In May this year I called into the Virgin Mobile call centre and reqeusted my contract be cancelled. The consultant I spoke to was very friendly, and confirmed my last payment would go off in June.
On the 25th July, another payment was deducted from my account, and I then called the call centre today for a refund.
The consultant whom I spoke to (Cancellation dept) advised me that there is no record on my account of a cancellation, thus I am liable for the payment, and even though she would cancel it right now, I am still liable for August's payment too??
I then asked if the call could be retrieved as all their calls are recorded, and she advised that this was possible, but it needs to be logged and someone will call me back. Fine. I then asked by when I should receive feedback, and the response was "I do not know what their turnaround time is."
As a call centre manager, I KNOW that you cannot NOT have an estimated turnaround time for a complaint, especially of this nature, where money has been taken off my account in error!
VM this does not at all speak to your customer centricity! As this was a fault from your side I would expect immediate follow up please!
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