Virgin Money messed up my Direct Debit

HillStreetBlues

https://forums.moneysavingexpert.com/discussion/comment/81869012#Comment_81869012

Without more facts and what it intended to say is guesswork, which was my point.

When I've already have a DD in place, I've never had a warning to make a manual payment when amending the DD. I have those warnings when I first set up a DD. I have times when it was taken from the old account as the DD hadn't yet superseded to the new account.

Altior

https://forums.moneysavingexpert.com/discussion/comment/81869675#Comment_81869675

I had a little dig around

Interestingly I seem to recall changing a bank account for a Virgin DD myself. They asked me for feedback on the process and mine was that I couldn't self serve on the app (I had to call support). It seems that you can now use the chat bot to do it. I wonder if the OP used the chat bot (Redi) as they said they used the app.

I think it's a lesson to double check on the payment date anyway, as the consequences of missing a payment are high. Definitely if updating the account so close to the deadline. I usually process a manual payment for the minimum anyway to safeguard against problems.

HillStreetBlues

https://forums.moneysavingexpert.com/discussion/comment/81872448#Comment_81872448

It does depend who's fault it is.
If OP cancelled the DD with old bank, then OP's fault, if OP didn't then it's Virgin's fault.
What I took issue with was a rush to claim it was the OP's fault (not by you) by a couple of posters without bothering to fact find, hardly helpful and not what this site should be about.

Altior

https://forums.moneysavingexpert.com/discussion/comment/81872534#Comment_81872534

Yes I agree with that. Sometimes 'venting' as it were elicits defensive responses on behalf of the party on the receiving end. I went through a bit of turmoil with eToro myself quite recently, dealing with support can feel exasperating at times. Mistakes are inevitable and Virgin appear to have restored the original position for the OP in this case, wherever the fault lays.