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Phone fraudulently ordered

Thomas1277
Tuning in

Wondering if anyone can help, virgin customer services don't seem to be understanding my issue.

1) Received a package, signed for it, didn't open it immediately as was busy.

2) Another ring on the door a little later, courier says package has been misdelivered can he have it back. I look at the name and address on the package and it's correct, so I tell him, it's ok mate, I'll send it back myself if there is an issue.

3) Open the package and it's an iphone14 Max with a letter from Virigin Mobile, realised something was amiss as I hadn't ordered one.

4) Get a couple of calls asking to send it back, when I ask for their number they put the phone down.

5) Call Virgin mobile to explain, and the person answering the phone doesn't have a clue what I'm on about, tried explaining it was a fraud case but they just didn't get it.

6) Called again, and after a bit of explaining they got it and said somebody from the fraud team would call me back.

7) No call back, so call them again, again waiting for a call back but no dice. 

😎 They send a returns bag, I wasn't able to deal with this straight away, but on the note they just assumed it was a normal return. 

9) I send the phone back (after 14 days thad passed) with a letter explaining what happened hoping for a call back from someone in the UK to clear it up.

10) Two days later the Iphone comes back to me, saying that as I haven't returned it on time they are sending it back. Absolutely no reference to the letter I sent or a call back.

This is driving me spare, what do I do? 

Thanks in advance.

12 REPLIES 12

Ashleigh_C
Forum Team
Forum Team

Hi there @Thomas1277 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue regarding a mobile phone and thank you again for popping to the forums, I'll be happy to look into this closer with you via a Private Message. 

I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.

Thomas1277
Tuning in

I replied via PM on Sunday and have yet to receive a response.

Also, just realised they sent the phone back without the sim card pack?

Hi @Thomas1277 

My colleague will reply asap.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Thomas1277
Tuning in

Hi John, What's the normal response time?

Hi @Thomas1277 

There's not one but you will be contacted asap.

Best wishes.

John_GS
Forum Team


Need a helpful hand to show you how to make a payment? Check out our guide - How to pay my Virgin Media bill

Thomas1277
Tuning in

Thanks, I received a response but it seems the original post wasn't read properly. I provided by details in my original post to Ashleigh, but don't think that was followed up upon.

Thomas1277
Tuning in

Is there any way to speak to someone directly who deals with fraud cases/identity theft at Virgin Mobile? They may be better placed to help with this.

I can see that a member of our team is looking into this with you @Thomas1277 they have taken over from myself.

Please do keep speaking with the agent via the PM and they will be able to assist further. 

Thomas1277
Tuning in

Is there a contact number at Virgin mobile dealing with identity theft/online fraud. Someone ordered a phone under my name and I need to get the matter sorted. 

Thanks in advance