Virgin staff have de-activated my phone - without prior warning!
I have a pay-as-you-go phone. Everything was working normally until Virgin staff suddenly de-activated my phone without even having the decency to warn me in advance that they were going to do this. I still have a credit balance of £5.06 on my account, so I have no idea why I have been selected as a target for this inconvenience.
I am elderly and disabled, and I live alone. Without a working phone I am unable to contact anyone should an emergency arise.
Naturally I have tried to contact Virgin staff - but without success. I completed an online complaint form, but apart from the pro forma email acknowledging receipt of my complaint, I have had no response.
Naturally, I am keen to get away from Virgin and transfer to a different provider, but browsing their website I noticed the following clause:-
"Credit balances. If you’ve got a credit balance on your Pay As You Go plan, we won’t refund this if you stop using your number or you ask us for a PAC or STAC. So, make sure you’ve used any credit balance before you leave us."
Really? So how do I use my credit balance when these unpleasant people have already de-activated my phone?
Re: Virgin staff have de-activated my phone - without prior warning!
Thanks for your reply, Mike. I don't know the exact date when I last made a call or text as (ironically) the phone won't give me access to any of my data - but it certainly wouldn't have been as long ago as 90 days, as I was using it to keep in touch with my family; arrange appointments; etc.
I have taken a look at your account and can confirm that your phone is showing as active on our side. Did you receive a text message saying that your phone has been deactivated? Please be careful as this might be a scam.
Please can you try to make a call to see if the call is going through and let me know what happens?