So my direct debit was set up to be taken out of the 5th of each month. A week prior to the 5th of November I tried changing my direct debit as I had upcoming unforeseen financial costs and needed to change it to the 15th of each month. I had only previously changed it once and was under the impression it could be changed twice in a yearly period. When I tried changing the direct debit it kept coming up with an error page so I was unable to change the date.
On the 5th November I got in contact with Virgin Media through WhatsApp as they were very busy at the time. I explained my situation to the representative and she informed me that you can only change the direct debit at least one week before it's due to be taken out of the bank.
I asked her would it be okay to make a payment of £48.96 on Wednesday 20th November and she advised that would be fine and there would be no late fee payment and services won't be suspended and was told there would be a note added to the system and if I received any correspondence regarding disconnection of services I was to ignore the message.
On Friday 15th of November I received a message from Virgin Media advising that my services will be suspended within a few days. Going back to what the representative advised I disregarded the message and thought everything was okay until last night when my services were indeed suspended.
I got in contact as soon as I noticed my services were suspended and tried to explain that the previous representative advised not to worry and to pay the agreed amount of £48.96 on Wednesday 20th November. The representative didn't even acknowledge this and was demanding that I pay an outstanding balance of £66.99 which confused me as I was under the impression that even if a £7.50 late payment fee was applied then the amount would be £56.46.
This is where it gets even more confusing. Upon checking my online account and clicking on "Make a payment" it said in order for my services to be restarted the minimum I had to pay is £48.96 which I paid earlier today. Then afterwards it was demanding another £7.50 for the late payment fee which again I paid because clearly there was never a note left on the system.
In total I paid £56.46 which included the missed direct debit plus the late payment fee and a message popped up saying "Your services will be reinstated within 2 hours". It's now almost 24 hours later and my services haven't been reinstated and now Virgin Media are demanding that I must pay an additional £105.42 to clear the remaining balance in order for my services to be reinstated.
This is extremely confusing and frustrating and doesn't make any sense whatsoever, why are they charging me 3 times the amount. Why was no note left on the system? Why did the second representative not acknowledge what I was trying to tell him about the first representative?
Half the time the website doesn't work which makes it even more confusing and frustrating, constant error messages when trying to make a payment, why can't it be straightforward as it's such a hassle for customers.
If anyone could shed any light on the situation it would be much appreciated.
