'You don't have to use the text service which is common to all networks Just thought it would be easier and you don't have to deal with customer services when they screw things up. But if you want to make life hard for yourself.'
OK, so, update here.
If I use the text option to get the PAC from the phone in question, (as suggested by Enlli) it appears that I cannot claim a refund of unused credit. I have to actually call 789, ( and sit in the queue forever!!) to ask for a refund FIRST, then, explain why, (VM no longer want my custom!!) then ask for the PAC over the phone. (Having jumped through the security hoops, and then given my bank details)
If I don't do this, I lose the credit on the phone. Considering that we have 4 phones, totalling almost £20+ of credit, it means 4 separate calls to 789, 4 long waits, and passing the 'security' interrogation FOUR separate times!!
Assume VM do this, to discourage customers from claiming refunds of credit!! (hoping customers will just get the PAC and leave the credit as VM's 'Christmas bonus'??
Surely, if you request the PAC, (by text) and you are on PAYG (VM can easily check this without any trouble at all, and the reason you want the PAC is blindingly obvious!!) they could issue a refund automatically, without all the fuss of phoning in??
considering that I have 4 sims to deal with, (and the amount of time it takes to get any sort of reply from VM ) sitting in the queue on 789 for hours, for each sim?? I have a life to live, and better things to do than play Russian roulette with offshore 'script readers' that do not/cannot understand English, or what I actually want, compared to what their scripts say, and then try to give me a load of B/S about not being able to arrange refunds (I have been there before!!)
VM makes it nigh on impossible to get any adequate response in any sort of normal timescale!! Probably because they don't want to lose the 'customer' and hope they will just give up and go away!! They just make everything as difficult as possible, (or impossible) as a matter of course!!
I assume that you have never had the 'pleasure' of trying to get a sensible contact with 'customer services' on 789?? Having teeth pulled is far less painful, I can assure you!! Most of the time, they A) struggle to speak English, B) struggle to understand what you are requesting, C) talk over you, D) as a last resort, cut you off....