Virgin Mobile USA
reviews and complaints

Having purchased a new cell phone, about 6 weeks ago, operating on Virgin mobile USA, I have only been able to make and receive calls intermittently. I have contacted the customer service department several times, but nothing has been done to rectify the problem. On Sunday January 27th, I called again. I was on my land line for 3 hours, during which time I was cut off 4 times. Nobody was prepared to listen to my problems. In the end, I told them that I wished to cancel my contract...to much protestation from them. They refused to refund money which I had already paid for future service, so I told them to forger refund...just cancel ! I received an e mail the following day saying that my contract had been cancelled...and my next payment would be applied to my credit card on February 10. I spoke to my credit card company about this, and they will be giving me a brand new card, so that Virgin will be unable to charge me.

Hello,

I am a Virgin Mobile UAE user. I have requested a transfer of my mobile network to Virgin Mobile. I received a temporary number immediately with the selected plan(minutes and internet data). For the past few days my plan stopped working but my original number is already transferred to Virgin Mobile; i.e. people are able to contact me on my number but I'm not being able to add any plan or access any kind of telecommunication (no minutes, no data).

This issue has been with Virgin Mobile UAE for a while but no action is being taken. It is urgent and very frustrating not being able to call anyone or use internet. I have many services and important calls and contacts to do and everything is being delayed because of a technical team system problem.

Attached is a screenshot of the current Virgin App status. It still shows that the number is in the process of being transferred which is not the actual case.

Please take this matter with the greatest urgency and concern.

Thanks in adavnce
Shahenda Amr

I having trouble with cancelling my phone service after having it for 2/12 plus years a phone my son had been set up for me and its been a nightmare no longer have phone and I'm been charged for service triwce here I'm a senior on a fixed income and don't need this please can someone help me please I don't want to be forced to seek a laywer that's so much

I will be canceling my plan at the end of the month because of hidden charges. I'm on the $35 monthly included with $7 insurance plan.
I just received my bill and was charged $50.66 I called Virgin to find out why I was charged and extra $8 and they said it was state tax.
I will be returning to Metro PCS because with them there are no hidden charges.

wow virgin mobile. what a bunch of backasswards [censored]bags.

Took 14 calls to unlock a phone, most calls averaging in 2 hours in time spent. The last call was sent to the fraud department. Most recent call was with "Lon" employee #ez18437. couldn't give me a straight answer on anything. My questions were simple and straight forward, and she constantly fed me lies, told me i had to go to the store to unlock and provide 2 pieces of ID. not true. Then would get frustrated and put me on what she thought was hold which 1 out of 5 times wasn't hold and could hear her swearing at me and telling me that she wishes that i hang up the phone. All i was asking was for 2 simple company policies so i could better understand how virgin mobile's policies and procedures. I've never felt so discriminated in my life. Clearly you guys are completely homophobic you are no different than bell Canada with a crappy UK accent.

and that... was the worst customer service I have ever experienced in my life.

There is no face to face contact in Perth Western Australia anymore. You ring the number and get some foreign person who either doesn't understand the English language properly or doesn't know the service and therefore don't offer any solutions.
You ask to speak to a superior and they just give the run round and harp back on the inferior information the were trying to give you earlier.
I want to leave Virgin and go to another provider, but I am not prepared to pay out the contract when it isn't being supplied to my satisfaction in the first place.

I have a no longer used phone I'm trying to get uncloaked to give to a less fortunate person. Virgin mobile refuses to give me an unlock code and says they require it BY COMPANY POLICY to be on Virgin Mobile "books" for one year - Really? I paid full price for phone I'm trying to get unlocked, I bought it for full price at Best Buy - no financing involved. I'm still on Virgin Mobile but with different newer, bigger, better phone so don't see what issue is. Their company policy (according the faceless people on the ONLY phone that can be found [protected]) cannot be allowed to trump US law - can it? I tried to talk to someone in charge and got a floor supervisor whose supposed name was Bianca supposed employee number UN3652832 who said she was final stop no one was above her that I could talk to - really? I suspected at least another dozen levels of folks are above her at Virgin Mobile

I can't activate the four phones I need because the local "cell tower is not operating". "If you drive out into the country they may activate".

