Being charged for something I did not ask for

[tom2606]

Hello, I’m wondering if anyone can help? 

My partner and I had took out a package with Virgin last August for Broadband and basic TV. At the time of the order the seller on the phone was urging my partner that we take an O2 SIM card as part of the package as it was “FREE”. My partner explicitly told the seller “NO” as we both have sim contracts already and that we did not need it. Unsurprisingly the SIM card was sent out to us anyway regardless of us already saying no to it. To this day the SIM has not been used, yet we have just recently received a bill for the SIM card. After speaking to both Virgin Media & O2 about this they both keep passing the blame on to one another, which is making us feel lost on where to turn to next. Upon further investigation it turns out that an account has been set up for this SIM card without our permission or authorisation which seems a big strange to me personally. 

Does anyone know what we can do as we do not want to make payments for something we explicitly said no to and especially for something that was set up without authorisation from ourselves??

Thanks

[Daniel_Et]

Hi @tom2606 👋 Thank you for your post and welcome to the Virgin Media Community 😀

We're sorry to hear about the situation you find yourself in 😔

I can see my colleague has sent you a private message. Please respond to that at your earliest convenience and we'll do our very best to help you.

Regards,
Daniel

[tom2606]

Message has been sent thank you!

[Duncanp64]

Hi,

My virgin broadband has expired and I have renewed the contract a couple of weeks ago. 
I am still being charged for the o2 SIM card even though I didn’t want it at a tune of £15.30 a month. Virgin told me I had to get in touch with o2 but I have never been a customer! 

[Zach_R]

Hi @Duncanp64,

Thank you for your post and welcome to our community forums. We're here to help.

I'm sorry to hear you're not totally happy with your bundle. Certain bundles will come with an O2 SIM card in order to receive Volt benefits if you're not already an O2 customer - these benefits are only provided if you're a customer of both them and us.

If you no longer want the O2 SIM card then it's correct that you'll need to make contact with them to make the request to cancel it. You can reach their team by calling 0344 809 0202 (or 202 from an O2 handset).

Let us know if there's anything more that we can help you with.

Thanks,