PAYG ending - Procedure to get refund of PAYG credit after requesting PAC code - Please help

[PG144]

I have had a Virgin mobile PAYG sim card since 2001 - yes 20 years - and I was disappointed when I received text notification of the decision by Virgin to end the PAYG service. I called 789 a few weeks ago, and a helpful person explained what was happening and gave me an outline of my options.

My usage now consists of a few calls and texts, and no data, so I need a simple PAYG service. To get this I found I would need to change provider.

So I rang 789 yesterday to request a PAC code and organise getting a refund of the credit on my account.  The phone call took a long time, and I was not confident in the outcome - no PAC code was given to me in the call, but I was told one would arrive by text - this was different to what I had been offered in my previous call.

So later in the evening I logged in to my online account and requested a PAC code, which was available almost instantly However I was disappointed to see a message in a 'breakdown of what you may be charged for your switch...' saying my credit is non-refundable.

I also received a text message with the same PAC code shortly after and this also says  '... your Pay As You Go credit balance is £n,nn. Unfortunately we won't be able to refund this if you leave.'  

In the phone call earlier in the day, I was told that a refund to the card registered on my online account would be made automatically. 

None of this seems to tally with the information on the virginmedia.com/paygupdate page.

So please tell me, how do I use the PAC code to switch to another provider and get my credit balance refunded?

[FGVPayg]

I found this thread very useful:
https://community.virginmedia.com/t5/Managing-Your-Account-Mobile/Virgin-Media-won-t-refund-my-PAYG-...

[enlli]

The PAC code is simple. It just requires you giving it to whoever is your new provider.  

However, there does seem some confusion with 789 regarding refunds. Hopefully one of the team here will be able to help. 

[John_GS]

Hi PG144

Thanks for posting and welcome to the community. 

I shall PM you now to assist further.

Best,

[PG144]

Thanks for your reply - I'll have a read - it's really the confusion and the pot luck nature of their 789 staff that is the issue. If Virgin wanted to, it would be easy for them to publish some clear instructions, and administer a very simple system.

[PG144]

Thanks for your input.

[John_GS]

Hi @PG144

I've sent you a PM over, please reply and I can assist further 🙂

Best,

[PG144]

Thanks, I have replied to your message

[PG144]

Not sure why this is marked as answered or what implications there are of this status - as a new user I may have clicked on 'helpful answer' when perhaps I should have just said thankyou or given kudos. 

Whatever, is there a way to change this so that it does not appear as 'answered'.  

[newapollo]

Hi @PG144 

Click on Options to the right of the post title that you marked as solved and click Unmark as Helpful Answer