Charged late payment fee but I am direct debit.

[craigtea]

Hi, my last bill I was charged a late fee of £7.50 because I did not pay my previous bill, but I have my account setup as a direct debit and VM just did not take any money from me on that month (never got any form of email or call stating I had not paid or that there was any issue with payment not being received), but have had no issue having funds taken out this month from them...

I have also tried to do the online complaint form now two times over span of 5 days, and keep getting the same asterisk as complaint number, and then when checking later, there is no complaint listed.

Can a staff member please help?

Thanks in advance,
Craig

[Steven_L]

Hey @craigtea,

Welcome to the community and thanks for taking the time to post your issue on the forums.

I would be happy to take a further look into this for you but would need to confirm a few details via private message, please look out for my message and we can get started.
Regards,
Steven_L
 

[Steven_L · Accepted solution]

You're very welcome craigtea and I hope that you have a great rest of your weekend too 🙂

Regards,

Steven_L

[Ronmakh]

Hi craigtea, I am also experiencing the same problem and would like to know how they resolve it if that is alright?

[craigtea]

Hi Ronmakh, yeah it got solved. I messaged with a staff member I think with their website message service, and explained that my bank was setup/connected weeks prior to payment but their system did not take the money. They staff member checked and confirmed and they just added that amount taken as credit to next charge, and all good now. 

I would just tell them the dates you had setup your card payment, normally you get an email from VM confirming the info, may not be needed, but would stop them arguing with you if they decide to. Good luck.

[Kath_F]

Hi Ronmakh, 

Thanks for your post and apologies to hear you're having this issue. 

I can see I've already picked this up with you via your own thread here: VM not taking my direct debit payment

Please make sure you are only posting once about your issue. If you need to update the thread then just reply to your original thread rather than creating a new one. We understand it's frustrating when something's not right however posting more than once about the same fault makes the boards look busier than what they actually are. It also means we could take longer to reply due to needing to sift through duplicate posts.

Have a look at my reply via private message and stick with that one so we keep all the information in one place. 

Thanks,