Virgin Mobile South Africa
Airtime Incorrectly consumed. No assistance

On 9 May i tried to make a call and I got the message that i didn't have enough airtime to make the call. I knew that I haven't made many calls for the month yet and I should still have had a considerate amount of airtime left. I called the Call Center who informed me that Virgin Mobile experienced some difficulty with switching over to a new system and it will be sorted within 24 hours. After 48 hours it was not fixed. I called in again and I was told that it will be fixed within 2 hours. 48 hours later it was not fixed yet. I called back and insisted to speak to a supervisor. A gentleman called Kenneth took my call and informed me that my service was not affected by the switch-over and that my airtime has in fact been consumed. I knew it could not be possible and asked for a detailed billing. He promised to investigate and get back to me before the end of the day. Days later, i still haven't had a response from him and i called in again. The girl promised to send him an email, reminding him to get back to me. 48 hours later, still no response. I called in again. the girl I spoke to transferred me to a ringing phone and I held on for approximately 30 minutes, then i was cut off.

Company: Virgin Mobile South Africa
Country: South Africa
City: Customer services

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