Virgin Media Community

[Vikster1982]

Can anybody help

Paid off handset balance last night ready for upgrade then realised direct debit was due today.

Direct debit has gone out as normal. Does anybody know how I can get this payment back and can it be done without ringing as was on hold for ages last night.

Many thanks

[Molly_T]

Hi @Vikster1982 sorry to hear this! We can look into this further for you. 

We will need to get some further information for you so we can help, I will send you a PM. This will appear in the top right of your page in the inbox. 

I will return to update the public thread again as soon possible. 

All the best. 

[Molly_T · Accepted solution]

Hi all, just updating the thread. 

Thank you to @Vikster1982 for PM'ing with me. 

The reason this happened was the bill that came out of the account via direct debit had already been generated and processed before the handset was paid off, so the usual contract payment had already processed, regardless of the handset payment. 

This has now been resolved, with the refund being processed. 

If there is anything further we can do to help just let us know! All the best.