I needed to change the Direct Debit for the airtime and handset agreements.
No problem changing the DD for the airtime contract, did that in a couple of minutes. But I don't have the agreement number any more so I can't do it online.
So I ring 789, speak to someone who didn't seem to understand what I wanted to do and wanted to sell me a new package! Eventually, after 20 odd minutes and my blood pressure increasing, he changed the direct debit.
Because my faith in Virgin Mobile is non-existent I asked the person to confirm the date and amount of the next payment. He gave me the airtime one - he'd gone and changed the airtime, despite the fact it didn't need changing. I'd given him details and he'd done nothing because nothing needed to be done!
I've tried to make a complaint via the chat only to be told that the make a complaint option is only for media services.
Why is it so difficult to deal with Virgin Mobile?
It's now midday and I've wasted 3 hours trying to solve this problem.
I've now solved the problem. I am told by Ryan who is based at Virgin Mobile in Manila that I am unable to change a direct debit for the handset contract. Once it is taken out, no changes can be made.
I asked him to confirm this and he did.
I cannot believe that Virgin Mobile would refuse to change someone's bank details. My bank account is closed, no payments are coming out of it any more, so what do I do? I can't do anything. I can pay for my airtime from my new bank without a problem.
So this afternoon when I've bought a new phone from another provider, I'm going to post the phone back to Virgin.