virgin mobile management contact

kaizen123

Hi, hope you can help. i recently cancelled my Virgin mobile contract due to lack of signal, at the end of my term. They cancelled the contract and said i would not need to pay any further costs. They have then since taken 2 more payments and when i spoke to them they said it was for the pac code! which i know they can not charge for, they appologised and said i will recieve a refund if i was entitled to one. this was over a month ago and i do not wish to speak to them again. does anyone have a management contact details who i can email? would really appriciate it. thanks

invisibleyousee

You'll need to contact customer services again - explain the situation calmy to them and they will do their best to help and see what's gone wrong, and arrange for you to be reimbursed if that's whats needed on your account.

Have you ported the number out already?

kaizen123

not sure what ported out the number means. lol. but i know the number was not available 2 weeks before the contract ended. I have spoken to virgin twice now. Not really want ing to call customer services again as i dont believe they do anything now.

invisibleyousee

Porting is when you take the number to the new network.

Customer services are the people who will be able to help you - sending an e-mail to their customer services will go to the same place, just take longer to get a reply! The teams that answer e-mails also take calls on the phone that go to customer services...

If you port the number out before the end of the contract (so give your PAC code to the new network and have your number transferred to the new network) before the end of the contract, you would still have to pay for the remaing contract time - so from what you've said I would expect a charge on the bill for them two weeks you mentioned.

How much were the two charges that you don't agree with, were they the same as your normal monthly cost?

kaizen123

i never used the pac code, as i took the new number with my new phone. the charges were exactly the same as my monthly contract fee.

Jon_01

kaizen123 wrote: »

i never used the pac code, as i took the new number with my new phone. the charges were exactly the same as my monthly contract fee.

That's why the contract carried on, using the code ends the contract, not using leaves the contract running. . .

invisibleyousee

Okay. Did you ever confirm to Virgin that you were cancelling the contract after you requested the PAC code?

It sounds as though the contract hasn't cancelled - what has happened for a lot of people on all the networks is that they don't use the PAC code, but think that because they requested it that thats the same as cancelling the contract (but it isn't) and the contract therefore keeps running hence incurring the monthly cost.

It is also possible that they issued you with the PAC code but didn't put in the cancellation on the contract.

Have you logged into your online account on Virgin Mobiles website? If you do that, you can see if it's still saying that you are on one of their tariffs.

Techhead_2

kaizen123 wrote: »

i never used the pac code, as i took the new number with my new phone. the charges were exactly the same as my monthly contract fee.

If you didn't use the PAC then the account wouldn't be closed. Which explains why you were charged.

The way it works is that EITHER you give formal notice that you wish to cancel OR you obtain and use a PAC. You cannot just obtain a PAC and assume that the account will be closed.

You'll need to contact them , explain the misunderstanding ask for a refund and formally give notice you wish to cancel.

kaizen123

i originally called them and said i wanted to cancel my contract and did not want my number. i got a text confirming i had cancelled my contract and they gave me a date when it would run out. 2 weeks before this date the number was not usable. no one could call me and i could not make any outbound calls. I was ok with this as my new phone had arrived. i should not have to call them more than once to cancel my contract!!! Since i called and spoke to someone about the extra charges, my pac code was cancelled and along with it the text messaged confirming any contact have been wiped. i dont want the misunderstanding that i asked for my pac code and didnt cancel.

invisibleyousee

The simplest way to find out what has actually happened is for you to ring them - you'll get a response straight away then. If you're not happy with what they tell you on the phone, ask to speak to a team manager - bearing in mind that they can only tell you what information is on the account. At least once you've called them once more, it should hopefully be resolved and you won't have to think about it again.