Sadly I think that like the rest of us you’re going to have to get “battle hardened” Nothing is easy with VM, unless you’re trying to make a payment when their response is almost immediate!!! Try to solve a problem and you’re in there for the long haul.
In my case I have thought about contacting the Ombudsman but quite frankly was disgusted by the initial response which effectively told me that I had to allow them to carry on taking money from my account whilst I tried to resolve the issue and then only after 8 weeks could I begin a referral. My response to that was to say why should I allow VM to take money from my account wrongfully just so it satisfies some procedural “requirement”.
To stop the “theft” I cancelled my DD but of course despite being told it would not happen I am being threatened by VM Billing Services with suspension
