Virgin Mobile data charges

thepeopleschamp

I recently ordered my 60 year old father a new SIM card as I got him a new smartphone. Previously he had a basic mobile phone with no internet capability.
To my astonishment, the bill came to £60 last month and it was because it transpired that he didn't have any data allowances in the tariff. Also this month he has been currently charged £45.
When he rang up this afternoon to speak to customer services they mentioned that you should be regularly checking your account online to ensure that you can keep track of your usage. He requested to speak to a supervisor but was ignored and they hung up on him.
When he called half an hour later another agent took the call and completely tried to blame him and was so rude. If I have the ability I would love to post this call recording as they were completely out of order blaming him for the charges . Some of the things they mentioned are: "there is no such thing as customer loyalty", "you should be more careful", "you always want discounts", "its your fault", "you cant speak to a manager", "i will suspend your account", "you have been a customer since 2010 therefore you should know the terms and conditions of your contract".
When he ordered the SIM card Virgin should have been warned that he currently does not have any data allowance in his tariff as he would have then changed tariff. It appears that he is still on a dated 3G tariff with no data allowance.
Furthermore there should be the ability to cap the expenditure so this does not happen again.
I understand that as a customer we should be aware of the charges, tariffs but being a 60 year old I feel Virgin have taken advantage of my father especially when he is new to these modern phones. Furthermore it doesn't warrant being spoken to in such a rude manner and only tarnishes the reputation of Virgin Mobile.
I'm going to see if I can get a cheaper tariff elsewhere for him but wanted to put the experience we had out there. I remember a few years back my car was broken into and they stole my phone. Some calls to premium number were made and I had to pay the extortionate bill. This was again Virgin Mobile.

Inner_Zone

thepeopleschamp wrote: »

I recently ordered my 60 year old father a new SIM card as I got him a new smartphone. Previously he had a basic mobile phone with no internet capability.
To my astonishment, the bill came to £60 last month and it was because it transpired that he didn't have any data allowances in the tariff. Also this month he has been currently charged £45.
When he rang up this afternoon to speak to customer services they mentioned that you should be regularly checking your account online to ensure that you can keep track of your usage. He requested to speak to a supervisor but was ignored and they hung up on him.
When he called half an hour later another agent took the call and completely tried to blame him and was so rude. If I have the ability I would love to post this call recording as they were completely out of order blaming him for the charges . Some of the things they mentioned are: "there is no such thing as customer loyalty", "you should be more careful", "you always want discounts", "its your fault", "you cant speak to a manager", "i will suspend your account", "you have been a customer since 2010 therefore you should know the terms and conditions of your contract".
When he ordered the SIM card Virgin should have been warned that he currently does not have any data allowance in his tariff as he would have then changed tariff. It appears that he is still on a dated 3G tariff with no data allowance.
Furthermore there should be the ability to cap the expenditure so this does not happen again.
I understand that as a customer we should be aware of the charges, tariffs but being a 60 year old I feel Virgin have taken advantage of my father especially when he is new to these modern phones. Furthermore it doesn't warrant being spoken to in such a rude manner and only tarnishes the reputation of Virgin Mobile.
I'm going to see if I can get a cheaper tariff elsewhere for him but wanted to put the experience we had out there. I remember a few years back my car was broken into and they stole my phone. Some calls to premium number were made and I had to pay the extortionate bill. This was again Virgin Mobile.

So who ordered the SIM card?


Presumably the new SIM card was a different size to suit the new phone, so why should data be magically added to the existing tariff?


Capped tariffs have to be asked for and only some networks offer them.


What has being 60 years old to do with anything?


Presumably you had no lock on the phone? If so not Virgins fault.

thepeopleschamp

Presumably the new SIM card was a different size to suit the new phone, so why should data be magically added to the existing tariff?
No, Im aware of that but it would have been courteous of the Virgin to warn my father that he doesnt have a data allowance and may be charged.

Capped tariffs have to be asked for and only some networks offer them.


What has being 60 years old to do with anything?
The point is that someone who is not very tech literate should be explained in a different way to say someone of this generation that has grown up with smartphones and is aware of tariffs.

Presumably you had no lock on the phone? If so not Virgins fault.

Yes was unlocked.

All I can say that is if you had been spoken to the way my father was, you would not be happy. Whilst I appreciate that we should be more careful in checking details this doesn't mean that we can be ridiculed on the phone and be treated in such a rude/vile manner by a company.

Inner_Zone

thepeopleschamp wrote: »

Yes was unlocked.

All I can say that is if you had been spoken to the way my father was, you would not be happy. Whilst I appreciate that we should be more careful in checking details this doesn't mean that we can be ridiculed on the phone and be treated in such a rude/vile manner by a company.

