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Unexplained payments

I have been a customer of Virgin mobile since January 2019 and I’ve noticed that everytime a payment goes to virgin mobile, the same say a payment goes to virgin media for £22 or £27?

I spent 5 hours on an online chat and they told me to email my bank statements which I have done 3 times now with no response.

Does anyone know what this payment could be for?

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Re: Unexplained payments

There are three Direct Debits you could have with Virgin Mobile depending what you have as part of your contract:

  • Airtime plan - minutes, texts and data
  • Handset loan - active until your handset payments are completed
  • Virgin Media Protect Insurance - active until you cancel any policy taken out
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I work for Virgin Media - but all opinions posted here are my own
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Re: Unexplained payments

Thanks. Where would this show? There’s nothing on my bill to suggest any of those?

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Re: Unexplained payments

I'm sure @BenMcr will correct me if wrong but going on some past posts those marked Virgin Media are usually the loan payment for the handset and those marked Virgin Mobile are for airtime.

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Re: Unexplained payments

Thank you. Would it be charged for the term of the contract?

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Re: Unexplained payments

In freestyle contracts the payment for the phone will be for the length of the contract. 2 or 3 years is usual.

The airtime portion is in fact 30 day rolling and can be cancelled anytime despite what 789 will tell you.

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