I think not!
My Virgin Mobile (or Media) issue rumbles on – I now have a ‘personal expert’ called Gary who is ‘dealing with’ the matter. He is very friendly and has the usual Virgin characteristic – of apologising all the time! To be fair he has managed to achieve something – we appear to have a direct debit set up in favour of VM (let’s get the money sorted boys, sod the actual service).
So as I type this I am becoming increasingly weary of the matter (and VM). We are now well into day 10 and are only a small way to a resolution – in summary what I have gained in 10 days;
- I now have a contact in the CEO’s office at VM called Sophie.
- I have an email apology from Graeme Oxby the MD of VM.
- I have Gary – who is ‘sorting it’ and will ‘ring me to update me’.
- I have a direct debit in favour of VM.
- I have significantly more grey hair!
What I don’t have;
- A phone transferred onto the tariff I requested.
- A phone on my online account – it has been transferring from my wife’s since last week.
- Any updates in the last 24 hours.
- Any faith in this being sorted anytime soon!
So as I say, progress is relative – I am sure VM would claim they are doing everything they can to resolve this mess. I have news for you boys – it isn’t enough.
Amanda
January 28, 2013 at 4:54 pm
Simon I have been suffering with Virgin Mobile issues for 18 months and I’m at my wits end trying to resolve a number of issues. Gary also tried to sort things out for me and I was led to believe he had….sadly he had not and I have received no response to my numerous emails to Garry (actually spelt with 2 rr’s if it’s the same one) and Virgin Mobile. I have been robbed of time, money and my sense of humour. I will now be attempting the CEO route as Virgin are not members of the Ombudsman scheme.
I would be interested to hear if they actually resolved your issues in the end.
Simon Dare
January 28, 2013 at 4:57 pm
Yes – all sorted finally. Although had to ‘go to the top’ to get it done. What is your issue?
Amanda
January 28, 2013 at 5:09 pm
Hard to keep it brief but I’ll attempt by bullet-pointing:
1. Had a Virgin sim only contract.
2. Bought a new phone in June 2011 from Virgin as old one needed replacing. New phone appeared to have some issues (no pictures available despite numerous attempts to correct based on advice from Virgin Media).
3. Discovered they had cancelled my sim contract and made me a pay-as-you-go customer.
4. Complained by phone, no joy, then by email.
5. Garry got in touch and resolved issue in Jan 2012 by offering me a free replacement phone and new sim-only discounted contract as an apology.
6. Discovered contract was not sim-only and was being charged more than agreed for the basic tarrif plus charges for exceeding my tarrif!
7. Situation continues 12 months later with no response to my emails.
8. Out of pocket…..frustrated beyond belief…..desperate for a resolution!