I have spent the last 11 month trying to find out why Virgin think they have the right to remove the funds from my PAYG phone without telling me or at all. This is theft. Have even written to named person at the registered Office but did not even get an acknowledgement. The amount of money was small but the principle and the inconvenience were not. Most of the letters I got were undated and said the problem had been solved by them apologising. Needless to say, I am not a virgin customer anymore for anything. It is a shame that they obviously have enough customers not to care how they are treated.