Terrible experience with Virgin Mobile- need help!
I signed up for two Samsung A41's for my wife and I which came with Samsung 32 inch Tv's. First I was phoned to say my credit score wasn't good enough due to only just moving back to the UK. I was told if I put the Direct Debit in a family members name it would be a solution, so I handed the phone to my son who obliged. We signed up, he signed two credit agreements and we received order confirmations confirming the A41's and the tvs.
We received the phones on monday, but no sign of, or mention of the tv's at all. What's really frustrating is it is IMPOSSIBLE to speak to anyone about it. Calling the customer service number just results in a rabbit hole of options ending in an instruction to text them. Texting them results in no reply at all, same issue when using the live chat option- there's no one there. I've looked into going into a store but they're all closed near me. When I press the option to speak to them about starting a new contract surprise surprise they do answer, but I've gone through it 4 times now where they'll start to look into it, I'll be put on hold for 15 minutes and then a new person will answer the phone as if it's the first time I've called.
If I can't get this resolved I'm going to cancel the direct debit and return the phones- although that would mean I'd have to speak to someone to set this up which would be similarly impossible so I feel like I've been sold something that's not being provided and I'm a prisoner to go along with it. Disgraceful.
My broadband and home phone is with Virgin Media and so is my sons- if I can't resolve this I will be cancelling all services.
Re: Terrible experience with Virgin Mobile- need help!
Thanks for coming back to me Martin.
I've since had further issues- both phones stopped working for calls. I managed to get hold of someone who helped to resolve, but took about an hour on the phone. The mix up between the two orders meant they had blocked the contracts because they had input the sort code from the first direct debit attempt.
Long story short, they sorted it and also advised us delivery of TV's around 15 days also. We received handsets Monday 5th, so not a problem for us to wait. Was more frustrating that we couldn't speak to anyone about setting up the new deal, unblocking the contract, or the TV delivery.