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andreasing
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Virgin mobile my account app issues

App says I have more credit than I do and tried everything

I'm sick of phoneing and being told take it off and they will report it and then nothing

[MOD EDIT: Subject heading changed to assist community]

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Message 2 of 13
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Re: Virgin mobile app says I have more credit than I do and tried everything

Hi andreasing,

 

Welcome to the community and thanks for posting. Sorry to hear the My Account app is showing you incorrect credit information.

 

I'm not quite sure what you mean by 'take it off'.

Are you saying you've uninstalled the app and downloaded again?

If not, are you able to do this to see if it works?

How much credit do you have currently?

Do you have a screenshot for me saying differently?

 

Hope to hear from you soon.

 

Thanks


Rich
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Re: Virgin mobile app says I have more credit than I do and tried everything


Rich_B wrote:

Hi andreasing,

 

Welcome to the community and thanks for posting. Sorry to hear the My Account app is showing you incorrect credit information.

 

I'm not quite sure what you mean by 'take it off'.

Are you saying you've uninstalled the app and downloaded again?

If not, are you able to do this to see if it works?

How much credit do you have currently?

Do you have a screenshot for me saying differently?

 

Hope to hear from you soon.

 

Thanks


 


Rich_B wrote:

Hi andreasing,

 

Welcome to the community and thanks for posting. Sorry to hear the My Account app is showing you incorrect credit information.

 

I'm not quite sure what you mean by 'take it off'.

Are you saying you've uninstalled the app and downloaded again?

If not, are you able to do this to see if it works?

How much credit do you have currently?

Do you have a screenshot for me saying differently?

 

Hope to hear from you soon.

 

ThanksIMG_1035.JPG

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Message 4 of 13
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Re: Virgin mobile app says I have more credit than I do and tried everything

The balance that shows is ten pound to much and I've been on to virgin had new sim and removed app and was told not to put it back on for two week and still nothing works

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Message 5 of 13
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Re: Virgin mobile app says I have more credit than I do and tried everything

Thanks for providing me with that. Just a few more questions if you may.

 

Have you ever been as low as £10.00?

If so, does it still allow you to call?

Does the same balance show on your online account? (Log in here)

Did you purchase the handset from us?

 

Thanks


Rich
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Message 6 of 13
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Re: Virgin mobile app says I have more credit than I do and tried everything

Online account show right amount and when I get to ten pounds can't make call and it shows as 0 amount with virgin that how I found the problem and had phone before coming to virgin but problem with app only came last couple of months 

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Message 7 of 13
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Re: Virgin mobile app says I have more credit than I do and tried everything

This is what my online Account shows which is £10 different then the app I have uninstalled and reinstalled so many times it's always got this £10IMG_1037.JPG

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Message 8 of 13
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Re: Virgin mobile app says I have more credit than I do and tried everything

Thanks for answering the questions once again.

 

I'm going to get someone to look into this for us. Please give me a few days and as soon as I hear from them I shall let you know.


Rich
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Message 9 of 13
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Re: Virgin mobile app says I have more credit than I do and tried everything

Hi andreasing,

 

Just to let you know I've raised this to the IT team and they're currently investigating. As soon as I hear more I shall let you know.

 

Thanks


Rich
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Message 10 of 13
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Re: Virgin mobile app says I have more credit than I do and tried everything

Thank you it's hard to believe any of the information on the app with the credit being wrong x

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