Home > Stuff > The Virgin Mobile Blog > 2012-02-20
Posted by fowlesp on February 20, 2012

Day Thirty-Two: The Email

Received an email following on from yesterdays conversation...

here it is

Hello Peter

Thanks for your email. Please accept my apologies for any delay in the reply. I?m writing in regards to the complaint you raised about your billing issues.

I'm sorry you've had to raise this issue with us. I've had a look at your account and can see that another of our agents has given you a month's free service and 150 goodwill minutes on your children's phones.

I'm pleased to see this and hopefully this resolves the issue

I hope I've cleared this up for you, though if you do have any further queries or any other issues which need attention, please feel free to call me on 0000 0000 000 extension number 000 quoting the reference number provided. I?m available on varying shifts between 8am and 8pm Monday ? Friday. If I'm not available when you call, a message will be taken in my absence and a callback will be arranged at a time that is convenient for you.

Kind Regards
Virgin Mobile
Customer Complaints

So it looks like I've accepted this....NO!

  • 30-days
  • Countless waiting for a response
  • Mis-direction and faux-apologies..

All this for £8.50 and a few texts?

...is that all my time is worth?

...is that the value of me as a customer and individual?

is that MY value?


Day Thirty-Three: Escalation!

The arbitration service for Virgin Mobile is the Communications and Internet Services Adjudication Scheme (CISAS). Here's what their website says

Last updated 2nd February 2012

CISAS is a free and independent ADR service approved by the UK communications regulator, Ofcom.

Individuals and small businesses with 10 or fewer employees can use CISAS to settle disputes with communications providers (CPs) registered with CISAS.  The only costs you might have to pay are for the phone calls you make to us (at standard rates), photocopying, or postage costs associated with filling in the forms and providing documents. You are not responsible for any of the CPs costs.

To use CISAS you need to complete the application form and send it to us, with your supporting documents.  You can apply online or download the form from here.

Once we receive your application, and check that it is valid, we send it to the CP and give them 14 days to respond.  We send a copy of their response to you and give you seven days to make any comments.

Within three weeks of receiving your comments, the adjudicator will make a decision and we will send it to you and the CP. You must tell us within six weeks whether you want to accept or reject the decision.  If you accept the decision, the CP must keep to it within four weeks, but if you reject the decision, the CP does not need to keep to it and you will still be able to take your complaint to court.

If you tell us that the CP has not kept to the decision, we will remind them and may take action against them. If you do not tell us what you want to do about the decision within six weeks, the CP does not need to keep to it and we will close the case.

It is important that you fill in the application form as carefully as possible and provide any documents that you think will support your case.  The adjudicator’s decision will be based on the information that you and the CP provide.  If you need help completing the form then please call us on 020 7520 3814 and we will help.

Let's put them to the test, and see what they make of all this...


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