Virgin Suspended service for non dd setup

mrsmurf69

I was really shocked to find that when i woke this morning my Virgin phone was suspended. I know that payment was taken as they have not long done that. When i phoned them up they said my phone was suspended because i dont have a Active Direct debt in place. They reactivated it but she would not say if they would do it again.

This is going beyond a joke. I had to stop the direct debts as within the space of 4 weeks they applied to my bank 4 times for payment and still cancelled my insurance on me.

Anyone share some help would be great

[Deleted User]

How could Virgin Media cancel your insurance???

mrsmurf69

Because i cancelled all the direct debts because they were applying to my account without using the direct debt garantee
28th Jan Payment
11th Feb Payment
19th Feb Payment

And i had no email saying they were doing this

jcontest

I think the Bank will reverse the payments if they are wrong. If you get 4 in a month then I am sure your bank would work with you to reverse them. Removing a DD without giving notice is Usually a bad idea. I am not saying Removing it is bad, but removing it without giving notice is bad.

Virgin once "Cancelled" my payment and then ran my bill up for 3 months. It took them a few phone calls to a few different departments to find out it was cut off for non-payment. No one knew what happened or why (it was the computer they said!)... I paid the bill and everything was okay.

Phone them up in the morning on weekdays and they should be able to sort you out, while I find their standard pricing is quite expensive for most people, I find that they also have staff "in accounts and retentions!" that Usually do a great job of listening. If the operator you get through to fails to comprehend what is going on then just say you will phone back later and try later on to get someone different!

[Deleted User]

Still none the wiser as to Virgin Media cancelling "insurance"?

mrsmurf69

Apparently virgin media has a new system and is in your contract (Read the insurance one no mention of payments or when). All virgin media services has to be paid by direct debt only.

if you do not have a valid direct debt set-up they will

Restrict your phone (regardless whether your paid up front or not)
Cancel your insurance

What virgin media will not do
is inform you when they take any insurance payments
or device plan payments

but will
Inform you when they are taking the airtime plan payments

If you want to pay by any other means (like me) than direct debt. Do not choose virgin media

This is why i hate paying by direct debt i personally would use Internet Banking and the payment is int that account within 2 hours Sorted job done.

mrsmurf69

I would like for someone to look into this.

Is it right for a company to do this ??

In the good old days you used the phone or whatever at the end of the month you was billed, you paid. That was it

Now your contacted to everything and everything is now pre-pay

Why are we under contract for pre-payment its like when the electric company's charging exit fee's ect till they were taken to court because of it and now they don't do it. Can the same be for mobile companies.

cookie365

Still don't understand what Virgin Media has to do with your insurance payments.

mrsmurf69

It is virgin insurance for mobile phone

mrsmurf69

I assume virgin media is everything mobile, insurance, tv, home phone broadband. I know they are seperate departments but is all still virgin at the end of the day

visidigi

mrsmurf69 wrote: »

I would like for someone to look into this.

Is it right for a company to do this ??

In the good old days you used the phone or whatever at the end of the month you was billed, you paid. That was it

Now your contacted to everything and everything is now pre-pay

Why are we under contract for pre-payment its like when the electric company's charging exit fee's ect till they were taken to court because of it and now they don't do it. Can the same be for mobile companies.

Ok to be clear.

You are solely talking about Virgin Media MOBILE.

Whilst they are the same company the distinction that you are only complaining about a specific product is kinda crucial to the topic.

The contract requires you to have a direct debit. You cancelled your direct debit. They cancelled your services (as they are unable to obtain payment automatically without the direct debit).

The direct debit guarantee allows you to refute any payments immediately, so cancelling it is the cause of your pain here, you could have easily just refuted it as soon as it happened if there was a disputed amount.

No one here is 'going to look in to this' for you - you need to call Virgin Mobile and speak to them about it.

You are contracted as its a lower cost to do business for the company, lower cost = better product/cheaper service. If they have to take payment manually they have to employ someone to take that payment. That has a cost.

You cannot have your cake and eat it.