Virgin Mobile - Useless

Peter999_2

I'm so annoyed at the moment.

I took out a Virgin Mobile sim-only VIP deal last month. No problems for a month, and then I received a text message from them to say there was an issue with the account and I needed to phone them.

Phoned them, waited 20 minutes then got told the direct debit had been rejected by my bank. I paid the outstanding over the phone and then phoned my bank. It was rejected as Virgin never setup the Direct Debit with them.

I phoned Virgin back, spent over 40 minutes on the phone to them. The woman just could not understand what I was saying. First she said the Direct Debit had not been rejected and everything was fine. I calmly told her that the bank had said they needed to setup the direct debit again as they hadn't done it correctly. She insisted that there had been no rejection and I had not made a payment over the phone.

Finally she admitted it had been rejected, but said it was because there wasn't enough money in the account. The next 6 minutes was spent with me trying to make her understand that that wasn't the issue its that the bank doesn't have the DD mandate and would reject it each month. Finally I got it out of her that the rejection was actually that there was no account setup - not that there wasn't enough money in the account.

I gave up at this point and just asked to cancel the contract - she tried to transfer me. After another 5 mins she came on the phone to say that the cancellation department was closed as it was after 5pm (this was 7.30pm).

They really are hopeless - I really don't want to cancel the contract but I don't feel I have a choice.

AndyPK

I wouldn't cancel just yet.
Get yourself an online VM account and set your DD up there.

Lou67

We had a massive massive issue with Virgin Mobile when we took out a 24 month contract with them in 2011, but it was with the insurance company. It was also a problem with the direct debit. Month after month they kept getting it wrong, and not taking the money from the account, and we kept finding out that the phone wasn't covered by the insurance!

I tried to complain to Virgin, but they said the insurance company was 'nothing to do with them:' even though it's the one they said we had to use, when we took out the contract!

In the end I sent them a letter (the insurance company AND Virgin,) telling them what I thought of them, and NEITHER one responded! As soon as the contract ended - we cancelled it altogether. The contract was cheap (a tenner a month for 500 minutes and 3000 texts and the internet,) but it was just so much hassle!

A word of warning though: you CAN'T cancel, unless you are prepared to pay up for the rest of the agreed term.

Peter999_2

Hi AndyPK, I already have setup the account on-line but I can't find anywhere that I can setup a DD. Do you know exactly where the option is?, would be very grateful for that.

Hi Lou67, thanks for the words of warning. The person on the phone also said that to me, however it is only a 30 day contract so I'm quite happy to give them the 30 days notice (another show of their incompetence, she initially told me I'd have to pay off the 23 months left on the contract). Quite enjoyed telling her that there was no way I'd sign a long contract for a mobile phone, those days are long gone. Won't get anything above a 30 day contract especially because of these problems I'm now having

Incidentally, she promised that someone would phone me back yesterday and resolve the issue. Not heard a thing!
I've heard that three are now offering their one plan for £18 so I'm going to get that instead. I know a lot of people have problems with three as well but personally they've been fine with me over the years.

AndyPK

I'll have a look this evening for you.
Bump this thread up to remind me.

Virgin are bad at setting up dd for new contracts.
They don't seam to bother.

Peter999_2

Bumpity Bump

aileth

I'm surprised she tried to pass you to the cancellation department. My husband works for VM Mobile in retentions, and they are the ones who get the calls from people who want to cancel. They tend to fight tooth and nail to get you to stay.

They are also open till 8 o'clock, Saturday 5 o'clock and Sunday closed. So if it wasn't Saturday she really was fobbing you off

AndyPK

I did have a look last nite but couldn't find it.
I'm sure it was there 2 months ago when I changed my bank details.
I do remember it was difficult to find.
I'm not sure they will allow you to change it with money owing.
I did see a payment option on their site though so you could use that to pay this one bill.

Peter999_2

I phoned back last night. Had a right go at them and they were very apologetic.

She actually understood what I was saying and re-set up the dd there and then. Lo and behold, I checked with my bank this morning and it is now in force.