Mobile bundle requested back by Virgin

[suzannerangeley]

I have been a Virgin mobile customer for more than 4 years now, we have 2 contracts. On Monday I ordered  a new iphone 14 contract bundle, it came with airpods and 50gb of data. I had credit checks, signed contract, signed a credit agreement as it is a pay monthly  and all that. We received all kind of confirmation emails and tracking number with Yodel and was supposed to be delivered the next day, 18th July. 

The next day i got communication from Yodel saying when it should be delivered.

When it didnt turn up i checked tracking and it said that it had been requested back by Virgin and was told to contact the sender. I did and had to speak with at least 4 people. Found out that it was sent back for security reasons. Obviously I was disgusted until one of your colleague explain what some poeple does and I understood, extra precautions, thats fine. But now I am thinking, I signed a contract, I signed a credit agreement and set up a payment which has been confirmed but I dont have the products with me. Am I being the victim of fraud??? 

Can you please help me find out why would you flag someone for security measures?Someone who has been a customers of yours for 4 years.

Not surprising that the offer is now not available even though we have a contract for it.

We are disgusted for the level of customer service we have received, and the amount of time spent on this! The data package is still showing on my account and no one can tell me if this has been cancelled!!!

Anyone at Virgin there to help me?

[Robert_P]

Hello suzannerangeley

it's disappointing to hear of your experience since ordering your new iPhone 14, we can understand the frustration and appreciate you raising this via the forums. Welcome to the community.

Unfortunately, there are people in the world who would look to gain from others, this is done in many ways one of which being mobile phone fraud. They gain details of a person, order a phone with no intention of making payments leaving the person who's details were used to suffer the consequences. Obviously as a company we do all we can to monitor and prevent situation of this nature occurring via stringent checks.

It appears in this instance they checks may have flagged up incorrectly and caused issues with your order for which we are truly sorry.

You mentioned you had spoken to the team to find out what had happened, were they able to give you any more information? Did they advise of the next steps or arrange for a new order (replacement) to be sent?

Rob 

[suzannerangeley]

Hi Robert 

Thanks for your reply.

The team at Virgin have been shocking, off hand and basically said tough.

They said the offer was not on any more so could not re do the same offer, I tried to say they had given me a contract for this but it didn't seem to matter to them and I would just have to find another contract. Strange that this offer had just ended!! Not the first time that the bundle offer has been pulled from me.

This would mean another credit check, I don't want another done as this would be a hard check, my credit score could not be any better and numerous searches within 6 months can bring this down which as I am sure you can understand,  is not what I want to have done through no fault of my own.

It's also strange that it was requested back for security reasons when it was ordered from my account, using details that Virgin hold for my other contract.

[Robert_P]

I completely understand suzannerangely, our offers do change almost daily but I appreciate how this doesn't help you in regards to your query and predicament through no fault of your own. Unfortunately it is a legal requirement for us to preform a credit check with all orders, there is no way to process this via our system without this being completed.

When you spoke to the team did you raise this as a complaint? Instances like this are dealt with by a specialised team due to the nature of the regulation involved.

Rob

[suzannerangeley]

Hi Robert 

I  asked if I could do this but she would not give me any further information how to do this and just kept saying I had to call customer services.

I accept that a credit check us needed but 2 is excessive when I didn't get the bundle for the first credit check.

[Robert_P]

I'm eager to help with this and I will send you a Private Message to get some more details from you to assist. Check the envelope in the top right of the forum when signed in for the message.

Rob