Table of Contents
Introduction
Customers contact Member Care when a recharge or payment fails, the amount is deducted but the balance or plan is not added, they are charged twice, a recharge voucher does not work, or they recharged the wrong number. This process explains how to verify the customer, find the transaction in ESKA CRM and Support Tool, decide whether the case can be solved during the call, and when to raise a ticket. Agents must never ask for a full card number, CVV, OTP or bank password.
Payment Channels
- Virgin Mobile App and Website: Payment by mada, Visa, Mastercard, Apple Pay or STC Pay for recharges, plans and boosters.
- Recharge Vouchers: Redeemed in the Virgin Mobile app or by dialing *101*voucher number#.
- Bank Apps and Retail Partners: Recharge by entering the Virgin Mobile number in the bank app or at an authorized point of sale.
- Saved Card: Used for auto-renewal of plans when the customer has enabled it in the app.
Customer Verification
- Confirm Customer Information: Verify the customer’s mobile number and the ID number registered under the number.
- Additional Verification: If the customer does not know their ID number, ask two flexible verification questions, Such as: Date of birth , Wallet balance , Last recharge date , Currently activated plan
Check the Transaction
- Ask for the date and time, the amount, the payment channel, and the last 4 digits of the card or the transaction reference shown in the bank SMS or app receipt.
- In ESKA CRM, open Billing > Payment History and look for the transaction.
- If it does not appear in ESKA CRM, search Support Tool > Payment Transactions by mobile number, amount and date to see the payment gateway status.
- Check the wallet ledger in Nobil to confirm whether the amount was credited to the wallet or used for a plan, booster or auto-renewal.
Transaction Status and Action
| Status | Meaning | Action |
|---|---|---|
| Success – Credited | Payment completed and the balance or plan was added | Show the customer where the credit appears and check whether it was used by auto-renewal or a booster |
| Success – Not Credited | Payment collected but the balance or plan was not added | Raise a Complaint TKT for manual crediting |
| Failed | Payment not completed and any hold on the card is released by the bank | Explain that the bank reverses the amount within 7 to 14 working days |
| Pending | The gateway has not yet confirmed the result | Ask the customer to wait 2 hours before paying again, then check the status again |
| Reversed | The amount was refunded to the card | Give the reversal date and advise the customer to follow up with the bank |
Common Cases
Card Declined
- Ask the customer to make sure the card is enabled for online payments, has enough balance and has not reached its daily limit.
- Confirm that the 3D Secure OTP from the bank was entered correctly and within the time limit.
- Suggest another card, Apple Pay or STC Pay. Virgin Mobile cannot override a decline made by the bank.
Amount Deducted but Not Credited
- If the status is Failed, the bank reverses the amount automatically. Raise a ticket only if the amount is not returned after 14 working days, and attach the bank statement.
- If the status is Success – Not Credited, raise a ticket immediately so that Billing can add the balance or plan manually.
Double Charge
- Confirm that two successful transactions exist for the same amount and time. If both amounts were credited to the wallet, offer to keep the balance for future use.
- If the customer wants the second amount back, raise a refund ticket. The refund is processed within 5 working days and appears on the card within 7 to 14 working days.
Voucher Issues
- Check the voucher serial number in Support Tool > Voucher Inquiry. The result can be Active, Used, Expired or Invalid.
- Never share the number that used a voucher. If the customer says the voucher was already used but they did not use it, raise a ticket with a photo of the voucher and the purchase receipt.
Wrong Number Recharged
- Recharges are final. A reversal is possible only if the wrong number is a Virgin Mobile number, the request is made within 24 hours and the recipient has not used the balance.
- Recharges made to a number on another operator cannot be reversed by Virgin Mobile.
What to Tell the Customer
- Security Reminder: Virgin Mobile will never ask for your full card number, CVV or OTP by phone, SMS or email.
- Timelines: Give clear timelines for the specific case, for example 48 hours for manual crediting and 7 to 14 working days for bank reversals.
- Ticket Number: Share the ticket number and explain that an SMS will be sent once the case is resolved.
Complaint TKT
Raise a ticket for payments collected but not credited, failed payments not reversed after 14 working days, double charges, voucher problems and eligible wrong number recharges.
| Group | Billing Back Office |
| Category | Payment |
| Sub-Category | Deducted Not Credited / Double Charge / Voucher Issue / Wrong Number Recharge |
| Required Information | Mobile number, date and time, amount, payment channel, transaction reference, last 4 digits of the card, bank statement or receipt screenshot |
| SLA | 48 hours |
Call Reason
| Call Reason 1 | Call Reason 2 | Call Reason 3 |
|---|---|---|
| Inquiry | Billing | Payment Status |
| Complaint | Billing | Payment Deducted Not Credited |
| Complaint | Billing | Payment Double Charge |
| Complaint | Billing | Voucher Not Working |