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  • FIRST POST
    • Dozdoz
    • By Dozdoz 17th Aug 19, 7:03 PM
    • 9Posts
    • 0Thanks
    Dozdoz
    Virgin mobile complaint - what to do
    • #1
    • 17th Aug 19, 7:03 PM
    Virgin mobile complaint - what to do 17th Aug 19 at 7:03 PM
    Been with virgin mobile for years (convenience as sim free and stupid cheap.... leaving for sure after this).

    I barely use my phone for anything.... had a random text last Friday saying I'm being cut off for going over my credit when I paid my bill a few days before which was weird. Called up 'customer service' and they said there are 4 calls to Thailand on there and charges of 150 quid. I was like what the heck?! Impossible because I know nobody there. I asked what the number was and they couldn't see so I said when was it they said earlier this morning from 9.47 to 11.03, a couple yesterday and a 2.5 hour call weds. I was literally in a meeting at work on the same day when they said I called that morning and my phone was in my pocket. I said 100% it wasn't me, if it was me I wouldn't be so stupid to use my mobile or complain about it. I said I bet somebody got my number or hacked me so I said block all international calls. They said it was 100% indisputable you because otherwise we cant charge you for it. I said it was not and this went back and forth. I raised a complaint and said im not paying my bill and would rather cut my direct debit out and get a new phone.

    They raised this and said it will be fixed in 5 working days. Lo and behold 5 wd after I called and they said its with the fraud squad (whatever that is). They also said oh they haven't look at it yet to which I was like ffs. They said they would chase again.

    I went into a shop today and they couldn't help. Im worried that somebody has hacked my phone and has or can see my stuff, virgin won't even send me a new sim card or change my number. Im adament in telling them im not paying my bill and said if they even dare generate it with that money on im taking it further. They said oh well we can just credit you. With 2 kids and being a single parent.... um no it doesn't work like that!!!!

    The shop said and the customer service said they dont know what the back office team even do or how they check it. I wouldn't know how they could check who done it (does anybody know if they can track ip addresses or something?)

    Has anybody else had disputed charges looked into and how do you deal with it and win?

    Also what happens if they refuse to listen and try take this out and I just cancel all my dd's and get cut off? I assume that's a no no for credit rating and bailiffs ?

    Ta

    Doz
Page 1
    • bspm1
    • By bspm1 17th Aug 19, 7:08 PM
    • 265 Posts
    • 439 Thanks
    bspm1
    • #2
    • 17th Aug 19, 7:08 PM
    • #2
    • 17th Aug 19, 7:08 PM
    Only amounts on my Virgin mobile bill (who I have been with for several years) are for calls I have actually made so no idea.
    • DCFC79
    • By DCFC79 17th Aug 19, 7:12 PM
    • 35,061 Posts
    • 22,161 Thanks
    DCFC79
    • #3
    • 17th Aug 19, 7:12 PM
    • #3
    • 17th Aug 19, 7:12 PM
    Been with virgin mobile for years (convenience as sim free and stupid cheap.... leaving for sure after this).

    I barely use my phone for anything.... had a random text last Friday saying I'm being cut off for going over my credit when I paid my bill a few days before which was weird. Called up 'customer service' and they said there are 4 calls to Thailand on there and charges of 150 quid. I was like what the heck?! Impossible because I know nobody there. I asked what the number was and they couldn't see so I said when was it they said earlier this morning from 9.47 to 11.03, a couple yesterday and a 2.5 hour call weds. I was literally in a meeting at work on the same day when they said I called that morning and my phone was in my pocket. I said 100% it wasn't me, if it was me I wouldn't be so stupid to use my mobile or complain about it. I said I bet somebody got my number or hacked me so I said block all international calls. They said it was 100% indisputable you because otherwise we cant charge you for it. I said it was not and this went back and forth. I raised a complaint and said im not paying my bill and would rather cut my direct debit out and get a new phone.

    They raised this and said it will be fixed in 5 working days. Lo and behold 5 wd after I called and they said its with the fraud squad (whatever that is). They also said oh they haven't look at it yet to which I was like ffs. They said they would chase again.

    I went into a shop today and they couldn't help. Im worried that somebody has hacked my phone and has or can see my stuff, virgin won't even send me a new sim card or change my number. Im adament in telling them im not paying my bill and said if they even dare generate it with that money on im taking it further. They said oh well we can just credit you. With 2 kids and being a single parent.... um no it doesn't work like that!!!!

