Virgin Media Community

[AndyJB70]

Hi,

I changed my direct debit details recently and now I've got a double bill with a late payment charge as Virgin Media didin't take the payment in July. 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 July charge before July 12th. All they have sent is a bill for August with 2 monthly charges on and a late payment charge.

Why am I being penalised just for changing my direct debit details? 

[Anonymous]

Call them up or start a chat - they will drop the (think it's £7.50) missed payment if you explain

Hate companies that do this, save £x if pay by DD, £15.0 for a paper bill etc

BT still allow paying quarterly! and you can BACs payment to Virgin too but dunno if there's any fees on top as nkt a DD. worth checking

[Hayley_S]

Hello @AndyJB70,

Welcome back! Thanks for posting.

I am sorry for the issue with your direct debit and bill.

I can see that this is something we need to assist you with asap, I will send you a private message now, so I can help further.

Please look out for a purple envelope, at the top right corner.

Many thanks,

[Ronmakh]

Hi, I am having the exact same issue as you. I changed my direct debit details but they didnt notify me that they werent going to take the next payment. Can I please know how the resolve your above issue?

[Adri_G]

Hello Ronmakh, thanks for posting on our help forum. We're sorry to see there is an issue with your payments after you've changed your Direct Debit date and info.

Could you please advise if you mean that the latest payment has failed to go through, or it's been rescheduled for the new date processed instead?
Is there any issues with your bills currently? Let us know mor and we're happy to help.

[Ronmakh]

Hi, 

I have received an email confirmation about my direct debit account setup 12 days before my payment due for next month. The information is also successfully updated in the VM website before the payment collection date.

Similar to who posted the query, I've had no warning that they weren't going to take the payment and no text/ email/ call when the payment for last month didnt go through. 

And today, I have received a bill with 2 monthly charges on and a late payment charge.

I don't want to be penalised just because I changed my debit details, and I have the confirmation email that the debit account is setup!

[Kain_W]

Many apologies for the issues faced Ronmakh,

So we can investigate this further for you I've dropped you a PM to discuss further.

You'll find the message within the purple envelope icon.

Regards,