How do I go about putting in a complaint about virgin taking money out of my account and not updating my balance and saying the payment was declined even though my bank fraud team have said it was authorised, Thank you
It’s my mobile account, yes I’ve phoned up around 6 times now to keep being told I’ve not paid and that I need to pay again even though I have the code from the bank, 1 person said that my phone would be back on today and then I got transferred and told I needed to make a payment again, so I refused to pay as it’s been paid but they’re adamant I need to pay again
OK, bank transactions have traceable numbers. If it was a direct debit it would have a direct debit reference number, same thing if it was a manual payment, standing order, etc. Time could be an issue, one of these systems [Virgin's or the bank's] hasn't updated to show what really happened, payment declined. You can do a few things, get the payment reference number from the bank to see if Virgin misapplied the payment or at lease can trace where the money is...or you can re-call the money thru the bank [indemnity claim] and make a manual payment over the phone.