ATTENTION: Virgin Mobile customer complaints.
I have been a Virgin pay as you go customer since March this year.
I have been trying to upgrade to Pay Monthly for the last month and it is proving to be a complete nightmare! I want to give you my commitment and pay you more money and I cant!! It seems a bit ironic!!!!
Firstly, when I try and upgrade online, the following error message comes up:The number you have selected, 07807057527, cannot be upgraded to a contract.
When I call 789, and get put on hold for absolutely ages, and then get put through to sales, and then to customer services, and back and forth, I get told that they get the same message. The reason they told me that I cannot get my number upgraded, is because I was previously an Orange pay as you go customer and going from Orange pay as you go, to Virgin pay as you go, to Virgin contract, is not possible online or over the phone. They promised me that if I go to a Virgin store, they will be able to upgrade me as they have different systems to what they use in the call centre and online.
So I trapsed all the way to a Virgin mobile store. They have a problem with matching my home address with the address that my bank has. And of course the credit check department(needed to verify my banking details and address etc) is closed. This lady, I'm sure could have tried to put the transaction through the next day when the credit check department was open and sort it out for me. But, she made me return during office hours so the credit check department can do the check while I was present in the store.
I went to the Piccadilly store a few days later. They managed to get hold of the credit check department but they would only have an answer the next day. This virgin helper was kind enough to take my details. He called me the next day when the credit check department let him know that my credit check failed.
Virgin or Equifax is unable to give me a reason why I failed the credit check. I am being denied a mobile phone contract, and now have a bad credit rating, and no one can tell me the reason. Surely I am entitled to know why I am being denied a phone contract?
Equifax says that they supply all my personal information to Virgin and you look at certain criteria and make a decision. Virgin says that they received no personal information as they are not allowed too, they only receive a 'yes' or 'no' from Equifax. I am now being forced to pay £14.99 to find out why I have failed my credit test.
I have got credit cards in the UK and SA, and had a mobile phone contract for about 7 years in SA. I have been paying at least £25 a month on Virgin pay as you go and bundles for the past 8 months. Doesn't that show you that I am able to fulfil a 12 month contract?
On top of all of that, I have requested my PUC for the second time so that I can leave Virgin but haven't received it. And there is no record on your system of my request.
Please can somebody escalate this to a higher department and get me answers to why I am having such trouble getting a phone contract and let me know if I will ever be able to get one through Virgin?
I am not asking for a lot, just to give you 12 months commitment and money- it should be welcomed with open arms.
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