Really disappointed with Virgin Mobile. I spend over £250 a month with Virgin (gym x 2, full broadband, t.v., landline, calls,mobiles, ...). I take on a knew mobile phone in September and they are now billing me for 2! I've spent over an hour on the phone in the last week (today's New Years eve) and they have yet to call me back (as they promised) to sort this out. They said they had to play back recordings, ... If I don't hear from them by COB Monday 4th Jan 2016 I plan to go with Sky and not renew gym memberships - all for the sake of £16/month wrongly billed. Not sure if this is the right place to get heard but thought it worth a try - also posting on various other blogs to warn people that Virgin cannot be trusted to resolve even with the simplest of queries. - Really unimpressed!!!
Welcome to the community and thanks for posting. I'm terribly sorry to hear you're being charged for 2 phone contracts. I completely understand your concerns with this as you should only have 1 bill for 1 phone.
I see this post is a few days old so I'd like to check what the latest is with it. Could you please answer the following questions:-
Both mine and my wife's phones were due for an upgrade in September. My wife's phone was fine so I switched to using hers and went SIM only and then ordered an upgrade phone for my wife. Virgin continue to charge me for a phone I no longer have!!
Have you heard anything back from the team?
They promised to call me back, they didn't! - Is it best that I cancel all the Direct Debits - will that get quicker attention?
Have you been back in contact since posting?
I think spending over an hour on the phone is long enough, I'm now spending time checking Virgin finish dates for the TV, broadband, gym memberships, mobiles, etc so I can change. A pity, my wife and daughter likes the gym but you have to draw a line somewhere.
I definitely wouldn't advise on cancelling your direct debits because this could potentially impact your credit rating regardless of whether you feel this is our fault or not. I don't want this to happen to you.
Why was a call back promised? From what I can gather you needed a simple downgrade to SIM only on your contract and a handset upgrade on the other. I assume this could have been done easily over the phone but I'm just guessing as I wasn't part of the call.
I appreciate it's not your responsibility to go chasing this again but it's something I would highly recommend. Perhaps call them at a more convenient time to get this resolved once and for all.
The first said it had to be the contracts team that dealt with this. The second time the Contract Team needed said they needed to play back the recording of the telephone calls, and then call me back in the morning - What a shower!
Yes, pleased to say it was sorted out in 2 minutes after I called. Perhaps they can track down the people I spoke with earlier about this and get training from the very polite and efficient young lady I spoke with this afternoon.