Charged for late payment but can't access account

[Lauris123]

I've been sent an email saying I am being charged a late payment charge even though I can't register for an account. I needed to change the bank account on the direct debit but I can't register/access my account. I have now set up a new direct debit over the phone but would like the late charges waived since I wasn't able to pay online. I've been getting the same error DEF01 since ordering the broadband two months ago.

My password to access my account on the phone was also taken down incorrectly so I can't access my account properly when I ring up. I would like this reset. 

Virgin has failed terribly in giving me the most basic access to my account, please rectify.

[Reece_MH]

Hi Lauris123,

Thanks for your post, and a warm welcome back to our Community Forums.

I'm sorry to hear you have been charged a Late Payment Fee and haven't been able to access your online account. I'm going to send you a private message so I can discuss this further with you.

Please look out for my message in the top-right, purple envelope.

Thanks,