Virgin App payment issue

[Metty]

Today had a Virgin CC decline and thought ‘uh oh….’ Recent payment to clear balance had not turned up and cc account is now blocked as over limit.

In the past, when making cc payments from the bank I occasionally inserted the wrong cc number as a reference, oops, but this time the payment process started in the Virgin App. So no opportunity for me to screw it up as it’s all pre-set, you just choose what to pay and select your bank, transferred to bank app, approve, simples.

So the ££ has left our bank a/c and gone to Virgin, have a VM reference and a Faster Payment ID from bank. Virgin said they don’t know where the ££ has gone and said speak to bank. Bank say the Faster Payment ID supplied should mean the destination of the ££ should be instantly traceable. Virgin cust services say that they’ve messaged the back office, but won’t share how or any contact details as they don’t have any. Meanwhile I have no reference number or the like so assuming this goes the way I suspect and a week will pass with me wondering which lucky benefactor had their cc paid by yours truly, I’ll have to spend another afternoon on the phone before finding the correct department that have the ability to transmit my concern to the ‘back office’ that they say they have no means to contact.

I’ve never had a payment vanish before, it’s always been ‘user error’. Has anyone had App payment issues such as this?