Unable to Update Direct Debit Details - Oops Error

[VivienneWells]

Hi,

I'm trying to update my Direct Debit details, but when I click on the button it goes to an Oops error page.

It does this on multiple devices and numerous browsers, so I suspect there must be a configuration error on my account.

Trying to change it via the web messaging bot and I'm just stuck in a queue.

Can this issue with my account be looked at?

Thanks,

Vivienne

[king07]

am getting he same message 

[Matthew_ML]

Hey VivienneWells, thank you for reaching out and I am so sorry to hear about this, also a warm welcome to the community.

Can you try using a different device, I would also try and set it on Google Chrome, this browser seems to work the best.

[VivienneWells]

Hi,

As stated in my post I have tried numerous devices and browsers - all with the same result. My son in law tried on the same devices with his account and it worked, so there is some sort of issue with my VM account.

Thanks,

Vivienne 

[Alex_RM]

Thanks for confirming Vivienne,

So I can get a few more details from you I've popped you over a private message.

Alex_Rm

[BigAlBews]

Oh the fun and games I have had with this basic change.

I have 'sat' on a 'chat' window for over 50 mins before a 'real' person arrived.

All I want to do is edit my Direct Debit details but no matter how many routes I try, I always get the ubiquitous 'Oops' page.  It is amazing how quickly that becomes boring.

I have tried different browsers and different machines all to no avail.

When a 'real' human answered the chat after 50 mins + I was recommended to use the MyVirgin App which I neither need nor want.  However, I downloaded the App only to suffer the SAME Oops page.  When I went back to chat to the 'real' human they had ended the chat with no further update nor any interest to see if what they had suggested had actually worked.

I am stuck with Virgin due to the monopoly they have where I live.  Other competitors are basically none existent but to have to deal with such a shoddy website and even shoddier customer support in the 20's is unbelievable.  If I could leave Virgin tomorrow I would.

Please if any Virgin employees are looking at this SORT YOUR WEBSITE OUT and allow people to change their details as other websites allow....deplorable

[Ashleigh_C]

Hi there @BigAlBews 

Thank you so much for post and welcome back to the forums, it's great to have you here.

I am so sorry that you are also facing an issue with your service and thank you again for confirming that you have tried on alternative browsers. I will pass this feedback on to our team. In the meantime we are not able to amend direct debits here on the forums, though the live chat team should be able to to help if you can reach back out.

Our you can also call on 150/0345 454 1111 or WhatsApp message on 07305 327 112.

Thank you again and I am so sorry for the inconvenience caused.

[BigAlBews]

Thanks for the reply Ashleigh_C

I can't use 150 as my landline has been dead fro over a year and even though I raised this with Virgin a good long while ago, it has never been rectified.

Why WhatsApp when Virgin have their own internal Chat mechanism ?
I can't understand why Virgin would use a 3rd party app to communicate with it's customers, especially when it has been proven that WhatsApp is not as secure as some think it is.  Financial information should not be shared over a 3rd party App in my opinion.

What I have decided to do is to pay the bill 'manually' at the back end of this month and then reset the DD up then.  I was looking around the awful site yesterday and found a link that suggested I could set up a DD but wouldn't let me as there was a restriction.  If I paid £107 then and there it would allow me to set one up...however, Virgin took my last payment out on 29th July so why should I have to pay again, so soon, to set up a DD when Virgin's own website will not allow it.  They do not give anywhere near enough breathing room for people to sort stuff out.  I noticed my latest bill has a date of 06th August to be paid by 28th August.  Basically it looks like you get a week between paying your bill and a restriction being put in place to stop setting up a DD ....

I know you are trying to help and I appreciate that but I have found the whole episode of dealing with Virgin to be an absolute shambles.  I do intend to move on once Virgin no longer have a monopoly in my area. 

[Ashleigh_C]

I am very sorry that you feel this way @BigAlBews and I can understand your frustrations. WhatsApp is one of many of the options we offer to chat with us, I do think you may find it beneficial to call on 0345 454 1111 to speak with the team instead, or you can try the live chat from our site. 

Please do let us know how you get on with setting this up and I am sorry again to hear you are feeling disappointed, I will pass this feedback on to the teams.