Mondayne

Hello

I moved to New York back in May of this year, and tried to cancel my phone contract right before I'd left (18 months into it) but was told that wouldn't be possible. I was told that I needed to continue paying for the phone and plan until it expired (after 24 months). They told me that they'd made a note on the system to have it automatically cancel on October 12, 2011.

I just got my latest bill and it seems to run through to November. Can you please confirm that it did indeed end on the 12th of October, and/or adjust the bill to reflect these costs?

If however it didn't automatically shut off, can you please do that and confirm that this action has been taken? I will be a little annoyed at the person who I'd spoken to previously (but of course I can't remember their name). But that's a minor point, what I'm really concerned with is not being forced to pay for something I did not agree to, and don't even use.

I need this to be taken care of before the next bill comes through, which of course I would 100% refuse to pay.

Thank you
Elliott Scott

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Hi Elliott,

Thanks for getting in touch with us.

Let me apologise for any confusion and inconvenience this matter may have caused you. However, please be advised that we do not accept advanced requests for a cancellation of the a service. Even if your commitment ends, without a request to cancel the service, your plan will still continue.

No worries. I can definitely help you cancel your service with us as you have already moved overseas. As you no longer are under a commitment, you just need to settle the latest pro-rated charges that shall yet to be generated. Once cancelled, your bill will be generated as usual on your next billing cycle date: 3rd of the next month

By the way, please be advised that you still have an $85 overdue amount from your bill number 81643130123 which was due on 20/10/2011. Because of this, a $10 Late Payment Fee has already been charged in your account earlier today (10/11/2011).

Aside from this, you have an outstanding balance of $55.75 for your latest bill (81662689744) which is due on 20/11/2011. Kindly settle this as well in order to avoid another late fee.

Thank you for your time. Kindly contact us back if you wish to proceed with this.

Enjoy the rest of the day.
Cheers,
Joseph
Virgin Mobile Customer Service Team

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Hi Joseph

Thanks for getting back to me. I would like to COMPLETELY cancel the account. As I said I am overseas, and have not been using the number for months. I won't be returning to Australia, so there is no need for a prepaid number. And look to be honest, even if I was still in Australia I would cancel my account. I am not a satisfied Virgin customer in the slightest. Aside from you, customer service has been absolutely horrible, every time I call I get a different answer. Additionally there were always "error" charges on my bills, which makes me entirely suspicious, does Virgin just tack on random fees hoping to dupe people out of their money.

So back to the late fees, I don't want to pay them. It's bad enough paying for a service I don't want. Of course I don't mean to be entirely unreasonable, I am obligated to pay for the full 24-month contract, whether I use it or not. You provide the service, it's up to me to use it. That's fair. BUT as I said, last time I spoke I was told that there was "a note on the system" to cancel my account once the 24-months had ended. You're telling me that this isn't, and never was the case. So from my point of view I was either lied to, or had to deal with an undertrained and misinformed employee.

You're also telling me that I actually DO have to pay for the time that I didn't want, any time after my 24-month ends. And that I'll be forced to pay for an additional 48 hours worth of service too, after this email request is processed. That is not fair in the slightest. But Virgin seems to make the rules, and we are at their mercy.

In my opinion the fair thing would be to either wave any costs after the 24-month period ends, OR wave the late fees instead.

One more thing about these late fees, before my rant ends... Before I left I paid $600 credit, CREDIT mind you, and it took a while for that credit to run out. I got my bill and a few weeks later I paid it. Then the next day I got another bill for $140. And I don't understand why. I assumed that the first payment didn't go through in time, and it was added onto the next bill. But that wasn't a month ago, so why the late fee?

Now I'm in an interesting position. Because I am an American citizen, I can live in America for as long as I want. And aside from the morality, and the legality, I don't REALLY have to give Virgin Mobile any money. The USA would never extradite one of it's citizens because of an outstanding debt. So really, what are you going to do if I don't pay? Send a debt collector? To do what exactly? If I have no intention to return to Australia, then there's no way to make me pay.

Which means, Virgin Mobile is in the position to make things fair for a former customer, or get no money at all. To me, fair is paying the remainder of the 24-month contract, and the late fee of $35 only. NOT today's late fee of $10, and CERTAINLY NOT the time that I did not sign up for. I signed a 24-month contract, which means I am obligated to pay for 24 months only.

I'm sorry to be so rude about this, but Virgin's lack of genuine customer service, sneaky attempt at trying to get extra money out of me, and just plain underhanded tactics has made me extremely bitter towards the company.

Please let me know what Virgin Mobile's plans are. Hopefully they will indeed waive the fee's after the 24-month contract ended, as well as any additional fees from today, and onwards.

/Elliott

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Hi Elliott,

Thanks for getting back to us.

Let me apologise for any inconvenience from the bad experience you have received from Virgin Mobile.

