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Stephen of Mobile AL (07/01/08)
Had service over 1 year ago, used my credit card to top up my prepaid phone. Cancelled service 10 months ago. They stopped charging my card. last month they started charging my card again. They charged $21.80 for an account which has been closed for over 10 months.
I have called 5 times, spoke to 5 different people with 5 differnt answers. 3 of the people refused to let me speak with a supervisor. Was told twice that my card had been credited (it has not). 1 said it was my credit card companies fault and the last one said that they can't credit my account because I no longer have servie with them.
Jennifer of Spencerport NY (06/23/08)
I had purchased and activated my virgin mobile plan on the 18th of june. I had avtivated it with a live advsisor. I had pucahsed a monthly plan of $24.99 as well as $10 unlimited texting. On the 22nd of june my phone was no longer recieving or sending text messages. I was told it was because my balace was to low. I have a text mess as well as an account online confirming that i had purchased the unlimited text. I was also charged for services that i did not agree to. I spent hours on the phones with advisers and managers who contradited eachother the whole time
I had paid money for unlimited texting that i have physical evidence of and yet i still was charged for every text sent and recieved. They also used the credit card and charged my of services that i never sighned up for.
Leo of Riva MD (06/22/08)
My phone that is only a few months old won't hold a charge. I contacted virgin. they sent out a new one in 1 day. Great I thought. well the new phone is doing the same thing. 3 phone calls and 5 emails later, I'm still trying to get the 2nd phone replaced. No luck yet. email replies take way too long and are vague, asking me to call their help line which is nearly impossible to get a live advisor on the phone (a real person). it's as if they are acting stupid about it or something. the guy on the phone said he would ship the new phone. so far it's not happened. In fact two persons said they would ship it. meanwhile Im still with a phone that wont charge that I cant use. not good since it's mainly for emergencies if my car breaks down.
Physical damage? Stress, worry due to their incompetence, lying, deception.
Sorry of Riva MD (06/21/08)
My phone that is only a few months old won't hold a charge. I contacted virgin. they sent out a new one in 1 day. Great I thought. well the new phone is doing the same thing. 3 phone calls and 5 emails later, I'm still trying to get the 2nd phone replaced. No luck yet. email replies take way too long and are vague, asking me to call their help line which is nearly impossible to get a live advisor on the phone (a real person).
the guy on the phone said he would ship the new phone. so far it's not happened. In fact two persons said they would ship it. meanwhile Im still with a phone that wont charge that I cant use. not good since it's mainly for emergencies if my car breaks down.
Malcolm of Effort PA (06/08/08)
Tried to buy a phone for my daughter online; their computer program changed the delivery address and Fedex lost the phone. After being told there was NOTHING they could do, we kept complaining until Virgin claimed to send a second phone, requiring a signature for delivery. THAT phone never arrived. Neither phone was EVER activated, but they refused to refund our money. I got the charge removed from my card by complaining to Mastercard. So Virgin, in retribution against me even though they never delivered the phone, suspended a separate, Paypal-funded phone I already had from them. But they did that only AFTER taking another $15.90 for top-up!
They took my $105 for a phone they never delivered. They took another $15.90 and then suspended the unrelated phone. It's been nearly 2 months and it's STILL not resolved. I'm filing a complain with the FCC and BBB, too.
Andy of Downey CA (05/31/08)
Virgin Mobile charged for 3rd party services not requested. When I complained about the charges. They said there was nothing they could do. Then they hung up on me !
$9.99 3rd party services charge.
Samuel of New York, NY (05/28/08)
I was charge with my credit card for services not rendered. Then they deactivated my phone
Resulted with wife unable to use phone while out of town to check on 3 year old son.
Annessia of Lynchburg VA (05/14/08)
On May 15,2008 I contacted virgin mobile and spoke to an live advisor, the advisor instructed me to purchase a $50.00 Top Up card, and she would use the credit card just to verify the account and would use the 50.00 to pay for the plan. I did exactly what I was instructed to do. When I called back to give the Top up pin and the valid credit card the advisor told me that they money needed to come from the card instead of the Top up card.
I was given some misleading information from the reps at Virgin Mobile. Had I known that the $50.00 needed to be Top Up on valid credit card I would have given the payment to the valid credit card holder. This is not fair and its very unethical.If a rep gives information from a company they company should honor that information and retrain their empolyees to give only valid information.
I'm stuck with a $50.00 top up card and a cell phone that I'm completely not satisfied with.
Rodriel of Los Angeles CA (05/12/08)
I had to have a phone replaced. Virgin told me they would send a replacement out and for me to return the defective phone with a VMU number given to me over the phone. When I received the replacement phone, it didnt work either so I called Virgin to inform them of this as well. They told me that since this all happened on Thanksgiving, they would send me a third phone without receiving the first two defective ones. I asked if there was another VMU number I needed to write on the second phone since I coudnt fit two in the same package and the live advisor told me no. So I sent them both.
Later, I was in formed that I had to pay for the cost of the second phone because they coudlnt find it. I reminded them onf all the saved emails and phone conversations and the live advisor who told me I didnt need another VMU number and they said they would investigate it and I would be reimbursed in about three months for the charges. Well, its been 6 months and they are not only insisting that I never sent the phone back, they are saying that they gave me a VMU number to write on it and refusing to reimburse me/
Its resulted in a lot of emotional discomfort and frustration and arguments with Virgin Mobile live advisors...and of course a knot of negativitiy and contempt for Virgin Mobile which cant be healthy for me
Shanti of Holly Hill FL (05/03/08)
I wnt throug 3 phones within a month. I charge the phone for 8 hrs nightly and the phone only lasts 3 hours. They sent all phones free of charge but none of them have worked properly.
Lost minute packages costing me about 30.00 plus 7.50 to use a friend's cell phone to try and fix the problem. Stress on a disabled person.
Bakari of Tallahassee FL (05/01/08)
I have had virgin mobile for about six months now.I have had several problems since I joined in as far as them taking multiple transactions out fo my banking account at one time when they were not supposed to.I eventually got that taking care of they gave me my money back after a long run around.I had to cancel my credit card from being on file so they would stop taking my money out my account.
That not even the best part now they have let somebody change my acount pin and my secret question to my phone. because of that I cant get any of my own account information.I cant put any money towards my monthly account therefore meaning my phone that i have been paying the bill for six months straight is no use to me anymore .I would not reccomend virgin mobile to my worse enemy.
I now have no phone because the phone is no good without my account pin.and i just wasted 75 dollars on a phone card.
