Virgin Mobile appalling customer service

janeevechapman

Following my earlier thread, my question is:

Is Virgin Mobile allowed to refuse to publish their real and legal T&CS?

This does not seem legal. Customers (especially the vulnerable ones) are left stressed and confused.
In the last few weeks they have raised their prices from 10p a text to £2 a text, then they refuse to refund the credit when we try to terminate the contract and now have two sets of contradictory T&Cs which have negative consequences for elderly and vulnerable customers.

[Deleted User]

Quasi-legal questions are not the purpose of this forum, I'm afraid.

The company have published their most up-to-date terms and conditions on their website and customers can request a paper copy.

If you have a complaint, then make it direct to Virgin Mobile, though I doubt you'll get far complaining that they've simply raised their prices...

cranford

I don't know why you are waisting so much of your time on this. Whether it's 90 or of 180 days in which you have to make a call is still excessive so kick VM into touch but before you do send text to make a donation to one of many charities and you will have no credit. Somebody told you before the 180 days is for pay and go and 90 for paying a monthly amount.

see 7g in their pay and go terms and conditions.
https://store.virginmedia.com/content/dam/eSales/mobile/responsive/payg-terms.pdf

[Deleted User]

cranford wrote: »

I don't know why you are wasting so much of your time on this.

In any case, the query was already answered last month in an earlier thread:
https://forums.moneysavingexpert.com/discussion/6073929/virgin-mobile-makes-no-sense-two-different-t-cs