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2.3 233 Reviews

Virgin Mobile USA Complaints Summary

76 Resolved
157 Unresolved
Our verdict: Engaging with Virgin Mobile USA, which has a below-average resolution rate, demands caution. Thoroughly assess their service reviews and explore how they handle unresolved complaints. If you encounter issues, document your experiences meticulously and be persistent in seeking resolutions.
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10:16 am EST

Virgin Mobile USA Horrible company horrible customer service horrible cell service

I've been a customer of Virgin Mobile for almost two years now, however that will not continue.
In December of 2014 I paid my bill and a month later I received a text message saying I have used all my data now my speed will slow. This was odd so I gave customer service a call.

The young lady, with customer service, apologized and informed me that this was an issue on their end and said she would restart my data plan and escalate the issue.

The next I received a text message with the same message so I called again and the lady I spoke with said that the lady I spoke to the day prior did not restart my data plan, however she would take care of it. Two days later I receive the same message so I call again, because my data usage has been the same as it was during the almost two years of the service and I have never ran out. I speak to the man and explain it all over again. He states that there is nothing he can do since I have used all of my data. I start to get frustrated because of course he did not listen to a word I said.
He then states that he cannot restart my plan and suggests that I switch cell phone providers. I was also told that my data usage was because I decided to buy a 4G cell phone instead of a regular 3G cell phone. (REALLY)

Fast Forward to January.

I intended to switch cell phone providers, however I did not have enough money to buy a new cell. I pay my bill at 11am on January 12th and on January 13th I get a message stating that I have used up all of my data. I call and the manager I speak with said she was going to restart my service and of course she did not, so when I called back to let them know that my service was still slow the man I speak with tells me that he has no record of my call from the previous day and tells me that since I have used up all of my data that I would need to pay for a new month of service.

I can't deal with this place and their horrible customer service anymore. I would rather be without a phone. They make me wish only land lines existed.

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7:38 am EST
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Virgin Mobile USA 14 day no hassle guarantee-right!!!

Been A customer for several years. I had to order a new phone as the one I had (for 2 months) got stolen. The replacement they offered was not comparable, but a bottom line phone. So I purchased the HTC Desire 816. 2 days after receiving the phone I noticed they had put it on sale, so I contacted Virgin via email and asked if I could be credited the difference to my account or did I need to send it back as per there 14 day no hassle guarantee return policy. They told me to send the phone back for a full refund and would be sending me a bag to return it in. I waited and waited, no such bag arrived. I contacted Virgin and they informed me they couldn't send the bag as no RMA was issued and the 14 days have expired. I will never spend another dime with this company and the sad thing is I referred several friends and family in the past. No Longer!

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Virgin Mobile USA phone call over charging

I have two mobile phones one acct that is new, the other one that is about two years
Both bills over almost 300 dollars.. I called them both times to tell them for the month period of june to july that many of the phone calls are not mine.
They didn't want to listen..I paid the first bill of 3 hundred because they were going to cut my services..but now with my 2nd phone..they have done it again..calls that are not mine for the same period.

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Virgin Mobile USA porting problem

I asked Vodacom customer care East Rand to port my pre paid cell no [protected] to Vodacom from Virgin Mobile on 8th August 2014 they said it would be no problem and I would 'probably" get my air time of R179 transferred as well. After the number was ported to Vodacom I did not get my airtime transferred and I am not able to receive calls or sms s from any MTN cell numbers. I asked Vodacom customer care East Rand about the problem and they said it was not their problem so I asked MTN customer care and they said it was not their problem either so I contacted Virgin Customer care on [protected] from my Telkom Land line on 13th August at 2.39pm and Carol told me it was a Virgin Mobile problem and their technicians would fix it, but it would take about 24 hrs. I called Virgin Mobile customer care again today to find out why its still not fixed and was told by a very abrupt Mandy Mantipha that it is not a Virgin Mobile problem because the number is ported. I would like to know why Virgin Mobile are allowed not to refund my air time and why are they blocking the number from being reached by MTN numbers.

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They called me and assured me that they were not blocking my number in any way and told me the problem was with Vodacom. Their response was quite prompt after I had complained because at first they did not seem to be too sure about who was responsible for my porting problem. My airtime of R179 was finally refunded by Vodacom.

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Virgin Mobile USA sold defective phone, no service

I purchased a Samsung galaxy 3 for $259 on virgin mobiles website. Within days I couldn't hear anyone I was talking to on the phone because it kept breaking up, my text messages failed and I'd have to resend them at least 7 times. I have zero bars but according to them I am in an excellent coverage area. And when I get on the internet it loses the connection after 5 min. I asked for another phone since my NEW one was still under warranty. You know what they sent me back? A USED refurbished phone worth a whole lot less than what I paid for my new phone. I demanded they send me a new phone like the one I sent back. No, I've been told over and over by the script readers in Mexico that they can't send me a brand new phone. However, on the phone when I was activating the "replacement" phone I asked the advisor if it was new and she said yes. When I had the same problems with this phone I was told by the "technical support" guy that it is a new phone and that they take them out of the box and highly test them and send them out. I asked then where is the new box (they sent this phone in a plaine white box with just the phone and battery in bubble wrap. They are the biggest liars ever. I have at least 10 emails from them saying there's an outage and they don't know when it will be fixed, there was an outage and it was fixed on 5/21 (that guys name was Carlos...a supervisor" then I was told that the towers were never out. They string you along and lie. They are pathetic. I would never refer anyone to this phone company. They sell defective phones

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Virgin Mobile USA activation

Cannot activate new line of service, get this error message:
The activation system is currently not available. Please try again later.

