Complaint Rating:

My husband and I have been customers with Virgin Mobile for some time now. We utilize the prepaid cards service. It works for us at this time for our needs.

In the beginning, we did not have to ever call Virgin Mobile for anything. Everything worked properly, top ups were very easy, bonuses were paid on time, etc.

Then "IT BEGAN" (and it still has not ended): In the past six (6) months my husband and I have had to send back 5 -6 phone units to be replaced by the company for various defects.

One phone developed an orange spot on the screen (was small at first). The mysterious spot grew over a few days to almost cover the entire screen. The service of the phone was not affected, however the information on the screen could not be seen. Virgin Mobile replaced this phone with the exact same model, and withing 3-5 Business days by UPS, and gave us 45 days in which we needed to send back the damaged phone. They even supplied the shipping box or envelope to use all shipping to and from was paid for by the company. I was in fact impressed by this.

Then this little thing became a routine. We were having to have our phone replaced every 3-4 weeks over the past months. It was OK at first, bearable in the middle, and highly questionable later in the months. We were then advised by Virgin Mobile that the phones that they are sending us to replace the phones that we have paid their full-value price for, are reconditioned models and could have a long shelf life or a very minute one.

Virgin Mobile just keeps replacing the phones without a resolution in the works.

I finally shook my head at myself, laughing and wondering why it has taken me so long to admit that I do not want these hassles with this company any longer. We are taking our business elsewhere and soon.