We’d like to remind Forumites to please avoid political debate on the Forum.
This is to keep it a safe and useful space for MoneySaving discussions. Threads that are – or become – political in nature may be removed in line with the Forum’s rules. Thank you for your understanding.
📨 Have you signed up to the Forum's new Email Digest yet? Get a selection of trending threads sent straight to your inbox daily, weekly or monthly!
The Forum now has a brand new text editor, adding a bunch of handy features to use when creating posts. Read more in our how-to guide
Trouble with Virgin Mobile
Maddison01
Posts: 1 Newbie
in Mobiles
hi there, please can someone help?
I moved from the UK to the USA in November and turned off the roaming feature on my phone, but when I received my phone bill by text, it was really high. So I called Virgin mobile and they informed me that I had been charged for roaming and voicemails, they said I should have called them to turn off the roaming and voicemail. Anyway, they kindly credited my account as they could see I had been careful in the past. They also promised to turn off my roaming and voicemail feature from then on and advised I would not be charged for either from then on.
Anyway, when my next bill was text to me, again it was very high. So I called them again (at the point I was in the UK for Christmas) to query and was advised neither of the features had been turned off and that I had been charged for both. I asked to speak to the person I had previously spoken to but they were unable to transfer calls.
I have escalated this to customer services, but seem to be going around in circles. I understand calls to Virgin are recorded however for some reason they don't want to listen to the call I made which is all the evidence they would need.
I have also emailed the CEO of Customer Services but she forwarded my email to the person I have been dealing with unsuccessfully.
Not really sure what way to turn now as they have now turned off my roaming and voicemail (as I requested), but I am now unable to receive calls & texts.
I would very much like to cancel my contract too as I no longer live in the UK but they say the cost to cancel is around 700GBP even though I only pay 18 GBP per month and have less than 2 years on the contract.
Please can someone help or advise?
many thanks
I moved from the UK to the USA in November and turned off the roaming feature on my phone, but when I received my phone bill by text, it was really high. So I called Virgin mobile and they informed me that I had been charged for roaming and voicemails, they said I should have called them to turn off the roaming and voicemail. Anyway, they kindly credited my account as they could see I had been careful in the past. They also promised to turn off my roaming and voicemail feature from then on and advised I would not be charged for either from then on.
Anyway, when my next bill was text to me, again it was very high. So I called them again (at the point I was in the UK for Christmas) to query and was advised neither of the features had been turned off and that I had been charged for both. I asked to speak to the person I had previously spoken to but they were unable to transfer calls.
I have escalated this to customer services, but seem to be going around in circles. I understand calls to Virgin are recorded however for some reason they don't want to listen to the call I made which is all the evidence they would need.
I have also emailed the CEO of Customer Services but she forwarded my email to the person I have been dealing with unsuccessfully.
Not really sure what way to turn now as they have now turned off my roaming and voicemail (as I requested), but I am now unable to receive calls & texts.
I would very much like to cancel my contract too as I no longer live in the UK but they say the cost to cancel is around 700GBP even though I only pay 18 GBP per month and have less than 2 years on the contract.
Please can someone help or advise?
many thanks
0
Comments
-
One question. Were you actually using data I.e. emailing and using your internet? Only you will know this.The harder one works the luckier one gets!0
This discussion has been closed.
Confirm your email address to Create Threads and Reply
Categories
- All Categories
- 353.6K Banking & Borrowing
- 254.2K Reduce Debt & Boost Income
- 455.1K Spending & Discounts
- 246.6K Work, Benefits & Business
- 603K Mortgages, Homes & Bills
- 178.1K Life & Family
- 260.7K Travel & Transport
- 1.5M Hobbies & Leisure
- 16K Discuss & Feedback
- 37.7K Read-Only Boards