But "you can go to Walmart to get them activated", they told me.

"No you can't do that " Walmart told me. They only activate new phones.

No other solutions offered to me. There is no Virgin Mobile store to go to.

I need four working phones for a touring group and I guess I will be getting them from a different company.

Hi Team,

I have been calling the customer support to unlock my iPhone from more than an month now and still there is no proper respone from them everytime i call they tell it's eligible for Unlocking and will be unlocked in 48 hrs but after 48 hrs the tickets are cancelled automatically and they raise a new ticket every time. This is the worst service i have used till now. Please help me unlock my phone at the earliest

My ph num : [protected]

The past 3 months I have been getting a ridiculous amount of overage charges that I HAVE NOT been using. Every month I have been on the phone with virgin mobile about this, and last month they lied to me about fixing the problem. I went to apple (I have an iphone) to see if they could tell me where I am using this data or if I actually am using the data, and they looked through my phone and said it isn't me, the problem should now be fixed, but I need to deal with this billing issue. I checked my usage right before my cycle ended and I only went over 64MB, I am totally willing to pay the overage for that and nothing more. I am about ready to leave virgin mobile because this is ridiculous, the customer service I am getting over the phone is not good. I have been with virgin mobile over a year and the past 3 months has been a bad experience.

I paid for a flip phone for my mother-in-law. This was an emergency phone for her incase her landline went out. After she passed, I had over $300 on the phone and wanted to recoup that money. Unfortunately, Virgin Mobile doesn't refund money, but you are able to purchase products from them in order to get the money back. So, I thought that I would buy some of their phones and sell them. I am retired & the money is always helpful. So I did get 4 $49.99 phones from them. After that it was a huge hassel. I would wait on the phone while they checked availability, then they would put an order in. Then a few hours later they would cancel my order. One women said that they only could place an order for 2 phones, when I already received an order for 4. The orders were canceled twice on me. Everytime you are on the phone it is a long wait for them to process the order. I don't like it when a company plays games with you. If you don't want to have someone recoup the money -- Just say so don't waste people's time.

When i am at home using my phone for buisness or pleasure i cannot get any consistent connectivity but if I turn airplane mode off and on I miraculously get 4g lte for a minute or two then back to worthless 3g which literally does me no good. I live in the middle of Moline Illinois and there is no reason they keep bumping me off of the closest cell tower and giving me 3g data that doesn't work one bit. I've sent them many complaints but have never gotten a result. Only empty promises.

I bought a new Apple iPhone X from Virgin Mobile on 08/28/2018 and was unable to activate it for two days, even with support from their customer service reps. I was handed over to an Apple rep where they discovered the Sim card sent with my new phone was defective and I should be given a new one. When I called Virgin Mobile back they agreed I needed a new Sim card-but I needed to go buy one at a Sprint store! WHAT? I will go buy a new card because I want to have a phone to use but I certainly think the new phone should have come with a working card and I should be reimbursed. ALSO-the phone I bought on 08/28/2018 is now ( four days later) on sale for $100 less! I really feel I should be compensated for this price reduction, haven't even been able to use my new phone yet, won't activate without that new Sim card...

My stepfather died in April of 2018 and I called Virgin Mobile to have the money either refunded from his pay as you go account or use the money to purchase a new cell phone for my mother to use on her account.

After 3 phone calls which were all over an hour each, I received different information from different representatives at Virgin Mobile.

In July after the 2nd long phone call I was told that a request will be filed for a full refund and I will be called back in 24-48 hours about the status of that refund. Nobody from Virgin Mobile called back. In August I called again about this issue of and was told that the account was cancelled and money in account was gone. I told Virgin they had made a mistake and needed to resolve it. After going back and forth on this the supervisor hung up on me.

I was never told that the account would be cancelled and never requested the account be cancelled!

I am still requesting a full refund of the money or money reinstated to account to purchase a new cell phone for my mother. I am filing complaints to as many businesses as possible about the unethical practices of Virgin Mobile!

