Total lack of response

[anital]

Wywe have all of our communications stuff plus tv from you. I also have a Blackberry which I have not been happy with and,thinking my contract was up in July, duly purchased another phone in late July. On ringing you for the PAC code I was informed that the contract was 2 years and I had another 10 months to go. Not wishing to argue the point then (I was on holiday) I left it until late August to pursue this. As the phone is in my husband's name (antiquated system of only having 1 of us named on the bill) he spent 30 minutes on the phone trying to get to the right department to sort it out. Eventually, he was told that there was no written contract for the 24 months (which we dispute) and it would all have been verbally agreed during the initial phone call to sort out the blackberry in the first place. Neither he nor I remember 24 months being mentioned and we cannot check any paperwork as there isn't any. We requested via your website that the recording of the phone call be retrieved so you can prove that 24 months was indeed mentioned and agreed to. You have not done so apart from an automated response. We emailed again 48 hours later, but still no response. That was on 30th August, I still have to take 2 phones with me and am still paying 2 mobile bills. I suspect that you are ignoring us as we may go away. I am not impressed with this lack of response. We do not believe that a verbal contract is sufficient or can be binding. Please can you do something to kick whoever needs it into touch to retrieve this phone call. You must keep them, otherwise how can you enforce them with no records? Odd way to do business. We are considering going to Sky as they have cheaper and better deals, but would prefer not to have the hassle. Anyone else had this trouble?

[countyexile]

I am experiencing similar problems with VM.

Have been a Telewest / VM customer for many years with XL TV, XL Broadband and talk unlimited phone plus two separate mobile contracts for myself and my wife.

It seems customer loyalty is not reciprocated by VM though as recent  enquiries through the Virgin Mobile website are just totally ignored (other than automated acknowledgments).

My wife has a Blackberry and we thought the contract was for 12 months and would have recently expired. However as the paperwork shows no contract term (whereas my own contract for my Samsung clearly shows 24 months) I asked VM to clarify what the contract term was for the Blackberry but this has just been ignored.

A  request plus 3 reminders regarding errors on my latest bill (50p daily internet usage charges for 2kb downloads at a time when there was almost 500mb unused allowance under my contract!). has also just been ignored.

What is the point of having an online contact form for customers if VM don't bother to reply - at the same time as claiming under their customer service agreement that they usually respond within 24 hours???

I think the time for a change of supplier for all services is rapidly approaching as enough is enough.

[jb66]

Can you prove it's not 24 months?

[anital]

No, I can't prove it's not 24 months, but they can't prove it is!!!  And they won't reply to the online form, I've contacted them twice, but they just ignore my emails. They won't give any more info on the phone than "it would have been made clear to you at the time" but can't prove it. Why should I have to prove it when they (supposedly) have the proof? If they have the proof, produce it please!

Feel totally powerless in the face of their corporate wall.

HELP!!!!!!!!

[Krystal_E]

Hi anital,

Our contracts team (also known as General and Billing) can send out a copy of the contract to you so you can see what was set up originally by calling 789.

Many thanks.

[elbmek]

I hate to slag off such a good company, but if the customer did not sign anything for 24 months, then he is not under obligation????

[anital]

That's all,very well sending out a copy of the contract NOW but what about when we took it out? We still have had no response from VM and as has been pointed out, if we didn't sign at the time and received no contract and it was all verbal (with no proof as yet as they can't respond to 2 web request forms) how can they hold us to this contract?

Dreadful.

[NicolaGilmour]

This seems to be a recurring theme with Virgin Mobile. I cancelled my contract a few months ago yet I am still receiving emails saying my bill is now available to view online. I have contacted Virgin numerous time, and I always get a recorded message saying "we're really busy at the moment" then im promptly cut off. I have also tried emailing and 3 times in a row I've had an automated generic response which says "it looks like you haven't called us yet" bearing in mind, my email has stated that I cannot get through, this makes it even more frustrating! And to top this off, I cannot actually log into my online account. Since I've cancelled the contract, I keep getting a message when logging in which says oops something went wrong and we're fixing it.

Virgin obviously aren't fixing it as it seems to be affecting a lot of people and now I am at my wits end trying to find out why I am being billed for something that was cancelled out of contract.

I have asked in my email to raise a formal complaint, but still I get the same generic message asking me to call them. Only place left for me now is to go straight to Ofcom as my credit rating will also now be affected and I have always had a perfect rating.

[elbmek]

they seem to be more involved in advertising that actually fixing ................

[Krystal_E]

Hi guys,

Just to reliterate - the copy of the contract is from when it was originally purchased - it gets these details from the original order - it's just a duplicate copy.

Many thanks.