Complain about a product or service

Virgin Mobile

Kimberley of Richmond, VA August 26, 2009

In Feb. 2009 we replaced our families pay-as-you-go phones w/Verizon. I prompted called & canceled my VM account; however, VM continues to bill my credit card every month. I have called consistantly each month and several times during the month to make them away of the charges. My first frustration is speaking to people w/strong accents that I can barely understand. Secondly, they try to convince me that VM is no longer billing my account.

I have been transfered to the "headquarters", to the "finance" departement only to later find out that I was still speaking to people in customer service. I was given a number to "headquarters" and when I dialed it, it went straight to voice mail. I immediately called back to complain & again had to rehash my story...when I told the CSR what number I dialed, I was then told it was the voicemail number to a floor supervisor.

Today was the final straw, when the CSR tried to convince me that somehow this was my fault....yet another person wanted my credit card info....are they serious? Why would I trust them w/that info(again) when they have misused the information.

I insisted on speaking to a supervisor....when the "supervisor" came to the phone I asked for a corporate # & was told that they didn't have access to one. When I questioned the truthfulness of that statement, she gave me a number. I asked that she remain on the phone while I attempted to contact that number. Needless to say it was a fax number & she was quite embarrassed.

I want ALL of my money returned to me plus interested. I have filed a complaint w/the FCC & I intended to go to my local SCC & the BBB. I will NEVER do business w/VM again. As a matter of fact, I plan to tell any and everyone that will listen how underhanded & unprofessional they have been!

Patrick of Flower Mound, TX August 26, 2009

We purchased a 90 1 year card and a new 20 phone which lasted for 1 year before we had to add funds so after the 1 year we added another 90 1 year card and within a month they deactivated our phone as there was either another phone with the same ESN or the other customer gave the incorrect ESN and now we keep getting the run around and they are telling us that they cannot transfer the 90 to the new phone we just purchased. Had we known what a problem it was going to be trying to get our money transferred we would have just purchased a phone from a different company and washed our hands of Virgin Mobile. Thank you for taking our complaint, we realize that we are just 1 family and cannot possibly change a lousy company such as Virgin Mobile but maybe in time enough people will complain so actions can be taken against them.

Angelique of Raleigh, NC August 20, 2009

I purchased a 20 top-up card and made no calls. The next day I had 4.12 in my account. I called them and they told me a third party was taking the money and they can't do anything. They gave me a fake website yourdestinyrevealed.com and phone number to call. I let them know this is a scam, they did not care and won't refund my money. I think virgin mobile are scamming people because i don't see how they're allowing this third party to continue to take money from people.

Phil of Olympia, WA August 14, 2009

We were cheated out of 20 on at least 3 occasions. During the last episode, I had topped up my son's account with 20, intending to use it right away for 1 month of unlimited texting, for which I had already signed up. As soon as I topped up, I tried to get the unlimited texting to renew, but it said that there were insufficient funds. I then looked at the account balance, and it said 19.74 instead of the full 20.00 which should have been there. Then I look under account activity and there are charges listed there right away for text messages which I neither called or accepted.

I then sent an email complaint to virgin mobile, and after 3 days without a response from them, during which time the phone was turned off and not used, I logged onto the account on my laptop and see that there is only 0.04 left in the account! The phone had been turned off the entire time! When I called their "customer service" (for which it's extremely difficult and time consuming and frustrating to talk to a live person), they said that it was a 3rd party which was making those charges during the past 3 days (one for 10, one for 5, and the rest for text messages which we had never received or taken, since the phone was off. The customer service rep said that I'd have to contact those 3rd parties myself to try to get the charges reversed. However, the numbers we got were not numbers you can call from a phone.

At this point I will have nothing more to do with Virgin Mobile and I even cancelled the other phone I have through them and will never use their services again.

Robin of Scottsdale, AZ August 14, 2009

Virgin Mobile is the most confusing company to work with. The only way to actuallyget ahold of a "Live Advisor" is to call in and state you are reporting your phone stolen. That's the first of many other issues. I also had problems with being billed on line twice. The first time I called in right away to address the problem, I was told by "Meily" that I would not be refunded any money. I continued to persist that I wanted to speak with a manager and was told it would not matter, I would receive the same response. I continued and was finally successful at getting the to open an "Investigation" that would be resolved in 24 to 48 hours. 56+ hours later I had not heard from anyone so I cilled in.

The company had refunded my paymeny for the 300 munite plan I purchased and charged me for the Unlimited Plan at 62.05. That was fine but they still had me on the 300 minute plan for service. I spoke to Oscar this time and he said that he could not see where they had charged me the 49.99 plan so he could not change my plan. I told him I had proof my checking account had been charged and could faxt the bank statement in to them. Oscar said I have to wait until tomorrow and call again.

