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pjt50
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PAYG credit refund

We've just left Virgin Mobile because the PAYG service was ending.  My partner ported her number to a new provider last week.

I read in the press that we had up to a year to reclaim the outastanding credit.  My partner has just phoned 789 & was told that, because she's already ported her number,  her credit has been lost.

Surely this can't be true.  She needed to use Virgin up until the time the number was ported so couldn't reclaim the credit before that.

Can anybody suggest how to resolve this, please?

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Paul_DN
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Message 2 of 23
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Re: PAYG credit refund

Hi pjt50,

Thank you for reaching out to us and welcome back, as the number has now been taken and the account closed any credits would now have gone, this would have had to be done while the account was active, apologies for any inconvenience caused.

Regards

Paul.

 

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pjt50
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Re: PAYG credit refund

So where was this explained? Certainly not in the communications or anywhere on the website (as far as I could see)?

So just to be clear:

(1)  We had an account with Virgin with over £40 in it which we couldn't use because Virgin withdrew the service.  We're entitled to have the credit refunded.

(2)  Without any warning Virgin has closed the account and pocketed the money.

Is that correct? If so, it's not good enough. It's just a Virgin money making scam.

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Paul_DN
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Re: PAYG credit refund

Hi pjt50,

I appreciate the PAYG has gone this is correct , the account was closed due to the number going to another company?

Regards

Paul.

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pjt50
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Re: PAYG credit refund

Yes, but where was this explained?  My partner was relying on the Virgin service up to the moment the porting took place so how could she reclaim the credit before that?

I'll take this up with Complaints.  So glad to be leaving Virgin Mobile.

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Paul_DN
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Re: PAYG credit refund

Hi pjt50, When we first sent out the communication advising the service was ending we did advise customers to use and balance they had on the account?

Regards

Paul.

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pjt50
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Re: PAYG credit refund

But at the same time we were being told that we would be able to claim the money back - as we should seeing Virgin was withdrawing the service.  It's all a bit of a shambles.

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John_GS
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Message 8 of 23
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Re: PAYG credit refund

Hi @pjt50

Was it you or your partner who was the account holder please?

Let us know and we can assist further.

Kind regards,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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pjt50
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Message 9 of 23
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Re: PAYG credit refund

Hi John,

Thanks.  My partner was the account holder.  I can provide any required details - or I can ask her to continue under her name.

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John_GS
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Message 10 of 23
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Re: PAYG credit refund

Good morning, thanks for coming back to me. If you can get your partner to post on here then we can help 🙂

Best,

John_GS
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Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

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