Complain about a product or service

Virgin Mobile

sumeet of delhi, India July 22, 2009

i want to desubscribe trung tune subscription and i m unable to do that. After calling customer care ,they told me to send a sms to their center but its not working. I m paying 30 rs per month for that which i cant afford any more !

yaytee of orlando, FL July 22, 2009

I Just switched to virgin mobile 3 days ago and i must say i am very disappointed with the service. i am switching back to another carrier. this has been by far the W0RST CELL PHONE COMPANY EVER!! I was supposed to be on the unlimited plan(I Paid for it) and had paid for unlimited messaging(also paid) as well. They ripped me off and not only did they not port my number over from a previous carrier, they came up with a story saying that i can't be on the unlimited plan till 24 hrs. I called back only to be given the run around that a case has been filled out and that it will take 24- 72 hrs. I started service 4 days ago and i have not used my phone ever since i got it because they have me on a 20cents per min call plan and told me there is nothing they can do about it. but were quick to rip me of 70.00 bucks with no service for four days AND COUNTING. i am very disappointed and would warn anyone STAY CLEAR OF VIRGIN MOBILE...THE WORST SERVICE EVER!!!

Brenda of Ohio City, OH July 15, 2009

April 25 thur May 1 2009 virgin mobile took out a total of 187.00 from my account, when I contacted them virgin mobile, told me I changed my plans I told them I never did, noting to the rep Why would I change my plan from total unlimited calling free nights and weekends for 61.61 a month to go to a calling card with only 30 minutes on it and get charged for every call? she was still insisting I changed my plan. I told her I wanted credit for all the extra money taking out of my account, she told me the couldn't do that, I was just out the money and no extra time added to my phone.

Then July 3, 2009 I paid my regular monthly bill 61.61, for my total unlimited, July 12, 2009 I went to make a call and I got a recording saying that my balance was too low to make this call so I got on the virgin mobile site to see what was going on, I seen I still had plenty of time, so I tried to make my call again, and again I got the recording, so I made another payment, then called virgin mobile, and so far I have gotten the biggest run around, everytime I ask to speak to a supervisor I get put on hold for at least 45 mins.

then I finally hang up knowing they're not going to take my call, one advisor told me he was putting in for a refund, because it was virgin mobiles error, it would be returned to my credit card within 24 hours well that didn't happen, so I called again today July 15, 2009 talked to yet another advisor, she told me virgin mobile declined the refund saying I wasn't allowed a refund, this time they got 123.22, I am sick of this, I want to put a stop to. Upon doing some investigating I found serval people have had problems with virgin mobile and are out lots of money. I've got copies of every complaint. Can you help I don't know where else to turn.

Mealnie of Abbotsford, BC July 13, 2009

I have requested a detailed printout of my minutes used between 6-11/2009 and 7/1/2009 and to date have not received this information - should have received by email within 5 days according their Virgin. I have phoned 3 times with different answers each time & today Rafeal told he they don't deal with that - he doesn't know how to help me . . . blah blah blah. I feel I have been ripped off for the 200 minutes that I paid for & just want to check it out - because maybe I am wrong. They seem unwilling to release this information to me.

Bryan of Golden , CO July 13, 2009

I want everyone to know what VM is doing to me. Whenever they feel like it, they use up my minutes by saying I call my own phone number. They auto send messages that tell me that I have no messages (which you have to pay to listen to). I have used my phone for 2 minutes (.40) and my account went from 20.00 down to 17.40. You figure.

Svilen of Mount Kisco, NY July 10, 2009

I am an European tourist in the US. I bought a phone with Virgin mobile and my phone number is 914-299-7305. My first bad experience was finding out that I don't have a Virgin mobile coverage at the address where I was staying, although I was assured by the person who sold me the phone that this would not be a problem. But I was OK with that, because I had my European phone connected to AT&T and I was reachable. I used the Virginmobile phone to make outgoing calls primarily.

But then on 7/7/2009 my phone got suspended. From Virginmobile support they told me that I was using 2 different credit cards to top-up. Of course I did - I replied - This is because your system does not recognize my own credit card (probably because it's European) and this is why I'm asking friends to top up for me.

Then they told me that one of the credit cards owners asked for a refund. I called both persons right away. This was simply not true. Nobody had asked for any refund whatsoever. I called Virginmobile support again and said that this was not true and that my account should be reinstated. The operator said that in order to get my account reinstated, I should fax a copy of both credit card to a fax-number or an email. This was possible for one card, but was impossible for the other as the other person is on vacation and is away from any faxes or the Internet. Furthermore, this is not my problem - I explained. Finally they promised to reinstate my phone within 4 hours. As you may expect, and I wouldn't be writing this otherwise, this did not happen. On the next day I called again and after being forwarded and redirected I ended up talking to an account supervisor. We argued for about 30mins she kept on telling me that I had to lose 2 hours of my time to deal with paperwork and I kept on explaining that what I did was not illegal in any way and that Virginmobile had absolutely no right to suspend my account and deny to deliver the service which I paid for.

