Currently I am going through the process of changing the Virgin Mobile account I use from my father's name to my name. In the process, a few questions have arisen that I thought other people might want answers to, so I thought I would air them here. Firstly, some backstory:
About two years ago, I tried to get the account switched over to my name for some time. My father and I initially called Virgin Mobile support as we saw there was an option to conduct the Change of Ownership over the phone. Upon being told that we would still have to submit the documentation, we were then given a reference number and we filled out the CHOWN form, provided the identification outlined by that form and submitted. We never heard anything back from Virgin Mobile after that time, and as life went on, it became less and less of a priority, especially because it became harder for us to do as we do not live together.
However, we are looking back into doing it because I wish to go on a plan with a new phone, so it makes sense to finally get everything in order and get the account in my name. On 26/11, we called Virgin Mobile Support to begin the CHOWN process. On the phone, the customer service representative stated that she could see our request from before, but stated that it did not go through, as we had known. She said that we could resubmit the request and we should hear back via a text to my phone number in 3-5 business days whether it has been successful or not. She also stated that we needed to make sure we had 100 points of ID, which is confusing, as the CHOWN form does not list any points. She ended the phone call without providing a reference number. As of 27/11, I've just submitted my new CHOWN request, with, what I believe is 100 points of ID.
I find the process of ensuring we have 100 points of ID confusing. The CHOWN form itself outlines a specific set of items of identification (without points), but then the Virgin Mobile website provides a longer list of ID here. It seems counter-intuitive and from research, seems to be the reason why a lot of people's CHOWN requests are denied. I submitted the following ID:
3 Most Recent Payslips - Income on CHOWN / Is not a form of ID
Australian Drivers License - Primary on CHOWN / Primary ID - 70 points
Medicare card - Secondary 1 on CHOWN / Is not a form of ID
Australian Citizenship Certificate - Not listed on CHOWN / Secondary ID - 30 points
Total Points: 130
You may notice that I haven't included any ID from the Secondary 2 catgory from the CHOWN form. I contacted Virgin Mobile about this category earlier, as I wanted to know what I could do in the case that I don't have Utility Bills in my name (I still live at home). I have the conversation saved where the representative informs me that I only need to provide either Secondary 1, or Secondary 2, which isn't outlined anywhere on that form itself. In a move that may be overkill, I've chosen to provide more identification than is explicitly needed.
With that, here are my questions:
If the 3-5 business day time period for response is correct, I should be expecting a notification by Monday 4th. In the case that we do not get contacted, we will have to again call and enquire about what's going on. I will be updating this thread as we find out more but I am hoping it will be resolved soon.
Thank you for reading.
Thank you for your response @Rachelle. Hopefully people trying to change ownership in future won't have to face the same issues that I currently am.
It's past the 3-5 business day time period and I have not been contacted about whether my application was successful or not. My father (the account holder) will be ringing today to find out what is going on.
Another day of frustrating interaction with the Virgin Mobile Customer Service.
Earlier in the day, my father called Virgin Mobile to, as previously mentioned, follow up on our CHOWN application, as it had been 3-5 business days without a peep from VM. On the phone he was told that the application was being processed, that a new account had been created in my name with my details, but VM needed me to call to verify some details for the credit check. While it is good to hear about some progress in the CHOWN, it is bizarre that I am not being contacted if this is happening.
I then called VM to provide these details. The woman I spoke to pulled up the new account and said that she did have to verify some details. These included my employment and residential details, as well as some identification (in this case, drivers license). At this stage, I questioned the process, as I had submitted all these documents last week. She asked if I had provided a customer service number, and when I said no (because at no point was I provided one), she said that uploads are wiped when they're uploaded without this number. How do people apply for a CHOWN online when the only way to obtain a customer reference number is to call VM? This call ended with the Customer Service Rep telling me that she had begun the credit check and that it should be processed within an hour. I asked how I could follow up in the case that I do not receive confirmation of my credit check, and she gave me a customer reference number and said to call back when the hour was over.
An hour and a half later, I still hadn't received any confirmation, so I called again. When I stated that I had a customer reference number, I was almost ignored completely by this Customer Service Rep, who instead of getting the number from me, immediately tried to find my account. Upon finding the account, he told me that the credit check was still in progress. After continously trying to get a new estimate on the credit check, and telling him that I was initially told that it would only take an hour, he just told me that the Change of Ownership would take 3-5 business days, and that I would "definitely" receive an SMS when the credit check was done. I ended the call realizing that at this stage it was a dead end, and I am not convinced that I will be receiving an SMS regarding the credit check.
I will be calling again in the morning to investigate the status of the credit check. This process is growing extremely tiresome, and it seems counterintuitive to put someone who wants to stay on Virgin Mobile through so much stress throughout this entire process.
Called Virgin Mobile this afternoon. They were immediately able to send me a text message with the results of my credit check, despite the fact that it was said that I would be sent it automatically when it was done. Why am I still being promised notifications that are never fulfilled? At this stage I would rather be told to just call back, because that's the only way I'm actually getting anywhere.
Apparently the credit check has been declined, and I'm now awaiting the credit check from Equifax, the credit check agency VM uses. Will update within 10 days when I receive it, as I'm forced to wait if I don't want to pay $80 to get it immediately. Side-note, VM still sends the old link to their website (under their old name "Veda"), which was changed over a year and a half ago.
It perplexes me how I could pass a credit check in order to obtain a credit card earlier this year (from VIRGIN MONEY no less), but I could be declined from Virgin Mobile. I have a stable income at a job I've had for two and a half years, and I only pay board, so I can't imagine those being reasons. I'll have to wait until the credit report comes in so I can work out my next steps.