i have recently upgraded to the iPhone 12 pro as when I spoke to virgin media they informed me I could trade my old phone up with no cost, I decided to go ahead with this but since ordering 2 weeks ago I have received no pack to send my old phone back, I have tried to contact virgin through email and telephone and keep getting told the pack will be delivered shortly but still nothing, now I’m getting emails from virgin suggesting I have only a few days left before I have to pay for both my new phone and old phone, how can they justify this when they aren’t helping me send my old phone back? Has anyone else had an issue like this?
no I still haven’t received this package, I’ve contacted virgin 11 times in 4 weeks to resolve this, made a complaint and spoken to the financial ombudsman as you’re breaching the contract, i am not happy and would literally never use virgin mobile again.
since posting the original message I have been charge both contracts after being promised by multiple members of the team I wouldn’t.
Thanks for getting back to me, I'm so sorry for the experience you've had with this, and to hear you've been charged for both contracts.
I'd really like to help with this, I appreciate you've spoken with us a lot since posting, but I'd love to be able to get to the bottom of this and get everything sorted. I've sent you over a PM so I can look into your account from there, please feel free to respond whenever you get the chance if you're happy for me help.