Virgin Mobile South Africa Complaint
 SUPPLIER |
Virgin Mobile South... |
 INDUSTRY |
Telecommunications |
| BRANCH / AREA | Call Centre | COUNTRY | South Africa |
| TIME / DATE | 11:24 Fri 3 Feb | PERSON RESPONSIBLE | Many |
| CUSTOMER | wendyogilvie | View all reports by user |
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| PROBLEM | Billing / Accounts |
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| INCIDENT | Fri 3 Feb | ||
| HEADLINE | Cancelled Contract still being billed |
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On 21 July 2011 I phoned their call centre to cancel my contract. I was told to pay the balance owing on the handset. I went to A Virgin store in Pintown to do this. They could not take the payment I had to go to the bank. The Virgin Store then called the call centre, confirmed the payment and cancellation and sent confirmation of the bank deposit. In Dec last year (my bad!) I noticed that they were still billing me. On 19 Jan 2012 I called and was informed (by a very helpful gentleman) that they had received the cancellation and a credit would be done for the amounts billed. And yesterday ANOTHER debit order came off my account. Yesterday a very unhelpful woman just transferred my call. No explanation given of where I was being transferred to or why. After 9 minutes I hung up. Today I was told that a R100 credit was passed for airtime and I owed them the R39 that was debited. WHAT? Now I must provide documentation of the cancellation. What documentation? It was done telephonically and the bank deposit provided as proof. Nothing was sent t me to sign etc. After INSISTING that my call be escalated they had till 11am to get back to me.... Aish |
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| SUPPLIER'S RESPONSE | Virgin Mobile South Africa | Time and Date | 10:54:08 | Sat 4 Feb 12 |
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Hello wendyogilvie, Thank you for contacting us. As per our telephonic conversation we have confirmed that your services have been cancelled. Kindly be assured that your account will be credited accordingly in this regard. We do apologise for the inconveniences caused. Thank you for allowing us the opportunity to address your concerns. Regards, Virgin Mobile |
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| CUSTOMER'S FEEDBACK | wendyogilvie | Time and Date | 14:48:39 | Wed 8 Feb 12 |
| Not Impressed: They called me on Saturday to explain that a refund would be make. Their calculation did not correspond with mine so I requested a statement of my account. Am still waiting for it..... | |||
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