Virgin problem

Nugs123

Last night I contacted virgin because I wanted to no what my options were for an upgrade, the operator told me I would only get £4 for my current phone as the keyboard works intermittently. He then explained I had £180 left on my contract, after he worked it all out he offered me a contract of £31 a month this was £13 to finish paying the £180 for my current phone and £18 for a new one. So I agreed. This morning I woke up to find that they have taken £176 from my account something I couldn’t afford! When I rang them I explained everything and that my account is now in arrears and wanted to cancel it, I’ve not signed a contract, I was passed to the manager as the girl didn’t seem to no what was what and I think she was new, when I spoke to the manager he said to me I’m sorry the conversation hasn’t been logged at our end so can’t see what’s been agreed. He then disappeared for ages and when he came back he said I’m really sorry it’s our mistake but we can’t refund you 😵 he offered me £76 refund and the contract for the new phone, I asked where the other £100 was going to, he didn’t and couldn’t answer me and repeated it’s our mistake but can’t refund you, at this point I said I would never have agreed to a settlement that high knowing I didn’t have it and then said I can send you out a letter explaining the deadlock so you can go down that route and that was the end of the call. I’m now left £176 down, arrears and something I never agreed to! They’ve admitted it was their mistake, I’ve absolutely no idea where my money has gone I’m assuming I’ve bought out my contract and don’t owe them anything apart from £4, has anyone else got experience of this as I’m totally baffled and not one person at virgin could explain it to me

[Deleted User]

If £176 has put you into financial hardship then you should question whether you should be signing up for a new handset. £31 a month is £372 over the year.

rawhammered

Stop buying things you can’t afford.

mobilejunkie

What they told you in the first place should have raised alarm bells. Networks generally charge a lump sum for the remainder of the minimum term when a contract is terminated sooner - they don't spread it out over the cost of the new contract on a monthly basis. They also don't generally pay for an old handset. Upgrades aren't covered by a cooling off period unless they allow that in their particular t&c. Network operators often either 1) don't know what they're talking about and 2) (more usually) are incentivised to lie and tell you anything in order to get you to sign up to a new deal.

Get the deadlock letter and go to the Ombudsman, setting out your case in a more measured way (i.e. short sentences rather than lines without taking a breath), but afterwards you also shouldn't hold your breath either. There is a chance you may get somewhere with the Ombudsman, even though if it's Ombudsman Services they generally are biased towards the other side.

Nugs123

£31 a month is a big difference to £176 in one go 😉

Nugs123

Very helpful advice you given 😂

dazzaofdagenham

Virgin mobile are a nightmare.....had so many problems with them it’s unbelievable...

Get shot of them ASAP.....far far better offers for sim only for less than £10 a month

[Deleted User]

Nugs123 wrote: »

£31 a month is a big difference to £176 in one go 😉

The point is that if £176 is enough to tip you over the edge financially then £31 a month is too much to spend on a mobile phone contract when you can get a lot cheaper.

DCFC79

Why not send a complajnt ?

nicetomeetyou

I have been with virgin mobile for 4 years and not had any problems, touch wood.

liggerz87

As others have said go ombusmun with the deadlock letter ee if you had upgraded with them they let you 45 days early and would have waived the last fee you most likely have paid the last few months of what you had left and if with o2 it would have been refresh were you pay off the last remainder of the phone