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Malaikah
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Mobile new contact

Hi

I'm writing this on behalf of my nephew, he is a vulnerable adult, diagnosis, Adhd, autism.. 

He took out a sim only mobile contact, his understanding was £13 monthly fee with a cap so he doesn't exceed usage. Done over the phone, unfortunately more has been taken out of his account, I believe £83. There doesn't appear to be any cap on it. He has tried speaking to virgin media, but because his communication is poor aswell as his ability to understand, he isn't getting any joy.

My brother tried speaking to someone, again no joy. I wouldn't normally get involved but because he isn't of sound mind to manage money, make decisions like this, im concerned that things can get out of control financially for him. In addition he has suffered bereavement and this has affected him mentally and emotionally. I would like to raise a complaint because the way the contract was sold to him was that the usage will get capped so he doesn't get extra charges. 

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Corey_C
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Re: Mobile new contact

Thanks for your post and welcome to the Community Forums, Malaikah

 

Sorry to hear this has occurred with your nephew. Mobile accounts come with a capping feature that the account holder is responsible for setting for themselves from their online account: https://www.virginmedia.com/help/virgin-mobile-spending-cap

Do share this link with your nephew.

As you would like to raise a complaint I can get this done for you and will send you a private message to get the account details. However complaints can also be raised online here: https://www.virginmedia.com/help/virgin-media-complaint

 

Cheers,

Corey C

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