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  • FIRST POST
    • janeevechapman
    • By janeevechapman 3rd Dec 19, 11:07 AM
    • 6Posts
    • 5Thanks
    janeevechapman
    Virgin Mobile appalling customer service
    • #1
    • 3rd Dec 19, 11:07 AM
    Virgin Mobile appalling customer service 3rd Dec 19 at 11:07 AM
    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.
Page 1
    • Moneyineptitude
    • By Moneyineptitude 3rd Dec 19, 11:44 AM
    • 25,060 Posts
    • 14,525 Thanks
    Moneyineptitude
    • #2
    • 3rd Dec 19, 11:44 AM
    • #2
    • 3rd Dec 19, 11:44 AM
    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
    • By cranford 3rd Dec 19, 4:14 PM
    • 569 Posts
    • 285 Thanks
    cranford
    • #3
    • 3rd Dec 19, 4:14 PM
    • #3
    • 3rd Dec 19, 4:14 PM
    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
    Last edited by cranford; 03-12-2019 at 5:02 PM. Reason: more info
    • Moneyineptitude
    • By Moneyineptitude 3rd Dec 19, 10:14 PM
    • 25,060 Posts
    • 14,525 Thanks
    Moneyineptitude
    • #4
    • 3rd Dec 19, 10:14 PM
    • #4
    • 3rd Dec 19, 10:14 PM
    I don't know why you are wasting so much of your time on this.
    Originally posted by cranford
    In any case, the query was already answered last month in an earlier thread:
    https://forums.moneysavingexpert.com/showthread.php?t=6073929
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