L of Morristown NJ (04/30/08)
I received a call from an 'automated' attendant representing Virgin Mobile advising me it was time to 'top off'. When the account was originally set up, I decided to take the plan that was $90.00. It would take a year for the 'top off' to occur. As I used the phone I would add monies to the account, so when I got this call telling me because I had not 'topped up' my number was off but out of the goodness of Virgin Mobiles heart I could do it today.
So after hearing the 'automated' messages I finally got to a live person. I asked them why do I have to add monies to my account when there is a balance of over $100? She informed me that my plan required a 'top up' every 90 days. I advised her that is not the plan I signed up for, but like the 'automated attendant' she read the script before. Then when I said I wanted to disconnect and when would I receive the monies in my account. She tells me that I would not get that money back but I could if I used up the minutes. So I asked her, how can I use up the minutes when the message was that you cut off the phone? Silence like a Sprint commercial. Then she repeated her script which said I have to 'top up'.
The damage is that I am now out of $135.00, unless I decide to 'top up' and pay $15.00 and talk my head off so I can disconnect the service. My cell phone is used for emergencies ONLY. You know like, HELP, Hello AAA...? I am also out of the monies I paid to purchase the phone.
William of Peoria AZ (04/15/08)
Virgin Mobile has unethical business practices: They keep billing my credit card instead of using my cash balance. I have since removed my credit card information and tried to spend my cash balance buying a bundle of minutes, but they keep asking for a credit card or Top-Up card to perform the transaction. Their web-site is purposely deceitful so that you easily and accidently authorize a charge on your credit card, and they will not refund your money. They are clearly trying to keep you hooked on their service by holding your cash hostage.
It seems the only way to spend your cash balance is by buying a bunch of useless nonsense like ringers. When I email them, they respond back with contradictory information that is useless. Ultimately, they take no real action to address you problem and then tell you to call. When you call, you get into the maze that is their wanna-be hip automated phone system, and when you do finally get to a point where you should get an operator, you get hung up on. It seems impossible to talk to a real person. Furthermore, they do not provide any detailed billing information. Specifically, they do disclose fees or taxes and there is no record of past charges. This company should be nailed by the FTC for fraudulent schemes.
I have essentially been unwillingly forced into paying and using their service in an effort to find a way to spend my cash balance. Twice they have billed my credit card for about $64 when I was not expecting it and they still have my cash which I can't seem to spend unless I go with the default plan that goes into effect when you run out of minutes.... I think it's $0.20/minute. At least, that's what I'm hoping will happen... I'm nervous they may only allow me to buy ringtones and games with that money.
Michael of Randallstown MD (04/14/08)
I would not encourage anyone to make the mistake of subscribing to Virgin Mobile. On April 8, 2008 I topped up my account with a $50 credit and bought a $50 minute pack immediately following the top-up using my hand-set. Receiving the confirmation that the transaction was successful and that I now have 1000 minutes of air-time (i.e. 5 cents per minute per call) I proceeded to making calls as needed.
I suspected that something was wrong after I noticed that my credit was exhausted in only a couple of days of just a few local calls. On April 13 I made contact with the customer service center and got a live advisor after much fight and screening with Simone, their pretty frustrating AVR/IVR. Her claim was that I should only use the live advisor to buy the minute pack and not the hand-set (although the option is accessible via the handset on equally via their website WITH NO INSTRUCTION AGAINST SUCH PRACTICE)She was NEVERTHELESS very professional and quite understanding and was kind enough to give me a rebate of a measly $7.50 before we prematurely lost connection.
However, I had to call back to have the matter addressed satisfactorily and to ensure the problem would not recur. Again I lost connection with the person that came on the phone. Finally I got them back and got nothing frustration as all the supervisor could maintain is that they did not see my purchase on their end and there is therefore nothing she could do. So much for plans without annual contracts. So long Virgin Mobile!
For each call following the minute pack purchase, I lost 300% o each minute used.
Robin of Denver NC (04/07/08)
I was paying for my daughters service with Pay Pal (who then charged my visa check card) for $37.36 for March, 08 service. The phone service has been out since March 7th and after calling them 6 times, I have not gotten service back on or a refund. I was told by 3 seperate supervisors that it would be restored and one even told me that he would issue a month credit since I had not been able to use it.
It is now April 7 and I still have no service. They told me to call Pay Pal which I did the first time I spoke with them. Pay Pal states that all payments have been sent to VM and there are no issues with my account. VM even had the audacity to tell me that PAy Pal is the one who shut off my phone.
Virgin Mobile is THE worst phone company I have ever had the displeasure of coming across. I have had my daughter's phone with them for sometime and I will no longer use them...and I wish I could tell everyone I know not to use them. The customer service is the absolute worst!! Poor english and not at all helpful. I have spent almost 5, yes literally 5, hours on the phone with customer service to get my service restored and it is still off. I have been disconnected, lied to and given the run around until I can't stand it any longer!! I can't believe they are still in business operating like this. I have had no service for over a month, can't get it back on and can't get my money back. Their customer service is no service at all.
Debbie of San Clemente CA (04/06/08)
I am on a pay as you go plan. I made an error and authorized $66 to go into my credit toward phone calls. They used $22 of this for topping off for my next 3 months. I never make more than $20/3 month period in calls. After 3 months, I was asked to top off from my checking/credit card account that is on file with them.
I was told that I could use that money that I have the $48 in my credit with them to pay for minutes beyond the $20, but I told them I never use that much, when would I ever be able to get that credit to use?Why can't they use this $48 credit and they told me I have to top off every 3 months from another account. When asked why they can't just use the money I already have in my account, they said 'it's policy'. They said I would always have to top off with another $20.
This is ridiculus, it's like stealing money without providing a service! I called twice, emailed once and they said it seemed you already contacted us by phone and got a response. Well, yeah, but it was not the response that was fair and correct. How can they do business like this, with no recourse? Please help me. I know it is only $48, but I feel like I just got my pocket picked. This is not legal, is it?
Sheri of Manassas VA (04/01/08)
I called in regarding the so called leverage charge that they charge to your account before you go over your monthly minutes. I found out they charge this when you have only 10 minutes left, but if you don't go over them then 24-72 business hours later they automatically credit it back to your account. I felt that I had a valid complaint as to why are you charging ahead of time for something we haven't used and expect us to accept the fact that you will take 6-7 days to credit it back to my account. I asked to speak with a supervisor who pretty much did not care about my complaint. He actually said that what I was speaking of should have been handled with the agent as he was a supervisor and really didn't deal with these type of issues. I actually felt belittled and could clearly tell that he didn't care one bit about my dilemma. I'm working on finding a number to a VP or Senior person that I can let them know that their customer department including the automated system you have to fight with to get a live advisor is probably the worst I've ever dealt with in history.
