Twice my phone has been returned and contract cancelled

[ColinPenn]

I’m a new customer to Virgin Mobile and have had my mobile contract cancelled twice!!!

I signed up for an iphone 14 with EarPods passed all the checks, signed the contract, told the phone was shipped. Then the next day yodel has a message on tracking saying phone sent back. So I called, whatsapped, screamed, with no explanation or apology.  

Resigned again with a customer service agent only for it to happen again. I’m so unhappy, I can’t get any help from anyone and don’t really know what to do. I’m hoping as a last resort someone here can help. If not I will have to go elsewhere and let Virgin cancel contracts at will. 

[John_GS]

Hi @ColinPenn 

Thanks for posting and welcome to the community.

Sorry to hear of this order dispute. I'll send you a PM now, raise a case, assign to the relevant team and they'll contact you asap.

Best wishes.

[ColinPenn]

Thank you John

i do t hold much hope I’m afraid. This is clearly a known issue but it’s being ignored. I notice that at least 4 weeks ago on this forum other customers reporting the same. 

[John_GS]

Thanks for joining me on PM @ColinPenn 

This has been raised to the specialist team who will contact you asap.

Best wishes.

[HughJarsse]

'This has been raised to the specialist team who will contact you asap'

Best of luck with THAT one!!

Best just go to another provider QUICK, and be thankful you've dodged the bullet!! Otherwise, this will run, and run, and six months from now, you will wish you had just jumped ship...Believe Me!! 😭

[ColinPenn]

I hear you. Thanks. 

[ColinPenn]

And it’s now Wednesday and no one has been in touch. It’s disgusting. I am genuinely lost for words. I would advise anyone thinking of joining this joke of an organisation, DONT!!!

[John_GS]

Hi @ColinPenn 

The team have your complaint and will be in touch asap. There is no delay on this, they are doing their investigation to be able to come back to you with the resolution.

Best wishes.