I have been a Virgin Media customer for many years.
I received a mobile sim in December 2018, I hadn't ordered it. Called Virgin Mobile - reported this a fraudulent account. I was given a fraud team reference number and told that I would be contacted in 48 hours. Didn't happen.
Then got a letter in mid-January 2019, stating account suspended and that I was in arrears. Called Virgin Mobile - advised couldn't find account - told to ignore the letter.
Then got another letter at the end of January 2019, being charged whole contract charges and matter being sent to debt collection agency. Called Virgin Mobile - advised couldn't find account - letter was likely ongoing fraud. Reassured that my details were to attached to a Mobile account with Virgin.
Today received a letter from a Debt Collection Agency. Called them - informed them of fraud, they said they will discuss with Virgin. I also called Virgin Mobile - told this time that that account was present in my name - they cant discuss with me as I cant pass security (of course as I didn't set up the account). Have been advised that has been referred to the "back office" for investigation.
I am going around in circles - customer services appalling - debt collection agency involved. I need help please. Any advice?
Very disappointing to hear of the mobile account issues but thank you for posting your query on our forum. Can you confirm when you last spoke to the team? Did the agent you spoke to advise which 'back office' team this was being passed to and when they are due to contact you back?
I have been speaking to Virgin Mobile today, a few times, as I couldn't get anywhere. The "back office" wasn't clarified but as I was trying to raise concerns about fraud, I hope it was the fraud department. I was told to wait 4-5 days or 9-10 days (depending on the person I was speaking to) for the mobile account to be cancelled and then to call customer services back to check.
Didn't fill me with any confidence. Hence posting here.
From the information provided and your concerns around the new mobile account and subsequent correspondence this will be being fully investigated. We would advise to allow the 5 working days to pass and if this is still something you require assistance with get back to us here.
Is your issue now completely resolved? I am suffering similar since someone fraudulently took out 3 contracts in my name (with someone else’s bank details) in order to get new kit delivered to me and then attempted to recover it from by impersonating a Hermes driver.
This happened on xmas eve and I immediately (same day) reported it to Virgin, Action Fraud and the Police. The Virgin call centre in Manilla has been unable to help me as I can’t access “my account” as I didn’t set up the password or security questions.
I have sent two complaints to Virgin, the first on 28th Dec and the second last week and other than the automatic email response Virgin have done nothing other than send me chasing letters for debt of which the last gives me 5 days to today otherwise it goes to a debt chasing agency.
In my first complaint I even said in writing that the contracts should be ended as they are fraudulent and were still within the 14 day contract cooling off period but at least one still appears to be running.
I don’t know what options I have left, Ofcom, Twitter, Legal Action(?) to get Virgin to deal with it. The company does not seem to have the capacity to address such matters and it is causing me a great deal of personal stress as well as time (and initially fraudsters coming to my house).
If you have any other helpful tips please do let me know.
I've had the same thing happen to me. I received a monthly contract SIM in my name, but with someone else's direct debit details. I've been back and forth with customer services, but they cannot put me in touch with the fraud dept. Customer services keep telling me they have raised it with the fraud dept who will call me back, but they cannot give me a reference, and the fraud dept hasn't called me back. Additionally, whenever I call back, the customer service rep cannot even confirm that the last rep I spoke with did anything because they can't access my account.
Sorry to hear of your trauma. The VM business does not have the capability to deal with this in the normal course of business. I only got sorted when Melissa came to the rescue via this route. She was really helpful and got it dealt with.