payg refund timescale

[valdez]

despite not being given a date it appears that my PAYG has been ceased, when will the outstanding credit be returned to me ?

[Ashleigh_C]

Hi there @valdez

Thank you so much for your post and I am so sorry to hear that you have been effected by this closure, we would have contacted you in advance to this happening. 

You can read more about the closure here. For the left over credit on our phone you can either use this up before the closure or you can request a refund online by registering your details with us via Your Account then calling us on 789.

Thank you.

[valdez]

it appears that the phone was shut down because it had not been used

allegedly, but not factually, messages to that effect would have been sent

regardless of that Virgin Mobile has refused to return the outstanding balance 

[Ashleigh_C]

I am so sorry to hear this @valdez!

Can I ask what reason was given for not being able to refund the credit? 

Thank you.

[valdez]

apparently the credit is not visible as the phone has been deactivated

so it has been kept by Virgin Mobile 

[Ashleigh_C]

I'm very sorry to hear that @valdez.

I'm going to send you a PM now so we can check the account for you and see what has happened. 

Please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message.

Thank you. 

[nodrogd]

Looks like you may have fallen foul of the 90 day rule in the PAYG Terms & Conditions.

You must make a chargeable outgoing call or text at least once every 90 days or the SIM is deactivated.