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Complaint not resolved and unable to challenge

Joining in

I am beyond cross with the response recieved to my complaint.

It reads like my original complaint wasn't actually read or understood and again directs me to call o2 regarding my virgin mobile finance credit agreement. It also advises that I can ring on 0345 454 1111 to discuss the resolution, but I can't get past the robot! It asks for a virgin landline number virgin media account number NEITHER of which I actually have! That was part of my original complaint!

My initial complaint was that I couldn't access my credit agreement because I was missing the security key. o2 had claimed I didn't owe anything which categorically isn't true based on the last statement I had recieved from virgin mobile back in october. The number on the bottom of that statement is the number from above that I can't speak to a human on.

Your letter reads like it was written by AI and spends more time with empty vapid wording about hoping that my family is doing good than it actually does providing a resolution which incidentially was to speak to o2...AGAIN...

It is just as well I'm not trying to contact you to say I can't afford my payments!

Virgin claim I need to speak to o2 and o2 claim I need to speak to Virgin as it's about a handset loan not my airtime.

To add further insult, when I got your initial message saying you had my complaint and would be in touch, you provided a link where I could check the status of the complaint. This doesn't work! I get a message advising that "Your account has been disconnected. This means you're unable to manage on-going issues or raise new ones."

At this rate, I feel you ought to just write off the loan as a gesture of goodwill!

Will someone please just let me actually communicate with a human that knows how to resolve this?


Forum Team
Forum Team

Hi Zenfrozt, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums.

We're sorry to hear you've had some trouble accessing your loan agreement with Virgin Mobile. We're unable to give you the security key via the Forums but we can arrange for a reminder to be emailed to you and you should receive this within 48 hours once processed. This will allow you to access the agreement to see what installments you have left and any other information relating to the agreement. 

If you're wanting to make a manual payment towards the agreement then the only way to do this is by calling the team on 0345 602 4420. They are open Tuesday to Saturday, 10am to 7pm. 

We'll need to confirm some information with you to allow us to get the security key reminder sent out to you so I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊


Forum Team

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