I'm frustrated that each month I end up paying $5 extra for a plan that is not clear and is actually beating the customers.
Phil of Lawrenceburg IN (03/28/08)
The 25th of March I went into a Radio Shack to get a prepaid phone. I purchased a cyclops and paid for a 90 dollar top up. They put me on a $6.99 plan. By the way, I was in Radio Shack for two hours. I was told that Virgin mobile would activate the phone in 2 to 4 hours because they were having an investigation and virgin mobile would give me $50.00 of free airtime. The salesperson was told they would not apply the 90 dollars till the phone was turned on, after they completed their investigation.
6 hours later the phone is not turned on so I call Virgin mobile and they tell me there is an investigation going on and it would take 24 to 72 hours. I asked what it was about and they said they couldn't say. I go back to Radio Shack the next day and spent another two hours as the salesman tried to refund all my money but Virgin mobile said they had applied this money to my account and couldn't refund the 90 dollars. They told the salesperson again that it would be activated in 2 to 4 hours but they couldn't give me 50 dollars of free airtime but 20 dollars worth, another lie.
The next day I get on the web and see they moved the purchase time up to the 26th and now it would be 24 to 72 hours from this date to get the phone turned on. I called RADIO SHACK district manger to get results and she got results with me getting my money back and Radio Shack being out the 90 dollars. This was on the evening of the 27th and the Phone still wasn't working. I think this Virgin mobile company is a scam. I am still upset over this. Thanks to Radio Shack I got my money back. These people from Virgin Mobile are located in the Philippines and are very, very rude. By the way there was no free airtime showing on my account.
Melissa of Friendswood TX (03/17/08)
I have been trying to call the customer service department. When I got through to someone, they told me that I had to call back. Then I have tried to call back 4 times. Once I get through to where it transfers me to a live agent but it says we are unable to transfer your call please, call back. That is unacceptable customer service. There are errors on my billing (see below) I can only see for the past 90 days so I would like a copy of all transactions since I signed up for service. I would like to review these for additional errors. I have mobile to mobile and should not be charged for the calls made to other vmobile accounts.
If I access Xtras more than once a day, it is because I receive an error saying the network is unavailable which is their issue and should be credited. I should only be charged $.02 for over 5 access to balance per day. This is confirmed by seeing that the access is only seconds apart. This list does not include the many charges to NW since they are not charged. AND it does not include any further charges past 2/5/08 There are a total of 229 regular minutes, 15 bonus minutes and $6.00 in Xtra errors on my account. I would like to be reimbursed $42.00 for the minutes that I would have had to pay $.20 plus tax and also the $6.00 in erroneous Xtra charges for a total of $48.00. Please do not just credit minutes as this will not compensate me for the extra charges that I incurred by requiring top up at $.20 per minute.
Lisa of Meriden CT (03/10/08)
I purchased a monthly prepay plan from Virgin Mobile. I pay $34.99 plus tax. I purchased a $40 prepay card to pay, and any balance stays on my phone after the monthly fee is deducted. My plan was through the 22nd of each month. I had a defective phone which they sent me a new one - I was given a return envelope to send it back through the US postal service, which I did on February 8, 2008. I mailed it from Meriden, CT, and according to online it left Springfield, MA facility on Feb 9, 2008. This proves I did in fact mail back the phone as per instructions. They did not receive the phone. It is lost, and I contacted the post office. They cut off my phone on the 7th. I paid through the 22nd and have a cash balance on the phone. I feel they have no right to stop my service.
I have no phone and am out the money I paid for the month, and I am not receiving service.
Jack of Ewing NJ (03/05/08)
Since the 21st of last month, I have been trying to get my new phone (that I have paid for). I have spent several hours trying to navigate their phone system. I still can't get any help. Fed Ex is holding my phone in Hightstown NJ for no practical reason. I have paid for phone service that I can't use. I have paid for a phone and other items that they refuse to help me get. I now have to request that they credit my credit card with everything that I have paid. They are proud of their rating with JD Powers. I will send a copy of this e-mail to them .
Please be advised that I have contacted American Express and disputed the charge. I have paid $101.60 and have been waiting since Jan 26, 2008 to have a working phone. I have between 4 and 6 hours on the phone with them and can't get any satisfaction. When I call, their operator says that they will transfer me to a supervisor and then hangs up. This was not once, but many times. If they want the non working phone back, send me a will call and I will box it up and send it back. As far as I am concerned, the experience of trying to deal with virgin mobile is the most time consuming and frustrating I have ever experienced
Linda of Hopewell Junction NY (02/23/08)
I purchased a new telephone, through Virgin Mobile web site, to swap with my old phone. The online process disabled my old phone but did not complete the transaction to activate the new phone. Speaking with a VM 'live advisor' three times, they each promised the situation would be corrected within 24-72 hours. A week later I still do not have phone service. I called again and asked VM for a mailer to send back the phone and for them to issue me refund. They refused. I asked to speak with a supervisor--and they refused again. I will never trust Virgin Mobile again and will change service on all my children's phones immediately.
There is $60+ balance on my cell phone account that I cannot access; I am out the cost of the replacement phone of $57.
Mary of Salem OR (02/22/08)
On 2/13/08 I ordered a free phone for $19.99. On 2/15/08 there was an unauthorized charge of $7.98 on my credit card. On 2/16/08 they activated phone, and I called to tell them that they gave me the wrong phone number. The phone was a gift for a dying friend in Stockton CA, and it needed to be a number with a 209 prefix. On 2/19/08 I added additional minutes for $25. On 2/21/08 I called to have the number changed to a local number for Stockton CA. The number was finally changed, and they said there is only 8 cents balance on the account. I asked for an accounting of the usage and was told that it was wiped out with the number change, and there was no way to bring it back up. There were only about 100 minutes used at that point; they cannot account for the usage, and the money is all gone. This kind of business is criminal. I was not going to pay another cent to them and canceled the service. They certainly didn't lose my credit card number to make charges but cannot keep track of any services they provide.
My money has been stolen with absolutely no accounting for it whatsoever. These people are allowed to operate this way to the unsuspecting public. I'm a senior and really expected this company to operate with some kind of accountability and honor. Guess I was wrong.
