Arranging payment plan

[LaurenFumagalli]

Apologises in advance for the long post…

A direct debit has came out for £200, and when checked it seems that last months payment did not go through and my package discount has ended, meaning its tripled price. I had received an email but it was in my spam folder.

I have been trying to contact somebody from the virigin team all last week but I wasn’t able to get through into anybody. I tried webchat / WhatsApp and calling, but have received no help.

Ive tried to contact virgin for over two weeks on web chat and WhatsApp, and got a response on WhatsApp earlier this week.I explained my situation and the person advised me to call collections team who would sort out payment extension and a payment plan, then we could sort a new package price.
Ive called collection number for 3 days, and I keep going through the automatic bot through numerous options, that don’t fit my situation, i get asked to pay in full or told you can’t change my package until I pay the overdue balance. But as I explained I cant afford to pay in full. I’m on universal credit,with no additional income,I have 2 children with additional needs and I have ADHD/Autism and mental health problems. My family is financially struggling since my partner could not work due to health issues, earlier this year.

This has obviously caused us a great deal of stress, and a lot of money coming straight out to companies that we cannot afford. We have been struggling with the basics, and have had to try and arrange plans with most companies that will.

I want to show that I am willing and wanting to pay, i just can’t pay the high amount. This situation is making me very anxious and I don’t want it to get worse. I also really struggle with phone calls, so the more I’m calling the more it’s stressing me out, as I can’t psychically get hold of anybody.

And I’ve tried web chat yesterday and every time I sent the request, the website keeps erroring, crashing or resetting. And the WhatsApp chat isn’t working properly either.  I have only got one person message back in over 2 weeks.

I have had a text message saying you will restrict my services but I am trying to get in contact with yourselves and have been for weeks.

Please can somebody help me? thank you.

[Carley_S]

Hi @LaurenFumagalli 

Welcome to the community forums

So sorry to hear that you've not been able to speak with the team regarding your billing and package. You'd need to make a minimum payment before the team would be able to change your package if you've an outstanding bill to pay. 

We aren't able to take payments or process payment plans, promises to pay or payment extensions over community forums. 

If you're on universal credits and other benefits, you might be eligible for our essential broadband package which we offer for those customers that are vulnerable and need financial support. You can check out essential broadband and chat to the team here to see if this is an option for you.