I tried to upgrade my mobile early October with Virgin. I have had an account for approx. 3 - 4 years and pay by Direct Debit. I was told Virgin now bill by two payments. One for air time and one for handset. I was declined for approx £6, the cost of the handset rental. I wrote to the underwriters as there had been a confusion over my address, I had forgotten to inform Virgin that I had moved, even though I was paying my contract account on a monthly basis. I also contacted the credit rating people Experian to explain the problem. Experian responded and I obtained my Credit Rating report for a cost of £2. Virgin Underwriters have still not responded. I'm feeling very disappointed as I was hoping to upgrade my telephone as a matter of urgency as I am having problems with the old handset Galaxay Ace Mini, which I upgraded to back in December 2014. My handset keep switching itself on and off and also keeps telling me I have removed the card unexpectedly, which I haven't, so you can imagine my frustration. Please help me to get this sorted.
I’m so sorry to see that you have had issues taking out a pay monthly contract, I had a quick look at your account and it seems as though this has been resolved, could you please confirm if that is the case?
Thank you for getting back to me. I need to contact the shop where I tried to upgrade and they will have to do another Credit Check. Strange idea being as I had already being paying my contract by Direct Debit anyway for approx. 3 years. It was the underwriters that refused me for the cost of the handset approx. £6 per month. My credit with Virgin was excellent, so my Airtime account was fine. So until I can be credit checked AGAIN, I wont know if this has been resolved. I will telephone today and see if I can do this over the telephone. If I can't, it will have to wait until Monday when I can call there after I finish work.
Thank you for getting back to me, I can have a look for you and try and see if I can get some answers for you, I will shortly send you a private message so I can get some more information about your account, to pick this message up please click on the envelope on the top right hand corner.