadband package went through all the steps and after making the upfront payment of £80 the page went to an "opps, something has gone wrong". I can see a pending payment of £80 in my account to Virgin media.

After 10-15 minutes i didn't recive any emails saying indicating the order had gone through or details of next steps. All i have Contract summary sheet number that was genterated before the payment was taken. 

I spent an hour on the phone to yesterday and was bounced around all different departments and no one was able to provide much help. (Customer serivces, Callback number, new accounts team) As far as virign media is aware the account was not created, so i dont have a account number.

What are the next steps, will the payment be evetually refunded when the system relaises there is no account it has been paid to?

Many Thanks,

Luke.

account
Error
payment

4 Replies

  • -tony-'s avatar
    -tony-
    Alessandro Volta
    4 months ago

    talk to your bank they should sort it - getting any sense from VM will be difficult

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

    Hi moschops_ / Luke

    Thanks for posting and welcome to the community. 

    Sorry to hear of this experience. I'll send you a PM now to assist further.

    • villa5's avatar
      villa5
      Tuning in
      31 days ago

      I have the same problem, went through the process, did the £80 payment then got the 'oops page'. Payment showed as pending on bank account for a few days then disappeared. I have a contract summary but no idea if its all gone through. No customer number, no idea if engineer will turn up on the day.

      • Sabrina_B's avatar
        Sabrina_B
        Icon for Forum Team rankForum Team
        29 days ago

        Hi villa5 👋.

        Thanks for reaching out to us, sorry to hear of the issues that you are facing with a payment. When a payment is taken from your bank It will remain pending until it is clear which your bank can advise you of on your statement, if it is unclear we can take a look for you on your Virgin Media account. To do this we would need to bring you in for a private message, please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
         

        Thanks.
         

        Sabrina