topic Re: Preauthorixed Payment Through My Bank not being received by Virgn Plus in Member Benefits and My Account

Preauthorized Debit payments not being completed

KenRepasi — Sun, 22 Mar 2026 16:53:04 GMT

I have been a Virgin Plus Member since New Year's Eve last year. I filled out my banking information for Pre-authorized Payment. Three months have passed and they still have not been able to take a payment from my bank. I have had to pay by Visa. When I joined, you had wonderful customer service with call-backs with a human agent. That all changed in January when you opted for AI customer service. I did manage to talk to an agent on the chat in January and February, and both times the agent assured me that it would be ok for my next bill. The due date came and no withdrawal from my account, so this time I just paid it by Visa online the day after the due date. I got an email on March 21st saying they did not get my pre-authorized payment. Please ignore if you made a payment another way. But there was also something about not getting the $10 discount if this persists. I would really like to solve this problem. If you need me to resubmit my Banking information, I would be happy to. I really think human intervention on Virgin's part is required to solve whatever issue is preventing my preauthorized payment from going through to you.

Re: Preauthorixed Payment Through My Bank not being received by Virgn Plus

VirginPlusKris — Sun, 22 Mar 2026 13:29:32 GMT

Good morning, @KenRepasi. Thanks for reaching out.

Have you spoken to your bank or credit union as to whether or not there may be a problem on their end of things? If you're otherwise able to successfully able to set up pre-authorized payments with no problem, it may indicate a banking issue; especially if you're otherwise able to pay normally via credit card.

Additionally, do bear in mind that once two payments have failed to be withdrawn for any reason with 60 days, pre-authorization for automatic payments for either direct debit or credit cards will be cancelled and need to be set back up if you wish to continue using it.

Looking forward to hearing back from you. Best wishes.

— Kris

Re: Preauthorixed Payment Through My Bank not being received by Virgn Plus

KenRepasi — Sun, 22 Mar 2026 14:11:21 GMT

Of course, I can pay with Visa through the site. That has nothing to do with establishing a pre-authorized payment through my bank. I spoke with my bank they suggested that perhaps Virgin truncated my bank account number and or transit number or something of that nature. They tell me that there has not been any evidence that Virgin requested a payment and no denial on the banks part to fulfill such request. Furthermore, my pay goes into this account, and several bills get paid out of this account every month. In the 30 years or so of dealing with my bank this has never happened, so there certainly is a reasonable chance something is wrong from your end.

At any rate, I will reapply for pre-authorized payment and pray that you can set this up for me.

Re: Preauthorixed Payment Through My Bank not being received by Virgn Plus

KenRepasi — Sun, 22 Mar 2026 14:33:33 GMT

By the way, thank you very much you provided me with the most useful information to hopefully solve this problem. I have resubmitted my information and now have some confidence that going forward, Virgin Plus will be able to direct withdraw my payments.

Re: Preauthorixed Payment Through My Bank not being received by Virgn Plus

VirginPlusKris — Sun, 22 Mar 2026 14:38:21 GMT

Happy to help, @KenRepasi.

Please do keep the Community up to date as to whether or not your preauthorization is successful - do keep in mind that there is a delay of one billing cycle (or 30 days) before a new pre-authorization comes fully into effect, so your upcoming payment will need to still be done manually. You can take a look at our thread here on How pre-authorized payments work? for more info.

If the pre-authorization fails to go through again, please let us know and we'll be happy to take a closer look and investigate.

— Kris

Re: Preauthorixed Payment Through My Bank not being received by Virgn Plus

KenRepasi — Wed, 25 Mar 2026 20:10:50 GMT

Thank you, I received a confirmation email from Virgin Plus that my payment will be withdrawn starting with the next bill. But I will keep in mind that it may be the following month.

I will get back to you on the 18th or 19th of April and let you know if my payment came out of the bank.