Virgin Mobile seem to have misplaced the company brain cell

Poppy_Golightly

Bit of a long post - but the crux of it is how do I get Virgin Mobile to actually fix the problem they created? Diary of woes follows -

8 June
I was contacted by a member of Virgin sales team. She offered me a new 12 month contract commencing 20 June. (I was on a £10.21 per month contract due to expire in November).The cost was £8.32 per month and I would keep my Blackberry Handset. I accepted it.

20 June
I received a text from Virgin “Hi, Just to let you know your Blackberry email and Internet access has expired”
I contacted Virgin straight away and was told that the contract I had been offered only applied to Android phones and not to the Blackberry. Instead I was offered a 30 day rolling contract for 5000 txts, 600 mins, 3000 mins to other Virgin mobiles and 1GB mobile web. Was told it would take a couple of hours. I accepted this.

Further phone call to Virgin at 3.30pm and spoke to advisor who told me she would raise a ticket with Virgin's IT dept and was told it would be sorted within 48 hours.

I received a text from Virgin at 7.50pm “We've cancelled your tariff for you. Calls and Texts are now charged at standard rates.”


22 June

New package still not added. Rang Virgin to query this. Spoke to an unhelpful advisor and asked to be transferred to his manager. Was transferred to a team leader. He offered to call IT dept and get back to me. This he did and advised me that the original IT ticket was logged incorrectly. They would remove the old ticket and log a new one. He advised me he would keep an eye on the account and it should be up and running on 22nd or 23rd in the morning. He would make sure I was not charged for the first month's bill.

23 June

Still no services. Called Virgin and was told it would take 3 – 4 working days to sort out the account. I advised that this was unacceptable and asked to be transferred to a manager. After holding for 16 minutes, I hung up and rang again. This time I was transferred to a manager. I explained the problem yet again. The only package she could find for me was a 30 day rolling contract for 250 mins talk time (350 mins less than I was offered on 20 June), 5000 texts, 3000 Virgin to Virgin minutes and 1GB mobile web at £8 per month. I reluctantly agreed and she tried to load it straight away on my phone but with no success. She was receiving an error code. She advised she would have to send an email to the IT dept. She has promised to call me back to keep me updated. I am not holding my breath.


I actually have the names of each person I spoke to, but thought it prudent to not post them.

Has anyone got any other suggestions on getting Virgin to locate their company brain cell and fix the problem? I would have thought it would be relatively easy just to load a new package and would not require the input of Einstein et al.

Linda