To activate via phone, please call Virgin Mobile At Your Service at [protected].

Will now return my phone back to Best Buy and activate a new Verizon Wireless. Virgin Mobile screwed itself up. I guess they do not want any new customers. Oh well... Hello Verizon!

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5:48 am EST
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Virgin Mobile USA contract freezing

I was phoned, that is to say actively sold a new upgrade package for my phone around 5/6 months ago. At that time I already knew that I would be moving to Colombia with my girlfriend at the beginning of December for at least 8 months. Therefore, I was concerned about signing up for a new contract because I was told that in order to cancel it I would have to pay the full amount of money for the remainder of the contract, which obviously I was unprepared to do. However, a member of the Virgin mobile staff repeatedly responded to my concern by saying that I would be able to freeze my contract when I leave for Colombia and restart it again on my return. After he assured me that this was the case, I decided to sign up for the new contract, which, I will repeat, was actively sold to me with the understanding that Virgin were updating all their customers with basic contracts.

Now, when I phoned Virgin customer services recently I was told hat I could not freeze my account, and that such a procedure was only carried out for soldiers. When I explained that I was told otherwise when being sold my current package, and that the only
reason I accepted this new package was on the understanding that I could freeze it while I was away, I was told that 'there was nothing they could do'. This is not good enough since I'm not prepared to pay
for my contract while I'm away and not able to use it!

After making the above complaint to Virgin mobile they replied with a letter saying, once again, that there was nothing they can do. I have since tried to call Kris Offlands, who wrote me a reply letter, on three separate occasions only to be told that he is out of the office but will get back in contact with me. He has not yet even had the courtesy to reply to my calls. Don't sign up with Virgin Mobile!

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8:16 am EDT
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Virgin Mobile USA water damage?

I recently sent my phone to get repaired as it was switching itself off, randomly ringing contacts and the screen was freezing that I couldn't go back to the menu or on anther page. It came back unfixed and when I rang to find out why I was told there was water damage and its not covered under the warranty, also my insurance said they wont cover it unless I paid £70 excess fee and then they will replace the phone. I was gobsmacked as I take care of my phone with a casing and screen protector and don't have it in the bathroom or use it in the rain. After a few phone calls to try and sort it out which didn't happen, I then cancelled my direct debit but still kept the payment in the bank until I get something sorted as I am not happy because Vodafone did exactly the same. I am not paying £70 excess for something that should have been fixed and cant understand how there was water damage. I am looking into this to take it further. Robert

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Virgin Mobile USA change of ownership due to the death of my husband

My husband passed away, I contacted Virgin Mobile to let them know, explained I wanted to take over the phone as the number means a great deal to the family, we have had the number for years.
They asked for the Death certificate, Drivers license, and Medicare card from me to be faxed to them, I did so and also with that provided my Birth Certificate and Marriage Certificate to show that I am the person they are speaking to, proof of that.
4 months later, the phone being barred twice during this time and many calls to Virgin, each time asking to speak to my dead husband, I still have not got this sorted. This has to be the worst time of my life and Virgin Mobile just dont get it, they now say they recieved the faxes but not all of it and I have sent them three times, how can you recieve three pages instead of 5, three times please... just so happens its the same pages all the time. Today they say that they have the death certificate, yet last week they sent a nasty letter to my dead husband and tried to tell me today they didnt send it. How much have I got to do to get the customer service to help me, I am so shattered and distraught, I really should not be going through this. Virgin Mobile has a lot to explain..

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Virgin Mobile USA bad service

I now have no phone service thanks to Virgin Mobile. I wanted to upgrade to a smartphone, from their service to the upgraded service. The upgrade failed. The old phone won't work. The new phone won't work. I'm out of luck with a sick mother who is 85 years old living 400 miles away. I will go get another phone tomorrow and do what I can to send this phone back. It may not be the phone but I'll never use Virgin Mobile again.
Basically only deal with Virgin Mobile if you really don't need a phone. If you actually might need one, don't count on it.

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Valerie
Valerie
, US
Sep 17, 2008 11:07 am EDT

I have had a Keocera K9 for years. About three or so monthes ago I decided to buy a newer model and update my phone. I bought an LG Flare, because I had no problems with Virgin Mobile before. First I tried to activate the phone and it would not work. I was told by customer service to call during the day time, as it was very late at night when I did this. Thier customer service is supposedly available 24 hours a day. It took me three days and four phone calls to activate my phone. When I tried to use the web browsing feature, it would not work. I called the customer service number and emailed their website so many times I honestly can not recall the number. Over the past three monthes this problem has not been fixed at al. Each time I speak to a new vioce who has no clue what is wrong and has no record of any of my other calls. The other day I was looking at the graphics that came on the phone when the screen turned white. I turned the phone off then back on again. The screen said hello like it always does, did a little virgin mobile intro like it always does then it went black and repeated this process over and over again. The only way I could turn the phone off was by removing the battery.