I have now forwarded your cancellation request for your XXXX Post-Paid service. Kindly allow us a turnaround time of approximately 24-48 business hours for the process to be completed. Once the cancellation has already completed, you may still view your online account by logging in at www.virginmobile.com.au with your account number (XXXX) and your 6 digit PIN.

Upon the completion of this cancellation, all outstanding amounts will be charged on your next bill. This last bill will contain pro-rata charges if cancellation occurs outside of your billing cycle. This means that you will only be paying for the pro-rated amount of your Post-Paid plan for the certain number of days you had the service. Together with this, your inclusive talk & text value would also be pro-rated as well. For more information regarding the pro-rata charges, kindly visit the link below.

Answer Title: Pro Rata Amounts
Answer Link: http://virginmobile.custhelp.com/app/answers/detail/a_id/260

You will lose all rights to the mobile number and any credit remaining on service. Aside from this, you won't be able to port your number to another carrier.

By the way, our email service is not an instant service and there can be a delay up to 24 to 48 business hours to receive a response from us. During this time you are liable for all charges until the service is ultimately cancelled. If your request for cancellation is urgent, please call our Customer Service Team on our international contact number: +61 2 8860 9848. (Standard international charges apply.) They are available from 7am to 11pm, 7 days a week (AEST).

I have spoken with my manager and was approved to waive the $10 Late Payment Fee that I have mentioned before. Aside from this, we will be waiving the next month's bill charges for you as your commitment ended basically from your bill number XXXX. kindly contact us back once your last bill has been generated so we can apply the promised credit. The credit adjustments shall be reflected on the next bill.

Because of this, you only need to settle $140.75 in order to zero out your account. You may check on the following link for your other payment options: http://virginmobile.custhelp.com/app/answers/detail/a_id/169 (Bpayments may take approximately 3 business days to be reflected in the system and there is a 1% Payment Processing Fee for credit card payments.)

Thank you for your time and understanding. If you have any further questions, please feel free to contact us again.

Cheers,
Joseph

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Good work Joseph.
/E

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Hi Elliott,

Thanks for getting back to us.

We have not received the payment yet. Based on the attachment, it appears that have paid via BPAY. It may take up to 3 working days for BPAY payments to reflect on your Virgin Mobile account. Currently, your account balance is $140.75.

On the other hand, your service was completely cancelled on 13/11/2011. This means that a final pro-rated bill will be generated on your next bill cycle date (03/12/2011). As goodwill, we can waive the final amount once your next bill has been generated. Simply let us know.

Thank you for your patience.
If you have any further questions, just let us know - we’re here to help.

Cheers,
Cheryl
Virgin Mobile Customer Service Team

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Hi Cheryl,

Please waive my bill due 20/12/12 ($18.67).

After rereading your email, I see that this latest fee is the pro-rated
bill you had mentioned. I had assumed, perhaps foolishly, this was to be
taken care of on your end. I was under the impression that when something is
completely cancelled that meant it was actually completely cancelled. To me
"complete" means it's finished and no additional action would be required.
Obviously you're not an idiot and know this, but it seems that the billing
department does not.

Please do not bill me further.

Additionally I request you to remove ALL information relating to me. I want
you to remove my name, contact information, credit card numbers, BPAY
details, call history, everything. I do not want to hear from Virgin Mobile
again once I get a confirmation email from you telling me you have done
this.

Thanks for your help,
Elliott

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Hi Elliott,

Thanks for your email.

I do apologise for the inconvenience this has caused you.

I've applied $18.67 credit on your account to waive your final pro-rated bill as once-off goodwill. Please note that you'll still receive another bill but it would just show the credit adjustment made and a zero balance.

With regard to your details, please be advised that these would be kept in our system for reference. Rest assured that your details will be secured and treated with high confidentiality.

If you have any further questions, just let us know - we’re here to help.

Cheers,
Azucena

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I'm afraid you've entirely missed the point.

I do not want to EVER here from Virgin Mobile again. Ever. That means no emails. No further bills and no sales material. I must insist that I want my information completely expunged from your system. Do not keep my information for reference. You won't need it. I do not want to hear that it's impossible to remove my info. That's bullshit. If it can be entered it can be deleted. It's my information, not yours. If I want it removed it had better be removed. If customer service can't remove it find someone who can. I will not be satisfied until its gone.

I expect 1 more email confirming you're taking the actions I'm demanding. After that no further correspondence is required. You are to delete my emails from your inbox. Your company is bad. They've lied and tried at every opportunity to cheat me out of my money. I do not want them to know my information in case they try further underhanded tactics to swindle me.

Elliott

PS. I've posted the entire correspondence to my blog, Facebook and twitter to warn my friends. Please do not force me to call the ombudsman and consumer watchdogs to have you remove my information. I know your company doesn't care about whether I'm a happy customer or not but at least have the basic courtesy to not further fuck me over.

PPS. I understand why you're using words like "goodwill". But the way I see it you're a pack of cunts. You are cheats and by removing a fee that I should not owe you are not showing goodwill. You are just being less of a cunt.