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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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10:45 pm EST
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Virgin Mobile USA horrible service/inoperative device

My Virgin Mobile Broadband2go wireless modem failed on 2-3-2011. I contacted Tech Support and could not understand any of the tech's. They could not speak english! I checked the phone number for the dialup and found that it was not in service, during the next 16 calls and 6 hours, 22 minutes trying to explain to them what their problem was. They had me uninstall and reinstall the modem software 14 times! And reprogramed and changed phone numbers on dialup, again, the line was out of service. Qwest said it was a good line but had been disconnected for payment reasons. I lost over $8000.00 in sales and almost got fired! I had to go out and buy a new modem from a differemt provider so I could work again! Problem is UNRESOLVED and I gave up talking to the ###s.

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PineappleJuicer
Mercer, US
Feb 05, 2012 8:15 pm EST
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Virgin Mobile has horrible customer service. When you call you rarely get an answer. When you do get an answer their tech support knows very little about their service.
They state that you get 800 kb per second but you almost never get above 12 kb. They will claim that it is a problem with your computer. I tried it out on multiple PCs with different Operating Systems and still had difficulty connecting and when I did get connected I still did not get above 12 kb. When I told them this they said they could not help me.

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Jimbo5058
Long Beach, US
May 30, 2011 9:11 pm EDT

Within the past week, I had decided to to check out Virgin Mobile's Broadband2Go wireless internet service and discovered, this is more scam than legit. First off...the intial packaging the USB device comes in, states "Unlimited 3G Internet Just $40/Month". Sounds good. At least on the packaging. Hook up was very easy as well as the connection. But once connected to the site, it's a whole different story.

The Unlimited $40/Month package does not exist. Instead, it now becomes a Unlimited $50/Month package (Does this seem like a Bait and Switch Scam?) with two other cheaper packages to choose from. A $10/Weekly package and a $20/Monthly package that offers so much megabites for the entire month--and of which, can be gone through within a matter of a couple of days (depending on how much one uses the Internet). Budget wise, neither one of the latter two, stated packages, are the least bit practical. The Unlimited usage package, would be the more practical choice of the three money wise. That is, if one can actually get the service.

I myself, chose to try, at first, the $20/Monthly package (Which by the way, is proclaimed by Virgin Mobile, as a Wal-Mart Special) just out of curiousity and because I had a $40 Top-Up Card which needed to be used. So I applied that card to the Broadband Service and registered my Bank Credit/Debit card for the purpose of later use when I wanted to upgrade the plan for Unlimited usage.

Not only did I find the $20/Month package worthless. But I also discovered the connection, to be just as slow--if not slower than the old Dial-Up Service back in the day. And many times, the connection, would quite suddenly be dropped and I would have to go through the motions to reconnect.

But not one to give up so easy and lick my wounds, I decided to upgrade the package to the $50/Month Plan--just to see if it would be any better. Only now, when I use my Bank Credit/Debit Card to make the upgrade, I instead, receive a glaring message that there is a problem with my card and to double check the information I had given when registering the card to see if it is correct. Which I did...and it was correct. I then contacted my bank to check with them if there was a problem with my card and whether or not, I just might be over my limit. My Bank told me that I wasn't. I also found out, that Virgin Mobile had in fact, been issued the funds of $50 plus, much to my surprise, charging an extra $4 to my account as well.

Once finding that my Bank Card had in fact been charged, I immediately called the 877 number and spoke with a Virgin Mobile Boadband2Go Customer Representative and told her the problem at hand. She was very cordial and sympathetic as well as apologetic--but denied, that my card had been charged by Virgin Mobile. She admitted, that they do have my Bank Credit/Debit Cad on file, but it was not charged for any amount only to follow with a statement, that my Bank was mistaken--A total of $54 was never charged by Virgin Mobile. And yet, I had been able to download the bank statements, which clearly shows the charges made by Virgin Mobile on Sunday, May 29, 20011 at 10:19 PM PST. Plus the extra $4 from the hours of 10:27 PM to 11:00PM PST.

Is there fraud involved? I honestly suspect there is. The Virgin Mobile Customer Rep., never did offer to check into the problem as to where the $54 had gone too. Yet she did deny my request to do so--Since, as she kept saying, Virgin Mobile, never deducted the funds from my card.

