I bought my sister a Virgin PAYG phone for emergency contact and organising transport way back when she was undergoing chemo. She received a text last year saying her PAYG service would end on 11 January 2022. The phone is on my Virgin account as I bought it, however, I did not get any communication on this matter direct from Virgin. There was over £14 credit left on the account. As the service was stopped on 11 January, I requested a PAC today to transfer to another supplier ASAP so that my sister is not without a mobile phone. Virgin have charged the account for the PAC, so that there is no balance to reclaim. How come the PAC cost me £14+ when it is supposed to be free ? Why can I not get a refund when Virgin removed the service ?
I mysteriously could not get a network connection in the week before the 11th and on the few occasions I did get one could not get a connection to customer care on 789. So I too did not get a refund, slightly larger than yours and lost interest in getting a PAC. I have lodged a formal complaint andwill be raising the issue on TrustPilot. Please join me.
I'm sorry to hear that there's been an issue with the balance on your mobile account- we do not charge to issue PACs so this charge must be for something else. I'll pop you over a PM now so I can look into this for you and find out what's happened.
Please look out for my message over at the purple envelope 🙂