Virgin Mobile overcharging problem - advise please!

jenshi13

Hi,

I signed up to a virgin mobile contract in November 2010 due to texts/calls to Jersey (channel islands) being included in the monthly allowance as my partner currently lives there. I was using the contract happily, never getting charged for calls/texts to the jersey mobile number/landline number. Then in May 2011, I noticed that I was charged £20ish pounds for a 25 minute or so phonecall, and worked it out to be around 0.75p a minute per call and 0.12p for texts. I immediately flagged this to customer service who said that they would send a urgent email to the technical team to find out why I was being suddenly charged (when I still had allowance). They said I would be contacted in 5-7 days. This passed by so I called customer services again and had to explain the whole situation again, they couldn't see why I hadnt been contacted etc etc. To short a LONG story short I was put off again and again until a month later when I spoke to a manager who said she was personally going to find out what was going on and credited my account for the inconvenience, to then find that NOTHING changed again. I dealt with many rude managers who were not sympathetic to my situation of having a contract that could not be used for the purposes I got it out for, to contact my partner. Finally a month and a half later 24th June,r a lady revealed that virgin had wrongly changed their tariffs/calls charges to Jersey and that I would have to wait til 16th August for the charges to be changed back, no explanation whatsoever. And also that before the bill was debited from my account, all wrong call charges would be refunded first, which did not happen. So large amounts of money was going out of my account for months even though I had it in writing that this would not happen. Finally the calls/texts are free again however I still have not been credited all the money I am owed.
Basically I just wanted any opinions on what I can do to complain/if it is worth complaining about? Basically they changed call charges without notifying the customer before which is illegal right?
Any ideas/advise/thoughts would be appreciated!
Thanks

originalbob

It's not just me then.I know of other people beside myself who are having problems with calls to the Isle of Man.With me, its been going on since June.My complaint letters have gone unanswered, and I'm just banging my head against a wall.
I've just fired a final complaint letter off at them-if I don't hear from them in the next few days, I'm bundling up all of the correpspondence I've received so far, and passing it across to their arbitration service.