Virgin Mobile customer service is awful. I'm leaving unless this gets sorted.
20-05-202013:52 - edited 20-05-202013:53
The people are nice, but I can't get ANYWHERE. I talked to several people in the live chat with complaints about my bill. A few weeks ago after I was told what my bill was, I went to a live chat to tell them there has been a mistake. They told me that the finance team would contact me to get it sorted by the following week. They didn't. After my bill went though, I contacted them again in a live chat the following day (last Thursday). They told me to call the collections team. I did, got cut off the call the first time and had to call them again. The woman on the 2nd call actually got me somewhere, but eventually led nowhere. She told me to make an indemnity claim with my bank and then I agreed to pay the correct amount on Monday. I did a live chat on Monday and got nowhere, said I'd have to pay the full amount again, making my indemnity claim pointless. The person I talked to said the collections team would call me after 24 hours. They didn't. Thanks for wasting my time, Virgin. So I'm leaving. I paid the correct amount of my bill £6.53, but Virgin still want their greedy hands on £67.20! You don't deserve it as far as I'm concerned. I was going to stay with you, but you've proven to me you don't care about your customers.
I'm only going to explain this once more, because it's annoying. The aforementioned £67.20 charge was due to a mistake because of my own ignorance. It was an international number. That number was in an EMAIL sent from my COLLEGE TUTOR for a GOOGLE HANGOUTS session. I didn't know anything about how Hangouts worked and didn't have a mic for my PC at the time, so I called the number because it was an option. If I knew it was an international number, why would I call it and stay on the line for 56 minutes?! That's financiel suicide. I'm an unemployed college student. I don't have the money to spend on international calls or dumb mistakes like this. I explained this 5 times to people at Virgin. Once to the person that told me the finance department would call me, then to the person that told me to call the collections team, then to the women at the collections department (the 2nd one telling me to make the indemnity claim I mentioned) and finally to the person I talked to in a live chat on Monday, who didn't seem to understand. Out of all of these, only 2 or 3 people seemed to understand my situation.
I'm moving to Giffgaff. Just waiting for my SIM card. I'm giving Virgin one more chance to keep me. £67.20 is over 10 months of my normal pay monthly bill, so it's either cancel that charge completely and you keep me, or I pay it off monthly and you never hear from me again after.
Edit: Forgot to mention, I'll also give negative reviews on Trustpilot and other places if this doesn't get sorted.
Re: Virgin Mobile customer service is awful. I'm leaving unless this gets sorted.
Never said I wasn't going to pay it off. I'll just pay it off the way I can; monthly. This just means they'll lose me as a customer. They can take their dirty rotten money, keep it and say goodbye forever to me.