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Ash_tm
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Virgin Cancelled My Mobile Contract

Hello,

Ordered the iphone 12 with apple watch Thursday 20th May, I signed all credit aggreement emails.

I received a call on Friday 21st May, which I couldn't answer as I was working, they left a voice mail saying they would ring back on Saturday 22nd May between 9am-11am and if I didn't answer the contract would be cancelled.

I also received all conformation emails on Friday 21st May saying my new phone and watchs was being packaged and deliverd.

I didn't receive a phone call on Saturday 22nd May.  I received a tracking update on Saturday 22nd May saying that my package had been returned to sender at 09:10am.

On Sunday 23rd May I contacted virgin media via live message and after a long chat I was told to wait 72 hours for a phone call and that my new phone/watch would be sorted and resent to me, I waited  72 hours and I've had no phone call.

On Monday 24th May I received an email saying Your request to leave Virgin Mobile has gone through, We've got your request to cancel your Virgin Mobile contract. Everything's sorted. I didn't request to cancel???

On Tuesday 25th May I was sent another email saying i'm being billed £13 and the money will be taken on June 4th.

 

What the hell is going on here? I just wanted to buy a new phone and watch and i'm being stressed all week because of all this, I have no idea why the phone/watch was sent back or why the contract has been cancelled and i'm being charged £13. 

I need help to sort this out.

Regards,

Ashley

 

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Kath_F
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Re: Virgin Cancelled My Mobile Contract

Hi Ash_tm, 

I'm really sorry to hear about the issues you are having. 

As this relates to a loan agreement, this needs to be handled by a specialist team due to FCA regulations. I will get in touch with the team today and ask them to contact you as soon as possible. 

Please let us know how you get on. 

Thanks,

Kath_F
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Ash_tm
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Re: Virgin Cancelled My Mobile Contract

Hello Kath_F,

 

Ok thank you, I will await there call.

Regards,

Ashley

Kath_F
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Re: Virgin Cancelled My Mobile Contract

No problem Ashley. 

Due to it being a Friday and Bank Holiday there is a chance you may be waiting a few days but please rest assured the team will come back to you as soon as they can. 

Take care,

Kath_F
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Liamjc
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Re: Virgin Cancelled My Mobile Contract

And part of the Virgin group want to send people into SPACE???

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enlli
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Re: Virgin Cancelled My Mobile Contract


@Liamjc wrote:

And part of the Virgin group want to send people into SPACE???


Virgin Mobile are not part of the Virgin Group they just licence the name. 

I'm a Very Insightful Person, I'm here to share knowledge, I don't work for Virgin Media. Learn more

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Ash_tm
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Re: Virgin Cancelled My Mobile Contract

Hello Kathy

 

received an email 7 days ago, saying they will contact me ASAP and I still haven’t received that call, sooo I’m still waiting.

regards,

Ashley 

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David_Bn
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Re: Virgin Cancelled My Mobile Contract

Sorry to hear this Ash_tm,

 

I'll seek to chase this up with @Kath_F when she's back in to see who she's contacted and what updates she has to provide you with. 

 

We may not have called simply because we don't yet have an update, but happy to dig for you over the coming days

 

Kindest regards,

 

David_Bn

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