About August 2017, I made a compliant regarding signal coverage at my workplace as I moved to a mine site where I don't have any mobile coverage at all. So I told the customer service guy that I have to change my carrier to Telstra and I want to keep my own number. The guy told me that as I still have about 10 months left on my contract so if I port out my number I have to pay about $500 to get out of the contract. I don't agree with that as it is not my fault that I don't get any coverage. As I can't use this service, I don't want to pay the fee. So I complained about my coverage since 9th of August and asked customer service team what they can do for me. I also mentioned to them that I have been with Virgin Mobile over 3 years and my wife is using a month to month plan whit Virgin. The guy promised to give me feedback within next 3 business days to see what they can do. However, I've never received any feedback from them. So I made a complaint to them again at 14th of August. This time, the guys said him will put it as a priority and I will receive a feedback within next 10 days. So I was waiting but never receive any feedback until 22nd September, I called them the third time to explian my situation.
Finally, the guy offered an option which is to transfer the ownership of my number under my wife name first and then they can transfer the 10 months commitment that I got left under my wife's number. So that there is no lock-in contract under my number anymore and then I am free to port out afterward. However, they didn't do what they promised after they charged $25 for transferring ownership at 24th September. The commitment hasn't been transferred to my wife's number since 21st Sep 2017 no matter how many times I asked them to follow up. During the time from 25th Sep 2017 to 11th Oct 2017, me and my wife called the service team about 5 times to push the process forward. However, the only answer I get is 'You have to wait for 3 to 5 business days'.
I am very disappointed about this as I couldn't use my number at my workplace over 2 months now which created a lot of trouble to me. So I finally out of choice but lodged a formal complaint to TIO saying that I do not want to pay the monthly fee as I can not use the service since August or I would only pay the amount that I used when I was in Perth where I get the coverage. In addition, I must port out my number without paying any additional fee as I've been promised my commitment could be transferred under my wife's number. Last but not least, there is a guy in the customer service team named Mark who basically refused to do anything to solve my problem. He was very impatient to listen to my complicated story and speaking rudely. He doesn't care when I said I will make a complaint to ACCC and TIO. Worse customer service that I've ever met.
I can imagine it would be really frustrating that this isn't sorted yet @vincentcaic, especially since you've been trying since August to get a resolution. With a Change of Ownership, you're changing the name of the person who 'owns' or is responsible for that service and commitment. Changing your mobile number into your wife's name won't remove the commitment associated with it though, it just changes it into her name.
If you did need to cancel your commitment with us we wouldn't charge you a cancel fee, you just need to pay what's owing on the phone. Happy to check what this would be now, just send me your details via private message.
But that's not what I've been told. They promised they will change my commitment to my wife's number as well. As my wife would be carrying out the commitment I don't have to pay anything. That's why I agreed to change the ownership initially. Now it's just painful as the ownership has been changed, every time I call the customer service team I have to ask authorization from my wife.
We can't swap a commitment to a different number, but I'd like to provide feedback to whoever has given you the impression this can occur.
If the change has completed and your number is now in your wife's name I would need to chat with her initially and we can add you as a secondary contact too, can she message the details?