Direct debit query

[Simon78]

Hi,

We've just got a better deal for our package, and were told we can adjust our current direct debit to our new price via the app, but this doesn't seem possible. 

Do I set up a new direct debit with the new price and cancel the old direct debit or do I have to call and ammend it.

Simon

[japitts]

I think you're confusing a direct debit mandate, with the amount being collected under that mandate.

If you have an existing DD mandate and your bill amount has changed within a particular time window, then VM themselves can alter the amount to be collected, it's not something you can do yourself.

Cancelling your DD mandate and giving amended bank account details won't alter the amount to be collected or when it's taken.

[Simon78]

Thanks for that, I'll just keep an eye on the app and await the next bill payment info, hopefully they'll match and they'll take the new payment 

[Akua_A · Accepted solution]

Hi @Simon78 ,

Welcome back to our community forums and thank you for your query.

As mentioned by @japitts, typically this would be updated on our system. In this case, please monitor your next bill here https://www.virginmedia.com/my-virgin-media, and let us know if you need any further help. The following can also help with this https://www.virginmedia.com/help/understanding-your-bills 

Thanks,