Valerie
Valerie
, US
Dec 04, 2008 7:28 am EST

I am an existing customer with virgin mobile the past few months. I have to warn you about their practices and service. First off I purchased a couple of their cheap phones called a Kyocera for 19.99 @ Walmart. At witch time i asked about pix text availablility with this type of phone. I was told they were not sure. So i took time to actually call Virginmobile to make sure the phone recieved text including Pix text. I was told that the phone was capable of recieving pics by a Virgin mobile rep. After the rep went and supposedly checked the phone functions. So i then bought the phones. After witch, we found that not only the phones terrable with dropped calls. It did NOT recieve pics! After contacting customer service @ Virgin mobile. By the way it took over 5minutes to do so. I was told there was nothing they could do. Even tho it was one of their own reps that gave me false info. Well I was already on a monthly plan. and at the timemoney tight. So we kept the phones. We got exactly what we paid for. Cheap service from a cheap phone. So soon after I upgraded to a Flare phone. I figured it may permorm a lil bit better than the cheaper phone. And @ the time again, money was tight. The Flare phone seemed to have issues, keeping or holding a signal. Even if it was sittting still in our living room. So we determined that the Flare reception was actually poorer than the first phone we bought. Well all the while I am calling their customer service to try and work things out.

No matter what my issue was.

Weather it was so many dropped calls?

Or getting my messages over 24hours later?

Them charging me for minutes I did even use. Like charging me minutes to call my own voice mail, even though I call from a land line. Or my timer on the phone will say 7:00pm and my minuts are suppose to be free. Yet I got charged on serveral occasions. A minute here or there. Funny how EASY their web site is set up for you to order phones. Very user friendly. Yet you cant get anyone one the phone, and when you do they have no power to do anything. Are reluctant to give you any information about their name, employee number or anything. THe majority of them are not even stationed iin the USA. THey are in the Phillipines, and talk with an accent. If its VIRGIN MOBILE USA, WHY am I talking to someone in the Phillipines, who can barely understand english, let alone care about my fustrations with the company! THAT SUCKS! NO REALLY IT DOES! I'm sorry, i lost track...So let me bring you up to speed. I contacted VirginmobileUSA prior to the end of OCt, 2008. I explained to thm I noticed online that they said I had only a couple of daytime minutes left. Yet I knew I had more than a week to go before monthly billing. I told customer service I was calling and had three concernes. 1. because I was not happy with the Flare phone and how I had been dupped into purchasing the first phone. I also stated that the current phone I was useing "FLARE" was unacseptable and wanted to maybe give it back and I would pay difference to upgrade phone. 2. THat I had paid for text message and had not recieved any text.

3. I felt that if I had been a customer for several months, and had minutes left over every month that they TAKE away. Could they extend me maybe 10-15 minutes to be sure i dont go over. Thats the least they could have done I figure. Seeing that I am a cutomer who pays antime ect. Nope Not Virgin Mobile

1. Reguarding the phone. I was told there was nothing that could be done and if I wanted to purchase another phone they could sell me one.

2. Reguarding my text. At first they said they see wher I paid prior to November. and I was billed for text. Yet I never recieved a Text on Flare phone ever!NEVER!

They made me pay for a new phone. Even tho the Flare was almost new. I felt forced to buy a more exspensive phone. Because they would not do anything. She told me if I bought a "ARC" camera phone. THE SUPERVISOR mind you in Malasia. Told me she could sell me an ARC phone for half price. The phone sells for 49.99 online but if I buy it from her, she would charge me the 49.99. But then put 25.00 of that 49.99 back into my VirginMobile account. EVEN THO I WANTED MY MONEY BACK IN CASH. I HAD NOT MUCH CHOICE BUT TO AGREE TO TERMS. I STAYEd on the phone while she set me up to mail me the new phone. ANd while she added the 25.00 to my account...

I got my new phone a few days later. After I had passed thru Target and noticed the same ARC phone I jus bought eselling at Target for only $30.00...

Well I got my phone two weeks ago. Around the same time new billing started.

When I went to activate the Arc I noticed that of the 25.00 credit that was suppose to be in my account their was only 23.15? I asked about it. And it WAS determined that I was not suppose to be billed for text, cause I paid for texting. And so they changed somthing said I would not be billed for text anymore. But that they could not refund my money to me @ THAT moment because they have to inveestigate or somthing? I said to the operator. Why do you have to investigate when you just admitted you made a mistake. Then you dont want to give my money back? He said it would be back in my account less than a week. IT WAS NOT IN MY ACCOUNT AWEEK LATER. And to futher make it worse they took more money from the 25.00

Now I call them up...it takes forever to reach a real supervisor who is no help. I say to them. I am calling about the missing funds from my 25.00 credit? THey tell me There is no RECORD OF THEM OWING ME 25.00 And that I was charged for text before my switch. And that they dont owe me any money? THESE FREAKIN CROOKS! WHAT DO THEY THINK I HAVE NOTHING BETTER TO DO THAN WASTE MY time mastering some sort of sceam to get 4.00 or a few free minutes? I have never been more frustrated with any company. AND I HAVE NEVER FELT RAPED BY A COPMPANY TIL NOW!

