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Direct Debit not taken from new customer - urgent help required

AshMcKay
Tuning in

Hi, I really hope a mod can help with this issue. I have recently moved from Sky to Virgin and I set up a direct debit so my Virgin bill could be paid automatically, I received confirmation of this via email. Today I have received a message from Virgin stating my bill is overdue and they have charged me £7.50 for late payment. No payment has been taken from my bank so I need to know why this happened and how I can be refunded for the £7.50. There are no errors on the direct debit information. What do I do now? Please can someone from Virgin assist? It's been a horrible experience moving to Virgin so far.

1 ACCEPTED SOLUTION

Accepted Solutions

Hi @AshMcKay, thank you for your response.

In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

See where this Helpful Answer was posted

5 REPLIES 5

Matthew_ML
Forum Team
Forum Team

Hey AshMcKay, thank you for reaching out and a warm welcome to the community.

Did you set this up with the bank or did you set this up twice so for example your direct debit was set up with the account and then you re did it with the bank?

 

Matt - Forum Team


New around here?

Hi Matt, thanks for the reply. It was set up as part of the account creation process when I signed up and definitely not set up twice. I got the email confirmation from Virgin for the direct debit so I never thought to check my bill as I thought this would be paid automatically thanks.

Hi @AshMcKay, thank you for your response.

In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

If you're on a portable device with a smaller screen, click on the icon in the top right-hand corner and select "messages" from the additional menu options.

Regards,
Daniel

AshMcKay
Tuning in

This issue was 100% sorted out to my satisfaction and had occured due to my error. Daniel was very helpful and we got my mistake sorted. Thank you!

Hi @AshMcKay,

That's great to hear. I'm glad my colleague was able to help address and resolve your concerns.

Please do let us know if there's anything more that we can help you with.

Thanks,
 


Zach - Forum Team
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