Direct debit changes and money taken
I've tried to change the account my direct debit comes out of. It said I needed to make a payment before it would let me do that. So I paid the amount it said using my debit card, got a confirmation email, and tried to do the rest. The website and app are both telling me I still need to make a payment, and it is saying a payment will be taken next month (even though I just paid). I've tried using the AI advisor but it either doesn't answer my request properly or it says it'll send me a WhatsApp which never arrives. I tried phoning and it just said "we'll send you a link to change your DD", and then hungup. So, my questions are: 1) why won't it recognise that I've made the payment? 2) why won't it let me change my DD? 3) Why can't I just speak to a person that could give me the information I need, resolve the issue with the payment, and change the direct debit?Direct Debit was set up without my awareness
A few days ago, I received a letter from Virgin Media saying that I had authorised payment by direct debit. However, at no point while filling in the new customer form did I give this authorisation. In fact, my first payment was made by bank transfer. I rang the support line to find out what had happened and was asked if I had given my IBAN at any point. I said yes, because the form requests this obligatory information. Apparently, from what I was told, this is enough to authorise the direct debit even without my express consent. Is this really how the process works? It is not a problem having the direct debit set up, but I dislike being forced to do something without being told in a transparent way and I would like to understand the situation.Cancel direct debit to move broadband providers
Hi guys, my contract is ending at the end of this month and I have just compared broadband deals and can get a better deal at sky even when I lose my volt benefits. If I wait until after my 18 month contract to end can I just switch broadband providers without informing virgin? If so do I just cancel the direct debit because I am struggling to login to my virgin media account.Bill Overpayment but No Credit Given
Hi there, Bit of an odd one. Since October 2023, we have been paying £76 for our WiFi package due to some confusion and inability to access bills online (flatmate moved out with login details). We have now restored access to this and have seen that our bills are set to 26.50 per month. However, until February, we continued to pay £76 per month using the online "Quick Pay" system, not direct debit. As a result, we expect our account to be in credit for ~£198. However, we are only in credit for just over £50. We have not stopped paying our bills (though we have now been advised to not pay until April per customer service). However, we believe we should be in more credit than we currently are. Customer service were unable to give us the card details of the card used to pay online (we wanted to check that we are paying into the correct account, despite using our post code and surname as per "Quick Pay") nor are they able to tell us how much was paid into "Quick Pay", just that the bill of £26.50 was paid in full. What on earth do we do now? We have lost a significant sum of money to the ether and no one on the customer service line is able to tell us where it has gone.
Unable to change direct debit online -Oops something went wrong
Hi, when I click on manage direct debit online or from the SMS link it flashes up API Error then takes me to the Oops something went wrong page. It doesn't matter which computer or phone or browser I use, the problem is on the server. I phoned up to complain about this 2 weeks ago but it still hasn't been fixed. Is there any way of getting this sorted out ? thanks Mike