I have insurance so why did I have to pay £170 to fix my shattered Virgin mobile?
J.C. writes: My Virgin Mobile phone screen shattered and I needed it replaced through my insurance. Virgin Mobile insisted I had insurance, but Virgin Insurance insisted I had none. I have been to and fro between them half a dozen times, but now I have had to have my phone repaired privately for £170. THIS was a case of Virgin’s left hand not knowing what the right hand was doing.
At the heart of the problem is that you did have Virgin cover – but for a different phone.
Virgin told me: ‘We are sorry for the confusion Mr C experienced when trying to find out if his mobile phone was insured.
‘Unfortunately, his handset is not covered by an existing insurance policy he had purchased for another phone.
‘We have apologised for the inconsistent information he received and have offered him a £50 gesture of goodwill which he has accepted.’
A good common sense outcome.