I preordered the new iPhone 11 pro max via virgin mobile yesterday (19/09). During applying online it took me through the usual name, address, etc then said ‘performing credit check’ after a few seconds proceeded to delivery details stating delivery date was (21/09) and then direct debit details etc. This would lead me to believe that order was accepted and I would be receiving my new phone Saturday 21st. Yes?
I then received 4 emails from virgin - welcome to your account, please confirm your log in address, your marketing preferences are updated and next steps for your order. The next steps for your order email stated someone would be in touch about my order and if I had any questions to phone the number provided. I logged onto my online account and I noticed my order was ‘parked’.
So this morning this is what I done I phoned and after an 18 minute phone call of looping round menus I FINALLY get to speak to someone, this customer service advisor tells me they cannot find anyone with my name, address, email, order ID or mobile number in the system. Now this is baffling as I have virgin tv and broadband for a matter of months so I am confused - how can they not find me on any system? I am told they will refer this higher and someone will be in contact within 2 hours. Now my question was what is parked and what can I do to get it unparked? So to speak lol. The fact the girl on the phone could not tell me what ‘parked’ meant. 2 hours came and went, no phone call.
I, then, took to the website for some more information and found the text line. What a palava that became?! My first text explained the parked status and if it could be explained what this meant. I was asked my account details - name and address, then mobile number, then order id. Surprise surprise! Can’t find me?
‘Parked order. It is where you have ordered a phone and it's not been delivered for some reason.
We cannot arrange a callback here in messaging service. 789 is free to call so you can raise your concern to them.’
REPEATEDLY I was sent this message by the text messaging service. How can i phone 789 when I am not yet a virgin media customer? I am disgusted with the service and the way I have been treated today. Considering I have continually said how well the tv and broadband went in and I have never had an issue. I have literally 2 days ago ended 2 mobile contracts paid off with EE costing £150 collectively a month and now I am a student the deal virgin offered me was too good to true - clearly!
Guess what? 3 working days have passed, and still no communication and still a parked order! Called up, no idea where my order is, live chat tells me to call up, going round in circles here.
Anyway been accepted with Sky mobile will receive my new phone in the next 2 weeks and only £47 a month too, sadly wanted to keep everything (tv, broadband, mobile) with virgin as easier to manage but this is too much hassle. Do you know how I go about cancelling an order than can’t be found?