Virgin mobile charging for dialled calls even when number is busy?
I cant believe it! I am on an old PAYG tariff (simply 8p). Noticing recently that my credit was disappearing fast I checked to find that Virgin were charging me for calling an English landline number that was busy (engaged tone). After calling customer service & arguing I was eventually put through to a Manager by the name of Dexter ( ref number 77*****) who assured me this is their current policy. I am outraged & do not know where to turn next!
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I've finally got a member of the Virgin executive team to look into it ( complaint number COM101275755 ) but before I thought to take a screenshot of these calls & charges they have miraculously disappeared from my account!! Although it has not altered my balance!! ( I smell a Rat?)
Also after 1 week of investigation the person dealing with my complaint has yet to provide me with an answer as to why on 25th January Virgin started charging me for Virgin To Virgin Mobile calls. Under my tariff I should be getting 50mins of these calls free per month if I stay in credit. ( I have now taken screenshots).
But are your Virgin To Virgin calls being deducted from your " goodwill minutes" and what happens when they run out?
yes they are because the free VM to VM still isn't working but I'm hoping it will be sorted before the goodwill minutes run out.
I've just received my call back as promised. Unfortunately, no change
The agent plans to address the matter with his manager on Friday hopefully to be resolved by early next week and will give me another call back. (He is aware of at least one other Simply 8p tariff customer with the same problem).