Serdal of Gainesville FL (02/15/08)
I bought a Kyocera-Oyster cell phone from Virgin mobile on July 2007. Phone is still under coverage of warranty. its screen turn to black.it shows no image on it. I ask this situation to both Virgin Mobile (From where I boutght the cell phone) and Kyocera-wireless (Who is the producer company) Virgin mobile says: they are not responsible of the cell phone and they dont provide warranty other than the producer company. they says I need to talk to Kyocera-wireless which is the producer company.
I asked the Kyocera-Wireless and they says I need to talk to Virgin mobile. I am confused at this point. I do have the receipt and manual which shows the legal responsibities and warranty coverage. Both of the companies are not answering my emails or phone calls. My phone became like that on 02/07/2008. untill than I cannot use the phone and cannot get any tecnical support neither from the service provider wireless company (Virgin Mobile) nor Producer company (Kyocera-Wireless). It is still under the coverage of warranty despite of that it is not being taken care of.
Chris of Vernon CT (02/13/08)
I just turn 16 on Feb 11th. I got two visa cards with 50 dollars each and a virgin mobile phone. I use one of the visa gift cards to top off (put money on my account). I put all $50 on it. Then used the other card to put more on it. 24 hours latter not only is there no added money on my account but I was just charged for it. I'm down $90. I emailed customer service and call. I couldn't even get a human so that was a waste of an hour. Worst Service I have ever Seen in my entire life.
Richard of Auburn WA (01/14/08)
I activated a phone for a friend with my bank card, and repeatedly told them one time use. Two days later I had two more charges on it and when calling them to find out why, they had no answers and I told them again never to use my card. I asked to speak with their supervisor and got hung-up on. Two days later another charge was on my account and this went on for a week until I changed my bank account.
I had to change my account and go without being able to use it for a week.
Bernhard of Edwin OTHER (01/04/08)
I was with Virgin Mobile in Canada...never even imagined that a company can be that fraudulent and get away with it! What they are doing here is spamming text mail with stupid messages/advertising and charging it to your airtime. Regardless what you try, they won`t stop. I switched to a pay as you go: prepaid $50, never even got to make a single call, and all my airtime had vanished. They preloaded my in-box while my phone was out of service to the extent that I would have to pay hundreds of dollars in order to use this telephone. My advice: dump this company and stomp on your Virgin Mobile telephone. I`m going back to a regular Telephone Company. I can`t imagine how a study comes up with the highest customer satisfaction for Virgin Mobile. There a web pages after web pages full of episodes same or even worse than what I went through with this them.
I needed to make an emergency call during adverse weather and road conditions, subzero temperatures-- and was out of airtime due to being spammed by text mail from Virgin mobile. This resulted in a life threatening circumstance!
Richard of New Britain CT (12/02/07)
I subscribed to Virgin Mobile in July 2006. The cheapest plan available was $20 every 90 days. I don't think I ever used more than $5 in a month, and yesterday had a balance of $56.42. I called them to see if they'd waive this quarter's top-up (due today), or at least let me top-up $10 every 90 days. They flatly refused, and the three customer service representatives I spoke to were extraordinarily rude. I closed the account and was then told that I wouldn't even get a refund of my balance. I've now referred the matter to the Attorney General of Connecticut. Virgin Mobile's customer service is amongst the worst I've ever experienced. They made no effort at all to retain my business; and one of them simply said Fine when I said I'd be writing to the state Attorney General.
Lisa of Olympia WA (11/25/07)
I purchased a Virgin Mobile plan and phone for my daughter. I pay $34.99 a month for 300 anytime minutes and 1000 weekend /evening minutes. When she got down to 294 anytime minutes, they shut off her service and refused to allow her to use the remaining 6 minutes and over 500 weekend minutes unless she paid an additional $4.50 which I refused to do. Their response was to hang up on me.
It is just a pain to deal with them. If I pay for 300 minutes, I want to use 300 minutes.
James of Adelaide OTHER (11/18/07)
I was having issues with Virgin charging me excess fees that were not due so I locked the direct deposit and refused payment until the issue was resolved. I called both the billing and customer service departments several times trying to resolve this issue but got nowhere. I kept getting the same reply, "I cant help you, you have to speak to [insert another department here]." It wasn't that they were avoiding the issue as such, rather nobody at Virgin had the knowledge to resolve it. I started getting the late demands and threats of credit defaults and debt collectors (along with yet another charge... a late fee). I immediately called the Telecommunication ombudsman (TIO) and was provided with an upper management complaints phone number (provided to the TIO by Virgin themselves). I tried this number for 2 months at least 3 times a week making sure to vary the times of day and days of the week (in one week I called twice per day every day). I got no answer or any reply to several left messages. I finally got a letter from a debt collector demanding payment so I went back to the TIO and asked them to intervene. They did so promptly and within 1 hour Virgin had rung me (on a Saturday) and the matter was resolved. The inappropriate charges, including the late fee, had been removed. 3 days later the balance was payed by bank transfer and cleared. Here is where the 'real' problems started. I was told that the credit default would be removed (among a couple of other minor assurances). A few weeks later I called to ensure this was followed through. It hadn't - I was lied to. In fact, I was told it couldn't be removed but would only be visible to the company Virgin made the default through since it had been paid within 30 days. The debt collectors confirmed that Virgin had told them the payment was made. A few months later I failed a credit check with 3mobile. I got a report from their credit company who is completely independent of the one Virgin use. The default is there as a public listing and shows as unpaid. It's also showing the full balance not the agreed upon reduced amount. And it was lodged 2 days after I paid them.
Irma of Scappoose OR (10/10/07)
I had a monthly plan with Virgin Mobile. On July 11 I realized I was short on money so I went into Virgin to change the plant to head off getting charged 36.80 in my bank account. I did this and then checked my bank account and they had already charged my bank early so I had to call them up and try to get it refunded. They said they would. After several phone calls between Virgin Mobile , US Bank and me The money still has not been refunded.
Virgin Mobile says they refunded (a good will refund -- can you believe it?) $38 and as well as $40. Where they got these figure is ridiculous. We paid for service once with a top up card and once with my husbands bank account. No refund and my bankk account is in the hole.
Barbara of Fresno CA (09/07/07)
I received a call from my VISA card service, verifying numberous debits by Virgin Mobile were authorized.They alerted me that my account was charged 9 times within the last 3 days for top off minutes. I contacted the 888 number and talked to a supervisor (Nancy) at Virgin Mobile. I explained to her that I put $15.00 on my son's phone a couple of month back. When I entered my credit card information on the website, I was very careful to not sign up for a monthly plan. I also made sure to not check the box for the top off minutes.
Well, it turns out they put my son on a monthly plan with top off minutes. The supervisor explained to me, that I should have read the agreement more carefully, before I entered my credit card info. She was not concerned about any legal action or complaints. She explained to me, that the Company was based in England.
