Problems with virgin mobile

[bethbradbury]

I am trying to cancel a number with Virgin mobile. 

My son has the account and has forgotten his sign in information. When he's contacted the company, he's been told that he can't be spoken to as he can't pass security. He now has two missed payments on his credit file for a number he isn't using and he can't gain access to to pay despite virgin saying there is no money owing and there's a direct debit set up to pay the account which there was until recently but now it's been cancelled. This is causing huge issues and no one seems to want to help. 

Please can someone advise further. 

[David_Bn]

Thanks for your post on our Community Forums @bethbradbury, and a very warm welcome to you!

When a customer is seeking to cancel a contract with us, they would primarily need to be the account holder and then secondarily be able to pass data protection

With the account holder we can also issue a memorable word hint on the account, and secondary data protection questions in relation to the account and the billing on the account

Does your son have access to the bills that are owned on the account? These will likely be a very helpful source for secondary questions for him to pass data protection on 0345 600 0789

Kindest regards,

David_Bn