Virgin Media Customers Are Urged To Check Their Bank Statements Thoroughly!

Oct. 22, 2009 - PRLog -- Mr. Letts was able to bring about a speedy resolution under the Direct Debit Guarantee, he was refunded by his bank yesterday.

Mr. Letts quite rightly expected swift action from Virgin Media when he alerted them of their error. Unfortunately reality was an entirely different experience.
Instead of offering to help Mr. Letts, the Virgin Media employee  gave him the name and the address of their other customer, suggesting to Mr. Letts that he made contact with their other account holder to get his money back! A breach of data protection, by Virgin Media. Whilst they are communication giants seemingly they have not communicated the data protection act to their own staff yet.

Ironically, Mr Letts has only just received an official reference number for his complaint from Virgin Media. It would appear that Virgin Media customer services department is not too speedy at communicating.  

The direct debit guarantee applies to all banks and building societies taking part in the direct debit scheme. It says that:
   If there is a change in the amount to be paid or the payment date, the person receiving the payment (the originator) must notify the customer in advance.
   If the originator or the bank/building society makes an error, the customer is guaranteed a full and immediate refund of the amount paid.
   Customers can cancel a direct debit at any time by writing to their bank or building society.

Direct debits are now a major part of daily life, with many people using them each month to pay their household bills. The Direct Debit Guarantee is a powerful safeguard for customers. It is vitally important that firms make sure their employees understand its provisions. Unfortunately, many do not.

Here are some of the things firms have incorrectly told customers when problems have arisen:
‘We don’t operate the direct debit guarantee.’
‘You’ll have to contact the originating company for a refund.’
‘We need a month’s notice to cancel a direct debit.’
‘The guarantee doesn’t apply – because you haven’t suffered a loss.’

Clearly the result of under training employees, worryingly it appears to be rife even in large organisations like Virgin Media.

Was Mr. Letts’ experience a one off?
Have other Virgin Media account holders unknowingly paid a stranger's bill in the past?  
How safe is your personal information in the hands Virgin Media as an account holder?
To share your  experience you can email via this thread.

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