And yet, my current bank statement, says otherwise. So perhaps, there should be some sort of investigation, handled by the State Attorney General's Office, leaning towards the alleged business practices of Virgin Mobile.

Something needs to be done--Now my next door neighbor is on the phone with a Virgin Mobile Rep.. It seems, that 310 minutes of just purchased cell phone time, mysteriously vanished.

Will it never end?

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rsdecarr
Utica, US
Jun 08, 2012 10:42 pm EDT
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Virgin Mobile Broadband2Go is FRAUD, plain and simple. I paid $70 for a USB stick because I was assured the coverage was good in my area. After almost a year of throwing away $50/mo on a useless unlimited wireless plan, I am finally bailing out. In the last few months alone I have had no service for at least 10 days a month. Today alone I have had to disconnect and reconnect at least 20 times because the signal fails after a few minutes if I can connect at all. I have called for support at least 10 times, been through the same pass the buck, uninstall, reset, all of that. Ive been assured that I am in a good service area, been told someone from "engineering" would call me, who never did, you name it. Now Virgin is advertising 4G! They can't do 3G! DO NOT BUY THIS SERVICE OR ONE OF THEIR DEVICES! They should be investigated for fraud.

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cybervigilante
Apache Junction, US
Nov 05, 2011 7:50 pm EDT

Broadband2Go certainly is a consumer fraud bait-and-switch. They claim Unlimited and 3G, but when you get it home, you find it’s limited to 2.5Gigs/Mo (which you exhaust in a week if you look at a few youtubes a day) and their 3G, even with the max four bars, which I had, still makes youtube stutter since it never gets above one Mbps.

Saying Unlimited in Huge letters, then mentioning the limit in such small ones is a pure lie. and a logical contradiction. The Max you could get, mathematically, is about 8 Gigs/mo, far from Unlimited. Saying Unlimited and limited in the same breath is a total contradiction. I know it can't be totally unlimited, but their limit and speed is so tiny it's far, far from the price of the modem and service. I can quit the service but I'm out the price of the modem.

I don’t see how they can get away with this bald lie. It amazes me. But then, the banksters aren’t being prosecuted so I guess everyone else is going to figure crime pays, too.

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4:34 pm EST

Virgin Mobile USA changed broadband plans

As a casual user of Virgin Mobile's pay as you go broadband, I am extremely disappointed they narrowed down their pay as you go plans from four plans to two.

The $20 plan they had was sufficient for me as it gave me 300mb of data transfer for the month. Now, you have two choices, $10 for 10 days or $40 for 30 days. I will acknowledge that the $40 plan gives you unlimited usage.

Well, here is the kicker. At Walmart they offer the old plans that Virgin Mobile used to offer. I asked Virgin Mobile's customer service if I buy the top off card from Walmart and apply it to my broadband2go device, will I get the old 300mb data transfer usage. The reply was no. I have to buy a new broadband device from Walmart to get access to all these data plans!

I replied there is nothing wrong with my current broadband device and why should I have to buy a new one for $80 to get a much wider selection of broadband plans that you previously offered anyway.

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4:08 pm EST
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Virgin Mobile USA refund my money please

I bought a virgin mobile prepaid card and it was the wrong one for my phone. I sent card along with the recipte so I can get my money back and i have not recieved my refund yet. please check for me.

Aaron Vego
927 wisconsin ave #3
Racine, Wi 53403

THANK YOU!

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5:46 pm EST

Virgin Mobile USA credit score damaged and upgrades declined

I received an e-mail from Zandile saying that I can upgrade 2 phones. I am a respected client with 5 accounts with Virgin Mobile, and have always paid my accounts up to date. I sent a list of 2 phones that I am interested in, after Zandile said she will calculate the costs of the new phones. Then I got a response saying that the credit department declined my request. I got my Virgin Mobile statement, and saw that the debit orders weren't taken off, I was delinquent with 2 months, having an outstanding balance of over R2 000.00. Because of debit orders not being taken off, and as a result I have a delinquent account, my credit score will be effected negatively, and it will show on Experian, etc. and could cause future problems. That excluded, I was really looking forward to my 2 new phones, and have been talking about it for a week now. I would like an apology from Virgin Mobile, an updated account, and the two phones I requested. Its only fair.

