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
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?