Late payment charge applied after Tivo upgrade

BenJSmyth · 24-03-2011, 18:33

Today I was able to access my second bill since upgrading to Tivo. As they had taken the £149 Tivo charge by card when they called me last month, they applied this as a payment to my account. As a result of this card payment my February bill was in credit and therefore no money was taken (I pay by direct debit).

Today I have received my second bill since Tivo and notice a £10 late payment charge applied to my account. I phoned 150 to get this queries where they immediately told me this was an error and have credited the £10 to next month's bill. All sorted very quickly.

My reason for posting is to advise others who have upgraded to Tivo to check they haven't had a late payment charge applied incorrectly.

Also, does this "late payment" show on my payment record, despite the fact it was a mistake?

BenMcr · 24-03-2011, 18:36

No it won't show on the record, and I have no idea why the system charged a late fee for an account it credit. I've never seen that happen before

BenJSmyth · 24-03-2011, 18:38

I know, very strange indeed. I'm glad I checked my bill carefully. I only really did just to check that all the boxes (inc the Tivo) were listed correctly. Very bizarre indeed. I am interested to know if others have experienced this.

And thanks for your quick reply Ben - awesome as always

muppetman11 · 24-03-2011, 18:57

I would check my credit report to make sure , I don't trust any firms when it comes to billing.

My dd on my account say it will be took on 4th April however I've more in credit than the bill is for what happens here ?

devilincarnate · 24-03-2011, 19:33

Quote:

Originally Posted by BenJSmyth

Today I was able to access my second bill since upgrading to Tivo. As they had taken the £149 Tivo charge by card when they called me last month, they applied this as a payment to my account. As a result of this card payment my February bill was in credit and therefore no money was taken (I pay by direct debit).

Can i just ask when you made the payment on the card and they said that you were in credit, how much did they say that you were in credit by? Also is it possible to put a breakdown of both the bills on here to show?

BenMcr · 24-03-2011, 19:40

Quote:

Originally Posted by muppetman11

My dd on my account say it will be took on 4th April however I've more in credit than the bill is for what happens here ?

If the credit was applied after the bill was generated then it won't affect that Direct Debit. It will still come out as the amount notified

Virgin can manually cancel or amend the pending Direct Debit to take account of the credit, but that's usually a bad idea

BenJSmyth · 24-03-2011, 19:42

I made the £149 payment on the 16th Feb and my bill was create on 23rd Feb. I had also recommended two friends therefore had £60 recommend a friend credit. My Feb bill was £106 in credit.

On this bill it said i had £96 credit carried forward with a £10 late payment charge. The total bill this month (including the late payment charge) was £168. This should have been £158 made up of our new monthly rate of £106 plus the partial month's service from the middle of Feb.

I shall post the bills on here later if that would help more.

muppetman11 · 24-03-2011, 20:00

Quote:

Originally Posted by BenMcr

If the credit was applied after the bill was generated then it won't affect that Direct Debit. It will still come out as the amount notified

Virgin can manually cancel or amend the pending Direct Debit to take account of the credit, but that's usually a bad idea

Thanks for that Ben , my account is around 96.00 in credit after a downgrade , but I have a bill that my virgin media says will be taken around the start of April for 95.00

BenMcr · 24-03-2011, 20:02

Personally I would let it go through and let the credit apply to the next bill. It saves having agents interfere with the payments (which even with the best agent, can be messed up)

muppetman11 · 24-03-2011, 20:20

Quote:

Originally Posted by BenMcr

Personally I would let it go through and let the credit apply to the next bill. It saves having agents interfere with the payments (which even with the best agent, can be messed up)

Thanks for that , my bill only comes in at 31.49 a month now , so 96.00 in credit now and another 95.00 payment would put me considerably in credit would this just mean after that I wouldn't have to pay for a number of months.