    The shop said and the customer service said they dont know what the back office team even do or how they check it. I wouldn't know how they could check who done it (does anybody know if they can track ip addresses or something?)

    Has anybody else had disputed charges looked into and how do you deal with it and win?

    Also what happens if they refuse to listen and try take this out and I just cancel all my dd's and get cut off? I assume that's a no no for credit rating and bailiffs ?

    Ta

    Doz
    Originally posted by Dozdoz

    Its a bad idea to cancel the direct debit.


    Its apparently much easier to get the money refunded once its been paid.
    • Dozdoz
    • By Dozdoz 17th Aug 19, 7:17 PM
    • 9 Posts
    • 0 Thanks
    Dozdoz
    • #4
    • 17th Aug 19, 7:17 PM
    • #4
    • 17th Aug 19, 7:17 PM
    I should clarify...... my bill hasn't been generated yet so its not actually on there , so I cant see nor can they see what the number is. I only found out from it being cut off.
    • oldernonethewiser
    • By oldernonethewiser 17th Aug 19, 7:20 PM
    • 402 Posts
    • 454 Thanks
    oldernonethewiser
    • #5
    • 17th Aug 19, 7:20 PM
    • #5
    • 17th Aug 19, 7:20 PM
    I take it there is nothing showing on your phone dialled numbers? Take a screen shot of your outgoing calls
    • Dozdoz
    • By Dozdoz 17th Aug 19, 7:45 PM
    • 9 Posts
    • 0 Thanks
    Dozdoz
    • #6
    • 17th Aug 19, 7:45 PM
    • #6
    • 17th Aug 19, 7:45 PM
    Nothing on there. Im not posting a screenshot on here because theres people's numbers and names on it.

    All it is is family calls, a good friend in Surrey, work calls to uk mobile to people in uk and incoming calls.

    I don't know how to quote people on here
    • Dozdoz
    • By Dozdoz 17th Aug 19, 7:54 PM
    • 9 Posts
    • 0 Thanks
    Dozdoz
    • #7
    • 17th Aug 19, 7:54 PM
    • #7
    • 17th Aug 19, 7:54 PM
    Only amounts on my Virgin mobile bill (who I have been with for several years) are for calls I have actually made so no idea.
    Originally posted by bspm1
    Figured it out oops! Needed to open a new tab ... I've never had any untoward in 10+ years with them. My bill is always on my calls I make. I think I've been hacked.
    • oldernonethewiser
    • By oldernonethewiser 17th Aug 19, 9:24 PM
    • 402 Posts
    • 454 Thanks
    oldernonethewiser
    • #8
    • 17th Aug 19, 9:24 PM
    • #8
    • 17th Aug 19, 9:24 PM
    Nothing on there. Im not posting a screenshot on here because theres people's numbers and names on it.

    All it is is family calls, a good friend in Surrey, work calls to uk mobile to people in uk and incoming calls.

    I don't know how to quote people on here
    Originally posted by Dozdoz

    I wasn't meaning to post a screen-shot here. I thought it might be helpful if you had a picture of what numbers you actually dialled for your own reference.
    • Dozdoz
    • By Dozdoz 17th Aug 19, 10:10 PM
    • 9 Posts
    • 0 Thanks
    Dozdoz
    • #9
    • 17th Aug 19, 10:10 PM
    • #9
    • 17th Aug 19, 10:10 PM
    Oh yes I do thanks
    • Fosterdog
    • By Fosterdog 18th Aug 19, 10:03 AM
    • 4,316 Posts
    • 7,514 Thanks
    Fosterdog
    I take it there is nothing showing on your phone dialled numbers? Take a screen shot of your outgoing calls
    Originally posted by oldernonethewiser
    On most smart phones you can easily delete entries from your call log so taking a screenshot doesn't 100% prove that no calls were made. Or if somebody put their sim in another phone to make the calls it wouldn't show in the original phones call log
    • NutWorld
    • By NutWorld 18th Aug 19, 12:02 PM
    • 50 Posts
    • 29 Thanks
    NutWorld
    On most smart phones you can easily delete entries from your call log so taking a screenshot doesn't 100% prove that no calls were made. Or if somebody put their sim in another phone to make the calls it wouldn't show in the original phones call log
    Originally posted by Fosterdog
    Correct, and the mobile supplier won't need the handset evidence anyway.
    They have a whole host of evidence they can rely upon.