I asked them stop the auto pay from my account. They told me if I want to cancell my service. ANy money in my account and all minutes are theirs. AND THEY WOULD NOT OWE ME ANYTHING?

What is a consmer to do in a sitiation like this. When all of our companys outsourse all their work, and start a policy or protocal that does not hold them account ble. And lets them RAPE or ROB their customers!

We are american citizens! And we deserve better. Any company who is allowed to do this should be shut down.

If I take money from someone, by force, trickery, I would be going to jail. And i feel that someone in that company should be going to jail.

If I cancell my phone now. I am out of

4.00 they already took and claimed was never there.

21.00 in credit. It was jus away for them to lock up my money so they can steal it with their POLICY.

And i would be out a phone and over half amonths service. because they have been paid for NOVEMBER already.

AThats over $50.00 not even counting all these cheap phones I'm stuck with.

I wish i could take em to court for all my money and mental stress!

If anyone from Virgin Mobile USA is reading this! I wil see if I can get a lawyer to help me. and many more like me I'm sure you done wrong!

MAybe I will take this to YOUTUBE and solicite help There?

For anyone else reading this. DONT GO TO VIRGIN MOBILE!DONT GO TO VIRGIN MOBILE! DONT GO TO VIRGIN MOBILE.

YOU BEEN WARNED!

VIRGIN MOBILE: GIMME WHAT YOU OWE ME. My money, and my respect! You want me to stay calm while you rob me? NO I'm sorry cant do that! I have to make NOISE!

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Surp
, US
Jan 13, 2011 12:00 pm EST

I have virgin mobile for my cell phone provider, and its pay-as-you-go. so i have an option to charge my debit card whenever im low on money.

So two months ago, i got a charge on my bank statement for $21, but i didnt recieve any credit or anyhting. so i emailed the comany and asked what it was about, and that i wanted my money back. they said they have no record for the charge, so i cant get my money back. so later I emailed them again and asked, hoping for a better answer, and they told me that nothing has changed since the last time i contacted them.

how come they can keep track of my complaints, but not of when they charge me random fees. and in addition they claim to have live costumer service, i've called numerous times and never once heard an option to talk to a person, always a computer.

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tinagary56
perris, US
Jan 25, 2011 1:18 am EST

bought a prepaid phone from virgin mobile for my daughter for christmas bran new and 3 weeks later it broke it wouldnt charge and there was nothing they could do about it but send it to get fixed they should have replaced it with a new one and they were very rude

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Virgin Mobile USA defective mobile phone non replacement

I purchased the white samsung galaxy s2 cell phone online from virgin mobile on February 13, 2013. On March the 5th the touchscreen began to freeze up. So I took the battery out to restart the phone. It seemed to work, but then it began again and started to get hot in the process. I would then leave it off for a while. The problem seemed to get better but by the 7th my web was down, no messages were coming in regularly and none of the picture messages were going out. I still have pictures messages in phone that says they are downloading three weeks later. I called virgin mobile on the 8th of March and spoke with them i would recieve a replacement phone within 3 to 5 business days by fed ex. After the fifth day I called virgin mobile and the same thing spoke with live advisor whom said to talk with technical support which I did same thing, would send a replacement phone. I called on the third day and spoke to someone else I told them why keep reseting the phone and still getting the same results a phone that isn't working. I also sent emails regarding the replacement of my phone and all was said was same thing. I even spoke with supervisor who told me i would be receving replacement phone. I called again three d ays later same thing. still no replacement phone. then I called and they told me that no one has placed an order in for a replacement phone and that after checking to reset phone they would send me a replacement phone in 3 to 5 days and I was very angry sent out another email. Called once again and then was told the reason I have not received a replacement phone is because technical support was having problems with their computers it would be seven day and they would investigate the problem. Now they tell me they haven't sent replacement phone because they are out of stock and will send it as soon as they get some in, But they are still selling the white samsung galaxy s2 phone online and yet they are out of stock. It is almost a month and I am still without a phone inwhich I spent almost $300 for. The only thing I can see is that they are running some type of scam for some reason. I have come to the end of my rope with virgin mobile. I really don't understand this at all I have been a customer with them for almost three years and have never had any problems. I guess i should have bought a different type of phone are maybe it is just the phones they sell online.

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carrie pennington
montgomery, US
Aug 24, 2013 8:25 am EDT
Verified customer This comment was posted by a verified customer. Learn more

I have a KYOCERA EVENT phone my phone has been off for 5days it just shut down on me an never came back on i have taken the battery out so many timesan did a reset it still does the same thing . it stays stuck on on virgin mobile logo. i call virgin mobile so many times to get me a replacement phone they told me they could not send me one cause i have no money on the phone i never heard of that ! i keep a plan on my phone an sometime am late but this is a prepaid company my payment was due on the 08/12/13 . i talk to the supervisor he also says the same, i told him how can i put money on a phone thats has completely shut down on me ! he say to call from another phone an they will put my money on the replacement phone an will send it to me. thats crazy i been with with virgin mobile for about 8or 9 years i never had problem recieving a replacement phone before thats what i told him i also told him i did not see in the refund an return policy where it says u have to have money on your phone to recieve a replacement phone. but he says it something new yhet had for about 2 months an then he said we always had it we just start enforceing it . which one is the truth? I'm very upset by this matter i have a phone i cant use . an I'm not going through all that trouble to call from someone else phone cause you want money on there before i get a replacement phone excuse my words thats ### !

