Like many other customers I changed my direct debit details recently and now I've got a double bill with a late payment charge as Virgin Media failed to take the payment. After receiving an email to confirm my direct debit had been setup I called to confirm and was reassured all was in order. I’ve submitted a complaint and as usual the response was pathetic. I'm furious, I've had no warning that they weren't going to take the payment and no warning that I would be charged if I didn't pay the charge. All they have sent is a bill for April with 2 monthly charges on and a late payment charge. It seems Virgin have been scamming many customers and penalising them for a fault with their system and it’s disgusting. Can other customers please recommend how they’ve approached the issue?
Thanks for your reply, I eventually sorted this out on the phone with one of your advisors who has submitted a complaint for me but I do believe there must be something wrong with Virgins system and taking direct debits as it makes no sense to me why the payments aren’t being taken!
