Virgin Mobile Customer Service Issues

My phone bill cycle is ending tomorrow, and I received a notification today about exceeding my data by only 2%/0.49 GB. I was shocked to see a $50 charge for this small overage right before the new cycle starts. I believe it's unfair to be charged so much for such a minor usage issue. As a loyal, long-time customer who always pays on time, I kindly request for the fee to be waived, as this situation is unlikely to occur again in the future.

I am currently residing in Spain. In April [redacted], my phone's SIM card was updated. However, about two weeks ago, all services were suddenly cut off, and I lost complete contact. My daughter mentioned that a new SIM card was sent to my address in the UK, with a warning that if I did not activate it within two weeks, services would cease. Unfortunately, I was not informed via email about this replacement SIM card. Now, stranded in Spain without a working phone, I am unable to communicate with my family and others. My phone number is [redacted]4. I will return to the UK in mid-December for the Christmas holiday. Could you please send a new SIM card to my address in Spain so that I can activate it? My address in Spain is as follows: Calle Les Eres 37, Aigues [redacted], Alicante. Thank you. Sincerely, Vartan Avanesians.

Member First Name: Milly Member Last Name: Bujune Balance: $[redacted].62 Due Date: October 26, [redacted] Bill Date: October 10, [redacted] I recently visited the Abbotsford B.C. store to provide Milly's death certificate, as she passed away on Oct. 6th, [redacted]. Despite informing the store staff, I have not received a response from Virgin Customer Service yet. The person I spoke with, Ash at [redacted], is currently unavailable. The provided email suggested visiting the website, but it requires payment to respond. I am trying to assist in resolving this issue and would appreciate your prompt attention to the matter.

I sent my Virgin Mobile phone, a Violet Samsung Galaxy A22 5G, for repair through Virgin (Ref: [redacted]) on October 28, [redacted]. I used the provided envelope and posted it in a supermarket post box in Hull, with a repair label to a Leicester address. The phone is only 4 months old and I'm still making payments on it. After emailing Virgin Repairs, I discovered they haven't received it and it might be lost in the mail. I have insurance on the phone and I'd like to file a claim for a replacement. Please send me an insurance claim form, and I'll provide my address when I hear back. Thank you.

I need assistance with reinstating my phone number [redacted] as it has been canceled. My name is Nevis Klaudt, and my account number is [redacted]. Today, I am moving to New Zealand and would like to keep my Canadian phone number active for when I return. I can be reached through my mom's email at [redacted] as I am currently at the airport. My mom, Christianne Klaudt, has a mobile number with Rogers [redacted]. She is looking to switch to Virgin Mobile and is interested in keeping her number while also taking on my canceled number. I would like to transfer my canceled number [redacted] to my mom's account at the same billing address in Bragg Creek, Alberta. Please contact her at [redacted] to facilitate this exchange as she is considering Virgin Mobile services. I am grateful for the service provided by Virgin Mobile and appreciate your assistance. Thank you for your attention to this matter. Sincerely, Nevis Klaudt

I believe my experience with your team regarding a sim card purchase for my father was incredibly misleading. While purchasing the card from Vinod at Wireless Wave in Fairview Mall, he assured us we could suspend the number for a small fee of $2 per month, a promise that turned out to be false. When we tried to suspend the number after 20 days, customer service informed us that the plan did not exist and we would need to pay $55 monthly to do so. When my father and I visited the shop and spoke to Vinod and Rishi, their unprofessional behavior was evident as they chuckled during our conversation and later confirmed that the plan was no longer valid. Each time I contacted customer service, I was given conflicting information on the suspension fees, making it clear that there is inconsistency within your company. I have since cancelled the number after weeks of dispute and will ensure that this issue is addressed properly.

I purchased a sim card from salesman Vinod at Wireless Wave in Fairview Mall for my father to use for twenty days. Vinod informed us that we could suspend the number for a $2 charge per month, which turned out to be false information just to make the sale. Upon trying to suspend the number after twenty days, customer service said there was no such plan and we had to either dispute or pay $55 monthly for suspension without using the sim. When I visited the store, Vinod and Rishi were unprofessional, laughing during our conversation, and claiming the plan didn't exist anymore. Customer service representatives gave different suspension prices, with one offering $15 after others quoted higher amounts. The inconsistency and misinformation from the company are concerning. I have canceled the number after a two-week dispute and will ensure accountability for this behavior towards customers.

Subject: Urgent Complaint Regarding Unauthorized Mobile Contract Dear Virgin Media, I am writing to file a formal complaint on behalf of my wife Ms. Zainab Almulla regarding the unauthorized mobile contract that has been falsely taken out under her name with Virgin Media. Despite multiple reports of this clear case of fraud, the issue has not been adequately addressed by your team. Upon investigation, it was revealed that a mobile contract was activated under Ms. Almulla's name without her consent, despite her only having a pay-as-you-go account with Virgin Media. Payments were deducted from her bank account, and contracts were established without her knowledge. Shockingly, the email address associated with the account was confirmed to be incorrect and does not belong to her. We demand immediate correction of this fraudulent activity and urge Virgin Media to rectify the situation promptly. We are prepared to escalate this matter to the communications ombudsman and other relevant authorities if necessary. The distress caused by this situation, including receiving a debt collection letter for a contract that does not exist, is unacceptable. Please see the attached evidence for your reference. Sincerely, Ali Hassan

Subject: Urgent Account Follow-up Hello, I wanted to clarify the account number: [redacted]64 (one number unclear due to phone quality). Your prompt confirmation would be highly appreciated. Regarding the matter linked to the phone number: [redacted] Customer: Betty V. Address: [redacted] Toulin Crescent, Lon ON NV5 IJ4 Thank you for your recent communication. We are disputing charges associated with the mentioned cellular number. Stuart V. will elaborate further, as we had to cut our conversation short to attend evening church services. Due to difficulties discussing personal health issues, I kindly request that all future correspondence be directed to my brother, Stuart, at [redacted] or [redacted] I trust him entirely to handle all matters. Thank you for your patience and cooperation. Best regards, Stuart & Betty V. P.S. Please note the additional contact number for further communications: [redacted]