VM customer ‘over the moon’
The problem is that he wants to pay the cellular operator but has only received one bill in 5 months.
Le Roux stopped using his Virgin Mobile number for fear of receiving a huge bill in the near future and has reverted to another operator.
“Now, because of not being billed, I have started using my other SIM card as I refuse to pay an exorbitant bill months later,” said Le Roux.
To Virgin Mobile’s credit, once they were alerted to the issue by MyADSL their response was very positive and fast.
Gerald Terblanche, the head of customer operations, replied: “I can confirm that at launch we had a few problems around our billing. We still have a very tiny percentage of customers affected, and we have done outbound campaigns to them, but the issue is largely resolved. I will get onto Mr. Le Roux’s matter right away.”
After further investigation Terblanche could confirm that Mr. Le Roux’s problem was rather unique and was taking some time to resolve: “I have established the cause of the delays, from our side, we identified Mr. Le Roux’s account as having data defects.
These data inconsistencies lead to the invoice process repeatedly failing during the billing process. I acknowledge; that dependant on the extent of the defect it has taken some time to resolve some of these issues.”
Not only did VM manage to sort out the problem they have shown the other operators how to really please customers, give them their money back if you make a mistake.
“We have contacted Mr. Le Roux today and we have explained that due to us not living up to our service reputation, along with our most sincere apologies we are writing off the outstanding amount of R700+. He will also be receiving his bills on time, as well as debits taking place on time – he has requested; and will receive written confirmation of the details relating to the billing of his account. I believe that the customer ‘was over the moon’,” said Terblanche.
Good news for any consumer.
VM may still be experiencing a few hiccups, as all cellular providers do once in a while, but they are doing their best to provide adequate customer care which is very encouraging to see.
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