1 reviews | Active since Oct 2016
VIRGIN MOBILE ROBS ME OF 500 MB DATA… THEN PROCEEDS TO HELP ITSELF TO MY AIRTIME AS WELL
<p>On 24 Dec at 16:54 hours, I learn with surprise that my airtime & data balances are zero. I spend R180 to recharge. Of this I use R50 to purchase 250 MB data. Virgin’s marketing trick is to invite the customer to immediately buy the same bundle again at half price. I do so.</p> <p> </p> <p>The arithmetic so far:</p> <p> </p> <p> - R180 spent to recharge airtime</p> <p> - R75 of the above to convert airtime to 500 MB data</p> <p> - R105 remaining for airtime</p> <p> </p> <p>Simple enough?</p> <p> </p> <p>Let’s continue – but first I want to mention that there has been NO SUDDEN CHANGE TO MY SURFING HABITS. </p> <p> </p> <p>On the afternoon/evening of Xmas Day I attempt to make a call.</p> <p> </p> <p>What the…?</p> <p> </p> <p>AIRTIME AND DATA BALANCES ARE ZERO!!</p> <p> </p> <p>On 26 December I call Virgin Mobile. Virgin Mobile’s Cshireletso takes my call. Cshireletso insists I have used the ENTIRE 500 MB DATA, PLUS THE ENTIRE REMAINING AIRTIME, on “the internet” as she puts it. Cshireletso and won’t budge from this. Nothing, but nothing, will convince Virgin Mobile’s Cshireletso that I did NOT SPEND 500 MB SURFING THE INTERNET. (Ever cooked Xmas dinner for 7 virtually singlehandedly? I challenge you to spend one tenth of 500 MB surfing the Internet!) </p> <p> </p> <p>500MB on the Internet in one day? Have I somehow magically downloaded the entire Lord of the Rings trilogy without knowing it? But Virgin Mobile’s Cshireletso isn’t budging. She continues to insist I have consumed 500 MB data PLUS my ENTIRE REMAINING AIRTIME BALANCE on the Internet.</p> <p> </p> <p>And so I am left with zero airtime and zero data, the entire R180 recharge having been ****** (there really isn’t another word for it) by Virgin.</p> <p> </p> <p>As soon as the banks reopen, I will port. If Virgin thinks this is an empty threat, WATCH. Virgin, enjoy the money you stole from me. It has brought our happy relationship to a sticky end.</p>
UPDATE:
On Tue 27 Dec 2016, a public holiday, I go to Virgin Mobile Eastgate to make one last desperate attempt to resolve the issue.
The answer: “You used all your data.” (I did NOT. Presumably my phone has a record of what I used it for?”)
They ask if I switch on Mobile Data. I can see where this is leading. “Do you switch off your fridge when you go out?” I ask. They don’t answer the question, but they remain adamant I consumed 500 MB data, plus R105 airtime, in less than 24 hours
I must say this: Dikeledi Seripe of Virgin Mobile Eastgate handled the situation very skilfully, keeping her cool and demonstrating apparent empathy.
However, there remains absolutely no movement whatsoever on Virgin Mobile’s side. They continue to insist I used 500 MB converted data, plus enough additional unconverted data to annihilate every cent of my R105 airtime, in less than 24 hours. They blame “updates” (conveniently vague and anonymous). We hand them the handset and invite them to show a record of these “updates”. They cannot.
So the state of play is that I pursue the matter through the channels of Hello Peter and, next stop, the Consumer protection Board. This is becoming something greater than a couple of hundred rand. This is becoming a matter of taking a stand against exploitation.
UPDATE:
On Tue 27 Dec 2016, a public holiday, I go to Virgin Mobile Eastgate to make one last desperate attempt to resolve the issue.
The answer: “You used all your data.” (I did NOT. Presumably my phone has a record of what I used it for?”)
They ask if I switch on Mobile Data. I can see where this is leading. “Do you switch off your fridge when you go out?” I ask. They don’t answer the question, but they remain adamant I consumed 500 MB data, plus R105 airtime, in less than 24 hours
I must say this: Dikeledi Seripe of Virgin Mobile Eastgate handled the situation very skilfully, keeping her cool and demonstrating apparent empathy.
However, there remains absolutely no movement whatsoever on Virgin Mobile’s side. They continue to insist I used 500 MB converted data, plus enough additional unconverted data to annihilate every cent of my R105 airtime, in less than 24 hours. They blame “updates” (conveniently vague and anonymous). We hand them the handset and invite them to show a record of these “updates”. They cannot.
So the state of play is that I pursue the matter through the channels of Hello Peter and, next stop, the Consumer protection Board. This is becoming something greater than a couple of hundred rand. This is becoming a matter of taking a stand against exploitation.
Hi odete-dias,
Thank you for your query.
Please note that you only loaded 250mb not 500mb od data as stated above.
All 250mb was used up. Between 07h40 and 09h59 on 25.12.2016 the remaining airtime went towards data as all your bundles were used up. Had you ensured that 500mb was loaded, your airtime would have remained untouched.
We confirm that Virgin Mobile has not ****** any airtime nor data from you.
Kind Regards
Alicia
Hi odete-dias,
Thank you for your query.
Please note that you only loaded 250mb not 500mb od data as stated above.
All 250mb was used up. Between 07h40 and 09h59 on 25.12.2016 the remaining airtime went towards data as all your bundles were used up. Had you ensured that 500mb was loaded, your airtime would have remained untouched.
We confirm that Virgin Mobile has not ****** any airtime nor data from you.
Kind Regards
Alicia