Hi can some help me

[Danielle2024]

Hi changed my virgin package after a call from the call centre. The agent told me that it was double the broadband speed and few added extra add ons. She also stated that there was a SIM card that was "free". I told her I didn't need the card but she said I had to take it as art of the package but could just "put it in the drawer". She stayed there was no additional charge for this. I've now had 2 DD taken from02!!!

[Cardiffman282]

Get a copy of the call recording and raise a formal written complaint. The links are below. 

[Tavis75]

As far as I can tell, the policy at the Virgin sales center is to call the sim free as it gives you a discount on your Virgin package equivalent to the price you pay O2 for the sim, however they only ever state the discounted price for the VM part of the service, not the full price, and don't mention that you will also be paying O2.

[Danielle2024]

yeh I  was specifically told I could "put it in the drawer and not used then I wouldn't be charged for it". I've done a SAR because I know for sure I was told this therefor it was mis-sold to me. it's such poor practice!

[Matthew_ML]

Hey Danielle2024, thank you for reaching out and I am so sorry to hear you've been having some trouble with your O2 Sim card, also a very warm welcome to the community.

We are unable to help with O2 sim cards via this forum, we can currently only help with Virgin Media products sorry.

I would advise calling O2 on 0344 809 0202.

Normally if you take a sim card out there is a charge for this.