The following has been submitted through the Chat link to Virgin, which resulted in them sending a email attachment showing a usage history which had no bearing on the problem I submitted, and by Help phone link which advised me that they will look into it with 5 business days!. I am unable to make myself understood, so here goes!
My prepaid account was to expire at midnight on 22nd January, the current balance was in excess of $5,000 which was due to roll over. At around 6am on the 22nd I went online to my account to recharge the cap price of $19.00. I completed the transaction and received confirmation of the transaction.
At 5am on the 24th January I attempted to make a phone call and received a message that I had no credit.
I went online to my account and received the account balance as zero. I went online to my bank account and checked that the $19.00 transaction had been enacted. It had.
I went online to Virgin My account again and opened the Chat option and explained the situation. They agreed to credit my $19.00 to activate my account whilst they investigated. They stated that they would email a usage history to me to clarify the situation. That arrived, 4 lines of transactions which explained nothing.
I logged onto My Account again, noted that my credit balance had increased to $250 but did not re-instate the $5,000 plus previous credit balance.
I checked the tranaction history through Manage Service/History and note that my transaction record for 22nd was as under, showing zero payment instead of $19.00.
|22/01/2018||06:17:50||Online CC Topup D||ONLINE CC Topup||CAP|
It is apparent that the $19.00, processed by my bank, has not been credited as per previous transactions. Please deal with this.
|25/12/2017||06:33:32||Online CC Topup D||ONLINE CC Topup||CAP||$19.00|
|27/11/2017||04:36:10||Online CC Topup D||ONLINE CC Topup||CAP||$19.00|
As we will not be able to verify your indentity and other details in a public forum, it may be best for you to get in touch with VMA via a phone call, if possible.
A much better option is a visit to the nearest VMA shop, if feasible and practical. They will be able to check records and verify details while you wait, and hopefully sort things out for you.
Local VMA store is 2 hours drive (160km), The chat line response was not satisfactory in resolving the issue though they did get my account active. Phone contact was not satisfactory either stating it could take 5 business days to resolve. I can see the problem just by looking at the transaction history, and I am 83 years old! But the operators don't seem to see it!
We can definitely understand the confusion over this, but from what you've mentioned above, it does seem like you've actually reached the maximum recharge amount of $5000 bonus credit. You can check out the information about it here.
Also, if you'd like to discuss specifics about your account and don't want to call up, you can reach out to us via Facebook or Twitter.