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juney123
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VICTIM OF FRAUD - NO JOY FROM VRGIN IN GETTING HELP

I fraudulently received a mobile phone from Virgin media on the 14th November.  Someone had used my bank details to open a virgin mobile account and purchase a phone.  This is a known scam where someone comes to your house to collect the phone and then you end up with the bill.

I rang Virgin within minutes of receiving the phone and was told a member of their “back office” would call me within 24 hours.  I never received a call and went on to make nine subsequent phone calls where they made appointments for them to call me back and not one appointment was kept by them.  I was able to return the phone to them but they still took two payments from my account of £9.00 and £39.00 even though they assured me no payment would be taken.  I have subsequently closed this account at great inconvenience to stop further scammers and stop Virgin taking any more payments.

I've written two letters of complaint and months later I've heard nothing from them.  I've complained to The Financial Ombudsman and CISAS but they're bogged down with complaints so god knows how long that will take.

Is there no way to contact the UK complaints team by telephone?  Is there a specialist team for dealing with Fraud?

I didn't feel like a victim when this happened but after dealing with virgin for months I do now 😞 

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Zak_M
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Re: VICTIM OF FRAUD - NO JOY FROM VRGIN IN GETTING HELP

Good morning @juney123 

 

Welcome to the forums and thank you for taking the time to post. 

 

I am sorry to hear that you have had this experience, I am going to drop you a PM so that I can get some further information and see what we can do to assist you further. 

 

Kind regards,

Zak_M 

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