Virgin Mobile South Africa Conversion
 SUPPLIER |
Virgin Mobile South... |
 INDUSTRY |
Telecommunications |
| BRANCH / AREA | Johannesburg | COUNTRY | South Africa |
| TIME / DATE | 12:38 Sun 29 Jan | PERSON RESPONSIBLE | Staff + Customer Care |
| CUSTOMER | van0307 | View all reports by user |
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| PROBLEM | Breach of Contract |
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| INCIDENT | Tue 27 Dec | ||
| HEADLINE | INCOMPETENT STAFF LEADING TO EXTENSION OF CONTRACT |
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In December I phoned one of the C.Town branches to confirm when my contracts expire. Was informed that they expired on 15.01.2012 and that the last payment would be due end of February (01.03.2012). Also phoned the call centre to confirm and was given the same information. Went to branch to enquire about new contracts available. Was advised to wait until January to provide more info about new contracts/specials. Went on holiday & when I got back I phoned again. Also went to the store to confirm the last payment date etc as I did not want an overlap in payment as this had happened to me previously with them and I did not want a re-occurrance of this. Communicated with 6 - 8 people in total. Then enquired about cancelling as the contracts they had were not suitable and also about porting my no's. Was advised to go a.s.a.p. to the new provider. When I got there I was advised that the no. had to be on pre-paid before I could apply. Was told to phone 126 to cancel my contract, but they were not available on weekends. Phoned the Monday-informed that due to me not cancelling in Dec. my last payment would now be end of March.Lodged a complaint - still no feedback to date.Pathetic!!! |
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| SUPPLIER'S RESPONSE | Virgin Mobile South Africa | Time and Date | 08:54:11 | Mon 30 Jan 12 |
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Hello van0307, Thank you for getting in touch with us. As per our telephonic conversation, we have confirmed that your services have been cancelled. All our customers are important to us and as such we aim to solve all problems speedily and to the satisfaction of our customers. We would like to assure you that we are committed to continually improving our service to our customers. Any deviation in this regard is of great concern to us. Please accept our sincerest apologies for the frustration and inconvenience caused as a result of the handling of your query. Thank you for allowing us the opportunity to address your concerns. Regards, Virgin Mobile |
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| CUSTOMER'S FEEDBACK | van0307 | Time and Date | 19:59:05 | Tue 31 Jan 12 |
| Over the Moon: Wow - first time ever that I have received such a quick response. Very impressed and satisfied with the outcome. One just wonders why one always has to go this route and why customer care is not deemed in a very important light at all times. Thank you for your assistance in having this resolved so quickly. | |||
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