31-10-2011 20:50 - edited 31-10-2011 21:00
I have a Virgin Mobile 18 month pay monthly contract.
I upgraded my contract in August from £18 per month to £25 per month as my previous contract had come to an end. However, when I checked my bill it showed me tha I owed over £40 and I had not gone over on my allowance - this was within my tariff costs.
It turned out that they were charging me for both the £18 and £25 per month tariffs so I phone them up to sort it and they said they would. It turned out that they had not sorted it 15 days later and about £42 was going to be debitted from my account.
Have they breached it because they told me that my old tariff would be cancelled and I would switch to the new one? They have wrongly attempted to charge me for both.
Looking inparticular at clause 10.2 (a):
P.S. I also have no acess to view my account online and, after ringing up, they said they would sort it within 24 hours - a week and a half later, I still have no access! Another breach?
I just want to leave Virgin as I am fed up with their glitches but I shouldn't have to pay off my contract if they have breached right?
31-10-2011 22:13 - edited 31-10-2011 22:15
Dunno about the contract bit but the admin/service levels you've received seem to be the usual standard these days. Four of our household accounts moved from a 30 day rolling to a 12 month contract because Virgin offered a loyalty deal (we've had some of these account for over 8 years). They subsequently screwed up 3 of the 4 deals including double billing. When I eventually got through to someone on 789 who understood the problem, they credited the accounts immediately, but I now have to make sure I check these monthly because I frankly don't trust them to get it right.
When I joined Virgin, the service was superb and the costs were good. Now some of the tariffs are looking distinctly pricey (compared to T-mobile) and the service is dire. It is not all down to the move of their 789 operations, although that is certainly a factor, but their admin and billing systems are just not up to the job.
I would think about adding 789 as a speed dial if I were you! (and they'll still charge you 10p a shot to fix their errors).
01-11-2011 16:53 - edited 01-11-2011 16:53
... and just to be fair, the bill for one of these accounts has just come through and for the second month it is absolutely fine so, once you get this sorted out, IME - so far, it will stay that way.