After having being charged for my bill and paid I then had money taken 4 more times the same amount. So $160 on top of my bill. Rang and they said it didnt happen and even my proof of bank statement didnt make a difference. It apparently on the system showed payment rejected. I said it cant be rejected money there and right card number. I was told to keep checking my bank account as my rejected funds would go back into my account. Later that arvo I said no rejected funds there in my account. I was correct and attitude had changed. Operator owned up to the fault well blamed the computer and apparently it happened to a number of people. So after being told my money would be back within 24-48 hours I just received a text message saying it would be back within 5-7 days.
That was my grocery money and electricity bill money.
Not impressed there is no other money for me to use.

cancelled my phone service only a few days after my June payment was auto debited from my checking account. Asked for refund as I would not be using the phone in June and was told it was not possible to refund. When I questioned this I was told that the phone service was terminated before I asked for a refund so I was not due a refund. I find this absolutely ridiculous and have made sure everyone I know is aware of out right theft on the part of Virgin Mobile. my phone # was [protected] I can also be reached at [protected]@aol.com

I would like to know if there is a class action lawsuit regarding their unlimited Nationwide data or any of their unlimited services.

I feel completely lied to buy this company and I was a loyal customer for YEARS.

I inquired as to why I did not have the ability to switch on data roaming on my phone...

Their response was that there is no service where I am currently located.

SERVICE was not the problem until I contacted them as to why I can not turn on my roaming features.

They just kept telling me I do not get service where I am. YET somehow miraculously I used up ALL 50 of my data roaming minutes. 50! With service I did not have according to them which could not be remedied and which no more minutes could be purchased ... With my already paid for unlimited data plan.

And then I ask for my MSL code to which they respond they cannot give me over email and I just call them. HaH! On what shall I call you? My paperweight of a phone I paid for service I can't use that worked when you said it couldn't but now doesn't since I asked why I can't turn featured on from my phone

I am so very happy to be cancelling my account with Virgin Mobile. This company has made it quite clear they do not want my business.

I had been with Virgin Mobile for many years, and I know they've been dying to get rid of me because I don't go for their most expensive plans. So if you are a light phone user, I'd especially say DO NOT use this company.

Since they do not treat all of their customers with the respect they deserve, I'd prefer to recommend you do NO business at all with this company.

I can tell you now it is so refreshing to go somewhere else and be appreciated for the money I spend with that company! Good-bye VM!

I renewed my monthly bill on 5/2/18. Since paying my bill I have not been able to receive text messages or even answer my phone, and make phone calls. I was unable to call virgin mobile due to the situation.
I contacted them by email with no resolve. I asked them for a full refund but they responded by telling me that I used 45 minutes and they do not give refunds if more than 15 minutes of service was used.
I am supposed to have unlimited talk and text but I have no service at all. I was stranded in another town because I had no service and they refuse to fix the problem and compensate me for my loss. They are focusing on a bullcrap policy and I feel that if someone paid for service that they are not getting, you give them back their money.
I want my money back.!
When I first purchased my phone, I hadn't had the phone a full week before it malfunctioned and they refused to issue me a new phone without me paying them for a phone that I had less than a week.
Month after month, nothing but problems with my service. Enough is enough! I should be asking for my money back from every month that the phone didn't work. Now I just have absolutely no service whatsoever and they are lying saying that I used my phone. My call log and theirs is completely different.

I ported my old number [protected] in may 2014 to Virgin Mobile. All was fine until I left US to take care of my Mom and was not able to log in into my account and top it.

I tried everything over the internet and your website and all failed. There was no phone number anywhere... Finally after frustration I found an 888 and was told they cancelled my account 2 days ago... I asked to rein Tate it as my life depends on this number which I had for 30 years.

The customer service were rude and not helpful. I demand my number and account reinstated as it was your fault I was not able to log in and to up my phone. I will give you 7 days before fill-in g a law suit for fraud and damages... Thank you, Aviva Aranovich
[protected]@yahoo.com