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Virgin Mobile USA payment information

Approximately 1 month I was not able to access my payment history. I was told that it was due to a computer system upgrade but it would be repaired in a few hours. Today I have checked again and the problem is still there. After 1:11 on the phone with Virgin Mobile the problem is still not resolved and all of the explanations and excuses for the problem are the same as the last time I called.

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Virgin Mobile USA promotional scam

First of all let me say...I have a landline, I only utilize the cell phone if I am going out since it's good to have if you ever need a phone. I don't have a fancy smart phone just a very basic phone through Virgin Mobile...I've had it for a few months now...and I just add minutes as I need them in minimal increments. The succeeding is the email conversation I have had with their, "customer service" department. At this point I am simply pissed and engaging them on the principle of the matter.

The product type submitted by the user is prepaid.

The subject submitted by the user is Top-Up.

The message submitted by the user is:

I topped up my account and used "Top-Up PIN [protected]" to add an
additional $10 and I do not see that as having been added. Why is that?
I did this on the 18th as a promocode and that was ineffective. I did it
today online under "top up pin" and yet see no reflection on my account.
Please rectify.

Thanks for contacting Virgin Mobile Customer Care.

We confirmed a payment made to your account for $10 with the PIN you
provided. This payment was made on 1/31/2013 and left a total balance of
$18.35 in your account. We do apologize for any misunderstanding this
situation may have caused you.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us from 4am - 9pm PST seven days a week. As a
reminder, please include your Virgin Mobile phone number and PIN on all
replies.

Thanks,

Clell B.
Virgin Mobile At Your Service
www.virginmobileusa.com

I already had the $8.35 on the account the top up was $10 so there is
the $18.35 on the account. The additional bonus of $10 using the code
that was given to me was not applied as it said it would be if I used
the pin before midnight on 01/31/2013. The total that should be on my
account now is $28.35 which would be the amount initially on the account
of $8.25, the top up balance I added of $10 yesterday, and the
additional $10 which the message said would be added if I topped up
utilizing the pin given prior to midnight yesterday. I did as a matter
of fact top up prior to midnight so therefore my account balance should
reflect accordingly the amount of $28.35.

Thanks for contacting Virgin Mobile Customer Care.

We are sorry that you are having problems because of this
misunderstanding.

We have reviewed your account and our records indicate that you had
$4.65 left on your account on 1/18/2013 when you added $10, so your
balance was $14.75.

Since you continued using your phone, your balance went to $8.35 on
1/31/2013 when we added the $10 promo code and your balance was $18.35.
Remember that the PIN [protected] is the promotional air time we
sent to you.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us 4am - 9pm PST 7 days a week. As a reminder,
please include your Virgin Mobile phone number and PIN on all replies.

Thanks,

Lilliam R.
Virgin Mobile At Your Service
www.virginmobileusa.com

I am hardly daft and I do not see how my balance is only 18.35. If my
balance after 1/18 was 8.35 and I added 10 that is 18.35. By entering
the promo pin it adds an additional 10 to the account. My question is
where is the additional 10 reflected. The math is 8.35 was on already,
10 was added by me in a top up, the combined total would be 18.35 of
what I added. According to the promo an additional 10 would be added if
I topped up with at least 10 myself...10+10=20+8.35+28.35

Thanks for contacting Virgin Mobile Customer Care.

In response to your concern, we have reviewed the account identified
with phone number #######. At this moment there is no promotion
available to be applied.

Our promotions are good for a certain period of time. In this case, the
promotion may be expired. Unfortunately we are not able to apply
promotions that are expired. We apologize for the inconvenience.

If you have another Virgin Mobile account for us to review, please reply
to this message with the phone number and the account PIN to access it.
We will verify whether there is an active promotion in it or not.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *86 from a Virgin
Mobile handset). You can reach us Monday through Sunday from 4:00 AM -
9:00 PM PST. As a kind reminder, always make sure to include your Virgin
Mobile phone number and PIN on all replies.

Thanks & Best Regards,

Shannon B.
Virgin Mobile At Your Service
www.virginmobileusa.com

After reviewing the proceeding emails you will see that I did the promotion prior to its expiration which will aptly reflect on my account statement as well. I am not asking that an expired promotion be made retroactive for the current date. I am asking that a promotional code used within the time frame prior to its expiration be honored. As it will clearly show on the emails and my account statement the additional $10 promotional offer after penultimate top up was not applied. My account reflects the balance I had on it of $8.35 and my top up of $10, showing the balance of $18.35, that is directly reflecting personally my activity and contributions not promotions of your company. In order to properly reflect the promotion which I used prior to its expiration the account would have an additional $10 reflected therefore, making the balance $28.35.

Now...I am awaiting a response.

