[Osem]

Had a smilar problem with our Addict Extra PAYG account this morning. Successfully topped up £10 last week but never received a text confirmation at the time. Thinking the 100 free mins and unlimited free texts would be added by this morning we checked the balance only to find the correct credit but nothing else. Called 789 and got through to some foreign call centre. The young lady apologised for the error and told me they'd be crediting the account with 300 free texts and 15mins of calls. I repeatedly explained the Addict Extra tariff details and that I'd just confirmed these by phone and on the web and her 'offer' kept changing. Eventually I told her that I wasn't going to accept anything less than what Virgin are advertising and the woman disappeared to speak to someone. She came back after about 5 mins and told me our account had been credited with the correct amount of texts/free minutes. We checked this shortly afterwards and as promised the free calls etc were on our account. I told her we'd never got a confirmation text when we topped up and asked if we'd have to go through all this rigmarole next month but she promised there problem had been resolved and that next time the top ou freebies would be added automatically. Given her lack of knowledge about Virgin tariffs I have little confidence that this will prove to be the case but we'll have to wait and see.

This is the second time in a few months that top up freebies haven't been automatically to 2 of our Virgin Mobile PAYG accounts so it seems there is a problem somewhere which hasn't yet been sorted.