HELP & ADVICE

A CHANGE TO NON-DD SURCHARGES FROM 13th JANUARY 2018

If you took out a new service with us on, or after 18th July 2017, please read this important information.

The Payment Services Directive (PSD) is an EU Directive which outlines and regulates requirements of organisations providing payment services. This directive was updated on 13th January 2018 and is now known as PSD2.

The updated directive means that non-Direct Debit surcharges will not be applied for any businesses who take out a new service with us from 13th January 2018 onwards.

This new directive is also applicable to businesses who signed a contract with us on, or after 18th July 2017. For example, this could be an existing customer who has purchased an additional service or a brand new organisation signing up to Virgin Media Business services after 18th July 2017. If impacted, the credit will show on your next invoice under the line item of either “Non DD surcharge” or “Non Direct Debit charge”.

N.B. If you’re an existing customer who signed a contract before 18th July 2017 and you don’t currently pay by Direct Debit, please be aware that any existing non-DD surcharges in place will still apply. You can however avoid these charges simply by paying by Direct Debit. Please see the Direct Debit FAQ below for how to do this.

We’ve put together some FAQs for you below.

What’s changed?

A new EU Directive called PSD2 was introduced on 13th January 2018 stating that non-Direct Debit surcharges are removed for certain customers.

How do I know if this applies to me?

This new directive is applicable to businesses who signed a contract with us on, or after 18th July 2017. For example, this could be an existing customer who has purchased an additional service or a brand new organisation signing up to Virgin Media Business services after 18th July 2017.

 

N.B. If you’re an existing customer who signed a contract before 18th July 2017 and you don’t currently pay by Direct Debit, please be aware that any existing non-DD surcharges in place will still apply. You can however avoid these charges simply by paying by Direct Debit. Please see the Direct Debit section below for how to do this.

I’m impacted by this, so what does it mean?

It means that you’ll no longer be charged a fee for not paying by Direct Debit. We will also be crediting back any surcharges for these specific accounts from 13th January 2018.

I’m impacted by this, so what does it mean?I’ve got multiple services with you but I signed a contract for some of these after 18th July 2017. What happens here?

You’ll no longer be charged the non-Direct Debit surcharge for any new services that you took out from 18th July 2017. You’ll receive a credit for any surcharges that may have been taken from 13th January 2018, which is when the new directive came into effect.

 

However, please note that you will still be charged the non-Direct Debit surcharge for any other services that you may have taken out with us before 18th July 2017.

If I am eligible for a credit, what will it show as?

If credits are due back to you, they will be applied to your next invoice and will show under the line item of either “Non DD surcharge” or “Non Direct Debit charge”, depending on how you are billed.

Where can I get further information?

There is more informaiton on the official European Commission website.

Want to start paying by Debit Debit?

We’d like to remind you that Direct Debit is an easy and convenient way to pay your bills on time and setting up an account is easy. Simply contact our Customer Care team and they'll be happy to help. Alternatively, you can easily create one online using our online Direct Debit Mandate forms.

 
 
 

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