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Virgin Mobile USA cancelling contract

I have been trying to cancel my Virgin Mobile account since 11th September 2012. First of all, trying to phone in to one of their call centre numbers: 123 126 or 129 - either it rings once and then just dies on you, or if you finally get through, there is some 'robot' at the end of the line. I requested my account to be cancelled because Virgin Mobile decided to close their Somerset West store and not bother to tell their clients. When I asked what their contingency plan was - I was to go to Canal Walk (40 minutes away!). After thinking that I had successfully requested my contract to be cancelled by phone around 10th September, I got some idiot phoning me to tell me he believes I want to upgrade! I requested the full settlement amount as I wanted to pay up my contract then - they gave me only the price of the handsets (2 phones attached to my contract) - so I asked again - still waiting for that response! On 22nd October I managed to get through and spoke to a Mr Dlamini at collections who calculated what the outstanding settlement was, and I paid it in full, reiterating that I had requested a cancellation over a month prior. He said the numbers would then go onto pre-paid and I could then have Vodacom import my numbers. When Vodacom tried to import my number, they couldn't. It seems now, that only one number has been ported, but my number is allegedly still bound to contract (which I have paid up in totality!). I warned Virgin that if I don't get somewhere with this, I would go to the press, Halo Peter and others so that people are aware of the problems they could face, should they enter into a contract with Virgin Mobile. When you do somehow get through to them, you have to do the necessary security checks which is quite understandable. ... but when you get put through to this person, that department, etc and have to repeat yourself, it is so annoying! Then you usually get cut off. To-day I requested to speak to someone of management status. Conveniently in a 'meeting'! I had to wait almost 10 minutes to be transferred from customer services to cancellations. I have lodged a complaint on their 'getclosure' section - and it takes days for anyone to respond. How can a mobile network not just pick up the phone - someone from management - to call me instead of hiding behind their call centre staff who end up getting the tsunami mood from irate customers? All I want is to conclude my relationship with Virgin Mobile. I think the easiest is just going to be to get another number. My number is personal to me, but flip, I may have to due to pathetic and apathetic attitudes and concrete thinking processes, have to ditch my number in favour of a new one! Enough is enough, seriously, something has to be done because I can't be the only one in this position with the provider. Most likely why their call centre is off line or over-arched with calls.

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Virgin Mobile USA broadband2go is a scam!

We bought an Overdrive Pro device from Virgin Mobile's Broadband 2 Go 3G/4G Internet service, and discovered it was a complete waste of $200+ dollars! The first month is worked great, although the speed wasn't the greatest, it got the job done. We bought a $55 top-up card when the new month started and continued using it; one week into the second month the device BROKE! I turned it on, and it couldn't find a wi-fi signal with Virgin Mobile (Sprint's) cell phone towers. I called Customer Service, and a rep informed me it was due to an outage in our area! This continued on for three more days, NO INTERNET ACCESS WHATSOEVER! When I tweeted them on Twitter asking about an outage, they said there were none. I was told two different things by phone support and social media support...talk about confusing and unhelpful!

Four days later, with no Internet I was getting desperate! I called again, and the rep told me, after some research into my device's activation settings that the Overdrive Pro WAS DEFECTIVE - OF WHICH WE WASTED $150 ON! She said we'd need to return the device to the point of purchase to get a refund. NO WAY! So basically, we'd walk away with no refunds or anything...

I called and left a message at Virgin Mobile USA's corporate office direct phone number. The next Monday I got a call, saying they'd refund me $55 in check form and I'll receive it in 4-6 weeks. THANK GOODNESS!

Bottom Line: DO NOT USE VIRGIN MOBILE, they sell defective products and the customer service isn't very helpful, either. These folks (Sprint, ) obviously do not care about the customer. But, they are refunding me $55 dollars, so I do credit them and thank them for that! But, avoid this hassle and failure of a company. If you need Internet, go with your local phone company or another ISP. Virgin Mobile and Sprint ONLY WANT MONEY, and could care less about their customers, especially since they're selling DEFECTIVE DEVICES...THIS IS A SCAM, using the "bait and switch" technique. AVOID THEM AT ALL COSTS!

Over and out...

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lizal
, US
Aug 27, 2012 6:21 am EDT

It all makes sense now.

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Virgin Mobile USA horrible customer service

Recently bought a new iphone 4 with Virgin Mobile. The new phone's 3g data service never worked. I called customer service 8 times in 4 weeks trying to get a resolution to the problem. I was told 4 times someone would call me back with 2 business days. 28 days later, I"m still waiting. Unbelievable. I cannot recommend this company or service. Richard Branson should be ashamed to tie his virgin brand to this poor service. I'm switching providers this week!

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Shawnda Murray
,
Apr 24, 2007 12:00 am EDT

