Complain about a product or service

Virgin Mobile

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 May 24, 2006

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 April 21, 2006

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 April 14, 2006

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).

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