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9:02 am EST
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Virgin Mobile USA contravention of national credit act

Aug 2009 – Initiated proceedings to cancel my Virgin Mobile contract. I paid a settlement amount in order to cancel the contract (proof of payment available at request). I was informed telephonically that the contract would be cancelled effective September 2009. My understanding that a settlement payment means that the account is settled in full.

Aug 2010 – I was contacted telephonically by DCCM to be advised that I had been handed over by Virgin Mobile for non-payment of an amount of R 398. I had not once received any written notification of an outstanding amount from Virgin mobile prior to this. Although I had moved during this time the postal address on Virgin Mobile’s records is the same as my in-laws postal address and I collect post from them on a regular basis. My email address did not change during this time and I did not receive any email notifications.

Nov 2010 – Having had my first baby in early August I was on maternity leave and unable to attend to the query as quickly as I would have liked. I contacted Virgin Mobile to confirm the outstanding amount and they were unable to provide me with any invoice, statement or written proof of the outstanding amount. I paid the amount directly to Virgin Mobile regardless as I needed to stop the defaults against my credit record. Proof of payment is available on request.

Dec 2010 – I was contacted again by DCCM advising that I now owe a further amount of +-R 150 and the amount went up daily. Once again no invoice, statement or written proof could be provided. I paid this amount directly to DCCM for the same reasons as mentioned above. I then however made a complaint on a consumer website www.hellopeter.com. My complaint was attended to by Mpho Mohale of Virgin Mobile. I requested that they investigate the second amount that I paid to DCCM and also provide proof that they had tried to notify me of the outstanding amount before handing me over.

Jan 2011 – After a few follow ups via email my complaint still has not been resolved and they still have not been able to provide me with written proof.

Conclusion – Having recently had a baby I needed to purchase a bigger, more reliable vehicle and my spouse and I started to look for a home to buy. As a result of Virgin Mobile not notifying me of this outstanding amount, no financial institution will consider granting me a loan for either until October 2013. I am now forced to continue to rent and pay towards someone else’s asset instead of acquiring an asset of my own. I have been put in a highly unfavourable financial position because of Virgin Mobile and will now have to waste approximately R 166, 280 (yes, it is really that much and we don't live extravagantly) towards paying rent until October 2013 when I could in fact have been paying that towards my own property!
In light of the fact that I have not received any written notification of amounts owed by Virgin Mobile and I was not informed in writing of my credit record being affected I believe that Virgin Mobile have contravened the National Credit Act and should I have been informed of the outstanding amount timeously I would have paid it over immediately. I would like to have my credit record CLEARED based on this information. I would also like to receive a refund plus interest for the costs I paid to DCCM due to being handed over as well as a statement proving that I owed Virgin Mobile the amount of R 398.00

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Update by RoxanneMcc
May 03, 2011 7:46 am EDT

That is not what I wanted to hear Antonmark. After complaining to ICASA and seeing the read receipts but not getting any response (their wesbsite says they will acknowledge receipt in 2 days and get a response from the service provider in 14 days - big joke), my last resort was a lawyer. This is extremely frustrating. I cannot beleive that these big corporations are never held accountable for their actions.

Update by RoxanneMcc
Mar 07, 2011 2:11 pm EST

Thanks dr.zeek. Did that and got referred to ICASA.

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Antonmark
, ZA
May 02, 2011 11:57 am EDT

This is like reading a story about my own life with these ###s. What I find equally annoying is that even paying for your own lawyers to tackle them does not get the issue resolved. They don't care. in fact nobody in these organisations cares about the consequences that you as the individual face because of their ineptitude.

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dr.zeek
, ZA
Feb 08, 2011 2:24 pm EST

File a complaint with the NCR. complaints@ncr.org.za

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9:02 am EST
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Virgin Mobile USA constant problems with cust serv, web site, devices

I am pasting in a part of the complaint letter I sent to
Virgin Mobile,
10 Independence Blvd.
Warren,  NJ 07059
United States
Phone: [protected]
Attention CEO Robert Johnson

LET'S FLOOD THIS GUY WITH LETTERS!

I purchased three Virgin Mobile devices and accounts about 12/1/2010. I have had far too much trouble with all three accounts since the day they were purchased. I assumed that in time things would work themselves out, but this has not happened. I sit here tonight, Sunday, February 06, 2011, chewing my knuckles, because I am at this moment having trouble with TWO of these accounts.

