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Late Payment Dispute Due to Mistakes Made by VM Agent

Joining in

Good Morning,

I am extremely upset because I have just received a text message from Virgin Media saying that they will cut my services off due to late payment. Three days ago, I spoke to an agent via WhatsApp who assured me that the payment would be taken and that I didn't need to do anything else. Now I can't get through to an advisor on the phone. I have a copy of the conversation that assured me the payment would be taken automatically.

I have been a VM customer for nearly a decade without missing a payment. I have discovered that, when moving house and to a new package, my direct debit details were not updated to reflect the new amount despite the agent assuring me that they would. I am furious that my attempts to fix this problem have not been successful through no fault of my own. And now I'm concerned that my services will be cut off and my credit score will be affected.

I don't know what to do next. Has anyone else been in this situation?

Thanks for your help.


Forum Team
Forum Team

Hi there @jrs3900 👋 Welcome to our forum and thanks for your post 😊

Sorry to see that your details were not swapped over correctly resulting in this payment being missed. I have checked our system and can see that you've spoken with the team since posting this. Have they been able to resolve this for you?

If not, please let us know, we're always happy to help.



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