Anand M
02-03-2009, 15:27
I'm often overseas, and avoid using my UK Virgin mobile to make calls/texts because of the high charges. I keep my UK phone locked, buy local network cards, and only check my UK voicemail in emergencies.
I was therefore alarmed to get a message this January while in Kenya, telling me I'd exceeded my credit limit. I'd not been using my phone, and initially suspected fraudulent activity. There were several calls recorded on the website was preceded by an odd incoming call, and the number dialled out looked odd - including various country codes and the phone's own number. Most were in a period of a few days, and lasted minutes, but one was over 3 hours in length and billed to me at over £270.
It took several international calls, e-mails, a letter and nearly a month before I finally found a helpful member of 'The Team' (thanks Daniel – ext. 7651) who realised this was a voicemail error. As described here (http://www.cableforum.co.uk/board/93/33635892-using-my-virgin-mobile-overseas.html) Virgin may charge for incoming messages at international rates - even if you don't pick up the phone.
However that recording system seems to have messed up on this occassion, and not timed-out. The voicemail kept recording for over 3 hours.
Virgin's helpful response - ignored all my attempts to clarify (which was scary when I thought it was something fraudulent), and have not responded to messages - by telephone, e-mail or letter. There seems little way to escalate this within their systems, or talk with a manager.
The collections department simply keep insisting that I made the call, and keep chasing me for payment. They are now threatening to send around baliffs because I refuse to pay for an error on their systems.
I'm really concerned how Virgin are handling this, and that other people might be affected.
If you're overseas, using any form of voicemail leaves you completely open to ridiculous charges, unless there is some kind of timeout on voicemail recordings.
I was therefore alarmed to get a message this January while in Kenya, telling me I'd exceeded my credit limit. I'd not been using my phone, and initially suspected fraudulent activity. There were several calls recorded on the website was preceded by an odd incoming call, and the number dialled out looked odd - including various country codes and the phone's own number. Most were in a period of a few days, and lasted minutes, but one was over 3 hours in length and billed to me at over £270.
It took several international calls, e-mails, a letter and nearly a month before I finally found a helpful member of 'The Team' (thanks Daniel – ext. 7651) who realised this was a voicemail error. As described here (http://www.cableforum.co.uk/board/93/33635892-using-my-virgin-mobile-overseas.html) Virgin may charge for incoming messages at international rates - even if you don't pick up the phone.
However that recording system seems to have messed up on this occassion, and not timed-out. The voicemail kept recording for over 3 hours.
Virgin's helpful response - ignored all my attempts to clarify (which was scary when I thought it was something fraudulent), and have not responded to messages - by telephone, e-mail or letter. There seems little way to escalate this within their systems, or talk with a manager.
The collections department simply keep insisting that I made the call, and keep chasing me for payment. They are now threatening to send around baliffs because I refuse to pay for an error on their systems.
I'm really concerned how Virgin are handling this, and that other people might be affected.
If you're overseas, using any form of voicemail leaves you completely open to ridiculous charges, unless there is some kind of timeout on voicemail recordings.