Virgin Mobile misleading T&CS:update

janeevechapman

Update: i finally received a reply from Virgin Executive Team admitting that their T&Cs are misleading and they will rectifying it:


Dear Jane,

Thank you for your recent complaint received on 28th November 2019
concerning our Pay as you go terms and conditions.

I'm very sorry that you've had to contact us here in the resolutions
department to highlight your concerns.

From your complaint, I understand that you would like clarity over the
correct terms and conditions of inactivity as you have been advised 180
days, 120 days and 90 days. You have also provided links to our website
which also provide 2 different terms.

To ensure that I understand the cause of your concern and find the best
possible resolution, I have completed a full investigation of your
account.

From this investigation I can confirm the correct amount of time in
activity before a SIM may be disconnected is 90 days. We are aware of
the invalid terms on the website that still show 180 days and are
working behind the scenes to get the issue rectified. Feedback will also
be given to the agents you have spoken to, this will ensure the correct
information is being relayed back to our customers.

The correct terms and conditions are as below:



"3.8 Keep talking!: You need to use our Services at least once within
any 90 day period either by making a chargeable call or sending a text
message. If you don't we may suspend your access to the Services and
cancel this Agreement. If we cancel this Agreement, you may lose your
phone number and any unused Top Up credit on your account (see Clause
10.3). We don't really want to lose you as a customer so please ensure
you keep talking or texting!"

In this instance we would like to thank you for bringing this to our
attention.
I would like to thank you for taking the time to get in touch and
letting me know about your recent experience and hope that the outcomes
detailed in this letter have provided the information and resolutions
required to resolve your complaint.

If you have any further questions about the information or resolution
provided please do not hesitate to contact me on 0800 052 0264 between
8am - 6pm Monday to Friday and I would be happy to provide further
assistance.

If you have any other queries you can contact our Customer Service team
on 150 or 789 free from any Virgin Mobile or Virgin media landline.
Alternatively call 0345 650 0789 or 0345 454 111 from any other landline
or mobile phone.

If you are happy with the resolution and information provided or we do
not hear back from you before 31st December 2019 we will assume you no
longer wish to pursue this issue and will close your complaint without
any action being taken on your account. We look forward to hearing from
you.


Kind regards
Colin




CEO Case Manager
Virgin Media

Ian011

Keep checking that page to see if the Terms and Conditions are updated.

In the meantime, drop a line to Ofcom pointing out the issue.

janeevechapman

Will do! Thanks.