    Where a call is made from using one of their SIMs they will have records that indicate the time and duration as you would expect (as well as the number called - don't know why the supplier said they didn't know that, perhaps for security reasons as the OP said they did not make that call), but they can also identify the IMEI of the device used (and compare that to previous calls made). They will also be able to see the cell site (e.g the mast) where the call was initiated though.

    They can compare that with other usage of that SIM, and indeed take into consideration the evidence of the OP that they were at work at the time (something I'm sure their employer will confirm if necessary)

    If it's a smart phone/device, then chances are that it's also got GPRS activated that can track movement as it frequently connects to the local cell site, even when no call or text is being made or received.

    There's more evidence the fraud department can also access to prove or disprove the OP's suggestion they are not responsible for those calls.

    OP - whilst this investigation is ongoing, the mobile provider should be in a position to suspend billing collection (or at least relating to those calls that are in dispute). Just ask them to confirm to they are if you are worried.
    Last edited by NutWorld; 18-08-2019 at 12:20 PM.
    • Dozdoz
    • By Dozdoz 19th Aug 19, 5:52 AM
    • 9 Posts
    • 0 Thanks
    Dozdoz
    Correct, and the mobile supplier won't need the handset evidence anyway.
    They have a whole host of evidence they can rely upon.

    Where a call is made from using one of their SIMs they will have records that indicate the time and duration as you would expect (as well as the number called - don't know why the supplier said they didn't know that, perhaps for security reasons as the OP said they did not make that call), but they can also identify the IMEI of the device used (and compare that to previous calls made). They will also be able to see the cell site (e.g the mast) where the call was initiated though.

    They can compare that with other usage of that SIM, and indeed take into consideration the evidence of the OP that they were at work at the time (something I'm sure their employer will confirm if necessary)

    If it's a smart phone/device, then chances are that it's also got GPRS activated that can track movement as it frequently connects to the local cell site, even when no call or text is being made or received.

    There's more evidence the fraud department can also access to prove or disprove the OP's suggestion they are not responsible for those calls.

    OP - whilst this investigation is ongoing, the mobile provider should be in a position to suspend billing collection (or at least relating to those calls that are in dispute). Just ask them to confirm to they are if you are worried.
    Originally posted by NutWorld
    That all makes sense thanks. How do people that get their phone stolen or pranked resolve this then? Or what if a hacker actually got into my phone and used it like a proxy or something M

    What other evidence do they access for this?
    • Exemplar
    • By Exemplar 19th Aug 19, 9:21 AM
    • 1,320 Posts
    • 551 Thanks
    Exemplar
    That all makes sense thanks. How do people that get their phone stolen or pranked resolve this then? Or what if a hacker actually got into my phone and used it like a proxy or something M

    What other evidence do they access for this?
    Originally posted by Dozdoz
    As Nutworld stated Virgin will be able to dissect their platform and see the originating CLI (phone number) and SIM it was dialled from. If you can take a photo of the rear of the SIM so you can see the SIM number. Present that SIM number to Virgin.
    'Just because its on the internet don't believe it 100%'. Abraham Lincoln.
    • Dozdoz
    • By Dozdoz 26th Aug 19, 1:58 PM
    • 9 Posts
    • 0 Thanks
    Dozdoz
    They havent helped at all.

    Adament it was a correct charge but wouldn't tell me how they could prove it . I said it wasn't. Googled the number and there are other people with same issue as me. Being hacked.

    They offered me 15 quid and then i said no then said okay you have a deadlock letter and I said no i want to sort this out over the phone.

    They refused and said well you can cancel your dd then. I said no because my wife is pregnant.... i said are you all just idiots? Got really frustrated.

    Now they are refusing to talk to me because they sent me a deadlock letter i recorded all phone calls anyway.

    They really are absolutely moronic. Never had worse customer service by a bigger bunch of blithering idiots.
    • mobilejunkie
    • By mobilejunkie 26th Aug 19, 4:41 PM
    • 8,234 Posts
    • 2,849 Thanks
    mobilejunkie
    The deadlock letter is the end of the complaints process. You now either swallow it, sue or go to the Ombudsman.
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