The 5995 phone became unworkable, and I have received a replacement phone. I attempted to swap it earlier this evening, but was not allowed to do so. I received a message that there was a ‘problem, ’ and I should call customer service, which is closed until 4AM Monday. I had done nothing more than enter the new serial number—correctly, twice—and pressed next. What did I do wrong?

A bit later in the evening my browser displayed the top-up screen, but when I tried to top-up I was told there was a problem with my credit card, and I should call customer service, which, of course, is not available for about another 36 hours. I called the credit card company at once, but there is absolutely nothing wrong with my account. What did I do wrong? Tomorrow I will go out and look for a top-up card, but they are hard to find where I live.

The 5996 phone has been a problem from the day I bought it! It wouldn’t activate. It took several days; many phone calls, and finally three trips to Best Buy to get it activated. They have a secret phone number, it seems, but it still took them about an hour. This phone continues to be an aggravation; It WILL NOT top-up by credit card. I have to buy a top-up card each month.

Your customer service reps, when I reach them, are often uninformed and unhelpful. I solve this problem by hanging up and calling back. If I say I'm having trouble with an accent, I often find myself listening to another laanguage. Real good service!

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jipster
Winsted, US
Mar 31, 2012 3:27 pm EDT
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I just contacted their customer service about the Assurance Wireless phone I have. The battery will not hold a charge. The customer service representative told me they could send me out a new phone and charger, but I would have to put the old battery from my old phone in the new phone. So, pretty much I will getting a spanking new pretty phone, from which I will have same problems as the old one, because a new battery will not come with the New Phone, this is a huge OXYMORON. Worst part of all this, the customer service representative did not get what I was trying to explain to her. Come on people, wake the hell up. What good is a new phone to me, if I have to use the old battery, which don't work in the first place.

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forgetaboutVM
Emeryville, US
Feb 21, 2012 5:25 pm EST

You think you have problems with Virgin Mobile how about this: I purchased a $300.00 which simple will not receive phone calls in my home area which is listed as BEST COVERAGE. also my attempts to make phone calls from this same area is met by repeated dropped calls. Tech support says they will escalate however they never get back to me and close these mutiple trouble tickets without a word. I am stuck with a $300 nice looking paper weight.

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mv hater
ville, CA
Apr 25, 2011 10:23 pm EDT

I HATE the VM website - without fail it takes at least half an hour to pay my bill. I have to log in 16 times before it opens... ahhhhhhhh! very frustrating

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3:20 pm EST

Virgin Mobile USA totally frustrated at disgusting service

November 2009 - I called Virgin Mobile customer service to cancel my contract which i've already had for 2 years (it was a 2 year contract & thereafter you may upgrade) as i have had endless problems with the network and wasn't getting the help i required from the staff of Virgin mobile. When i called in November they told me that it would be cancelled within 2 working days, i waited and nothing happend. I called again in December and they told me the same thing and nothing happend, called January again and it was eventually cancelled and i was put onto prepaid. In February 2010 they deducted my contract installment and i called cust service, they told me to hold (i was on hold for nearly 30 minutes) and i put the phone down, this happens each time i call then i must hold for up to 30 minutes. I then sent an e-mail to the customer service mailbox, up to today i still haven't received a response or a call back. This morning i checked my account, only to find that they are still deducting money from my account, i have had it with Virgin mobile, they are the worst COMPANY that ever existed, whoever is running it is nothing but money hungry!

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1:02 am EST
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Virgin Mobile USA phishing

