Virgin Mobile South Africa Complaint
 SUPPLIER |
Virgin Mobile South... |
 INDUSTRY |
Telecommunications |
| BRANCH / AREA | Johannesburg | COUNTRY | South Africa |
| TIME / DATE | 12:50 Thu 9 Feb | PERSON RESPONSIBLE | |
| CUSTOMER | WilleK | View all reports by user |
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2
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| PROBLEM | Breach of Contract |
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| INCIDENT | Thu 2 Feb | ||
| HEADLINE | Cellular service suspended |
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On Thursday 2 February, I tried to use my cellphone without success. I then got a message "your cellular service has been suspended". I checked my bank statement to ensure that the debit order was honoured, which it was. Upon enquiring from Virgin Mobile, they denied any responsibility for the incident and referred me to SayG Mobile, saying that the contract was with them. They admitted that it was a problem on their side and they are working on a solution. It is now a week later and my service is still suspended. This means that all the contacts I have are unaware that I had to make alternative arrangements to be able to stay in touch with my wife. People can't get hold of me. If I do internet banking transactions, I don't get the RVN sent to my phone, hence: no banking. They have offered twice now to compensate me with some airtime voucher. The last promise that they made is that I will recieve the voucher by 15 February!!! Admission that my service will still be suspended by that time? Is Virgin mobile not ultimately resposible? Is there any reason why I should not cancel this contract within the next 24 hours? Willem Koekemoer. |
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| SUPPLIER'S RESPONSE | Virgin Mobile South Africa | Time and Date | 14:50:59 | Thu 9 Feb 12 |
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Hello WilleK, Thank you for getting in touch with us. As per our telephonic conversation, we have informed you that we have launched an investigation in the matter. Kindly be assured that we will liaise with you until the matter has been resolved. Thank you for allowing us the opportunity to address your concerns. Regards, Virgin Mobile |
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| UPDATED RESPONSE | Virgin Mobile South Africa | Time and Date | 10:57:12 | Fri 10 Feb 12 |
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Hello WilleK, Thank you for your post. As per our telephonic conversation, we have informed you that your concerns raised raised have been resolved. Please be assured that SayG mobile will be in contact with you shortly. We appreciate the opportunity to assist you. Regards, Virgin Mobile |
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| CUSTOMER'S FEEDBACK | WilleK | Time and Date | 15:07:29 | Wed 29 Feb 12 |
| Utterly Disgusted: My Cellular cervice is still suspended. The response from Virgin was that it is the responsibility of Say'G Mobile and they, (Virgin Mobile) will wash their hands. Say'G insist that it is otherwise. They have now offered me an early upgrade to compensate. I am still sitting with the mess. It is escalating. No joy. will seek legal advice to get these issues, and the 2 companies involved behind me, and Hellopeter too. Quote from Say'G: "the issues you are experiencing our out of our control. | |||
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