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In credit by £150, bill shows this, yet direct debit of the full amount still coming out

Tuning in

So my usual bill is £27 per month. Back in August I recieved a credit to my account of almost £200. My next bill showed this and no direct debit payment was taken on 1st September 2023. My next bill also showed the credit balance minus the £27 from the previous month. I've just seen that a direct debit of £54 (2 months total charges) will be coming out of my bank account on 2nd October even though I'm in credit. 


Tuning in

Virgin September bill.png

Tuning in

I think I've got it sorted via whatsapp chat. It appears the the auto compensation amount had wrongly been debited, thus the direct debit coming out. Apparently the agent has to manually recredit it. So now my credit amount will be £54 higher. A mess up by Virgin.

Glad to hear this is resolved for you now @Sarah45 

Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the community forums if needed :). 

Here to help 🙂
Virgin Media Forums Agent