Billing issue

[Saroft]

I don't know where to go or what to do, to actually talk to a human being about a billing issue I have! I've spent days on end trying various different ways of getting some sort of semblance of customer service just to be met with constant automated messages or dead ends. I need help! I have a bill telling me I owe this months broadband bill, plus last months and a late fee when I have the email confirmation, the bank statement and the app confirming I made payment the month prior. I'm willing to pay this month's payment due, but I'm not paying twice! Someone, anyone, please help with this ridiculous situation.

[newapollo]

Hi @Saroft 

A member of the forum team may be able to help, but you may need to speak to the Billing team.  If possible please have the information shown below handy.

The info below is from the /billing-and-payments/payment-issues page

Made a payment you can't see on your account?

If a payment isn’t showing, it might just be that it hasn’t cleared yet. Check out our help article about making a paymentfor more information about process times.

What will I need to prove I've made a payment?

To help us search for your payment, you’ll need to provide us with the following details:

• Name, Address, Account number, Date of payment, Payment amount

You also need to provide a few extra details, depending on your payment type:

Bank transfer

• A bank statement showing the transaction

• The account number and sort code you sent payment to

Note: If the payment wasn’t made to a Virgin Media bank account, you’ll need to chat to your bank.

PayPoint

• A copy of the PayPoint receipt

Card

• The first 6 and last 4 digits of your card number

• The 6-character authorisation code you got when you made your payment

• A bank statement showing the transaction

Cheque

• Cheque number

• Date it was cashed

• Your Virgin Media account number

• The sort code and bank account number you paid the cheque to br>

• A bank statement showing the transaction

Direct Debit

• The core reference number

• Service User number (SUN) (you can get this from your bank)

• A bank statement showing the transaction

[Saroft]

I've tried ringing every phone number, gone to every forum or looked online for hours for something, somewhere, so I can talk to someone over the phone so I can resolve this issue. I've paid each and every time with no hassle, but this one time. I paid last month's payment in October, and i know for definite it was pay correctly. I just want the late fee and the last months payment that ive already paid off my current bill so I can pay this months.

[Nathan_B]

Hi there @Saroft 👋 Welcome to our forum and thanks for your post 😊

I'm sorry to see that you've not been able to get any help with your billing query when speaking with the team. I'll certainly be happy to take a look into this for you.

I'll pop you a PM to confirm your details.

Regards

Nathan

[Simao177]

@nathan_B I have the same issue can someone get in touch with me asap please 

[Kath_P]

Hi Simao177, 

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're having a similar issue as the OP. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,