Please Help As I Am Rapidly Losing The Will To Live....

[peterfoster]

On 02.09.12 I sent the following email to Virgin Mobile and immediately received an acknowledgement thereof promising to get back to me "as soon as possible"-

"I had a two-year contract with Virgin Mobile which expired in April 
but I continued to pay the full monthly amount for two or three 
months until July 14 when I contacted Virgin Mobile and spoke to 
"Ricky." I agreed to change my monthly arrangement to a rolling 
monthly sim-only deal (600m, u/l texts, 1GB data and u/l virgin to 
virgin calls) at a monthly cost of £10. Ricky said I would receive a 
text confirming the switch (which I did) but that the monthly amount 
stated on the email would be £15 not the agreed £10 but he said not 
to worry about this because the true monthly charge was £10. My 
statement dated 11.08.12 showed that I was in credit for £8 being 
£23 credit for the old contract less £15 debit for the sim-only 
deal for the month to 11.08.12. I contacted Virgin Mobile on 14.08.12 
and spoke to "Brian" and told him that I had been charged £15 for 
the first month of the sim-only deal instead of the agreed £10. 
Again, as with my conversation with "Ricky" on 11.07.12, "Brian" told 
me not to worry and that the true charge was £10 per month and not 
the £15 I had been charged on the statement dated 11.08.12. But I AM 
worried! £15 has been debited to me instead of the agree £10 for 
the month ended 11.08.12 for the sim-only contract with the result 
that my statement balance as at 11.08.12 was showing as £8 credit 
instead of £13 credit! (i.e. £23 credit less £15 debit instead of 
£23 credit less £10 debit). I notice that currently the monthly 
cost of my sim-only contract is shown on my account details as £15 
per month instead of the agreed amount of £10 per month. Kindly 
please confirm our agreed charge of £10 per month and adjust my 
statement accordingly to show a credit balance of £13. Thank you."

10 days have elapsed and still no response from Virgin so it was no surprise for me to see that my current bill, issued today, again includes the incorrect charge of £15 for the month instead of the agreed £10.

I would be eternally grateful for any guidance as to the best way forward with this. Thanks.

[carlman]

If its any consolation I feel your pain , I to am losing the will to live and my head is spinning from this merry go round I appear to be on .

My contract has been messed up since it started a couple of months ago , I was given a discount as a valued customer but I have to call 789 to get it applied  ... lol , way to treat your valued customers Virgin .

My refresh date was on the 7th and I still haven't received it plus I have no access to my account , an email sent on Friday was met with apologies and an assurance they would get in touch .... still waiting .

So many calls to 789 I feel I'm on personal terms with the call centre staff now , what does it say about a company when they can't get the most basic thing ... a customers contract ... right .

I received a text yesterday asking me if I would like to change my tariff ... oh how I laughed .

[peterfoster]

It helps to learn that I am not alone in this regard, carlman....

[Krystal_E]

Hi peterfoster,

I can appreciate you'd want to get this issue resolved and confirmation accordingly, we're unable to deal with billing matters on the forum. I'll pass on your details however to someone that can look into this for you. Please respond to my private message.

Many thanks.

[peterfoster]

Many thanks, Krystal. I have pm'd you.

[peterfoster]

Problem fixed! Thanks, Krystal.