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DeeOC
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Virgin Recycle - COMPLAINT!!

To whom this may concern,

I decided to take up an offer of an upgrade with my mobile phone recently. I am waiting for £280 to be credited to my account after sending my phone to Virgin Recycle.

My phone was sent, received and processed in a timely manner - which according to the reviews of the service is fairly good. A week ago I received a message to say it was all going through and the money would be in my account within 3 working days ( which is different information provided by the website which states all payments are 'faster payments').

I have emailed the recycle team to no avail, I haven't even had so much as a response. I have called the number provided several times and spoken with Anna - who I must say is lovely and very helpful. But unfortunately she is not the one who can put the payment in my account!!! I called Monday and was told the money would go in Tuesday - it didn't. I called yesterday and was told the accounts team were all at meetings and it would be processed today - it hasn't.

I am absolutely furious! This is not just a few pounds - this is almost £300 that I could really use due to it being my daughters birthday on Sunday. Had i known the service would be so slow I would've just sold the phone myself!! I do not want to hear that you can't help, I do not want to hear that I need to go back through the recycle team - I would like someone to contact me and give me straight answer as to when my money will be in my account.

My virgin media services including 3 phones and TV are near £200 a month. If i withheld my money for these services and simply said that i had been in meetings all day, or that I was busy do you think you would still be providing me with those services?

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Jossey999
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Re: Virgin Recycle - COMPLAINT!!

Have you got paid yet. I am having the same problem they received my phone on 15th November and it’s now 23rd. An email I received said I would be paid  in 24 hours. Tried emailing them but it takes 48 hours for a response and they are looking into it but that was Monday. 

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Superuser
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Message 3 of 12
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Re: Virgin Recycle - COMPLAINT!!

have a read here

https://community.virginmedia.com/t5/Virgin-Mobile/Recycled-phone/td-p/3878076

some help maybe?

____________________

Tony
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Forum Team
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Message 4 of 12
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Re: Virgin Recycle - COMPLAINT!!

Hi DeeOC, 

Thanks for your post and welcome to our community. 

I'm very sorry to hear that you've had some issues when it comes to recycling your phone and the experience you've had when trying to resolve this. 

I can assure you this ins't the level of service we aim to provide and it's disappointing to learn of instances like this. 

Have you had your payment since your post? If so that's brilliant. 

If not please pop me a personal message so we can take a closer look. 


 

Emma_C - Forum Team
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riverclinic
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Message 5 of 12
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Re: Virgin Recycle - COMPLAINT!!

Virgin received my iPhone x a month ago and said they would pay me £570 on the 7th Dec. This was not done.

All emails and text message to Virgin have resulted in nothing.  

Next step I guess is small claims court / Legal action to recover what I am owed. 

This is a significant amount of money 

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Castirling
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Message 6 of 12
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Re: Virgin Recycle - COMPLAINT!!

I am experiencing the same issues.

Sent 2 iPhones for recycling, original quotes at £75 and £50 respectively.

Revised offer issued for £50 and £0 or returned devices.

Called to be advised the iPhones were still locked to iTunes.

Unlocked same day and called to advise.

Sent a text message on 28th December advising fund release. NOTHING.

Called each week since to be advised payment appears to have been sent but can’t access account information.  They will contact Accounts Department to check sort code and account number and return my call.  NOTHING.

Beyond frustrating wasting what little time I have chasing poor company admin.

Have now raised the issue with “Resolver”.

 

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Wadster
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Message 7 of 12
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Re: Virgin Recycle - COMPLAINT!!

Hi I currently have the same issue with the bum team not wanting to tack ownership of the funds not being transferred. I got told I have to call the company virgin are using to take the phones in. I have explained that I am virgins customer not theirs but was told to either do that or get nothing. Can you help at all

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Castirling
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Message 8 of 12
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Re: Virgin Recycle - COMPLAINT!!

Finally, and only recently, resolved.

Contacted both 03454137137.  Spoke to Anna a few times; lovely but no resolve.  Think the person who eventually fixed the issue was called Diana.

 

Also, seen a few threads that contacted the 3rd party accounts team directly and his email is 

############### [MOD EDIT - Personal details removed]

 

If this thread is removed I have also PMd the address directly to you.

 

Hope this helps and good luck.

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Wadster
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Message 9 of 12
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Re: Virgin Recycle - COMPLAINT!!

That’s for the info. 

Sorry funny story. I call the trade up team give them a load for details then then confirm that the payment was processed 5 days ago to Virgin mobile freestyles (linked to my account) so I call virgin and ask the agent if the payment had been received. Yes and the refund will be in your personal account Monday.  So yesterday I had 4 different people at virgin tell me to call the company dealing with it as it ain’t their problem only to be told they had the money all along. And the agent I had a go at was the one who process the refund after the call had ended.    What is virgin doing on customer that will be taking business to sky very soon just totalled my monthly spend with vm £185 per month. Anyone from virgin interested??

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Forum Team
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Message 10 of 12
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Re: Virgin Recycle - COMPLAINT!!

Hi Wadster,

 

Thanks for your post.

 

I'm sorry to hear you've not received the help you need when you've been trying to get the payment issue resolved, and I can appreciate you're keen to get this looked in to.

 

Have you since received the payment?

 

If not, please pop me a private message so I can take a closer look in to this. 

 

Thanks.

 

Melissa_F

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