I attended the Chatswood Virgin store 2 weeks ago looking to sign up to the $80 Iphone 7 plan = totalling $94 a month - was with Vodaphone looking to change due to Virgin's great deals. When I entered the store I was greeted by the Manager who then prompted a staff member named Mark to take over. Mark sat down and began to complete the application process. Mark asked me questions such as how long was your last job, your current job and what is the companies name. He took photocopies of my drivers licence and medicare card and I was informed a credit check would be conducted. Mark said I may need to provide bank statements or payslips to further support my credit check. As this was happening, facebook notifications continually popped up on the screen, and Mark rudely asked me if I worked in Admin in my current role, where I said no I am a professional. Mark informed me the credit check would take 20-30 mins and he would call me when it was completed.
Mark called and informed me that my credit check had been declined and I would have to wait 3 months before re-applying for a phone plan with either Virgin or Optus. When I asked why, he could not give me a reason and told me to call the Support line.
I promptly called the Support line where I was on the phone for 30 + minutes (on and off hold) talking to a lady who asked me 3 times how to spell Samantha. She completed another credit check over the phone from the details I provided in store, called me back and informed me it had declined and I would receive a letter in the mail informing me why. I asked if this could be emailed and was informed that she would have to email communications and would not be able to give me an answer for 24 hours (IT IS 2017!!!). This is ridiculous - I work full time as an allied health professional, and am new to Sydney therefore still have a QLD drivers licence and my old address attached. The fact that not one person could inform me of why I was declined blows my mind. As a customer I have the right to know WHY I am not eligible for a "phone plan". Please note I have been on phone plans since I was 17, am now 25 and have always direct debited these with no prior issues, work full time and the only debt I have is HECS!!
Lastly, I phoned again to ask for a customer complaints phone number and was on hold for 25 + minutes with a guy checking in every 5 minutes to inform me he was "trying" to find me a number. He could not, and asked me to post my concerns on facebook or the community page.
I have gone back to Vodaphone and have informed my family members and friends who are currently with Virgin of this issue. They will be changing providers. It is embarrasing for your company and the Chatswood store. Customer service is not hard and Virgin in all aspects has failed.
If this goes on my credit check as being declined that is ridiculous. There is no reasoning behind this - I am not asking for a mortgage and I can tell you now that people on a lot less money than me are being accepted for phone plans with Virgin. It is not acceptable to base a credit check on someones old address, current drivers licence location (QLD), gender (female), and age (25) - Could I put money on the fact that if a male walked in and gave the same information he would be accepted??
Thanks but no thanks and if this letter ever arrives and tells me that the credit check has been documented on my record I will be taking this matter to the telecommunications ombudsman.
Hey @saamm, thanks for letting us know about this experience, it's definitely not a good one and I'm sorry to hear about everything that's happened - I'll be passing on this feedback detailing your experience at our Chatswood store.
Your gender would not determine whether or not you are accepted or declined for a Postpaid service, however if you fail a credit check and are declined a Postpaid service with us, we don't have specifics to say exactly why - simply that you didn't meet the criteria required. Often the letter you'll receive will have some more info. When you apply, this does leave a query on your credit file, as you're applying for credit and this is standard.