Virgin Mobile Australia - Warning to all Customers! No Protection From Stalkers or Harrassment.

Lfantafox on 30/04/2016 - 09:33
Last edited 30/04/2016 - 10:04 by 1 other user

My partner has been with Virgin Mobile on a prepaid plan for over 10 years. Last week an unknown person started calling and leaving offensive voice and text messages. The matter escalated quite severely over the next 24 hours and as a result we contacted police who advised us to send a SMS reply of 'do not contact me again', and get out telco to block the number. We sent the message to the unknown person and the matter escalated even further - continuous voicemails of really stick stuff - not going into detail but it was very disgusting. Police advised us to reply with 'stop contacting me or I will contact the police' - after a 2nd request to stop it becomes a stalking issue. Again we did it and it got worse. Police urged us to block the number at the telco end as it stops a good percentage of harassment cases.

We contacted Virgin Australia to get the number blocked at the telco end (a simple process I thought) but was advised by Virgin Mobile Australia that this was a function that VMA didn't offer their customers. I referred to their website and found some info on what is required to get a call blocked through VMA - Evidence must be supplied to VMA and they will issue a letter to the offender requesting that the harassment stops. If it persists, more evidence must be provided to VMA and a second letter will be sent to the offender asking then to stop. If the matter still persists, more evidence must be provided to VMA and a third letter will be sent to the offender. If the matter still persists the number will be blocked by Virgin Mobile Australia. All in all probably 5 months, I'm guessing. This process is ridiculous!

I decided to lodge a complaint both online and in person regarding this procedure that I believe fails to extend sufficient levels of security and protection to their customers - especially having been given a directive by police to do so. As expected, no support or response has been received from my online enquiry. From speaking in store with VMA staff, it was clear that they had very little or no knowledge of their companies product. I asked if the my partner could receive a new number considering the circumstances and they responded that it would cost either $25 for a new Virgin number or I could go to Coles and buy a Vodafone SIM for $2 and bring it back for a number change. Zero understanding or compassion. After 10+ years continuous loyalty to a Virgin Mobile Australia, this is what they offer customers in a time of need.

We went straight to the Optus store, discussed call blocking and customer security and protection features at the telco end and was impressed with their knowledge and also the protection 'Yes we offer call blocking if you receive harassing calls'. So we purchased an Optus SIM.

Yesterday we moved forward with police action against this sick and deranged person. Police were gob smacked that a telco had failed to offer a customer any level of protection and have urged me to refer the matter to TIO, as a lack of duty of protection to the customer. I will be referring the matter to them. We were advised that due to the extreme nature of the content of the communications the matter will be escalated the detective level immediately and with the pursuit of stalking and intent to harm charges to be applied. Police have been great to us over the last week.

For any customer who are with Virgin Mobile Australia and are considering joining them, I would strongly advise that you think twice. They have left us totally unsupported in a real time of need. The product they offer is seriously lacking with regard to customer service, security measures and most of all human compassion. From what I can gather, every other telco offer call blocking. Virgin Australia choose not to.

It's easier to get someone charged with a criminal offence than it is to get a call blocked with Virgin Mobile Australia.

Will post updates on the matter being referred to TIO

Thanks guys

Mobile

Related Stores

Virgin Mobile
Virgin Mobile

Comments

  • ExpressCoffee on 01/05/2016 - 23:12
    +1

    Why didn't you just buy a $2 sim to change your number instead of requesting them to change it out of curiosity? Putting aside trying to geth them to block it on a network level, wouldn't that have saved a lot of time?

    • fantafox on 02/05/2016 - 02:44

      After being a longterm customer (10+ years) we made the incorrect assumption that they would just do that for us, but unfortunately the sales team dont have that authority in the shop and the customer serv dept juat didnt want to. New numbrer request was requested after it appeared call blocking request was futile. I know its onky $2 but it speaks millions.

    • fantafox on 02/05/2016 - 03:03

      https://community.virginmobile.com.au/t5/General-knowledge-b…

      It says no fee is charged for number change but this wasn't extended to us. Why? I have no idea… Im asking Virgin to answer that one.

