Since May 2010 I have used a Nokia 6303 which is on PAYG simply8p plan, all purchased through Virgin. In July 2020 I decided that I needed a new phone, and realised that my Simply8p plan had accrued £20 to use against purchase of a new handset. Following the instructions given I then contacted 789, and spent 45mins on a call to purchase the new device using the £20 & the balance to be paid by credit card. The process did not go smoothly, & the operator had to re-enter the order & my credit card details. The new handset did arrive a few days later, however, when I got my credit card statement I realised that I had been charged the full price of £220, not £200 as I had expected. After trying to get through on 789 I ended up taking the option of callback/text either from the phone or website. I then endured 3 days & 35 texts answering security questions multiple times - all sent to a 3G phone on a plan with no data usage only to eventually be told that that team could not deal with my issue & I would have to talk to the Sales team. As I did not want to waste another 3 days of my time I called the number provided & eventually spoke to a real person who then transferred me to an accounts team. After I had explained the problem yet again, they said that they would have to review the tape of the phone conversation & would get back to me within 24 hours - that was 1 month ago. How do I simply get the £20 refunded against my credit card?.
I do not want any credit against my existing Simply8plan, as I intend to move away from that as soon as I can get the new Sim I've been sent for my Nokia to work (subject of another post!) & can port my existing number across.
It is quite clear that Virginmobile do not value PAYG customers who, although not big spenders, have been loyal to the brand for many years.
As soon as I get through the 'new sim' fiasco with my Nokia6303, I will be requesting a PAC code to transfer the number to a new provider.
The only reason I bought the new motorola handset via a 45 minute call to 789 was to make use of the Simply8 Rewards that are clearly shown on my account - if I had not wanted to do that I could have completed the entire process myself within 5 minutes on the website.
Yes. I was sent the new Sim, which does not work in my old Nokia 6303 - details of this have been posted on this community on the large "New Sims" thread. I am currently awaiting delivery of a replacement handset (delivery was supposed to be in about 5 days from Saturday 22nd August) so I can activate the Sim & then get a PAC code so that I can port the number to a new provider. This whole situation is very frustrating!