Virgin mobile

Dumyat

On the 4rd of December I ordered a new mobile for my son online (£150). this was tuesday, I opted for a delivery date on the thursday so my husband could wait in. Thursday came and went...no phone. First thing next morning the SIM card showed up. Friday came and went...no phone. Saturday morning I phoned their call centre to be told they didnt have the phone in stock and I shouldnt have been able to order it ( I have the email confirming it, and the money was taken off my account)
anyway she couldnt handle my case, someone from sales would call me back. They phoned a few hours later saying there was no chance of that phone coming back in stock so I asked for a refund. By wednesday still no sign of a refund so I called again. After much tooing and froing I was told the refund had been handled incorrectly and it would take 5 to 7 working days to get my refund. So today, a week later still no refund I phone again, to be told exactly the same story. the refund had not been authorised correctly and I would get my money in another 5-7 working days. Needless to say I am not happy. When I asked for the address of their complaints department, as I was having no luck with the call handler, they passed me to the team leader, who promised someone higher up in finance would phone me back....still waiting!

I still dont understand their logic about the refund. why if they can take money from my account almost within minutes, can they not refund in the same timescale. surely this is not normal? If this had been a shop in the high street my refund would have been more or less instant.

Helix

dogrose wrote: »

I still dont understand their logic about the refund. why if they can take money from my account almost within minutes, can they not refund in the same timescale. surely this is not normal? If this had been a shop in the high street my refund would have been more or less instant.

It works exactly the same way in high street shops as well. I'm not sure why but they never do an instant refund onto the card.

Dumyat

the biggest hurdle is this is the third time they are telling me they are dealing with my refund.....is it going to be third time lucky or will I need to phone again? The team leader I spoke to agreed with me, not just one "team member" had boobed. Starting with sales who allowed a transaction to take place with no stock.
what is just so infuriating is the time scale they keep quoting to me....especially at this time of year. five to seven working days is going to be at the earliest a week on friday with the bank holidays.£150 is a lot of money! even though because it was on a credit card I havent really paid yet if you know what I mean.

deanos

Blimey Virgin Mobile are usually on the ball, suprised you are getting the runaround.

Can you contact your card comany and do a chargeback ?

Dumyat

I've been with them for eight years now. Have bought a few phones in that time and never had any bother, but I am really losing patience now. hopefully someone phones back today because they broke their promise yesterday. cant bear going through the call centre dance yet again....

is there not a time limit before you can apply for a charge back?

Dumyat

well no one phoned back. kicking myself that I didnt get the name of person who was supposed to be phoning back. cant bear to go through the whole saga again via the call centre. have to wait until tomorrow now - just dont have the time to be kept on hold listening to that music.

Dumyat

well there has been a development. I have had a partial refund. £139 has been refunded out of the £152!!! So the 5-7 day refund story was a lot of nonsense.
looking at the original invoice they have charged me for the SIM card I dont need! In phone call number 2 I asked if they needed me to return the SIM - and they said no it wasnt necessary! so its the call centre merry go round for me today again

John_3:16

If I have had any problem with virgin I have never lost out. Always get my call charge back plus money on sim card. My last sim i topped £50 on with problems I had. Ask for some vouchers and don't let up until you get them and your money back!

Dumyat

just off phone and for the first time I got someone who knew what they were doing. last three couldn't even find the account without asking their supervisor. Anyway for some reason the refund is coming in two stages. but it is coming!

KILL_BILL

you can make a complain via their website and they state that they will reply within 48 hours or so.

get them to give you some compensation for all the hassle as thats noobish behavour from more than one member of staff

when i ordered a phone from them and it was suppose to be deleivered the next day but wasnt i complainesa and eventually got £70 compensation from them for all the hassle.

if you dont complain then they cant reprimand the staff involved nor can they make sure that it doesnt really happen again

Dumyat

Can't believe I am having to resurrect this thread. lost my phone and ordered a replacement over the phone this time to avoid the problems I had at christmas time with their online ordering.
delivery day comes and goes...sim card shows up, yet again no phone!
just off phone to call centre - they have no record of my order. Can't tell you how furious I am! :mad::mad::mad:

waiting on them to call back as they have now found a payment which matches my order....but no order!