Finally the connection broke up because of bad coverage. I am not a conflict person, but what Virginmobile is doing is simply unfair. From a customer's point of view they are taking money and then finding a way to cut and refuse to deliver the service which you charged for. And everybody keeps saying that it's the customer's right that matters. Right now I am left with the following questions, which nobody answered:

1.Even if we assume that suspending a phone because of credit card inconsistency is OK, then why did not Virginmobile reinstate my account after finding out that there is no problem?

2.Why did the Virginmobile live advisor lie to me that one of the credit card owners claimed illegal transaction and asked for refund?

3.Why did the next Virginmobile live advisor lie to me that my phone would be reinstated in 4 hours (although I assume she did that with all best purpose to truly reinstate my account)

4.Why does Virginmobile require absolutely useless paperwork provided that no problem is present?

5.Finally, why does Virginmobile charge customers for a service that is later canceled with an illogical explanation? Is this not equal to taking money and not delivering service from a customer's point of view?

lacey respalie of rochester, NY June 29, 2009

I activated and funded a cell phone for my son. 2 days later they turned off his phone and when i called i was told my credit card was declined. i called my credit card company and was told that wasnt true in fact i was double charged. i called customer service at virgin mobile and kept getting talked over and told to call my cc company it was them not virgin mobile. i waited on hold for 10 minutes for a supervisor that did nothing how can they get away with this. this is costing me more money having to go to court over this. i am out 200.00 dollars for a 40.00 payment to get minutes on a cell phone

russ of Kirkland, WA June 26, 2009

Virgin Mobile claimed to give me 400 minutes for free at the onset of service after I bought their cell phone. They assured me I need buy minutes every 3 months to roll-over the minutes. They lied; they canceled the minutes in 2 weeks time, continually calling me to "Top Up. " Customer service is a joke as they claim I needed to add minutes or lose the ones I owned. Why would I buy more time when I have 400 minutes!? I now have a "paper-weight" that cost 70.00! They lied about the per minute rate, claiming one thing on advertising another when you own the phone. What an evil, deceitful company!!

Customer service uses voice recognition software which doesn't recognize English and the customer service rep has such bad English, they're impossible to understand. What a terrible experience this has been

Tricia of Welland, ON June 19, 2009

My battery was not keeping it's charge anymore and I still had my warranty for it so I called to get it fixed or replaced. The person said that they will send me an envelope so I can send the whole phone to them so they can fix the battery and in turn they will send me a replacement phone in the meantime. This was May 13, 2009.

On May 19th, they called me to tell me that there would not be enough time for them to recieve the phone before my warranty expires and they need to have possession of my phone on or before the warranty was up (May 22, 2009). I argued with them to hurry and send the envelope but they said that it would be faster to email me an express sicker which I must print out and that way I can immediately send it out to them instead of waiting for an envelope. I said o.k. Waited the whole day and nothing was recieved in my email.

I called again the same day to complaint and inquire what was happening and they said that the manager will call me back. Never recieved a call. I called back again the next day (May 20, 2009) and basically just got the run around and that the manager was suppose to call me back. Again, I recieved no calls from them. My warranty expired and my phone only last 1 day on stand-by. I still have a year contract with them and I'll have to buy another battery in order to use my phone.

Approximately 1 week later, I emailed them a complaint and according to their website, they will respond to complaints within 24-48 hours. I never recieved a response from my email complaint.

Diana of Cleveland, TN June 13, 2009

I had two pre paid cell phones for my children ages 12 and 13. In March 2009 I called Virgin mobile to top up and I asked the rep to STOP auto top ups form the phones and she said she would. April, May and June 2009 we were billed almost 2,500 in charges that NEVER showed up in the payment history online at virginmobile.com! In the payment history the charges were only for the 6.95 month charge and occasional 20.00 top up and each month saying we we needed to top up MORE.

My bank statements continued to show debits sometimes 10 per day. After many attempts to speak to a Live Agent at Virgin mobioe over several weeks, and dozens of hang up by the reps, I was told that my request in March to disable auto top ups was not processed because the account manager said Athey tried but that because I had a card on file to cover the monthly 6.95 charge they could not disable handset top ups but they never told me that at the time I called they said it was taken care of and a card would have to be used with V key code to top up! I dont know what happened to the phones, or how we can prove we didnt make the calls and we didnt authorize payments but Virgin Mobile has a 49,95 unlimted plan and Virgin Mobile should have at least alerted me by email that these excessive charges were being billed and allowed me to switch over but the payment history on their website did not show all these excessive payments over 944.00 in one month and 44 top ups. Iam filing a dispute with Visa and anywhere else I can!

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