I am in France. Been calling my Virgin account partner (landline and mobile) who's been stuck in UK since July 2020 trying to save her mom. Am her life-line after her mom died horrifically few weeks ago.
Suddenly, after topping up (Pay as You Go Big Talk Roam Like Home) I am no longer given any allowances, minutes, per agreement.
And they are now charging me full whack for calls to my partner that previously were free as part of package - subject to Fair Usage, which I cannot have exceeded owing to the fact I'm making fewer calls and allowances were always adequate before when I was making many more calls.
Trying to sort this out on 789 is totally impossible, the staff speak in accents I cannot understand, and they seem they have not a clue what my problem is. On top of that when I call 789 now it gives me my credit amount - then it hangs up. They are even taking money from my top-up for calls to me.
So I can no longer call a distressed and grieving loved one without risking my top-up vanishes within minutes, or my call is cut off as has happened.
Pull your finger out Virgin, after twenty years as a customer this is pathetic. You'll do nothing? Then we go to Ofcom.