Such inept customer service
 

My grown-up son currently has a PAYG mobile with VM and wants to do monthly Sim only. He applied in April on-line and came back as failed credit check due to DOB incorrect? Spoke to VM customer services who tried again to credit check and failed. Contacted Virgin Mobile underwriters who said was all fine now and he should apply again, tried again this time over phone and it failed again. My son has given permission for CS to talk to my wife about his account (on his notes)

He was then advised to wait until end of May due to all the credit checks and try again...Come May he tries again, yet again and he failed credit check.His credit file is perfect, the CS advisor even stated it showed he could have the most expensive phone/contract he wanted, but he cant even get a £10 sim only and now he has ANOTHER (failed) credit check on his credit file.

The CS adviser said to wait (another) 30 days because of all the credit checks (all credit checks done by VirginMobile)


We were not happy with this as felt we were getting the run around, and sure that after waiting (another) 30 days, another application would come back with same negative result, So my wife contacted the CEO's office.

The CEO's office contacted my wife today and said that we had been mis-informed by CS and that he now has to wait 90 days because of all the credit checks (done by VM) and after that date he has to send all his information to
Virgin Mobile underwriters (no mention how/where he does this) My son has had enough and has said he can't be bothered pursuing it any further and will
just go to another mobile supplier.

We have come to the end of the line with this incompetence from VM and both my wife and myself as soon as contractually possible will be also moving from Virginmobile.

Sorry for the long rant but I needed to get this off my chest

Re: Such inept customer service
 

I have just emailed the ceo tom mockeridge who is the virgin media but I may get passed to graeme oxby.

I was told that whilst they gave wrong information at customer service and for 11 months we had to pay for a continuous contract on two dangerous blackberry phones # it's our problem!

Thank you Haroon at customer complants in Manchester - but.I will continue to say if you believe you are right then you probably are!

It's too late as we have paid.them because poor attitude and customer service getting it wrong has caused me too much money and stress.

I have asked the ceo to take responsibility and will update my post.

I have given up belief in justice or honour so let's just say how it is

S x

Re: Such inept customer service
 

@Argy1 Sorry you've had a crap time but 90 days is correct not the 30 days.

Re: Such inept customer service
 

Not sure if they have an ISO in place, if so this seems to fail the standard.