Virgin mobile complaint - what to do

Dozdoz

NutWorld wrote: »

Correct, and the mobile supplier won't need the handset evidence anyway.
They have a whole host of evidence they can rely upon.

Where a call is made from using one of their SIMs they will have records that indicate the time and duration as you would expect (as well as the number called - don't know why the supplier said they didn't know that, perhaps for security reasons as the OP said they did not make that call), but they can also identify the IMEI of the device used (and compare that to previous calls made). They will also be able to see the cell site (e.g the mast) where the call was initiated though.

They can compare that with other usage of that SIM, and indeed take into consideration the evidence of the OP that they were at work at the time (something I'm sure their employer will confirm if necessary)

If it's a smart phone/device, then chances are that it's also got GPRS activated that can track movement as it frequently connects to the local cell site, even when no call or text is being made or received.

There's more evidence the fraud department can also access to prove or disprove the OP's suggestion they are not responsible for those calls.

OP - whilst this investigation is ongoing, the mobile provider should be in a position to suspend billing collection (or at least relating to those calls that are in dispute). Just ask them to confirm to they are if you are worried.

That all makes sense thanks. How do people that get their phone stolen or pranked resolve this then? Or what if a hacker actually got into my phone and used it like a proxy or something M

What other evidence do they access for this?

Exemplar

Dozdoz wrote: »

That all makes sense thanks. How do people that get their phone stolen or pranked resolve this then? Or what if a hacker actually got into my phone and used it like a proxy or something M

What other evidence do they access for this?

As Nutworld stated Virgin will be able to dissect their platform and see the originating CLI (phone number) and SIM it was dialled from. If you can take a photo of the rear of the SIM so you can see the SIM number. Present that SIM number to Virgin.

Dozdoz

They havent helped at all.

Adament it was a correct charge but wouldn't tell me how they could prove it . I said it wasn't. Googled the number and there are other people with same issue as me. Being hacked.

They offered me 15 quid and then i said no then said okay you have a deadlock letter and I said no i want to sort this out over the phone.

They refused and said well you can cancel your dd then. I said no because my wife is pregnant.... i said are you all just idiots? Got really frustrated.

Now they are refusing to talk to me because they sent me a deadlock letter i recorded all phone calls anyway.

They really are absolutely moronic. Never had worse customer service by a bigger bunch of blithering idiots.

mobilejunkie

The deadlock letter is the end of the complaints process. You now either swallow it, sue or go to the Ombudsman.