Virgin claiming they didn’t receive my monthly payment and 0% interest taken whilst payment was made

sadinlondon

Help!! My husband made the regular monthly payment to his Virgin credit card last month but this time using the NatWest app. The payment went through and did not bounce back so we had no reason to think anything had happened until last week when he got a letter saying he had missed to pay the July payment and had lost his 0% interest rate. We checked and the NatWest payment had gone through to the right account. Called NatWest and they said yes, it has gone to Virgin. Contacted Virgin and they said they’d investigate but in the meantime pay as we’ve not received your payment. We weren’t in position to pay again so said we’ve paid already, on time so would like them to see what’s happened at their end. In the meantime, we’ve realised that my husband had not included the credit card number with his payment so the payment must be in the Virgin account but not assigned to his credit card. We will try to contact the Virgin investigation team tomorrow but it anyone has any ideas on how to resolve this, please let us know. We have proof from NatWest that we made the payment on time last month. We have proof where it went and how much was paid but Virgin are not accepting this. It is a rather frustrating situation as we’d like them to match the payment with our account and reinstate the 0% interest rate. Any ideas or suggestions would be greatly appreciated!! Thank you!!

[Deleted User]

You'll have to hope they show some goodwill. When you contact them, apologise profusely for the error and ask if they will reinstate the promo.

And set up a DD for future payments.

sadinlondon

zx81 said:

You'll have to hope they show some goodwill. When you contact them, apologise profusely for the error and ask if they will reinstate the promo.

And set up a DD for future payments.

Hi there,

thanks for the advice but what about our original payment. They are not acknowledging that it’s been made. There’s also no one to really contact - the people we call just say they will pass the information to the investigation team and that we can’t talk to them directly.

We had a similar issue with another card and our payment bounced back, the other card issuer just resolved the issue without any problems. Here the payment has not bounced back, so Virgin have our money and are refusing to acknowledge its receipt despite us showing our evidence. We don’t see why we should pay them twice. They’ve also said to just wait for them to conclude their investigation. 

[Deleted User]

Once they've located your payment, it will be applied to your account.

If you can't afford to pay again in the meantime, then don't. But if you genuinely can't afford minimum payment again, you have bigger problems.

sadinlondon

I can’t afford repeat minimum payments twice especially when I’ve already paid once and I’m being asked to pay again at the end of the month before payday!

thanks for the advice and info! 

MallyGirl

sadinlondon said:

zx81 said:

You'll have to hope they show some goodwill. When you contact them, apologise profusely for the error and ask if they will reinstate the promo.

And set up a DD for future payments.

Hi there,

thanks for the advice but what about our original payment. They are not acknowledging that it’s been made. There’s also no one to really contact - the people we call just say they will pass the information to the investigation team and that we can’t talk to them directly.

We had a similar issue with another card and our payment bounced back, the other card issuer just resolved the issue without any problems. Here the payment has not bounced back, so Virgin have our money and are refusing to acknowledge its receipt despite us showing our evidence. We don’t see why we should pay them twice. They’ve also said to just wait for them to conclude their investigation. 

Unfortunately you have no choice but to wait. You made the mistake in not putting the account number against the payment. It will eventually be located and returned but that will take time. Since this is not the first time you have done this I really recommend setting up a direct debit for the minimum payment

born_again

I hope it is some odd amount. Otherwise it will take a lot of finding. Best to see if Nat West can provide a reference for the payment & then give that & time & date of payment to Virgin. Then hope that their system logs all that info.

Internal accounts are a nightmare. People will be shocked at how many payments go to these & the amount of time it takes to go through line after line. Just like looking at your statement, but with thousands of payments. A lot of which will all be the same.

Nebulous2

It's tough - but it is your mistake and you are dependent on their goodwill.

I doubt if anyone on here will know how they will credit the payment, from the day they received it, or the day they locate it. If the money is sitting in a suspense account they wont have had the benefit of it, and wont have been able to offset it against your account. 

Credit card companies often give some leeway for a first late payment, but you are dependent on their goodwill and it helps to be apologetic and to commit to take steps to ensure it doesn't happen again.  

grumbler

born_again said:

Internal accounts are a nightmare. People will be shocked at how many payments go to these & the amount of time it takes to go through line after line. Just like looking at your statement, but with thousands of payments. A lot of which will all be the same.

I remember failing to add a reference once when making a small payment to my 'internal' savings account. It was bounced almost instantly. So, generally, all depends on the recipient bank/BS - how good they are.

The_Fat_Controller

Virgin have done nothing wrong, unfortunately it was your husband's mistake.

Keep your fingers crossed for some goodwill from Virgin once they identify the payment.

TheLabFather

Virgin is app only now, once you make a payment check the app the next day to check the payment received, never assume. 

Sounds like the letter was a late payment letter which will have took a hit on your credit record. If the payment is found and allocated you need to admit mistake to them and hope they ammend your credit record and reinstate the 0%.

Be polite and apologetic. Remember they don’t have to do anything to correct as your error. Fingers crossed 🤞