My mother-in-law has been charged by Virgin Mobile for sim cards she doesn’t possess. It has been going on since September 2016 – a total of £546. Over two weeks ago I raised this with the company and was advised I would be contacted within five working days. Her bank refunded the full amount under the direct debit guarantee. I never received a call back from Virgin’s fraud team yet it has sent three threatening letters.

BS, by email

We get too many letters like this about Virgin Media, suggesting its customer services doesn’t have the capacity to resolve what appear to be relatively simple problems. The company admits the sim cards were sent out in error. It says it has removed all outstanding charges and “apologises for any inconvenience caused”. Maybe someone who works there could contact us via the usual email and help explain what’s going on.

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