Agree, but we only have that third hand.



So why not just give notice and go elsewhere, but read the T&C's first.



The remainder is not Virgin's fault.

thepeopleschamp

Yes i understand. Looking for a new deal right now. Thankfully this site shows best deals so thanks for all the work MSE!

Inner_Zone

thepeopleschamp wrote: »

Presumably the new SIM card was a different size to suit the new phone, so why should data be magically added to the existing tariff?
No, Im aware of that but it would have been courteous of the Virgin to warn my father that he doesnt have a data allowance and may be charged.

Capped tariffs have to be asked for and only some networks offer them.


What has being 60 years old to do with anything?
The point is that someone who is not very tech literate should be explained in a different way to say someone of this generation that has grown up with smartphones and is aware of tariffs.

Presumably you had no lock on the phone? If so not Virgins fault.

Yes was unlocked.

All I can say that is if you had been spoken to the way my father was, you would not be happy. Whilst I appreciate that we should be more careful in checking details this doesn't mean that we can be ridiculed on the phone and be treated in such a rude/vile manner by a company.

But how are Virgin to know that the SIM is for a Smart phone? Did you or him tell then that specifically?



I ask again what has being 60 got to do with anything. I am a year younger have three Smart phones currently, two my own (four SIMS and four networks) and one for work and had had various phones non smart and smart for over twenty years, so being aged 60 I would suggest is not relevant.


So who did order the SIM we still don't know.

[Deleted User]

thepeopleschamp wrote: »

Presumably the new SIM card was a different size to suit the new phone, so why should data be magically added to the existing tariff?

No, Im aware of that but it would have been courteous of the Virgin to warn my father that he doesnt have a data allowance and may be charged.

Capped tariffs have to be asked for and only some networks offer them.

What has being 60 years old to do with anything?

The point is that someone who is not very tech literate should be explained in a different way to say someone of this generation that has grown up with smartphones and is aware of tariffs.

Presumably you had no lock on the phone? If so not Virgins fault.

Yes was unlocked.

All I can say that is if you had been spoken to the way my father was, you would not be happy. Whilst I appreciate that we should be more careful in checking details this doesn't mean that we can be ridiculed on the phone and be treated in such a rude/vile manner by a company.

You said you ordered him the new sim card, did you not think to check what he was on. I'm guessing you're not 60 years old (although that has no bearing whatsoever), perhaps instead of blaming Virgin you should look closer to home.

If the CS was as you say then put a complaint in (you were polite yourself I hope?)

[Deleted User]

Inner_Zone wrote: »

I ask again what has being 60 got to do with anything. I am a year younger have three Smart phones currently, two my own and one for work and had had various phones non smart and smart for over twenty years, so being aged 60 I would suggest is not relevant.

I'm just behind you in that regard and I'm always amused when people use age as some sort of mitigating circumstance. I'd bet on myself in managing my own affairs anytime.

thepeopleschamp

Actually my father ordered the SIM card. I'm on Vodafone myself and have to say their CS is brilliant, explaining everything in detail.
My point about being 60 years old is that I would argue there are more people of that generation that would struggle with understanding data tariffs etc than someone of a younger age. You may have a few phones being of senior age but the majority of my relatives that are senior aren't that tech-literate and this can be said for a high proportion of people aged over 60 when it comes to using a PC/surfing the net/using a smartphone/knowing tech jargon.

thepeopleschamp

Colin_Maybe wrote: »

I'm just behind you in that regard and I'm always amused when people use age as some sort of mitigating circumstance. I'd bet on myself in managing my own affairs anytime.

So you think it is okay for energy firms to take advantage of people that don't know how to use comparison sites where they can get a better deal? Especially those that are elderly and prob don't have access to the internet or dont know how to use a pc.
I'm afraid the truth is that companies will try and take advantage of such people that don't know how to look for better deals or save money and wouldn't out of courtesy try and save the customer money proactively.

Inner_Zone

thepeopleschamp wrote: »

Actually my father ordered the SIM card. I'm on Vodafone myself and have to say their CS is brilliant, explaining everything in detail.
My point about being 60 years old is that I would argue there are more people of that generation that would struggle with understanding data tariffs etc than someone of a younger age. You may have a few phones being of senior age but the majority of my relatives that are senior aren't that tech-literate and this can be said for a high proportion of people aged over 60 when it comes to using a PC/surfing the net/using a smartphone/knowing tech jargon.

A lot of people aged around 60 will have been using technology i.e. typewriters then punched card / tape terminals then computers then PC's and onwards at work for over 40 years and later at home, so I still don't understand why you think at 60 people know nothing about technology.


As for VF CS that's another subject on it's own.