To Virgin Mobile UAE Customer Support,
I am writing to formally complain about a serious issue with how my SIM was sold and activated.
On 24 January, I purchased a SIM from your outlet at Sharjah City Centre. I clearly and repeatedly requested a Pay As You Go (prepaid) SIM — I stated this more than five times to the sales representative. Despite this, the representative (Mrs. Aala) activated my number on a monthly auto-renewal contract plan instead of prepaid and charged me AED 40.
This is unacceptable. I did not consent to a postpaid or auto-renewal plan, and I feel misled into a contract I explicitly refused. This has caused me inconvenience, stress, and loss of trust in your service.
I am requesting the following actions immediately:
1. Cancel the monthly auto-renewal plan on my number.
2. Convert my SIM to Pay As You Go (prepaid) with immediate effect.
3. Refund the amount charged to me for the monthly plan, as this was not authorized by me.
4. Confirm in writing that there will be no penalties, fees, or negative consequences on my account or future services.
Please treat this complaint seriously and provide a written resolution within 48 hours. If this matter is not resolved promptly, I will escalate the complaint to higher management and the relevant consumer protection authorities.
I expect a fair and quick resolution.
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