Re: Email to 'Theteam@virginmobile.crave-exclusives.co.uk' bounces. What SHOULD that address be, ...
Hi Rich_B, and thanks for stepping in.
1. Please do put something into the system to try and get that dead email address updated/replaced in the database that your phone-help colleagues are using in good faith. Directing people to submit their complex issues (to say nothing about actual complaints!) to a dead email address sends a very bad message about Virgin's idea of customer care!
2. My original message was this:
Hi there, Regarding my account as Neville Percy, on [phone no.]
I received a customer satisfaction call from Virgin some time ago -- I'm afraid I can't place it more accurately than something over a year ago, 2013 to summer 2014. On this call the representative was keen to ensure I was aware that I had £60 of credit accumulated from my Pay As You Go payments for such time as I next wanted to buy a new phone.
I am now ready to buy a new phone -- at the top of the range offered for Pay As You Go customers -- but discover that credit on the Crave scheme (now?) doesn't accumulate for more than two years. It shows as £20, which is about right for two years' worth. But if this were the case, there's no way I could ever have been on £60! It seems to me that either I have been misinformed by a Virgin representative in the past, or there has been a change of policy that has cost me at least £40 of my loyalty bonus, in which case the loyalty appears only to work one way.
I am both mystified and disappointed by the current situation, which has caused quite some personal inconvenience. I would be grateful if you could provide an explanation. And this £40 discrepancy makes the difference between buying from Virgin, or saving money by buying elsewhere.