A Virgin Media response to watch out for

lkodec · 18 July 2020 at 9:22AM

I was changing my bank account at the start of the pandemic. as I was switching within the same bank, I though it would be straightforward. It was not and the bank closed my old account without transferring direct debits or anything else to the new account.. When my Virgin Media payment with the closed account details was rejected, Virgin Media sent me a letter which did not say the payment had not been received. The letter said I had £1000 credit on my account and went on to explain that once the credit dropped below a certain level, my service could be stopped, there was no mention of the service I was buying, no reference to a monthly payment outstanding. It took me a few moments to realise that this related to my media account. It's very bad practice to do this, I am a capable person and I was expecting to have to set up new payments but it was still not obvious what the Virgin media letter meant. Someone more vulnerable could have been confused or miss paying and get into difficulties.