      • ExpressCoffee on 02/05/2016 - 11:35
        +1

        Hope you get a proper response mate!

  • nautic on 02/05/2016 - 01:09

    Aren't Virgin Mobile and Optus run by the same company?

    • fantafox on 02/05/2016 - 02:30

      Yes they are. Only just found out by info supplied by ozbargain member.

    • fantafox on 02/05/2016 - 02:32

      source

      • Baysew on 02/05/2016 - 09:25

        Virgin Mobile Australia

        Virgin Mobile was founded in October 2000 as a 50/50 business partnership between Virgin Mobile UK and Optus, using the Optus network infrastructure but with Virgin management of all aspects of the customer experience including branding of products, customer service and billing. Virgin Mobile was Australia's first Mobile Virtual Network Operator.

        In January 2006, Optus bought all other shares in the business, and Virgin Mobile became a wholly owned subsidiary of Optus. A long-term licensing agreement was established for the business to continue trading under the Virgin brand. Optus merged Virgin Mobile with its subsidiaries SIMPlus and M8 in April 2006.

  • 42 on 02/05/2016 - 07:13
    +2

    Port the number to another telco then get them to block it.

  • plowry1977 on 02/05/2016 - 08:06
    +1

    I use TrueCaller app in android, allows me to block numbers, still comes up in logs etc but least gets cut off from ringing.
    If unknown number calls you, it looks up a directory and identifies number if available. Handy for work calls etc.
    Expect your caller is withholding number which im unsure what Truecaller will do.
    Assume as part of signup they downloaded all my Phone contacts, which will be interesting as will be full of nicknames

    • fantafox on 02/05/2016 - 08:36

      Thanks - moving foward we are going intall something like this on our phones / number. I Did look at truecaller and it seemed good. Weird - the guy called from known number 90% of time. It started from an unknown number (but voice and person the same in voicemails) then moved to known number. Weird… but then again - this guy is just a sh%#bag.

      • [Deactivated] on 04/05/2016 - 06:20

        Compile the Voicemails into a one big audio file and post it on YouTube. You might as well make some money out of the whole saga.

        • fantafox on 04/05/2016 - 15:13

          Placebo made a song with the voicemail of a stalker incuded in the background. Maybe I could release some tunes!

  • WaterMark on 02/05/2016 - 09:30
    +1

    Not sure what device you using but you can block calls, voicemails and messages on the iPhone devices. Settings -> phone -> blocked -> add new. Hope it helps

  • peterpeterpumpkin on 02/05/2016 - 10:20

    Excuse my ignorance but what's up with the initial pussyfooting? I've seen police turn up at doors for less persistent activity than this. Did the police advise to approach delicately? If the stalker's SIM card was legally registered can't they be traced and dealt with? If someone that sick was stalking me I don't know if silence yet perpetual ignorance of the stalker's identity would assuage me.

    • fantafox on 02/05/2016 - 10:30

      You would think that the process would be more streamlined but but is what it is. I police have assured my that they have a process to follow and because it involve a telco and other variables, its not always the fastest process. But im hearing you mate. I asked police to but a blowtorch on this guys belly and get it done fast but I guess they have to cover their own ass too.

      • peterpeterpumpkin on 02/05/2016 - 16:08
        +2

        I would have gone for a placement of illicit narcotics at the stalker's residence but yeah, the system blows. He could be a 20 times convicted rapist who was released for good behaviour in prison ("well…we have female guards he didn't rape…") but pinky swore he wouldn't do it again.

        • fantafox on 02/05/2016 - 16:10

          I was just saying to a friend that I bet the freak is already know to police. You dont just wakeup one day and start doing this crap. I must say I like your line of thinking though.

  • Lockieasy on 02/05/2016 - 15:04
    +1

    If you want to know who it is, try putting their phone number into Facebook's search box and see if anything comes up.

