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SL_adviser
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Replacement sim for vulnerable customer

I am not a Virgin customer but my client is.  He has anxiety and agorophobia and finds it difficult to get out.  His old sim was deactivated in September and he has been trying to get  a replacement since then.  He has to go to a public phone box to call your customer services as he has no sim, he said you never sent a replacement.  I have struggled to find any help for him.  i was online on your chat facility for over an hour, attached his signed consent form, hand -written letters he sends me (because we can't communicate by phone and due to covid-19 no home visits at this time) and still he can't get any help from you.

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Zoie_P
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Re: Replacement sim for vulnerable customer

Hi SL_adviser,

I am so sorry to hear this and will look into this for you,I will pop you over a message and take a look at his account. 

Thanks,

Zoie

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