Kevin Sullivan of Virgin Media was supercilious, patronising and entirely unhelpful. Virgin Media cancelled my direct debit without informing me. I was not late on payments, I did not have a bounced payment and neither I nor my bank cancelled it. They ultimately accepted that they had cancelled the direct debit. Then they levied late payment charges on me because I missed a bill payment, and said they would not cancel it as I have a responsibility to check all my bills and ensure the direct debits go out on time. I explained that no one has time to check every bill and confirm it against direct debits, in the same way that no one has time to read every term and condition before they sign up to anything. He agreed but still refused to cancel the late charges. If anyone had told me they were cancelling the direct debit (in any form of communication) I would have set up a new one. They have no idea how to retain customer goodwill. This ie explained by their 0.7/10 rating on TrustPilot.