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Missed DD and Credit Agreement

Joining in


I bought a phone plus SIM card from Virgin 2 years ago. The SIM card has now been cancelled because I am not using it anymore - which I haven’t even received confirmation it has or a final bill. No idea if it actually has! 

I changed my bank account and transferred the DD for the freestyle phone account but the DD was taken from the old account although I received confirmation it has been moved. The DD bounced back and I would like to pay for it and pay for everything off but I cannot access my Credit agreement account because I do not know my Security Key and simply cannot find it anywhere in my emails. I can’t access my mobile account anymore on the Virgin media.

Please can someone help?


Forum Team (Retired)
Forum Team (Retired)

Hi @Nicoledumi 👋,

Thank you for your first post with us and a warm welcome to our forums 🙌
I am sorry for any confusion with your SIM and that you have been having some trouble getting your freestyle plan info. I can take a look into this for you and will pop you over a PM, so just keep an eye out for the little envelope 👀📩
Zoie 😀