this might be a new one 4 all of you out there...
i am soo upset and incredibly sickened by what is going on out there with all these scams and ripp-offs and fraudulent activities... soo unfair and completely wrong in every which way. my story is this: i have been using this data card i purchased at a local cell and satelite provider store.this USB data card is a Virgin Mobile Broadband 2 go device 4 your pc... just recently i had noticed 4 the 1st time ever, that there were unauthorized charges on my netspend visa card.i check my balance daily and i also recieve text alerts each time any transaction takes place.so...over the past few weeks, i have noticed small amounts being charged on my debit card that i have no clue as why or where they're coming from.juss the other day i found a $51.00 charge from Skype in London.well, i dont have an account with them whatsoever.so what i did was block that debit card and ordered a new 1...2 my surprise, the day i recieved my new card, i activated it immed., and a short time later, i noticed a text alert for $1.01 for DRORDERFIND.COMMNUS. i mean u gotta be joking...i can not prove a thing at the moment, however...after googleing this transaction type, i noticed it is a huge deal regarding scams.the more i started to look into this issue, it led me here to complaintsboard.com.the more i read, i realized that Virgin Mobile is a target for numerous scams, ripp-offs and many complaints regarding poor service...i don't know whats going on, but i'm sorry i just believe this data card 4 use of the internet by Virgin Mobile has something 2 do with whats been happening with my debit card issues... all you out there decide 4 yourself, and plz keep an eye out and continue to send in your feedback and complaints pleeeeez..

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5:12 pm EST

Virgin Mobile USA unlawfully taking my money

I cancelled my V100 prepaid agreement with Virgin Mobile at the beginning of February. I had somebody from VM contact me telephonically the following day to confirm the cancellation request and was told that the contract would be cancelled immediately. I also noticed that the call rate increased with this cancellation. At the end of February, VM took R100 out of my account even though this number had been ported to MTN I had this amount reversed at a cost of R35. On the 23rd March (2 days before the normal deduction date), R200 was deducted from my account using a slightly different description, but with the same account number. This is theft. The fact that I now have another R35 to pay to have this payment stopped is unacceptable. The reason why the description is changed is because VM know that the bank will automatically stop the payment if the details are the same as the previous month's stop payment request, so they know what they are doing. Is this the type of company that you want to do business with? I am sure that Richard Branson would be horrified that this is how his company does business.

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5:38 pm EST

Virgin Mobile USA breach of cell phone contract & false advertising

Mrs M van der Merwe, my colleague, recently applied for the R149-00 contract as currently advertised on their website. This contract states that for R149-00 p.m. you receive a Nokia 6303 cell phone, R150 airtime p.m. plus 1000 free sms's per month. As Mrs van der Merwe called Virgin Mobile to apply for the contract they assured her that the 1000 sms's are included in this contract.

After receiving the phone, Mrs van der Merwe noticed that she does not have 1000 sms available on her phone. She contacted them plenty of times, enquiring as to why she did not receive the sms's. Every time she called Virgin Mobile they gave her a different excuse as to why she does not qualify for the free sms's - this after they confirmed in the contract and verbally over the phone that the contract she is taking DOES include 1000 free sms's.

I believe that this is a breech of contract and false advertising as this contract is still being advertised on their website.

People she spoke to over the telephone to resolve this problem were Caron, Cols, Tshego, Kaveer, Lee, Nanhaanhra and Dalance. Neither of these people were willing to help Mrs van der Merwe solve the breech of contract.

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Celeste1
, ZA
Jun 03, 2016 8:24 am EDT

Offered contract on 14 Nov 2010 for R150 per month. Phone arrived and sent back because it was not the one I thought they were sending. They agreed to send another one and told me to keep Sim Card. On 16 January 2011 told them still no phone and they deducted R381.99 off my bank account. Told them to cancel deal as this was unethical and refund my money. Put up with attitude and then was also told that the monthly amount would now be R180. Their service and attitude sucks and I don't want to have anything to do with them. It is now 14 February exactly three months later and still no phone, but they have taken my money and I am a widow of 65 years old and a pensioner.

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Hereiam
, US
Jun 03, 2016 8:24 am EDT

My original contract with these *** stated that airtime would never expire. Now they decided that the T&C dosn't suit them and have decided to *** my credits instead of crediting it to my account. So yeah thanks Richard, all your promises of coming here and changing thinks were lies, your still a pommy *** here to *** from us like your forefathers did. I've tried call the call centre but because VM dosn't provide coverage in the Indian area I live in I'm am unable to get through. I tried sending them emails, no results, no reponses to faxes. Nothing. YOU DIRTY FILTHY PIG *** EATING LYING ***, this is called breach of contract, I never agreed with you to change the T&C. Should have gone with a real cell phone company.

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4:46 pm EST

Virgin Mobile USA overbilling and no commitment and lack of concern

I had a first contract with Virgin Mobile which was due to finish in July of 2008. I submitted my phone (Imate K-Jam) for repaires, I didn't even receive a loan phone to go with my sim card, Virgin Mobile just expected me to wait 21 working days before receiving and making calls.

