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Fraud - Customer Services don’t care!!

I used to have a Virgin Mobile SIM only deal about two years ago. 

Then I ported onto Three and subsequently moved house (April 2018). 

Today I received an email confirming a SIM order in my name to my old address.  I have also noted a new Direct Debit on my bank account.   I immediately called Virgin Media and after much confusion managed to explain the situation to the agent. 

Given I haven’t had a Virgin account for two years I wasn’t able to pass all of the security so pretty much got to a dead end.  However, I was promised that it would be referred to the “back office”.  Despite asking to speak to a supervisor repeatedly I was just fobbed off.  I asked to speak to the fraud department to be told that the agent did not have the phone number!!!

Clearly I am far from impressed and absolutely certain that the “back office” will treat me in the same way as many others In this forum. 

Can anyone from Virgin Media on here please help me??

Many thanks,


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Re: Fraud - Customer Services don’t care!!

Hi Anabel_K,

Thanks for your post and welcome to our community. 

I'm very sorry to hear this and can fully appreciate you're keen to get to the bottom of things. 

I can also assure you this ins't the level of service we aim to provide and it's disappointing to learn of instances like this. 

I'm going to pop you a personal message and we'll take things from there 

Emma_C - Forum Team
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