Unwanted Virgin Sim Card Scam

[JohnB10]

I need to talk to somebody there about an Unwanted Virgin Sim Card - This has been going on for weeks! The Virgin Team have told me to contact you and quote the number #45270256 - Can somebody please respond urgently. I have spoken to endless people at O2 but am getting nowhere.

[jonsie]

We’re just customers like you but it sounds like you’ll need someone to access your account which can’t be done from here. If you message O2 using the links below, they should be able to help you with this

or give them a call on 202  or 0344 809 0202

Guide: Cancelling Your Contract 

Guide: How to find help & contact O2 

[JohnB10]

Thanks jonsie.... don't really do social media. i can get on the website but can't see much of a way to communicate other that a robot assistant. I've spent pointless hours on the phone to O2. Customer Service, customer complaints, the Fraud Department... it's just hopeless. Virgin Media have told me to speak to them via their 'social media channels' What do I do?????

[Enlli]

Sounds like Virgin have signed you up to a Volt Package where the cost of your broadband depends on you having an O2 SIM. That should have been explained to you by Virgin.

Have you received the SIM?

As this has been going on over 14 days now, technically you are tied into the contract.

As customers here we can not access accounts and can only recommend the ways of contacting O2

[JohnB10]

I believe you are correct. No I didnt know this, it wasn't explained to me. I only realised when I found Direct Debits set up in my Bank. Nobody at O2 could even tell my why, so I cancelled them. Now they are demanding money for something I don't have and didnt ask for. Even O2 thought it was Fraud, so there is a fraud case pending. It's pretty much impossible to speak to anybody there or at Virgin... they just want money. they send me texts that I can't reply to. Ive written and emailed customer services, customer complaints, the fraud department... and nobody ever replies, but the texts and threats keep coming

[JohnB10]

With the headlines they are getting today, they will be lucky to have any customers soon... https://www.theguardian.com/money/2024/feb/28/virgin-media-o2-clients-hit-with-88-price-rises-or-cri...

[Enlli]

Once it is with either the fraud or complaints department it's out of the hands of customer services.

Did you cancel the direct debit for the phone or did you cancel both?

If both then your broadband will be disconnected and everything passed to debt recovery. They will trash your credit files and you will find it difficult getting service anywhere else.

Same goes for O2. They are quick to put things into the hands of debt recovery agents 

[JohnB10]

No I'm still paying Virgin for my broadband and O2 for the 2 mobile sim cards that I do have with them. I didnt understand anything about extra SIM cards... I have 2, why would I want another? 

Virgin just seemed desperate to prove that I knowingly agreed to having one when I renewed my contract last year... I didnt!!! I have asked them for the recording of my conversation. That was over a week ago and no sign of that!

[Enlli]

Yep, no need for an extra card to get Volt. 

Sorry to say Virgin's sales tactics border on misselling

[JohnB10]

Well just to update this thread as Im sure there are many people tricked by this scam....

I did speak to somebody at O2 via their App. A sort of disjointed text message conversation that went on over 5 hours. They had no information from Virgin, they didnt recognise the Reference that Virgin had given me and initially they didnt even recognise the Account number. After a few hours they did find the account but all they can do is Escalate this with the Fraud Dept. Who have had this for over 5 weeks and I've never heard a word from them, despite progressing myself... not a word.

But I'm 'not to worry'... well the thing is, even if the Fraud Department are looking at this, it doesn't stop the accounts department chasing payment... for something I've never had, or wanted. It doesn't stop them threatening with a Dept Recovery Agency.... for the sake of £10.00, they would send the boys round.

O2... what a Sham.  I asked that this be escalated to a ‘Resolution Specialist’ like it says in O2s Code of Practice, but she is not allowed to do this. Only the Calls team have that option... Mostly they can't find this account number either and they wouldn't even speak to me last time I rang.