I then went 21 working days later, to colloct the phone. I was told that the phone is not back and there might be an Admin fee that I need to pay. When the phone was handed in, there was no Admin fee represented on the receipt, and due to the fact that no one from the Sandton Virgin Mobile had the decency to call me and notify me of the status of my phone, it took Virgin Mobile 17 months to try to help or I call it passe the bark because they gave me a phone that worked for a week and stopped working.

Then teres the issue of my upgrade. I upgraded to another package while my other phone was in repairs. Despite this, Virgin Mobile continued to bill me for my previous contract even when it had ended. I notified them of this 18 times already and they promise to call me back, but no one calls me back. when I call, I don't get hold of the same person who made a promise the last time I called.

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5:22 pm EST

Virgin Mobile USA no response to e-mail regarding shocking service

No one at VMSA is interested in the problems they create. They are all very helpful when it comes to signing a contract with them but the minute anything goes wrong they are quick to pass the buck. I phoned repetiviely in order to speak to someone that would assist me and nothing comes of my phone calls.

Eventually I posted a complaint on Hello Peter and that evening I received a call from Fiso Tshivhandekano apologising for the inconvenience. As I explained to him, an apology does not sort out my problem. I told him that I would e-mail through the entire history of my problems with VMSA which I did on Wednesday morning as well as e-mailing Colin du Preez (head of complaints) and Priscilla Mpuru (head of accounts & billing) however I've received no response from any of them.

The customer service at VMSA is shocking and I will keep at this until it gets sorted. I will keep going until I get to Richard Branson himself if need be - alternatively, I'm sure the newpapers, facebook, etc. will be keen to know how VMSA deducts incorrect amounts from people's accounts and doesn't reimburse them. This is theft!

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Henkw
, ZA
Nov 22, 2011 9:59 am EST
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Yes i agree their service is shocking! To put it in perspective, they dont give a damn, they are making so much money that your and my complaint does not effect them.!

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10:23 am EST
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Virgin Mobile USA destroyed my credit rating

Virgin Mobile have no interest in dealing with complaints. They do not provide an idiot proof or ease of access to an email address especially for complaints because they do not want to deal with them. Beware of their mobile deals. Even if you are a good long term virgin media customer they will do a credit check. First of all they will ask for your Virgin Media customer account number to verify who you are. Then they will do a credit check. If Virgin media has your address slightly wrong then you will fail a credit check.

If then you phone about a complaint you will be forwarded to sales and without you knowing it the process has started again and a credit check done. If you then complain again you will be forwarded to a foreign country where again they will credit check you. At this time you have not been told that your address is slightly wrong and now you will recieve an email from them saying do not try to get a mobile off them for at least a month. The reason they give is because you have been credit checked locked.

AGGGGGGGGGGGGGGGGGGGGGH

When you complain to them you will get all the sympathy you want but no action or admittance of stupidity of their service. When you insist after talking to OFFCOM about how to complain with virgin mobile and you wish to complain in written form they then will give you an email address. No it is not an email address designed for complaints it is just [protected]@virginmobile.com. Virgin mobile do not have a dedicated system for complaints because in their delusional world of virgins all their customers are happy and living the life of a virgin lol.

Now a message to Sir (lol) Richard Branson. Get your companies act together or someone is going to come along and compete in such a way of which makes you look like total market traders; and eat you alive. Oh what a thought all that bearded hair in ones teeth. Stop thinking of floating in a balloon around the world and come down to earth and pretend to be a mystery customer and see your failings. How on earth you got to where you are is totally beyond me. Just show’s this world is full of rich men based not on business ability but total chance or luck.

Why can’t you be like virgin media and treat customers decent. A quad service my assssssssssssssssssssssssssssssssssssssssss!

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9:34 pm EST
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Virgin Mobile USA erroneous billings and inactive phones

I have purchased 4 phones as gifts from Virgin Mobile this year. I have since then had 5 erroneous charges and one phone that they have been trying to "un-lock" and activate for 5 days. When I requested to speak with a supervisor I was hung up on and when I was speaking with a supervisor named Mark the phone disconnected (or I was hung up on again). It is utterly ridiculous to run a corporation this way. What regulatory agency handles telecommunications complaints - is it the FCC?

