on 14-09-2012 10:54
on 14-09-2012 15:30
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.
on 18-09-2012 00:04
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.
on 18-09-2012 10:19
on 18-09-2012 11:03
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????
on 20-09-2012 16:12
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?
on 29-09-2012 18:25
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.
on 30-09-2012 00:43
they seem to be more involved in advertising that actually fixing ................
on 01-10-2012 09:52