Virgin Mobile DOES STEAL airtime!

I'm feeling unsettled about the way this thread (and similar ones about VM) are going. A guy has a problem with Virgin, he's sharing it with us - that's great ... keep it up ... There is no point in twisting anyone's arm to try and get a VM number. No offence Piesang, but you have no mandate to intervene.

By all means, share with us your experiences and tell us who to speak to, but please don't make disparaging comments if anyone decides not to take up your offer of help. [This is an anonymous forum so disclosing a number is unwise.]

Let's face it, Virgin Mobile has some serious problems. Part of their problem is their attitude to complaints. Judging by my own dealings with them, they have a lot to learn about customer service. I've spoken to some senior people there so I know what I'm talking about. To list a few:
  • They don't call back or take too long to do so.
  • They are confrontational.
  • Refuse to acknowledge there is a problem.
  • Often don't know about a general problem affecting many.
  • Are reluctant to apologise or back down.
  • Do not want to refund or compensate customers for ANY problems.
  • You even get completely different information depending on whom you speak to!

I would advise anyone with issues with Virgin to try the 123 number first. If you get no joy, blast away with everything you've got - Hellopeter, mybroadband, ICASA, consumer groups, newspaper (local & national). You may then get somewhere. The softly softly approach does not work with this company. They are BAD.
 
wallace said:
PS> I don't PM my details to anybody. Thanks anyway Piesang.
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I also dont PM anyone my details here, except a Company Representative…and Piesang. As everyone know Piesang CAN be trusted,just read around the forums.

It is unacceptable to ask a 3rd party to help you with a big problem like this, the call centre were suppose to help you and sort you out with that 1st call you made.

But this is SA. So you have a choice of how fast you want your problem to be fixed…
Realy fast way: Use people like Piesang that has inside contacts or whatever…
‘Normal’ way : Use the call centre,good luck with that…

So far,i like VirginMobile. The SortMeOut centre,sorted-me-out Everytime!
 
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Well when the Virgin supervisor is actually TELLING you to post on hellopeter, then you know there is summit' seriously wrong with their complaints process :eek:
 
Piesang you just carry on the way you do.

We know you want to help and actually do.

Thanks.

Believe me. A bloke is throwing his toys out the cot and when you try to help he claims he is not going to give you, and you alone (PM), his particulars. I don't know.

Go you good thing!
 
The problem is I can't just put the contact details of the people at Virgin Mobile on the forum. Can you image how many e-mails they are going to get??

Wallace, I will try to sort something out for you. Like I said, I really want to get you sorted out. You don't have to forward me your details. I'll get back to you shortly.
 
Getafix said:
Piesang you just carry on the way you do.

We know you want to help and actually do.

Thanks.

Believe me. A bloke is throwing his toys out the cot and when you try to help he claims he is not going to give you, and you alone (PM), his particulars. I don't know.

Go you good thing!
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Thanks for this Getafix. I appreciate it.

To tell the truth guys, I will be very dissapointed if Virgin Mobile don't sort out there problems soon. From the MYADSL forum I'm trying my best to give them the good publicity they need.
 
Hi Guys,

an update - they have now reactivated my credit. They have however not answered my question on - why did it happen? and - how are they going to prevent it form happening again?

not even so much and an apology for the time and money I wasted trying to get them to resolve this problem.
 
wallace said:
Hi Guys,

an update - they have now reactivated my credit. They have however not answered my question on - why did it happen? and - how are they going to prevent it form happening again?

not even so much and an apology for the time and money I wasted trying to get them to resolve this problem.
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Is this after you contacted Carmen?
 
Piesang said:
The problem is I can't just put the contact details of the people at Virgin Mobile on the forum. Can you image how many e-mails they are going to get??

Wallace, I will try to sort something out for you. Like I said, I really want to get you sorted out. You don't have to forward me your details. I'll get back to you shortly.
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Piesang, these people get 100s of e-mails a day anyway. Trust me, I know. By my reckoning and research on hellopeter, a fair number of these are about complaints. Post away! (Oh and I saw your posts on hellopeter)

Piesang said:
Thanks for this Getafix. I appreciate it.

