I have been a Virgin Media and Mobile customer for 10 years. Every time I want to upgrade my mobile, I have to run the gauntlet of your appalling credit check system. I have an exemplary credit record with no issues. However, Virgin's underwriting services always decline my upgrade, despite the fact that I pay two direct debit to the company every month. Every time this happens, you eventually admit your mistake. This time, I have wasted hours trying to sort this out on the phone, and in branch. No one has been prepared to take responsibility for this. My credit file is now showing a missed payment in November for Virgin Mobile, despite the fact I pay all bills by direct debit. I have checked with you tonight and Virgin confirms my account is completely up to date. So, yet again, your useless underwriting service has screwed up, and I am paying the price for it.
I contacted Virgin Mobile on Twitter to be told that I had to send details of what happened in several tweets because you did not have a customer service email. I reluctantly did this, and then got a replay saying they couldn't help. The whole thing is a disgrace, and I have had enough. I successfully got the phone I wanted through Tesco Mobile tonight and will be leaving Virgin Mobile but I suggest you sort this out before more people have to go through the same nightmare.
I am so sorry to learn of the issues you have faced trying to upgrade! I will feed back your concerns into the company, and I am so sorry that because of this we have lost you as a customer.
If you haven’t cancelled yet, please give our cancelations team a call on 789 from any Virgin Mobile, 150 from any Virgin Media landline, or 0345 6000 789, and they can have everything sorted out on that end for you.