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    • By SUZIE-LILY 7th Feb 18, 12:26 AM
    • 1Posts
    • 0Thanks
    • #1
    • 7th Feb 18, 12:26 AM
    Virgin 7th Feb 18 at 12:26 AM
    I've just joined so firstly I'd just like to say "Hello"
    Just wondering if anyone can help please:
    I took out a mobile phone contract for a sim only deal with Virgin in July, it was carried out over the phone. (so I believe I had a cooling off period) I explained that I needed this sim card within a few days and they promised I would receive it within 2 days. 5 days later it had not arrived so I contacted them to ask how long it would be, they apologised and said they would send another card out straight away and I would receive it the next day. It never arrived. I rang them a few days later and told them I could not wait any longer and I wished to cancel the contract. They offered to give a discount for the inconvenience but I refused and insisted they cancel. They eventually agreed to do this. I then took out a contract with another company instead and they sent theirs within 2 days.
    A few weeks later I received a bill from Virgin, I rang them and explained that I had never received the sim and I cancelled within the cooling off period. They agreed to cancel the invoice and remove it from their system.
    The following month I received another bill, I rang again and took reference numbers and the staff details of whom I spoke to, I then started to keep a record of times/dates/names and notes of the conversation whenever i rang. I also sent a letter explaining everything.
    I then received a letter stating that they were passing my details on to a debt collection agency. I was pleased with this because I thought that at least I would get the chance to explain the situation to them if they visited. Needless to say they never did.
    I have just checked my credit score and they have registered a default against me.
    I have never received their sim card, so naturally a phone call has never been made from that number (which Virgin agreed)
    I have never missed a payment on anything in my life, I work hard and pay my bills on time and I'm furious about this, how do I get this removed? Can anyone advise?
    Thanks in advance
Page 1
    • forgotmyname
    • By forgotmyname 7th Feb 18, 2:26 AM
    • 27,219 Posts
    • 10,966 Thanks
    • #2
    • 7th Feb 18, 2:26 AM
    • #2
    • 7th Feb 18, 2:26 AM
    Make a formal complaint in writing.
    Punctuation, Spelling and Grammar will be used sparingly. Due to rising costs of inflation.

    My contribution to MSE. Other contributions will only be used if they cost me nothing.

    Due to me being a tight git.
  • National Debtline
    • #3
    • 7th Feb 18, 10:31 AM
    • #3
    • 7th Feb 18, 10:31 AM
    Hi Suzi-Lilly and welcome to MSE,

    You would need to check the terms and conditions in a situation like this about the 'cooling off' period (they should be online). Phone contracts are not regulated by the CCA but most do offer a period where you can cancel. Another issue may be whether requesting a second sim card, potentially generated a second contract? However, because you never received the product(s) this raises a bigger issue.

    You should complain (as forgotmyname has said). This will need to go to the debt collector now and you should give them a full breakdown of the situation using the log that you have made. Ask them to investigate the matter further and how you want it resolved (i.e. remove the default and confirm that no money is outstanding). If they refuse you will need to escalate the complaint to CISAS -

    Please be aware that debt collectors rarely visit and will normally only write and/or call you. Keep everything in writing (recorded delivery). Good luck,

    We work as money advisers for National Debtline and have specific permission from MSE to post to try to help those in debt. Read more information on National Debtline in MSE's Debt Problems: What to do and where to get help guide. If you find you're struggling with debt and need further help try our online advice tool My Money Steps
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