I have received a bill from Virgin.
I have never had a Virgin phone - and to be honest after the run around I am getting from you guys, I am never likely to.
I cannot even get basic information, or to actually speak to someone.
I have gone from being perfectly reasonable, balanced and hoping to be able to resolve a situation that neither Virgin nor I created or is at fault for .... to being INCREDIBLY annoyed AT Virgin for the (non) handling of this.
Honestly how hard is it to get someone to call me, or provide some basic information about a bill that I supposedly owe you.
Solved! Go to Solution.
Thanks Zoe for your reply
I have read this article - however I am NOT uploading a bunch of very personal information to a company that I have never dealt with ... who cannot be bothered actually even speaking to me or providing very basic information about the accound I supposedly owe you.
All I really want is to actually talk to someone.
But I cannot get put through, cannot get anyone to call me or get .. well .. any information whatsoever.
I have already called those numbers twice ...
I called the service team who essentially couldnt help me, didnt take my details just gave me another number to call and said that I would need to call the next day as they were closed (eastern standard time, I am in WA)
I called that number this morning, and after lots of different choice options ended up basically back at the same service department
This time they did take my phone number for someone to call me back - however I havent heard anything. (4 hrs) Neither person would tell me any information about the account, nor could they put me through to anyone who could.
Neither could give me a phone number for me to sort this out ... only that basically they couldnt help me.
I am just trying to find some basic information which could help me sort out how much of my identification was provided to you.
It should not be this hard. It should not take this many phone calls and this much of my time for you to provide some basic information about an account that is in my name.
I already have to go to a reasonable amount of time and effort to prove that this account is not mine. The least that you can do is give me the basic information to enable me to do that.
For us to investigate this we do need you to provide the information listed in the article I linked you to earlier @annoyedx1000.
There are alternate contact methods available which you can try if you do need more info however we can't provide account specific details through this forum.
I appreciate that you cannot provide me the info through this forum.
What alternative contact methods? I have tried calling ... but the numbers you have given me do not actually allow me to speak to anyone who can provide any information.
What I would like is for someone who can provide me with basica information about the account to actually CALL me - Or for you to provide a direct number to the department who can talk to me about the account.
Given that I have never dealt with your company, and someone has already used my identification to open an account with you, I hope you can understand my hesitation in providing you with substantial id and information when you cant even ACTUALLY CALL ME.
I posted a link to our contact page in an earlier reply which has all our contact methods listed @annoyedx1000.
We can't call you as we don't have your contact details available in this Help & Support forum (please don't post them as this is a public space).
To confirm, you will need to contact us so we can make a note of this on the relevant account, then you'll need to upload the required information as per the Identity Theft article I originally linked you to.
As you need to supply a Stat Dec + a police report I'd suggest getting these organised ASAP so they're ready to upload.
There is no fraud yet, but Virgin's lack of response means they are enableing a fraud to take place. Virgin Mobile has enquired about my credit record and changed my address. all I can get is a person from their call centre who barely speaks english who pointed me to a website to go to the police and upload my personal details and stat dec. I went to the police and got a report number yet their website asks for teh report. the police made me pay $30dollars and they said the report will take weeks to get. meanwhile I cannot speak to somebody who can understand. I am at risk of getting my mortgage rejected and losing my deposit on a unit because the address they put down makes a liar out of me. I have sent an email to Virgin NO RESPONSE I have instructed my lawyer to pusue all legal options available to me and lodged a complaint with telecommunication ombudsman
You may find helpful info about this situation in this support article.
Somebody from Virgin Mobile will be getting in contact with you in the coming days if they haven't already. We do advise that you can request to speak with a Supervisor in the event that you feel your enquiry has not been resolved to your satisfaction.