Curt.:

LionKing2:

I'm being charged 38 quid for it.

Thanks Virgin media

Glad everything worked out but this is typical of Virgin and all the problems they have. Leave them and join sky would be some advice i (and probably others) would give to you in general to avoid this sort of thing in future. (Of course there can be problems with any company, but with Virgin its almost a guarantee).

This is the only problem I have had with Virgin Media. I been with VM since the NTL days. I have always had a internet connection (the amount I pay for) all but one day (it was christmas day and it was fixed the next day).

This problem was only caused by me signing up to the ebilling since I didn't want to get paper bills each month and I save an extra 1.25 a month (win win in my eyes)

LionKing2:

I'm being charged 38 quid for it.

Thanks Virgin media

Glad everything worked out but this is typical of Virgin and all the problems they have. Leave them and join sky would be some advice i (and probably others) would give to you in general to avoid this sort of thing in future. (Of course there can be problems with any company, but with Virgin its almost a guarantee).

huckster:

LionKing2:. Does that mean they haven't gone out?

I'm happy that I won't get a charge. Thanks everyone

I think the items appear on the account, but then take a day to go through properly. As you have contacted them straight away, they will just reject one of the items.

I am a VM customer, so will be checking my statement. They debited twice a few years ago and repaid the duplicate amount on the next bill. I suspect the same thing has happened again.

Huckster

I know why I billed twice. Virgin Media sends out their bills on the 11th and I paid for it on the 12th via their ebilling thing but the Direct Debit was still in place. So i was billed twice.

I checked my last TV license bill and that was clear like the rest. So I believe that the dark purple numbers is money going out of my account but is still there.

Plus I don't need to breaking open my ISA which is something I don't want to do

LionKing2:. Does that mean they haven't gone out?

I'm happy that I won't get a charge. Thanks everyone

I think the items appear on the account, but then take a day to go through properly. As you have contacted them straight away, they will just reject one of the items.

I am a VM customer, so will be checking my statement. They debited twice a few years ago and repaid the duplicate amount on the next bill. I suspect the same thing has happened again.

Huckster

I think I have heard the best news today. My bank says I won't be charged since the bill hasn't really gone out.

I had two bills today TV licance and Virgin Media. Both are highlighted deep purple onthe RBOS online accounts thing. Does that mean they haven't gone out?

I'm happy that I won't get a charge. Thanks everyone

Jalexa

It is not in the public domain, but staff working for large financial services companies and banks are aware of the rules or should be. When any company signs up to using BACS, they have to sign up to an agreement, which covers this aspect of incorrect payment/refund of charges. I also believe that BACS periodically review companies procedures by carrying out audits.

This is the BACS page which may be helpful to the poster.

http://www.bacs.co.uk/Bacs/Consumers/DirectDebit/HelpCentre/Pages/IncorrectPayments.aspx

Huckster

huckster:

Under the DD rules (BACS) if a company breaches a customers DD guarantee rights they have to compensate the customer for any bank charges/fees incurred.

If you check the BACS rule book, there is information regarding bank charges liability.

That's good to hear but I suspect the BACS rule book isn't in the public domain.

Unless you know otherwise.

Jalexa

Under the DD rules (BACS) if a company breaches a customers DD guarantee rights they have to compensate the customer for any bank charges/fees incurred.

Working for a large Insurance company, we were often paying peoples bank charges. This occured when our IT department accidentally put a batch run of debits through too early or payments were duplicated.

To avoid paying the charges, we even advised customers to ask their bank, to send back the payments unpaid and to refund the customers account. Most customers arranged this with their banks, but for some where the banks were clueless or wanted the bank charges as profitable, we had to issue the customer with a cheque for the bank charges. The customers sent in proof of the charges before we did this.

If you check the BACS rule book, there is information regarding bank charges liability.

Huckster

huckster:

Complain to VM. They have to pay you the £38 bank charges, as they have breached your DD guarantee.

Where does the DD guarantee say that?

However I think that VM would be sensible to settle as I fully expect they would lose a Otelo referral as well as incur a case fee, but as you say the OP needs to stop playing the victim and start paying attention to the replies.

LionKing2:

I'm being charged 38 quid for it.

Thanks Virgin media

2 options

1) Complain to RBS and advise them this is duplicate payment by VM which is against the DD guarantee as the amount is unauthorised. Demand that the duplicate payment is refunded and charge waived. If they refuse advise them you will contact the Banks Chief Executive and then the FOS.

Or if RBS advise that you have to contact VM ( which by the way is complete B**ls as you have rights under the DD guarantee)

2) Complain to VM. They have to pay you the £38 bank charges, as they have breached your DD guarantee.

The bank route is easier as VM's customer service is rubbish.

Don't play the victim, go for it and you may even be able to negotiate some compo from VM.

Huckster

I'm being charged 38 quid for it.

Thanks Virgin media

LionKing2:

If you contact RBS about this, they might not charge you anything. Under your direct debit guarantee with VM, you can ask your bank to refund any payment which is not authorised. The bank will then return the excess payment to VM and put your account back into credit, as if this never happened. When VM get the payment back, they will just contra off and then continue with the normal monthly payments.

This is easier than being charged by RBS and then trying to reclaim from VM.

Huckster

LionKing2:

IHowever I'm 29 pounds in debt but I get paid tomorrow does anyone know how much I will be charged for Virgin media mistake?

If this was a direct debit one of the charges would not have complied with direct debit notice rules and your bank (if asked) would have had to refund it "immediately". In that case any charge would have been refunded.

Unfortunately you have sorted this with Virgin. Speak nicely to the bank and see what they say but if that is not successful and the charge is confirmed, raise a formal complaint with Virgin in accordance with the Virgin code of practice on complaints demanding compensation to cover the amount of the charge. The code of practive explains your rights if you are not satisfied with the Virgin response.

I get paid tomorrow but currently I'm in debt for the first time thanks to Virgin Media taking charging me twice for the same month service (sorted that out and they are canceling next months and part of Octobers bill).

However I'm 29 pounds in debt but I get paid tomorrow does anyone know how much I will be charged for Virgin media mistake?