Virgin false advertising or honouring deal

Londonlisa12

Last week I took out the widely advertised Virgin sim only deal £8 1500 mins unlimited texts and 3gb of data on a rolling 30 day contract.This deal is still online through various 3rd parties such as car phone warehouse.

On receiving and activating my sim I noticed I was only allocated 1gb per month.

I contacted car phone warehouse and they said it was nothing to do with them and I should contact Virgin which I then did.
After being shifted from dept to dept I was told there is no such deal although I pointed out it was stil online and being advertised.
There was no reasoning with them at all and the Indian call centre staff were extremely rude.
I have now cancelled the order under my 14 day cooling off period.
Do yourself a favour and do not use these liars.

mije1983

Can't see that offer anywhere on Virgin's site. You can't really hold them responsible if it's an error on a 3rd party site, which it sounds like it might be.

If you purchased from CPW, then they should have resolved it for you rather than washing their hands of it and directing you to Virgin. So I'd lay the blame more at their door than Virgin's.

Londonlisa12

Car phone warehouse were adamant that it's virgins fault but I will give CPW another ring tomorrow just to see what they say.

https://www.carphonewarehouse.com/sim-only.html/?cid=PAIDSEARCH_Google_B%20-%20Non%20Postpay%20-%20SIMO%20-%20BMM%20-%20RLSA_SIMO%20-%20Sim%20Only%20-%20Core%20-%20BMM%20-%20RLSA_+sim%20+only%20+carphone_43700032978900094&gclid=EAIaIQobChMIzM_Dzfzd2wIVF2YbCh0yxAO8EAAYASABEgIJJPD_BwE&gclsrc=aw.ds

pmduk

You may find that you have two data allowances a normal one plus a supplementary one, listed separately, which together add up to the promised amount.

Cornucopia

I signed up for this deal at the weekend. Unfortunately the SIM pack I got from Carphone Warehouse didn't work in my phone, and I am waiting for a new one.

If it is not what I have contracted for/what is advertised I will not be happy.

[Deleted User]

Londonlisa12 wrote: »

...and I should contact Virgin which I then did.
After being shifted from dept to dept I was told there is no such deal although I pointed out it was stil online and being advertised.
There was no reasoning with them at all and the Indian call centre staff were extremely rude...

I frequently have to talk to the Virgin overseas call centres at work and they are universally truly useless. I've reached the point where I just ask them to put the customer through and I'll speak to them directly. Half the time it turns out that it's not us they need to speak to but Virgin themselves (who had just passed them over). Usually leaves me with a very ticked off customer which is always fun.

fixx

Londonlisa12 wrote: »

Car phone warehouse were adamant that it's virgins fault but I will give CPW another ring tomorrow just to see what they say.

https://www.carphonewarehouse.com/sim-only.html/?cid=PAIDSEARCH_Google_B%20-%20Non%20Postpay%20-%20SIMO%20-%20BMM%20-%20RLSA_SIMO%20-%20Sim%20Only%20-%20Core%20-%20BMM%20-%20RLSA_+sim%20+only%20+carphone_43700032978900094&gclid=EAIaIQobChMIzM_Dzfzd2wIVF2YbCh0yxAO8EAAYASABEgIJJPD_BwE&gclsrc=aw.ds

From your link, details against that deal:

2GB Extra Data
The advertised plan includes 2GB extra data in your monthly allowance, applied directly by the Network within 5 working days, until you upgrade or leave the network.

So it's likely it either wasn't applied yet, or was listed under a separate allowance, as noted in another post.

Londonlisa12

I recieved a text from them yesterday.This is it.

Oops! Looks like we gave you the wrong data allowance.Whilst we work through correcting this we're giving you 2gb data for the inconvenience.Don't worry,we will credit your account for any data charges incurred and your allowance will be back to normal next month.

I have given them my 30 day notice and intend to leave regardless due to the disgusting attitude from their call centre staff who were blatantly lying to me.

And I do not see why they can not credit my account with the missing 2gb immediately.also they are not "giving me 2gb" it's what I signed up for.

pmduk

As long as your account is credited before the bill, who cares? The staff were probably not aware of the deal, major companies have so many deals coming and going it can be difficult to keep track, there was obviously a problem with this one as it slipped through the billing set-up.

Good luck in finding a network that isn't staffed by humans. Humans make mistakes you know. You likely won't be missed by Virgin staff judging by your readiness to libel them on here.

Londonlisa12

But my account is not going to be credited by the next bill but next month after this months is paid in full

I was repeatedly told by the virgin staff that no such deal existed.despite me directing them to the webpage it was advertised their attitude was stinking.

And this rethink by them has only come about due to a letter of complaint otherwise nothing would have happened .

I am happy to take my business elsewhere including my broadband and I am hardly libelling them when they themselves stated the advert was false and would not honour the deal.

[Deleted User]

Londonlisa12 wrote: »

But my account is not going to be credited by the next bill but next month after this months is paid in full

I was repeatedly told by the virgin staff that no such deal existed.despite me directing them to the webpage it was advertised their attitude was stinking.

And this rethink by them has only come about due to a letter of complaint otherwise nothing would have happened .

I am happy to take my business elsewhere including my broadband and I am hardly libelling them when they themselves stated the advert was false and would not honour the deal.

You're billed in pounds sterling, not GB's of data. They're going to credit your account for any data charges that may be incurred but as they don't have a crystal ball they can't possibly know what you'll use.

If their staff can't see the deal at their end then they're correct that it doesn't exist as far as they're concerned. Your deal was with CPW, why you don't seem to want to blame them for this baffles me.

You are libelling them if you keep stating that they've lied to you if they can't see this deal on their systems. Showing a screenshot for a 3rd party doesn't change this.

I'm presuming you'll never use CPW or Dixons again as it's them that appear to have messed up?