Payment made 15 days ago not identified

[rodrigofante]

I had an issue with my bank, and the direct debit for December didn’t go through. About 15 days ago I made the payment (and went to travel for holidays) on Virgin's website, but it never appeared on my bill, still showing on my virgin media as due, now I'm back from holidays and I just got text message and an email informing that payment is due. I’ve now made the payment again, covering both December and January, to avoid any further issues. However, I’d like to ensure that my payment made earlier in December is properly identified and credited to my account for future bills.

Whenever I call Virgin media, there's no option to report payment or to talk to a human, the call always end up finishing without solving my problem.  Anyone has any advice to share on how to proceed?

[Ayisha_B]

Hi @rodrigofante 👋

Welcome to our Community Forums and thanks for your post.

I am sorry to hear about the payment issue.

Can you clarify how you made the payment?

[rodrigofante]

Of course, I logged in my Virgin Media page, bills and then used the option to pay the bill online.

Kind regards,

[rodrigofante]

Just to be clear, I have used my card to make the payment online through Virgin Media website.

[newapollo]

Hi rodrigofante 

If you used a debitcard to process the payment then that amount should be showing on your bank statement. If you paid by credit card then that payment should be showing on your creditcard  statement. Have you checked the statements to confirm the payment was authorised? 

You should have also received a 6-character authorisation code from VM when you made your card payment.

[David_Bn]

Thanks for coming back to us @rodrigofante.

Check out the envelope in the top right hand corner for a private message from me, and I'll be able to review your account to see if this payment was received and is indeed showing on our systems.

Thanks

David_Bn