I have been a Virgin Media customer for many years.
I received a mobile sim in December 2018, I hadn't ordered it. Called Virgin Mobile - reported this a fraudulent account. I was given a fraud team reference number and told that I would be contacted in 48 hours. Didn't happen.
Then got a letter in mid-January 2019, stating account suspended and that I was in arrears. Called Virgin Mobile - advised couldn't find account - told to ignore the letter.
Then got another letter at the end of January 2019, being charged whole contract charges and matter being sent to debt collection agency. Called Virgin Mobile - advised couldn't find account - letter was likely ongoing fraud. Reassured that my details were to attached to a Mobile account with Virgin.
Today received a letter from a Debt Collection Agency. Called them - informed them of fraud, they said they will discuss with Virgin. I also called Virgin Mobile - told this time that that account was present in my name - they cant discuss with me as I cant pass security (of course as I didn't set up the account). Have been advised that has been referred to the "back office" for investigation.
I am going around in circles - customer services appalling - debt collection agency involved. I need help please. Any advice?
Thanks in advance.