I purchased my cell phone on 4/19/07 and the plan 59.99 600 anytime minutes and unlimited nights and weekend I spoke with kate she help me over the phone and when I hung up the phone with her ,I received a text stating that my balance is low and i need to to-up called back [protected] and spoke to john of said that he is sorry about that he will take care of my phone plan i asked for a confirmation or last name they state that they dont have or need to provide me with that just wait 10 minutes and my phone will be working I waited 15minutes and called back and spoked to joseph and he apologized and assured me that he would take care of the problem and i waited 1 hour and still could not use my phone so I called back and spoke to brad and he told me the same thing and that he apoloigze and the someone changed my plan and that i lost my $62.00 ,someone changed me over to the 18 cents a minute plan I was explaining to him I just spent $85.00 dollars in wal-mart and you are telling me my money is gone then said that its not him problem and was very rude and transfered me to someone else jackolen she states she was in the customer care department and that she she where someone made an error and that the only thing she can do for me is put a request in to have it reviewed and that takes 3 days so i would not be able to use my phone until Subday I asked for a supervisor ans she states that I do not need to talk to one and theirs no one else her can help me I kept explaining to her i just spent $85.00 and can not use my phone she finally put Jason which she stated he was a supervisor and he see the error that was made and their is nothing that he can do ether but send an email to another department to refund my money back so I waited until Sunday spoke to the Jason which was a well he states another supervisor and he said give it until Sunday after noon and he assured me that it would be their by noon time I waited until Monday spoke to Jake which was another supervisor he brush me off and said that he only can give me a temp credit until it posts give it until noon time again and he would send another request again I asked well you are the 3rd supervisor I have spoke with I want to speak to a manager he stated that their are no managers they are the manager and supervisor they are the highest in the company and he have done all that he could do I waited until Tuesday 4/23/07 and spoke to another supervisor Chanel and she stated that I was missed informed about everything i asked her for an manager she told no I dont need to speak to any one else I tld her well virgin mobile says that they have top and very good customer service and I have only been getting the run around and no one wants to take ownership of nothing so she put another supervisor Jason on the phone and he tells me he both a manager and supervisor and that they can not refund me my money if I want to complaint I can write in or go on the website which ether or doesn't do anything.

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gloria dean
, US
Mar 12, 2012 10:40 pm EDT

my daughter called to inquire about a charge on her credit card from virgin mobile the rep took it upon herself to send it to fraud even after my daughter called back to say the charge was for my internet service it took over 10 days for me to get my service back on at least 120 calls my daughter has the name and id of 27 customer service reps including supervisors these people are idiots and they must make 1.00 per hour more than what they are worth this company should be shut down or they should retrain and look for someone else more qualified to run this company plus my daughter had to spend money to fax them copy of her id and cc card numerous of time and they would not credit us for the time lost . terrible dont use this company ever.

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Josh
, US
Jun 18, 2010 1:22 pm EDT

Each month Virgin Mobile cuts off my account for "nearing a credit limit" by 25%, they overcharge for long distance and the average wait time to talk to a customer service rep is about a half hour. Their attitude is horrible and their service is terrible, try ANY OTHER CARRIER.

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fedupwithcrap
Inglewood, US
Aug 08, 2012 1:27 pm EDT

I strongly agree . I have been with this company for about three weeks. They have the worst customer service I have ever experienced. I have called them 3 days in a row because I cant receive or make calls on my phone. I get the same answer after holding for 20 plus minutes for a rep then another 25 for them to trouble shoot then only to be told that it will take 30 days (I'm not kidding) for the towers to be fixed(work in wilshire /westwood area) Then I'm transferred to another ### only to hold another 20 plus min for another rep then another 20-30 min of trouble shooting to be told the tower is being worked on and the problem should be fixed by 7p.m that day. This is the third my third day of calling only to speak with 2 more ###s rep only to be told that by tomorrow it will be fixed. They all give the same spill. This is really sickening. I have called verizon and will start getting service with them, I am recycling my new phone with verizon and getting $90.00 in return. I have wasted 300.00 in 3 weeks on their horrible phone and unexceptable customer service. I am warning everyone that I know not to use vm it's not worth the headache. I'd rather pay a little extra than to have to deal with this crap. They really should be ashamed of themselves. The company needs an overhauling.

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missyvee00
, US
Apr 03, 2012 5:36 pm EDT

omg this is happening to me today! they are telling me the same thing and its annoying. they said once i sent the information in they would turn my phone on. i cant believe they didnt credit you back! ill be sure to complain some more for u!

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jim
,
Aug 11, 2008 9:01 pm EDT

Customer service starts with a yooooooooo whats up homey this is simone what a joke what junk

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Jennifer
,
Feb 12, 2008 1:08 pm EST

They are doing almost exactly the same thing to me right now. It has been ongoing for a couple of months. I have contact them countless times to no avail. They tell me one thing and then another "live adviser" tells me that last one was wrong. I am getting the run around on everything.

They kept charging my card after I asked them to cancel my service because my phone stopped working. They charged me for three more months and the phone was not used once. They will not give me my money.

They put me on hold for hours. They tell me they are getting a supervisor and then an hour later say, "I think she isn't coming back." He then tells me he doesn't know her name. Apparently no one in the company knows her name. And he says he can't get another supervisor that would be against that rules. So after sitting on hold for an hour his advice is to hang up and call right back and ask for a supervisor from someone else. It is a pain in the butt to get a real person on the phone in the first place anyway.

This was after I was hung up on or put on hold from several other live advisers and I tried to complain about that but no one there cared probably because it is so common there. This is their practice. It is planned this way. They are such a terrible company. This is the worst customer service I have ever experienced and they do it on purpose.

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Virgin Mobile USA not honoring manfacture 1 year warrenty

I bought a Virgin Mobile MIFI device . The device had a 1 year manufacture warranty. The device broke On July 1, 2012. I called customer service to tell them the device broke. They looked up my account and told me I was still under warranty. They told me I would have to mail the device to them and that they would send a replacement. The next day I received a box through FedEx in the box was an envelope to return the unit. I mailed it to them. Two days later I received a charger for the mifi unit. I called them wondering where my replacement unit was. They tried to tell me there were none in stock. Another week went by I called again. They sent me another charger. I called back and same thing all over again. I have called them 8 times and have spent up to an hour each time in the phone with them. To this day I have yet to get the replacement unit. Fraudulent warranty replacement I am now out of the cost of the original cost of the unit.

