I've just received an email from VM suggesting that a £7.50 late payment fee will be imposed on my next bill.
In the middle of last month, I changed my Direct Debit details online from my bank account to my partner's. It has been confirmed by my partner's bank that the DD is in place at their end, and has been since comfortably before the payment date of the 23rd.
To our complete shock and frustration, VM has simply not collected the money due as usual, but did nothing at the time to advise us that there was any issue or difficulty in processing this month's payment.
We would of course have simply made a manual payment instead had we been given ANY notice or indication that there was an issue.
Could a VM staff member please look into this to check that a) the Direct Debit is in place going forward and b) consider reversal of what we believe to be a grossly unfair charge given that no notification of an outstanding payment was given to give us the opportunity to avoid a penalty.