Direct Debit not taken from new customer - urgent help required

[mb1881]

Hello. Please can someone assist me with a direct debit query? I’ve received an email stating that a late payment fee has been applied to my account. I set up a direct debit when switching broadband from Sky to Virgin Media and the direct debit is visible in my banking app, so this isn’t attributable to me. Thanks.

[David_Bn]

Thanks for reaching out to us @mb1881, and a very warm welcome to our Community Forums!

Sorry to hear of the issues experienced with the direct debit held with Virgin Media. 

Can you please confirm if you've since been able to discuss this matter with you bank to confirm why this has not been taken from your bank account? 

Thanks

David_Bn