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Virgin Mobile USA credit

I asked them to do credit check on me I had probs with them cause of old bills from Bell I told them it was off my records and they let it go cause it was more then 5 yrs ld they still denied me service I went to a Bll store was approved for 200 credit limit I said see this got it and walked on she was like what the hell? if denied with VM he would be with bell to. anyhow I lol when I left the mall felt good. I prob never will go with VM again after my contract is over. Bell bought VM out a few yrs ago. anyhow I neeed your suggestion should I stay with Bell when my contract is up and renew it or should this be off my records with Vm by time my con is done with Bell?
Thank You

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Virgin Mobile USA htc evo order

5/31- ordered a new HTC EVO within an hour of the release, assured and guaranteed to recieve it by 6/1
6/1- call ahead for the tracking number, no tracking number available, no phone.
6/2- call for tracking number, no tracking number the order hasn't been submitted.
6/3- call for tracking number, told the phone was out of stock, waiting to be shipped, order was on hold, order was waiting for a charge authorization number *charge shows up on my Credit card, *
6/4- agent "Isaac" promised the phone would be delivered by 6/7 at latest, delivered the charge authorization number by my credit card company, further escalated beyond tech support to back office
6/5- told the order could not be processed or shipped and a new order needed to be processed, $11.99 credit shows up on my Virgin Mobile account, threatened to contact the FTC and a lawyer for fraud and theft
6/6- called virgin Mobile USA Tech Support headquarters in California, call my CC company to attempt to release my funds, was asked if the billing address was correct on the order, called VM back to check the billing address (which was incorrect), attempted to correct the address, requested an order cancellation, called my CC company to email VM for a release of funds form, Called VM and processed a fraud alert for my phone, notified my CC company who E-mailed a release of funds form to the fraud department of VM, VM fraud e-mails me with some dismissive email stating that it wasn't VM fault, I email back stating that my CC company has already contacted them and is awaiting VM to send the completed release form for my $320.99
6/7- VM fraud calls ME to tell ME it isnt going to happen as such, I inform the agent it already is happening and the agent "scolds" me for using a prepaid credit card on my transaction, I inform the agent it is for exact situations as this and it would behoove him to send the return email, agent sends return email with 168 BYTE attachment with a CC to my Email address, there is no data contained in the E-mail.
6/8 01:35 AM- My CC company sends ANOTHER email stating to resend the information because there is no data in the file, awaiting a response.

All of the above took over 30 HOURS on the phone to complete with Virgin Mobile. I have called Mexico, the US, Nicaragua, and the Philippines, I have been cussed out in Spanish, Taglog, and Portuguese by Virgin Mobile agents. I called my CC company and got the authorization code to submit the order, I called and requested the form to release my funds, I have been lied to and defrauded of a guaranteed time of delivery by a Virgin Mobile agent. I have spoken to over 25 different VM agents in the past week and 3 agents for my CC. I have endured wait times in excess of 40 minutes from VM on this issue, and I have requested phone calls to be pulled regarding it. I have been hung up on, badgered, scolded, berated, chastised, talked over, condescended, and subjected to all the robotic lies that the agents are trained to offer. This has been a rather disheartening issue so .. since youve read this, now for the good stuff,

Virgin Mobile Tier 3 tech support in the US: 1.877.600.8065 THIS IS AN ACTUAL VIRGIN MOBILE REPRESENTATIVE IN THE USA, NOT A THIRD PARTY COMPANY IN A FOREIGN COUNTRY! Departmental supervisor name JULIANN
Fraud department: [protected]@virginmobileusa.com A DIRECT EMAIL ADDRESS TO VIRGIN MOBILE FRAUD DEPARTMENT, ALSO BASED IN CALIFORNIA.
908.607.4718 The supervisor over the fraud department, his DIRECT line. His name is John, rather rude individual.

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Virgin Mobile USA excessive charges

I have a mobile phone with Virgin Mobile. I use a credit card to top up the phone each month. My account was due for a Top Up on the 29th of Oct. I tried to top up my account on the 28 th of Oct. I normally top up using my phone to access my account, but this time I could not reach Virgin Mobile, so I tried to use the internet only to find that the web site for Virgin Mobile was not accessible. I was going out of town so I thought that I would be able to get throughto VM by using my phone later. I kept trying from 5:00pm to 12:00am with no success. I tried to get through to Virgin the next day, with no success. I checked my account and found that Virgin Mobile had reduced it to $0.00. I phoned VM and they informed me that I would have to send them an e-mail outlining what happened. Their reply was that they had a system error and they would reinstate the amount of money that was in my account if I would do a top up equal to or greater than the amount that had expired.
I phoned VM and complained again that I thought that their request was unreasonable but they are not out to satisfy their customers even when they are at fault.I feel that they are trying to extort more money from a customer by stating that they will return the funds if I add more money to my account, which I find unacceptable.

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