Usha of Finksburg MD (08/29/07)
Bought a cell phone to my daughter for temporary use, she only used 3 days. In order to activiate we have to give our credir card and I specifically told them not chare on the card unless I call and request. The phone was not in use since May, but they have been charging my credit card since May 2007. When I called, they did not give me the credit, and put me on hold for 45 minutes. I got sick of holding and hung-up.
They already charged $65+ on my american express, and they keep charging I do not know how I can stop them, if they do not answer my questions, and keep putting me on hold for hours.
Bryan of West Frankfort IL (08/28/07)
I noticed just today that 2 days ago Virgin Mobile charged my credit card $21. I called Virgin Mobile to find out why I was charged and their response was that 8 months ago I approved an auto Top Up on my Virgin phone. I never recalled doing such a thing. Meanwhile, the phone which I no longer own has a 40 dollar balance on it. I asked only to be refunded the recent transaction amount of 21 dollars and they completely refused. So, Virgin Mobile is keeping the money for a service they know I won't be able to use.
I'm really hurt that we live in such a society that companies like this feel like they can take money for no services rendered and not have to worry at all about losing business. The way they do business is completely unethical.
Arvin of Sunnyvale CA (07/21/07)
I had a quarterly cellular service with this company for over 2 years and received a promotional email in April 2007 saying that if I topped up worth $60 in one time, I will receive service for a full year. After 3 months, my service got disconnected. They kept on insisting the promotion was for $90 and not $60, so it won’t be applied to my account. My question was that if I can top off $20 every quarter and keep my service alive, why would I pay $90 for keeping it for 1 year.
Even the supervisor was unable to help and said that their employee did not write notes on the system so they were not responsible for any promotion that was in effect at that time. Instead, he started pointing out that I should have called 3 months back and fixed this issue when it happened. How am I supposed to know whether their employees are taking notes on the system when talking over the phone?
Lisa of Broadview IL (07/17/07)
I contacted the virgin mobile number and put the $20 onto my phone. My balance was $24.88. I received and the following email from Virgin Mobile: Hi JANET, Thanks again for activating your Virgin Mobile phone. We just wanted to let you know that because this is not first time the electronic serial number (ESN) on this phone has been activated, we can not give you starter airtime. Sorry. That said, if you have any questions, please feel free to call us at 888-322-1122.
I replied back to the email stating that I am not Janet, you've contacted the wrong person. I tried to use my phone and the phone gave me a message stating that I was not a customer. I contacted the customer service department and you wouldn't believe how rude the customer service reps were to me. I explained the situation to the rep and he asked for my vkey number which is your password. I gave that to him and he said that it was not correct that I would have to restart my account. I did that with him and then asked if my $24.88 balance would be put on the phone, he said no because you don't have the correct vkey number.
Chantee of Rockford IL (06/28/07)
I purchased a phone from Virgin Mobile via their website. I received a defective handset. I called and advised them that my handset was not working properly, that I could not get my account balance, send or receive text or access virgin xl (web service). I had an balance on my account of 4.39 after they deducted my monthly fees for service. They told me that I couldnt access anything because I needed to have at least 5.00 on my account. The least exspensive top up card you can purchase is $20 so I purchased a $20 card after I called to let them know that my phone was still not working properly they told me that I didnt need to put that extra money on my account but they dont give refunds so it will just stay on my account.
After another week of my phone not working I asked for a refund for the handset and to take to equipment back and cancel the account. The first rep told me that I will pay for shipping and handling to return it. The second rep told me that they will accept the handset back , I paqe shipping and no refund for the phone because they cant resell it. They agreed to send me a new handset, after waiting a week (i was promised 2 days)... still no phone.
I called again and waws told by a rep that fedex was backed up and she didnt know when i would receive my phone or when it would ship out. I then spoke to a manager that told me that fedex was not backed up and I should receive it tommorrow. Still dont have it.
Paul of Proctor MN (05/27/07)
Purchased a Kyocera K127 Marbl phone on-line from Virgin for $32.09. Reception was terrible (no bars where my current Virgin Slice phone got 4 bars). Virgin has a 30-day return policy. E-mails to Return section of Virgin went unanswered. FedEx documented phone received/signed for on 5/7/07. Contacted Executive Resolutions person on 5/13/07 who responded on 5/15/07 saying: credit was issued just recently. As I used my debit card to purchase, I can monitor my account on a daily basis. As of today, 5/27/07, no refund credited.
Carol of Raleigh NC (05/09/07)
They are very difficult to reach, then keep you on hold forever. 2. As just about everyone else said, the reps are shockingly rude 3. They have loud, terrible hold music, then terrible background noise while you are tr--worse than the most awful telemarketers-- and won't call you back for better reception 4. They take way too long to get back to you if you email customer service 5. They give you a password, then a secret question answer that are ridiculous unless you are a teenager (favorite actor/singer/team) or one that is not secure enough(pet name). 6. They don''t send your pass code to you in an email like everyone else does. 7. When when I tried to put it in--five times--it kept getting rejected, so I called the terrible customer service line, they were again rude, and refused to give me any info, making it virually impossible to access my own account.
Jennifer of Cameron OK (05/03/07)
Virgin mobile charged my credit card twice for two months in a row. I called 7 times and talked to several really rude csr and 4 supervisors. I was told they didnt see charging twice on their system. I offered to send them a copy of my credit card transaction history to prove they kept charging money to my card. They refused to allow me to prove it, and i was told countless times Just what do you expect us to do about it?
I even called my bank and was told virgin mobile was welcome to call them to verify the double charges. They would not do that either. Virgin mobile has no respect or care for their customers.
David of Santa Fe NM (04/18/07)
I spent 1 week attempting to activate my new Virgin mobile phone. Each time I called I spoke to 2-5 people, none of whom had any knowledge or records of any other conversation or phone call I had made. I even spoke to a supervisor, who after hearing my whole story, transferred me to a different department without warning that answered, How may I help you? 2-3 hours of time on the phone and away from my business with absolutely no result.
Daniel of Simsbury CT (04/08/07)
I am on a automatic top-up plan and I use the phone infrequently so I seldom check my balance (which had been steadily growing). I checked yesterday and found my balance has been decreasing $.10 a day for a long time. I can't say how long because you can only get the last 60 days of billing. I would estimate for at least a year and probably more. To VM's credit they responded promptly and said that I had subscibed to VM extra which costs $.10 a day (didn't matter that I never used it)and that I could unsubscribe. I unsubscribed and found out today they are still charging me. I unsubscribed again and got them to verify by email I unsubscribed this time.
