Virgin Mobile
Customer Service (Lack of)

Hi all

This is the complaint i've had to resort to with Virgin Mobile after they failed to answer any of my questions or resolve them over the phone time and time again.

I forwarded this to the Office of Telecommunications Ombudsman who have advised me to complain.

THIS IS THE THIRD TIME I AM SENDING THIS EMAIL SO SORT IT OUT NOW!!! PLEASE NOTE THAT A COPY OF THIS HAS BEEN SENT TO http://www.consumerdirect.gov.uk/ AND I WITH NOT WITHDRAW IT UNTIL THIS MATTER HAS BEEN RESOLVED. URGENT I am very dissatisfied with the service I have received so far! I called up 2 weeks ago to upgrade from pay as you go to pay monthly, and I opted for the HTC HD2 on £30 a month 24 month contract. I received the phone on Saturday 9th January only to find that when I put my sim card in, it hadn't changed over to pay monthly. Even though I received all the paper work with the phone confirming that I should! I have since that date topped up several times to be able to use my new phone. I WOULD LIKE A FULL REFUND OF THE MONEY I HAVE TOPPED UP WITH IN ORDER TO USE MY PHONE ASAP!!! as of 21ST JANUARY I HAVE NOW TOPPED UP WITH £40 I WANT A FULL REFUND!!! I am happy with the phone itself and would like to keep it, but I want my pay monthly contract sorted! In the last week I also received my Ebill for £30 for my new contract- WHICH I HAVE NOT ACTUALLY YET BEEN ABLE TO USE! I would also like to be compensated for the time I have not been able to utilise this new contract. Another issue is, back in November I asked for a new phone and I didn’t like it so I called up so I could send it back and cancelled the contract- For some reason I was given a new number-(07986515002) This number still appears in My Accounts and I still receive Bills for it to my email even though I don't have that sim or phone or contract!!! I had asked for this to be sorted but it still has not happened. PLEASE REMOVE THE OTHER NUMBER FROM MY ACCOUNT IMMEDIATELY! Also every time I called 789 to speak to someone, it said that I had dialled an incorrect number! Please sort this out as your so called "excellent customer service" seems to be on a path to being Rubbish! the far and few times that I did get through I was told your systems were down OR I was put on hold and left, or transferred to a department who were unable to assist me at all and told to call back later! I want a written confirmation of everything you are going to do to rectify all these problems WITH DATES of when you are going to get this done by.

Company: Virgin Mobile
Country: United Kingdom
Region: England

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