Virgin Money messed up my Direct Debit

dbcox2015

Here's the updated question:

**"I recently disputed a Direct Debit amendment with Virgin Money. On 12 January 2026, I updated my Direct Debit details, but the payment due on 15 February 2026 was processed using my old details, resulting in a missed payment and removal of my promotional rate. Virgin Money's response (letter dated 02 February 2026) states the amendment was completed in-app, but because there were less than 5 days between the amendment and payment due date, the payment was already processed with the previous details. They're offering to waive the missed payment and associated charges as a goodwill gesture, but won't reinstate the promotional rate.

Adding to my frustration, I've checked with both Santander (my old bank) and TSB (my new bank), and both confirm there were sufficient funds in the respective accounts to cover the payment on the due date. It seems odd that Virgin Money couldn't take the payment from either account. I found the whole process frustrating, having to chase this up with them and spend a lot of time contacting the different banks - especially Virgin Money, who are quite inaccessible at the weekend. Given Virgin Money's recent acquisition by Nationwide, I assumed you wanted to up their customer service game.

To sunmarise this time around, I have not made any lost but I am out out by Virgin Money’s cavalier attitude and their ability to handle my data in future.

”Dear [removed by Forum Team],

The outcome of your complaint

Thank you for taking the time to tell us about your complaint on 17 January 2026; I'm sorry you're unhappy with our response.

I have reviewed your complaint, the information you provided and our investigation and our response. Having done so, I am unable to change the outcome from the previous outcome we sent you.

The Direct Debit amendment on 12 January 2026 was completed in app. As there were less than 5 days between the amendment and the payment due date it was already been processed on your previously provided details. That payment was 15 February 2026. The reversal of the payment is not a Virgin Money error and is in line with their terms and conditions the promotional rate was removed.

My colleague arranged to reinstate the promotional rate, as a goodwill offer. Virgin Money are not at fault for the late payment and removal of the promotional rate, therefore any reinstatement would be completed as a goodwill gesture. Whilst appreciating your dissatisfaction at the terms and conditions, I cannot agree we were wrong in this instance.

I am sorry if you feel it apportioning the fault to you, however, this is not our intention, rather to confirm it was not due to a Virgin Money error.

I understand that still the news you're hoping for. If you are still unhappy with our original response, you will need to refer your complaint to the Financial Ombudsman Service. You must do this within six months of the date of this final response letter which was sent to you on 20 January 2026.

You can call them on 0800 023 4567

Or write to them here:

Exchange Tower
London
E14 9SR

Help is at hand

If you need another copy of the final response letter, please let me know.

[removed by Forum Team]
Executive Complaints Handler
Customer Relations
Virgin Money

Letterhead includes:
The team at Virgin Money
Sunderland
SR43 4JB
Tel: 0800 055 6555
customerrelations@virginmoney .com

Complaint reference omitted
02 February 2026.”

eskbanker

They're offering to waive the missed payment and associated charges as a goodwill gesture, but won't reinstate the promotional rate.

They seem to be saying that the rate is being reinstated?

My colleague arranged to reinstate the promotional rate, as a goodwill offer.

CliveOfIndia

So they've reinstated your promotional rate as a goodwill gesture. Yes, it was annoying. But what other outcome are you wanting? Seems to me you're not out of pocket in any way, unless I've missed something?

northwalesd

As eskbanker and CliveOfIndia have said, you don't seem to have lost anything. But should the payment date be 15 January, since it's currently only 2 Feb? So three days after the update was made (12 Jan)? As far as I can tell, most financial institutions tell you any changes made closer than 5 days to payment date will not take effect until the following payment, though if you had funds available in both accounts there's no explanantion for why they couldn't take it from one of them.

mta999

when you changed bank, did you cancel the DD at your old bank ? ie is that the reason Virgin could not take the DD from the old account?

Altior

There must be some mix up with stating the correct dates of the story, but if you change bank account within a few days of the payment date, you'd need to account for the payment manually.

Virgin hasn't done anything wrong, and you should count yourself fortunate you're receiving the goodwill. Especially given the apparent attitude!

eschaton

Your mistake, no loss and they re-instated the offer?

What are you complaining about? You should be praising them for fixing your error.

HillStreetBlues

https://forums.moneysavingexpert.com/discussion/comment/81867413#Comment_81867413

How do you know it's the OP's error?

eschaton

https://forums.moneysavingexpert.com/discussion/comment/81867429#Comment_81867429

If I accept that the OP doesn’t have a Time Machine and the DD was due on 15/1 and changed on 12/1 then its user error.

Do you think different and if so, do you know the rules on changing DD’s and time scales?

HillStreetBlues

https://forums.moneysavingexpert.com/discussion/comment/81867471#Comment_81867471

The OP states that there was money in both accounts and Virgin stated it was processed on old details, so how can you blame the OP without any further info?

Altior

https://forums.moneysavingexpert.com/discussion/comment/81867517#Comment_81867517

Assuming the letter was copied word for word, it is riddled with errors. I suspect the word 'been' is intended to be 'being', which materially changes the context. If it was already 'being' processed on the old details, but was subsequently cancelled by the OP (by changing the bank), then it makes much more sense. As you're probably aware, DD amendments need several working days' notice. As I am a seasoned stoozer I am well used to this and any amendment to a DD ordinarily comes with a warning that you may need to make the payment manually if you're close to the payment date.