Christina of Crosby MN (03/27/07)
I bought a Virgin Mobile prepaid phone for my 14-year-old daughter. We chose a monthly plan including unlimited nights and weekends. We also added 1000 texts for an additional 9.99. The total bill was 49.56 a month. She topped up on 3/10 then on 3/11 they sent an alert, the only thing it said was “new month, 400 anytime 2000 peaktime”, that was the only thing it said. She thought it was a new offer, NOT a change to her existing account.
I called to speak to a live advisor; first I was treated so rudely, I called back and was basically told that too bad for us that we didn’t understand the minimal text, but that we should have called to get clarification. I then asked for a refund for the 3 weeks worth of plan that WE DID NOT SIGN UP FOR OR ASK FOR and was told that Virgin Mobile has the right to change anything about anyone's account at any time and we just have to go with it.
I feel like we were tricked out of $50.00. Had we known that the plan was changing for the worse, I would have had her cancel her phone service. But instead she got 2 weeks worth of service for $50.00, instead of unlimited nights and weekends. I will NEVER use Virgin Mobile again.
Janelle of Superior WI (03/20/07)
I called to activate my friends virgin mobile phone, and the person who I talked to was very rude. I tryed explaining the situation to them, and he started yelling at me saying what exactly do I want him to do, when I said to get help activate my friends phone and help with the top up card he got all mad... Throughout the telephone call he said things like, Don't call here anymore. (In the background), then also through out the phone call I heard him grunting in the background all madly and saying very offending things. When I went to hang up the phone he said to me, Next time, use the computer and figure it out yourself. Then all of a sudden he hung up the phone on me.
Janet of Euclid OH (02/21/07)
My husband and I decided to get a cell phone so that his aging mother and aunt could get in touch with us if we were away from home. The phone was sent FedEx Ground, and according to FedEx's website, was left at my APARTMENT BUILDING without being signed for -- FedEx claims that no signature was requested. Of course, the phone was stolen, and I never knew it had even been delivered. After being a football between FE and Virgin -- each of them claiming I had to file a claim with the other -- I finally got someone with Virgin to refund my money -- allegedly. Except it was supposed to have been within a week and a week passed without a credit showing up on my card.
Caroline of Victorville CA (01/24/07)
Over a month ago, my current phone started getting stuck in a cycle of error codes, and would completely shut down, sometimes for days at a time. I called the company at that time, spoke with someone who apparently knew nothing about the phones, and was given bad advice to go to the local Best Buy and ask them for help! Of course, once I got to Best Buy, they advised they didn't handle any troubleshooting for the phones and referred me back to Virgin Mobile. My phone worked very intermittenly, but stopped working completely this last week. When I had an opportunity to call, I was advised my warranty expired 2 DAYS AGO! Even though I complained over a month ago and was given bad advice, they basically told me, So sad, too bad!
G. G. of Coral Gables FL (01/21/07)
I cancelled my account. I received an e-mail stating that I was going to be charged for the month. I called Virgin Mobile back. I was told that they did not have a record of my call and that my money could not be returned. I asked to speak with the Manager and was told by Jason that he was the highest rank in the Dallas call center. He was not able to help me. Be careful when purchasing this phone. It tops up automatically if you hit the wrong key or if it hits something while resting in ones purse. They do not have good customer service skills.
Candace of East Orange NJ (01/18/07)
My daughter's virgin mobile cell phone stop working and it continued to read searching network. It did this for three weeks. I thought it was jsut a clich and would work itself out. I called virgin mobile to tell them that her phone was not working. They proceeded to try and say that she didn't have any service because there was no prepaid minutes. I told them there was $7.88 on the phone. Then they said she wasn't covered in that service area. I live in East Orange, NJ every cell phone in the nation has coverage here. They then determined that was not the cause.
Then they proceeded to have the audacity to tell me they upgraded their service and that my daughters phone was too old and I would have to purchase a new one. I told them no I will not and have to buy a new phone in a few months.
Heather of Newport News VA (01/08/07)
I used my credit card on three different dates (12/24/06; 12/27/06; & 1/1/07) to top-up. I went online on January 4, 2007 to check my balance and make sure all my charges through other purchases had gone through, when i noticed a fourth charge from virgin mobile on my bank account that i did not authorize nor receive minutes from. I called virgin mobile who informed me that on their end they only saw three (3) charges to my credit card, which i informed her was correct on how many there were supposed to be, yet there was another charge taken out of my bank account that i did not do.
I've never by any company before been treated so rudely. I've pretty much had a migrane on this situation for 5 days just trying to get it fixed and the only person that cared about it getting fixed was me. If this is the kind of representation that is wanted for this company then i'm sorry for your poor business ethics, but i've never worked for or been around people as inadpt and rude to handle a situation like this.
Janet of Eddy TX (12/29/06)
Problem started when I had my Virgin Mobile phone number changed so that it would be a local and not a long distance number. In the process, they lost the $80 credit on my account, plus have now given me 4 different numbers and lost an additional $20 credit on my account. My husband and I have been dealing with this issue for 3 weeks now. For certain I have lost $80, but am still trying to retrieve the $20 balance.
Amy of Adrian MI (12/27/06)
I purchased a pre-paid Virgin Mobile phone for my 13-year-old daughter. I tried to activate the phone but customer service said the electronic identification number on the phone is showing us as already registered to a different account. This is a brand new phone I purchased off the shelf and now I have to wait three days for them to investigate, call them back and try again! How they managed to tag two phones with the same EIN number is beyond me. I have no idea how they are going to resolve this but I will never again buy their products.
Frederick of Shreveport LA (12/13/06)
I have been a valued Virgin Mobile customer for over two years. Recently, I bought two fifty-dollar phone cards from a local Wal-Mart. The minutes were not applied to my phone, so I took the cards back to the store. The cashier said they do not offer refunds on prepaid phone cards. So, we called Virgin Mobile At Your Service, and they did nothing. I spent over 100 dollars on something I didn’t get to use.
April of Traverse City MI (12/05/06)
I stopped using my Virgina mobile pay-as-you-go phone, I was totally unaware of the fact that I had to actually deactivate this phone. A few months later I noticed that my checking account was still being deducted. I contacted their customer service department, and after talking to a supervisor, was told that they had proof that I was not using my phone and they would refund me the monies owed through the deductions they has been amking every month....approximately $127, and that money would be credited into my account in 6 to 8 weeks. The money never went into my account.
