Sept 7th. today so I rang to say that nothing had happened. In summary there had been a hard credit check, approved, but the order was cancelled due to no further action. The customer service agent offered to start again. I refused that option because I would suffer yet another credit check, which affects my credit record. BTW all recent credit checks have been for phone contracts. I only want to end up with one contract for me and one for my wife but the only way to get a sim to test is apply for a contract.
Today the agent spent 17 minutes going around this loop and refusing to allow me to speak with manager or make a complaint. Finally i was dumped in a queue with voiceovers telling me that if I want to save 45 mins of my life I could go on line and read the standard answers to standard questions.
I must stress that until about 6 months ago I had been a loyal Virgin Mobile customer for 12+ years peaking at 4 sims. Never missed a payment.
Apologies for the bad experience when trying to start a new mobile contract. I can understand the frustration caused by the problem with the initial order - unfortunately there's no way of getting around the credit-check needing to be re-done though we can only apologise for that.
However it's extra disappointing to hear that a member of staff refused to log/escalate a complaint when requested. If you like we can do this for you from here & look further into what happened. If that's something you'd like to do please get back to me via PM.