I have a prepaid debit order facility. I receive an invoice which reflects the amount to be debited on the 25th of each month.
On the 24th August 2013 may account was debited as per the invoice sent. Two days later my account was debited for a further R223.55. I queried the matter with customer care. Erica Arosi advised they had not billed me for airtime used. When I asked how could my account be debited when no invoice had been provided, she referred the matter to her superior Kolly Ngxola and then advised I would need to follow up in 48 hours.
I arranged for my bank to return the debit order and e-mailed VM customer care expressing my disappointment.
I received an e-mail from Skhumbuzo Hadebe apologising for the inconvenience, that my bill had been understated and would be rectified on the next invoice. However I subsequently discovered that my ability to make calls had been stopped.
I then e-mailed Skhumbuzo that the inconvenience had now been extended, all as a consequence of their billing mistake and posing the question: Is it an ethic of Virgin Mobile that the customer pays for Virgin Mobile's mistakes?
I am still awaiting a response and my service restored.
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