A recent issue meant I used the text service preferred by Virgin Mobile.
I now see why you prefer it! -- "Just send your query to 07533016422 and we’ll text you back."
I was online for 1hr 40mins. At one point I was asked to send a screenshot which I did. I now find I have been charged for a picture message!
12:10 Picture message 07533016422 - £0.50 Note the number
I have just spoken to a most obnoxious foreign agent for no less than 21 minutes about this charge. He eventually said he would remove the charge BUT went to great lengths to deny that the picture message in question was sent to Virgin Mobile - which in fact it was - and implied he was doing me a favour!
This is yet another example of the appalling service provided by your agents.
I understand your reasoning, partially, but disagree about the charge. If Virgin Mobile ask me to send them <anything> then, as they requested it they should pay for it, not me. The chat agent may well be in the wrong. The follow-up agent is certainly not doing his job. Between them they should stand the cost.
The purpose of my post was to obtain a resolution, only Virgin can do that. Erroneous comments don't help. Perhaps a little more insight is required, so let me enlighten you.
1. Disconnection is always a last resort, as legally required. Long before that a company must prove that all attempts have been made to resolve an issue. 2. Credit files, especially those in good standing, are easily corrected when justifiably disputed.
3. The required attention has been achieved.
• Persistence, combined with the relevant knowledge, always pays off.