Virgin payment from debit card failed, late payment as a result

GlynF

I received my Virgin credit card bill today and was very surprised to see a late payment charge on the statement, as I was convinced that I had made a payment on the previous bill.
I always note down on the bills the amount paid and the date of payment for my records. My records said that I had indeed made a payment on their website with my debit card for an amount which exceeded the minimum payment.
Upon checking with my bank I have found that the payment which I had submitted via the Virgin site had never been debited from my debit card, there had never been a request for the amount.
I can only assume that there was some kind of technical issue with the Virgin site which prevented the payment from going through - but there were no errors displayed during the payment process, so I had no idea that there had been a problem!

I have tried calling Virgin's customer service team to discuss the matter, but it would seem that there is nobody there until Monday. In the meantime I have sent them a lengthy electronic message via their site explaining what has happened.

The problem I have is that because of the failure of the payment they have charged a late payment fee, removed my 0% offer and have charged me interest on the balance.
I feel very much that it is very much a case of my word against theirs. I always used to keep a record of the payment reference number for each payment made onto the account, but since they redesigned their site back in November last year, there is no longer a reference number displayed when you submit a payment.
I am hoping that they have access logs for their site which will show me logging in and attempting payment on the day/time I have given them.

Has anyone else ever experienced anything similar with Virgin/MBNA? What are the chances of them refunding the charges and reinstating my 0% rate?

birkee

Capital One credit card. I used to receive my statement,and pay in full every month. Kept the statement, and the date payed etc, by my PC.
Received one statement with a charge for a missed payment, and checked my previous one. Found that I had not received one statement, and not noticed it.
I telephoned them and explained, and they cancelled the charge as a 'goodwill gesture'.
Mind you, when the weather went bad, I received one statement with just four days left to pay it, as the Post Office had taken a fortnight to deliver it.
Jusssst missed a late payment charge. Went to full paymnent DD after that.