Dana of Rocky Mount NC (11/26/06)
I purchased a virgin mobile phone for my daughter and had the phone for a year, with automatic top up, and no problems and all of a sudden when she reaches a balance of 130.00 someone credits the money from her phone to their phone and we forgot all the information for the key, so how did someone else get it....of course all the information was changed and we didn't know any of the info they keyed in. I found this out from a customer service rep who felt sorry for me.
I called customer service to correct the problem and she was only credited 5. That was the best they could do. Lost 125. All top ups were from automatic draft but they couldn't confirm with me about someone taking money from her phone.
Jacqueline of Westover, WV (10/09/06)
Virgin mobile is VERY unclear on their debit "top-up" feature. I took the auto "top-up" feature off and it has caused me to bounce and accrue charges in the hundreds for 2 months. They are not clear what they are charging for and customer service is giving a bunch of double talk, with no resolve.
Marvin of Rochester NY (10/05/06)
The billing system for Virginmobile is very difficult to understand unless you examine your statement on the web very carefully. You may subscribe to services just by a simple key press and will be billed for years on top of your montly bill.
2 examples: 1) We were billed $3.10 per month for special features for years without knowing. 2) If you subscribe to a monthly text messaging then you will be asked if you want to subscribe to this service and will be billed extra, as if you were never subscribed to the monthly text messaging. Each time you press that button you will be charged an extra $5, perhaps $10. For neither of these problems will the staff at Virginmobile help you.
Damates: $50 in 1 month.
James of Fuquay-Varina NC (09/08/06)
Bought Virgin Mobile phone at Walmart Activated phone online Virgin mobile website was very cryptic for me. I left the website wondering if I was supposed to add money to use phone or what? Are they going to debit my account right away or am I supposed do topup manually. Being confused, I call customer service on my other alltel phone. could not get thru to customer service to save my ass. I could not get through. forget it. Pissed off I then go to bed because its getting late. Next day at my job I call customer service.
I finally get thru to someone, but not until I am totally fuming. I mean smoke was probably coming out of my ears. Turns out they immediately took the first monthly charge out of my account.But guess what folks; reception was so bad on this virgin mobile phone I could not even make one complete, clear call.
Nancy of Centerton AR (08/17/06)
I purchased a prepaid Virgin Mobile phone for emergency use and so that my children's schools could reach me at all times. I chose the $15 auto top because I really did not need a lot of minutes. Well wouldn't you know it, on the two consecutive auto top dates my card would not go through...never mind that it had been used with no problem everywhere else. So I call customer service (totally inappropriate name) and they indicate that they can do the top for $20. I went with Virgin because I could get away with $15 every 3 months. This happened the only two times that I topped up the phone.
The second time, after getting a you've probably maxed out your card attitude. I told the man what he could do with his phone. So I took out the phone and made an extremely long call just to use up my minutes. To make matters worse, Virgin then e-mailed me and called my house after I repeatedly told them not to e-mail or phone me. Virgin's response to my e-mail indicated that I had to opt out of any contact at their web page, which you could not do on that page. Eventually I e-mailed them and threatened a lawyer, of all things, then I was told exactly how to get them to stop harrassing me. So far, so good...
The economic damage was minimal, only $10, but the waste of time and energy was extensive.
Rob of New Braunfels TX (05/24/06)
On Sunday 5/21/06 I contacted Virgin Mobile about issues with my cell phone. I spoke with an agent and explained to her that my cell phone have 6 locked messages on it and they will not erase. After trying to help me erase them and finding they will not erase, she put me on hold and then after 20 minutes hung up on me. I called back and then explained to another rep. the problem I was having with my cell phone and was on the phone with her for more than 2 hours as she went from technician after another trying to find out how to erase these messages.
They are telling me that they can exchange my cell phone but the ringtones that I've paid for will not be completely refunded to me. I have spent $115.42 in ringtones and games. I was told by a Supervisor that they can only credit $53.96; I would be losing $61.46. These messages that I have on my cell phone that Virgin Mobile has texted to my phone are locked on my phone and it is their responsibility. I have told them that because of these circumstances that I should receive all the money that I have spent on these ringtones.
Robert of Ventura CA (04/21/06)
Hello. I just cancelled my phone and will cancel my wife’s phone next week. As it turns out, Virgin Mobile service was too expensive for my phone usage, so I just switched to T-Mobile. I’m now told that my account balance $$ will not be returned, per policy. In effect, Virgin Mobile is stealing my money. I will be posting this fact on various websites and I will post a notice at work so that none of my co-workers ever use Virgin Mobile. I am so disappointed that Virgin Mobile has turned out to be a company that steals from its customers. How pathetic. By refusing to refund my account balance Virgin Mobile will lose dozens, or hundreds of future customers. That is bad policy and I bet that Virgin Mobile will fail as a company in the long run. Just thought you should know.
I was told that I will not receive a credit or refund.
Sean of Rancho Cucamonga CA (04/14/06)
I have had my Virgin Mobile phone for several years now. My problems are with my phone number and voice mail. When I initially got my phone the number they gave me as a local number was actually two cities away in a long distance area. For people in my local area to not be charged long distance (even from my own house) I was forced to register the number FOUR CITIES in the opposite direction. This is after trying to register it to every other area code close to me within local range.
This wasn't however my biggest problem. At the time I was reaching my first 6 months of service I noticed a problem. My phone was off, but was apparently NOT going to voicemail. Instead, callers were greeted by a fast busy signal. This continued on for an entire day, after which I called VIRGIN MOBILE at their original service number and complained. They said it was a problem with my phone (even though it was with the voicemail service which runs independant of all VIRGIN MOBILE phones). They went through a process of resetting my phone.
The problem was gone the next day, which at first had me believing that it was solved. Then a month later it started again. I called back, they suggested the same thing. I reset the phone again. This went on periodically for the rest of that first year. Eventually the busy signal went from lasting one day, to several days randomly. This lead me to question the option that Virgin Mobile had been giving me to fix the situation. After explaining that resetting the phone wouldn't logically effect the voicemail problem, VIRGIN MOBILE's live advisors began to authorize a voicemail reset. This basically just clears the voicemail of any messages and forces me to have to recall my voicemail from the phone to reset the password and recreate the voicemail message (something that costs minutes, which they would not pay for unless I became argumentative and demanded it from a manager).
Raghu of Newark DE (02/17/06)
This is the worst bait-and-switch company that charged me $10.54 four different times in one week period after signing up for Monthly plan. In less than 2 months, I have wasted over $123. When I called them after a maze of stupid and confusing voicemail chain, I was told that they can switch me to day-day plan. They stated that $6 will be credited back after they took my $31. Today, I could not make an urgent call. What terrible company to do business with.