They will only acknowledge a charge to my bank account if they can see it on their end. Once they can confirm that, they will see about moving me to the plan they are charging me for. This has been a horrible problem financially for me. They double charged me, then released and recharged me and donlt have appropriate records. It's scary to think these people have access to our accounts and if you are not watching they will take your money! I think these folks need to be regulated.

Megan of Glens Falls, NY August 13, 2009

A couple months ago I purchased a phone plan with Virgin Mobile. I selected the XTC and picked up a 30 top up card with which I bought 200 minutes for 19.99 and 1000 text messages for 9.99. I had the phone for about a week before I had an issue. I check my texting balance nearly everyday as I was unsure how fast I would go through the 1000- I wanted to know if a 500 pack would be enough. The one day I had 700+ messages left and then the next day I received a message telling me I was out. Hmm, fishy.

I brushed it off even though I was positive I hadn't used them all (that would be nonstop) and added another 20 to my account. Now, I couldn't purchase another 1000 pack in the same month and because of what had just happened I went straight for the unlimited package. All was well until I tried to send a picture message. My account balance was too low. Excuse me? I just paid 20 for unlimited text and picture messaging? I called the customer service line and asked the reason and they told me I had to have 15 cents left in my account to send a picture message.

When I stated I had just purchased the unlimited pack they told me I still needed the 15 cents. I asked if I could add an amount lower then 10 to my account and they told me I could not (I had purchased this in the morning and lost my job that afternoon and was not about to add 10 to my phone). When I said that I thought it was ridiculous that I had just spent 20 for basically nothing they did not care and she was very rude. I gave up and will never pay for unlimited messaging again- I could send pictures on my 1000 pack.

On another subject my phone, the XTC, has an issue with a frequent high pitched beep for no reason at all. I called many times to complain and ask the reason for it. All they ever did was have me reset it. Finally someone said that because it was under warranty they could send me another and that someone would contact me within 24 hours...no one ever contacted me. I have tried to email them about this issue and received no response other than the automated one. I also tried contacting about the other issue and never heard back then either.

My husband also purchased a phone around the same time and we purchased a texting plan for him 2 weeks ago. When you purchase the plan it is supposed to go for a month exactly and it never reset from the last pack so he lost 2 weeks of texting and they won't fix this either. All around bad and rude service, shady, a scam.

Mary of Lancaster, CA August 7, 2009

Purchased a pay as you go plan in July 2007. Did not use all minutes/credit on phone. They force you to top off each month with more money even though there is a credit remaining. I did not want to keep paying the top off until I had used up my credit but customer service said "TOO BAD" and that I would loose my credit and they would not refund any of my credit. My current credit is 43.05. I have since went to a new cell phone provider.

K of NOTTINGHAM, MD August 4, 2009

I purchase a phone in May 2009 from Virgin Mobile, and from day 1 I had no access to my voice mail. Shortly after my service was started, they switched me from an unlimited plan to another plan, even though I had paid for 50 plus fees for the unlimited plan. this consumed more money than was available because they charged me for the new plan as well. I complained and finally got my phone back on the unlimited plan, but not before it cost me even more money.

After several calls and complaints, including emails which I have kept as a record, in July they finally gave me access to my voice mail, but only after I had already lost out and filed with BBB over this matter. Keeping in mind that I have an unlimited minutes plan, Virgin Mobile has chosen to compensate me for my trouble by "giving" me 90 minutes to use on my account. How is it that this is any kind of compensation? I have unlimited minutes, so they really haven't given anything at all.

Furthermore, while I was looking at this website about posting a complaint, what do you think I should see? A banner ad selling services for Virgin Mobile. Isn't that in poor taste? I know that ads are needed to support the website, but running an add for the very company that is being complained about is in poor taste in my opinion.

Clyde of Bettendorf, IA August 1, 2009

Unauthorized switching of text messaging plans by Virgin Mobile resulting in overbilling over several months. Contacted Virgin advisors, assured of an investigation but problem never resolved. Requested to speak to a manager, request denied. Advised only recourse was to wait for text message that they had investigated. If there is a disagreement with their findings, advised their is no recourse, they will not let you call higher up in the chain! Unbelievable customer service.

Mark of Orange, CA July 23, 2009

I was fraudulently billed for a 3rd party "Mobile Messenger" service that I did not sign up for, nor did I in any way agree to. I brought it to their attention and they said that "Mobile Messenger" was a 3rd party and they had no control over the charge. I knew that somebody ( Virgin Mobile) had to disperse the funds to the 3rd party. Upon further investigation I found out that that the " Mobile Messenger" is a business partner of Virgin Mobile's.

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