    Most people have their phone number connected to their FB accounts and don't hide it from search as it requires manually changing privacy settings.

    • fantafox on 02/05/2016 - 15:08

      Not a bad idea! Thanks mate

  • Hirolol on 02/05/2016 - 15:38
    +1

    Yeah telcos dont really look after loyal customers no matter which one.
    But you would expect vodafail to try their best to keep their customers with such a bad reputation they had with the reception issues.

    Anyway look forward to hearing the outcome with TIO.
    Sue them for emotional distress.

    • fantafox on 02/05/2016 - 16:14
      +1

      Loyalty = complacency in their minds I think. The longer serving a customer is then the less that should be done for them. All benifits are to reward new customers, not retain existing.

    • fantafox on 02/05/2016 - 16:24
      +1

      I chatted with vma today on an online chat. Alot of pople on here urged to to chat online as it was more useful then their callcenfre. The customer service guy had no idea about their 3 letter policy they use before they block a call. Even challanged me to produce evidence of it. I did. I sent him a link from their own website. He had no real come back except to say he couldnt comment any further because of legal breaches and has refered it the the vma 'customer relations' team. Looking forward to seeing what spin they put on it. I screen shotted the whole conversation and will post it after I remove my personal details from the thread, VMA - the gift that keeps on giving!

  • [Deactivated] on 02/05/2016 - 21:01
    +1

    I couldn't be bothered reading your story, sorry.
    I have had 2 serious stalkers.
    - Optus - AMAZING with stalkers. Sent them a threatening letter.
    - Vodafone - you need 12 CALLS within 24 hours or get over it. I had to pay to change numbers because they wouldn't accept 10 texts and 12 calls in 25 hours.

  • G K on 02/05/2016 - 22:42
    +2

    Try writing to the CEO of virgin mobile through LinkedIn message.

    Escalating to the top always worked for me.

  • [Deactivated] on 03/05/2016 - 10:40

    You are expecting full service from a reseller of optus, good luck

    • fantafox on 03/05/2016 - 15:53
      +1

      If full service means cooperating with a police enquiry when a CRN is provided then yes I expect that. I understand that you get whay you pay for in many respects, but not at the expense of customer protection.

  • coolbzk on 03/05/2016 - 11:53
    +1

    what is the number of this caller ? let us show them how worse it will be if they mess up with OZBARGAINER:)
    )

    • fantafox on 03/05/2016 - 15:54

      I like it!

  • [Deactivated] on 03/05/2016 - 11:57

    Getting a request from law enforcement is very different to getting a request from a normal person.

    Most carriers have an unwelcome calls department which require multiple calls over a specific period, and all this does is have something sent to their current provider asking them to stop, if they keep going, they can request their current provider terminates their service.

    I've worked through this process before whilst working at different telcos, both raising the issue with other providers, and receiving complaints about my customers.

    • fantafox on 03/05/2016 - 15:47

      What should the procedure be if the customer has a CRN to quote?

      • [Deactivated] on 04/05/2016 - 08:19

        A police reference? There isn't one. Telcos can't tell what that refers to. Law enforcement have channels to request stuff themselves.

  • RHCP on 03/05/2016 - 20:44

    Out of curiosity, what do you expect the outcome of the TIO complaint to be?

    • fantafox on 03/05/2016 - 21:36
      +1

      The condemnation of the current poilicy and ideally a process change at VMA to better protect customers. I kmow its unlikely though. already moved telco so there is nothing in it for me now. I would ideally like the next customer that faced a situation like mine to be offered better protection. Anything that contributes to that would be a win.

      • RHCP on 03/05/2016 - 22:10

        Yeah, that won't happen.

        TIO helps with individuals cases. They can't force a company to change anything.

  • smartazz104 on 03/05/2016 - 21:26

    Does the number show up on http://www.reverseaustralia.com by any chance?

  • [Deactivated] on 04/05/2016 - 06:24
    -1

    Op - why are you scared to put up the number of the offender? Let the community have a bit of fun too.

Login or Join to leave a comment
Login Join