Total financial damage $42.16+31.60= 73.76. I noticed several complaints against Virgin Mobile. They must be legally challenged and forced to return consumer's money..not minutes..
Toni of Tucson AZ (01/06/06)
I purchased two $20 Top Up Cards on 12/24/05 and tried to use them on 1/5/06 - I tried topping up using my cellphone and the internet website but I kept being told to call Customer Service. I was told by CS that the cards had expired. No where on the front, back, top, or bottom of the cards to they have an expiration date. All's CS Rep (Supervisor supposedly) Troy could tell me was I apologize Now I'm smart enough not to buy milk with an passed expiration date on it don't you think I would know enough to do the same thing with VM TU cards? I've gotten nothing but run around from telephone and online CS.
Mike of Rockford IL (11/21/05)
Twice, changes I made to my accounts (one for each account) via their website did not go through. In the first case, I ended up without service until I could get back to a computer and re-enter credit card information and ask again for the auto top up billing. The second time, I had used the website to try and remove auto top up billing. They charged my credit card anyways! Customer service refused to do anything about it, stating their log did not show me making that change, that top up fees are non-refundable and I waited too long to pursue the issue.
I am out the $20 unless a dispute via my credit card company works. My advice is to choose a carrier other than Virgin Mobile.
Terrell of Columbus OH (08/17/05)
I tried the the pay as you go plan where you top up your minutes to different plans. After discovering that the plan isn't working for me, I call customer service to cancel. While I am on the phone with customer service, to my surprise I am being billed. Let me repeat that for you, I am on the phone with the customer service rep. at 1:01pm, my card is billed at 1:08pm while I am still on the phone with the Virgin rep. So I call them back to discuss this.
Since I am being cut off by the customer service rep. I request to speak with a supervisor, he keeps asking me why, for what. I need to know why before I put him/her on. So I ask him if he is refusing to put his supv. on he says no I not refusing I need to know why. After I explain again he tells me that he has already answered my questions and he doesn't know what I will gain from speaking to his supv. To not waste anymore of your time I lost my money to Virgin Mobile.
I lost a total of $60.00 + Tax. Not including the price of the phone. I received a WE DONT CARE attitude from customer service, There had no time to help me understand what happened or simply some advice. I was felt like I was not valued a paying customer.
Dianna of Wilmington DE (11/27/05):
I purchased and activated my phone via Virgin Mobile's web site. I accidently bypassed the "kick-back" screen where you enter your friend's phone number for recommending the VM service. I tried to go back, but the system would not let me. I immediately emailed VM and told them my situation. Being a new customer, you would think they would want to honor my request.
Apparently, after talking with one customer rep, they are ONLY ALLOWED TO GIVE OUT SO MANY CREDITS PER MONTH. And, credits can only be under a certain amount, say $5. Obviously their pay/bonus/jobs depend on how few credits they personally issue. The senior, senior "customer" rep kept repeating over and over that my friend was not entitled to the credit, due to VM's "strict guideline". He was very rude and hung up on me in the end.
Tami of Seattle (8/18/05):
I changed my service from month-to-month, to minute-to-minute, and they had nowhere on their website that tells you that you would not get credit for your unused minutes, or that they will not let you change back to use up your minutes. The custermer service people were extremely rude about it. This all happened after they charged me twice for monthly service, and I had to sit on the phone with them for 20 minutes to get that straightend out.
Joan of Winter Park FL (8/18/05):
Purchased a Nokia Cell phone from Virgin. The users guide that was with it is the wrong one. Its for another model phone. Contacted Cust. Service regarding this. They advised me to go to their website to download a correct user manual. However, their website only has the incorrect manual.
Terrell of Columbus OH (8/17/05):
I tried the the pay-as-you-go plan where you top up your minutes to different plans. After discovering that the plan isn't working for me, I call customer service to cancel. While I am on the phone with customer service, to my surprise I am being billed. Let me repeat that for you, I am on the phone with the customer service rep. at 1:01pm, my card is billed at 1:08pm while I am still on the phone with the Virgin rep.
To not waste anymore of your time I lost my money to Virgin Mobile. I lost a total of $60.00 + Tax. Not including the price of the phone. I received a WE DONT CARE attitude from customer service, There had no time to help me understand what happened or simply some advice. I was felt like I was not valued as a paying customer.
Britt of Mesa AZ (8/10/05):
I switched my phone service from day-to-day minutes to month-to-month minutes. I checked my bank account balance online and noticed two separate charges from Virgin Mobile on the same day. I called Virgin Mobile and told the customer service representative who said that this was my fault because I had topped up for $29.99(day to day) and switched to month to month for $29.99 as well. They refused to give me a refund because I had used the cash balance that I unwittingly charged to my phone.
Apparently calling 411 is not covered by my month to month plan. (300 total minutes, 150 anytime, 150 weekend for 29.99, not including tax) If I indeed entered $29.99 in two separate places on their Web site it was because their charging practices are confusing not because I wanted these two separate services added to my phone at once. And to make matters worse I had to call the customer service center more than once to receive help.
First I had to navigate through the voice activated system to no avail, and then after I was disconnected, I then called back and I was connected to a live operator. After the customer service rep couldn't help me she transferred me to a supervisor. But still the supervisor offered me no help except to point out that it was my fault for entering $29.99 twice on the Web site. He could not offer me a refund because the entire cash balance was not on my phone.
I used a total of 20 minutes on my phone for their version of "help." I was duped. If there was a mistake it was their Web site's set-up and not my fault. I didn't appreciate using twenty minutes of my airtime calling their customer service line not to be helped.
Joe of Garner NC (3/11/05):
I purchased two new pre-paid cell phones to upgrade my existing Virgin mobile phones. I was expecting the free $10 bonus airtime as advertised on the website and confirmed twice by their representative. After 3 days of calling them I had the matter partially resolved on one of my phones, but hav yet to have the other phone taken care of. The supervisor accused me of trying to "Cheat the system". I merely wanted what was represented by their website and verbally confirmed by their operator.
William of Chico CA (2/9/04):
I purchased a Virgin Mobile Phone. I paid the contract fee twice and had a Febuary deadline to pay the fee again to keep my number. The company discontinued the number and now they can't find the $16.95 that was still on the account. Today they could not even find my account to deal with the problem. The answer they gave was to pay the contract price again, but they still could not find the money that was paid and should have still been on account. They also refuse to fix the phone until I have an account
I end up with a phone that does not work that initally cost over $150.00, and lost credit on the account I have already paid for.
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