Virgin Mobile owes me money.

Jonny123123

Hi all,

after much frustration and over a year of deliberating with Virgin Mobile staff over the phone, I have decided to post my issue here and see if I can get some opinions on how to move forward.

This all started in early 2021, I noticed my phone bill was much higher because I had gone over my data limit on a £15 per month contract. Once I noticed this, I called Virgin and had my contract changed so that I wouldn't use more than my quota. The man on the phone assured me there was nothing more I needed to do, and so I went on my way thinking that I wouldn't be charged in excess of my new bill @ £20 a month. Months down the line, I happened to check on my Virgin Mobile bills and noticed they'd been taking £50-£90 per month instead. Once I got in contact with Virgin, I was offered £20 compensation but they'd already taken well over £300 more than they should have. Since I refused their £20 compensation, I was told I would have to take this to an independent tribunal. So I did a DSAR request asking for all records I had with them, including phone records and whatnot in order to backup my case further down the line. The DSAR request was performed months ago and since this whole ordeal happened I have spent countless hours on the phone and have incurred much stress having to deal with this and essentially 'fight' for my money to be returned. I called last week and asked to speak to a manager and was told they were in a meeting and I'd get a call within 3 hours, I never. I called yesterday and was told the exact same thing, I never got a call back. Today I magically receive my DSAR email and after spending an hour getting access to the results of the DSAR it turns out they've sent me the DSAR for my Virgin MEDIA account and not my Virgin Mobile account as requested. Are these people stupid?

So, fully at the end of my tether with this. I was told that it's been 180 days since those calls and that the recordings will be long-gone. My next step here is to begin the independent tribunal, and also a compensation request of £200 on top of whatever is owed for the stress incurred and time wasted. If this fails, I will contact my bank and ask for all payments to Virgin to be recalled, regardless of how this messes up my credit rating.



Does anyone have any advice they can lend?

Kindest of Regards,

Jon

Bradden

Who are the independent tribunal you have been asked to use?

Jonny123123

Hey Bradden, thanks for the response. I am not sure just yet what service I am supposed to use for that. But I can find out and let you know!

southsidergs

Jonny123123 said:

Does anyone have any advice they can lend?

Yes, check your bills they're your responsibility, How have you not noticed this before now?

macman

The Communications Ombudsman is the route to go, but you need a deadlock letter or 8 weeks non-response first.

Jonny123123

southsidergs said:

Jonny123123 said:

Does anyone have any advice they can lend?

Yes, check your bills they're your responsibility, How have you not noticed this before now?

I never said they weren't my responsibility, but checking them every month when they're contractually meant to be the same price every month would be a stupid endeavour - unless they broke their contract, WHICH THEY DID. It took 6 months to realise they were taking 50-70 pounds more than they were supposed to. Not everyone goes through their Bank invoices every month. What if I were a pensioner or had mental issues and therefore was incapable of keeping a check on things?