To tell the truth guys, I will be very dissapointed if Virgin Mobile don't sort out there problems soon. From the MYADSL forum I'm trying my best to give them the good publicity they need.
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Virgin appears to take a very odd stance in the face of complaints. Having spoken directly to Gerald Terrblanche (Head Cust. Services), Denzil Rondon (Dep Head), Tbogo, Sean and Hlobe Zama to resolve my issues, I don't hold out much hope in their customer relations abilities. They don't follow up properly, give out conflicting information and even have more than one person trying two completely different and independent ways to resolve one complaint.

Their latest 'offer' is thus. I pay THEM "more money to upgrade" my account, then THEY will resolve my problem. "If I don't like it, I can give the SIM back".
Yeah Right!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!:mad:
wallace said:
Hi Guys,

an update - they have now reactivated my credit. They have however not answered my question on - why did it happen? and - how are they going to prevent it form happening again?

not even so much and an apology for the time and money I wasted trying to get them to resolve this problem.
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Same with me. They will not address or explain the underlying issue(s). You may never get compensation from them. They consider this "the wrong path".

I recommend you record all calls to them. They don't like it. Tobogo hung up on me when I told her!
 
Waansin said:
wallace

I remember reading the VM terms very carefully and noting that you have to recharge every 90 days or you lose all your cash from your number. Another 30 days after that and your SIM is scrapped. Is it possible that you hit the 90 days without a recharge mark?
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I read these terms as well, but when I emailed Virgin asking if my airtime would expire if I don't use it for a few months, I was emailed by two different people saying that airtime would never expire.

So who do we believe?
 
I'm happy to say that I haven't had any problems with the people at Virgin Mobile. I always get replies. I'm communicating with Carmen via e-mail almost on a daily basis regarding the issues on the MYADSL forum.

They are aware of all the problems and assure me that they are working on it.
 
Piesang said:
I'm happy to say that I haven't had any problems with the people at Virgin Mobile. I always get replies. I'm communicating with Carmen via e-mail almost on a daily basis regarding the issues on the MYADSL forum.

They are aware of all the problems and assure me that they are working on it.
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Then why does Carmen log onto this site and rectify thing before they escalate???:confused:

I was promised a phone call back from Darlington within 5 minutes. It is now the next day and still no call.

Sean
 
sean12 said:
Then why does Carmen log onto this site and rectify thing before they escalate???:confused:

I was promised a phone call back from Darlington within 5 minutes. It is now the next day and still no call.

Sean
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I did ask them before if they will get someone to deal with the MYADSL forum and they said they will get someone. In the meantime I'm helping them and they really do appreciate it.

As for Carmen and the rest of the guys, I don't think they have the time to be on the internet 24/7 to help us with our problems here on the MYADSL forum even if they want to.
 
Piesang said:
As for Carmen and the rest of the guys, I don't think they have the time to be on the internet 24/7 to help us with our problems here on the MYADSL forum even if they want to.
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Aha, a Virgin informer in our midst ;) Sure they aren't paying you to say nice things on hellopeter too??

Nobody wants them here 24/7. They can just check in for a few hours at a specific time. No time for customers. :eek: Service with a smile as always eh?
 
They just did it again! They took R500 off my credit card this month for a V500 that was downgraded last month.

I have a voice recording of the of the downgrade instruction made at 2006-09-21 at 09:41.

I want nothing more to do with them, but they won’t reverse the charge!

VIRGIN SUCKS!
 
Skeptik said:
Aha, a Virgin informer in our midst ;) Sure they aren't paying you to say nice things on hellopeter too??
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Paying??? You really think I get paid?? What I say here on MYADSL is my experience as a customer of Virgin Mobile. I'm not employed by Virgin Mobile. If I'm happy with service then I'll shout it out to the whole world. If I'm not satisfied I will do the same.
 
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