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Virgin Mobile - Credit Gone
I thought I'd keep a log of whats going on with my Virgin Mobile experience.... hoping that maybe someone here can share their views on this.
I started off with a pay monthly sim only. I decided to cancel it yesterday, a day before the "monthly bundle" of minutes and texts renew. However, I had £36 credit on there.
To cancel it, they have to change my sim from a direct-debit sim to a pay-as-you-go sim.
So now, I'm on pay-as-you-go. But, yes you guessed it....I have a balance of zero (I lost my £36 credit).
I made another phone call to the customer services (number 789) 5 minutes after I got off the phone to cancel my monthly bundle and realised this. They said the credit should be processing through their finance system and should be with me within the next 24 hours.
I phoned up this morning (10 hours later), and they said, if I moved from a direct-debit to a pay-as-you-go, my credit will be gone, and I should of been notified of that. I said to the lady no, no one said that, and I went on to tell her that the last person I spoke to, said its being processed through the system, and I want to check if thats still the case. She said the last person I spoke to tried to explain to me that the credit is gone? I argued that was definitely not the case....
...... so I was put on hold for about 15 minutes, you can hear her waiting, and then eventually speaking to her supervisor, and now she said the credit should be with me at the end of the day, i asked 100% sure? she said yes, 100% sure. I asked, what if it doesn't? because its a lot of money to lose. She said she'd have to fill in an IT request to make it happen if its not in the account by the end of the day.
So now, I have to hopelessly wait for my credit to appear. I'm not gonna hold my breath!
I started off with a pay monthly sim only. I decided to cancel it yesterday, a day before the "monthly bundle" of minutes and texts renew. However, I had £36 credit on there.
To cancel it, they have to change my sim from a direct-debit sim to a pay-as-you-go sim.
So now, I'm on pay-as-you-go. But, yes you guessed it....I have a balance of zero (I lost my £36 credit).
I made another phone call to the customer services (number 789) 5 minutes after I got off the phone to cancel my monthly bundle and realised this. They said the credit should be processing through their finance system and should be with me within the next 24 hours.
I phoned up this morning (10 hours later), and they said, if I moved from a direct-debit to a pay-as-you-go, my credit will be gone, and I should of been notified of that. I said to the lady no, no one said that, and I went on to tell her that the last person I spoke to, said its being processed through the system, and I want to check if thats still the case. She said the last person I spoke to tried to explain to me that the credit is gone? I argued that was definitely not the case....
...... so I was put on hold for about 15 minutes, you can hear her waiting, and then eventually speaking to her supervisor, and now she said the credit should be with me at the end of the day, i asked 100% sure? she said yes, 100% sure. I asked, what if it doesn't? because its a lot of money to lose. She said she'd have to fill in an IT request to make it happen if its not in the account by the end of the day.
So now, I have to hopelessly wait for my credit to appear. I'm not gonna hold my breath!
0
Comments
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Guess what's the result.......I haven't received my £36 credit.0
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Considering the past two days were Christmas & a lot of departments would be either closed or short staffed,what did you expect!?0
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Disagree Spike.
If it would take longer because of the festive period, then the CSA at Virmin Media should have said exactly that.Signaller, author, father, carer.0 -
Considering the past two days were Christmas & a lot of departments would be either closed or short staffed,what did you expect!?
Also, I managed to get through to customer services within a minute. The guy I spoke to on Christmas day told me their call centre's based in South Africa.0 -
Ah phew all sorted. £36 credit magically appeared a few hours ago! :-)0
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Also, I managed to get through to customer services within a minute. The guy I spoke to on Christmas day told me their call centre's based in South Africa.
Wiltshire if you phone direct .
jje0
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