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Virgin Mobile USA ssn information requested (read post)

First contact to have Virgin Mobile service activated and phone number ported from another provider. Asked for SSN as part of the "Process". Did not provide SSN and followed up with current mobile provider. They could not expedite request to transfer service. Tried to activate online. Cannot port # on website.

Second contact to Virgin Mobile. Process went smoothly with NO MENTION OF SSN! Please be careful when you provide SSN information to contact centers that are not in the US. This information is harvested and sold. I am highly skeptical that there is any avenue of recourse in these instances.

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Virgin Mobile USA fraud

I am an 8-year customer of Virgin Mobile with a prepaid no contract calling plan. I setup an automatic top-up payment option whenever balance falls below $5 or once every 90 days by using a credit card. In June 2010 I occasionally checked my account and found there was a $9.99 fraud charge with a code of “XTRAS”. I contacted customer service, they refunded me as air time and promised to block further charge by this code. Now, in December 2010, I checked my account again and found there was the same charge on the same day in November and December. Since the account history only can track 60 days record, I don’t know how much money had been charged by this fraud charge. I have been treating Virgin Mobile as a bank, thought my money in its account should be safe. Now, I know my money in Virgin Mobile account is not safe, I request closing my account and refunding me the current balance. Unfortunately, Virgin Mobile declined to refund my full balance, I had to donate the rest of my balance to Virgin Mobile and close my account immediately. I wonder how long Virgin Mobile can survive if it doesn’t protect its customers from frauds.

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Virgin Mobile USA current account usage

I Nicole Goodhew have just been on the phone to virgin mobile previously today 11.12.10 about a text message i received yesterday about my account coming close to my cap amount i have since been told that it is not even close to my cap and they would not give me a detailed summery of my calls. I need to have a current ie. from last months bill to date of all the calls, sms, intenet usage i have used up to date and as to why they would have sent me the text message in the first place. I am a very Unhappy customer and i am seriously contemplating leaving to another carrier that can do me a better deal.

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Virgin Mobile USA phone service

Ihave been using this service for a couple of years and have almost 160.00 in my account . I was told that when I terminated service they would refund that amount. when I cancelled my service theyrtold me Iwas misinformed and they kept my money! WHAT A RACKET ! I would NEVER recommend this service to anyone ! I am pissed ! wouldnt you be ?

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Elaine Sterling
Mapleridge, CA
Jul 30, 2010 1:38 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

paid for a monthly top up, virgin mobile can't find the payment! its been a long month faxing proof to them, they won't credit my account, they refuse to give the head office number, who is hiding behind the phone workers at virgin mobile I don't recomend sending them ANY MONEY

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EDWARD BAXTER
,
Oct 17, 2008 6:16 pm EDT

YOU HAVE BILLED ME $29.00 ON MY LAST MONTHLY ACCOUNT IT SHOULD BE ONLY $20.00 MY CALLS ONLY AMOUNTED TO $49.35 MOBILE [protected]

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armilda rich
,
Oct 08, 2008 1:43 pm EDT

I bought a phone card I didn't get to use it I was billed for a ringtone I didn't order! I want my 10.00 dollars back on my phone!

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Virgin Mobile USA unable to repair faulty phone refusal to replace

My phone came back from repairs for the third time a day ago. Now its giving the same problem for the fourth time after just one day! I am fed up. Each time the phone goes in for repairs it takes 3 to 4 weeks to get it back. They have no loan phones available and I am stuck without any service.

I have just contacted customer care and they say they are unable to assist and then they transfer me to repairs who don't answer the phone!

I am not going to pay and am terminating my contract with immediate effect as I feel Virgin is in breach of contract as they are not providing me with any service.

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Mike3333
North Vancouver, CA
Oct 13, 2012 8:57 pm EDT

Ditto your experience x2 (6 repair requests on my phone & one year trying to get a factory defective phone replaced). Virgin customer service is the worst I have ever come across. What a nightmare

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Virgin Mobile USA billing theft

I opted in for a Virgin Mobile contract in October 2009 for an amount of R199 to be debited off my account.

I only recently noted that R417.99 has been debited off my account since May 2010 apart from that of the R199 Virgin Mobile SA contract.

I have taken this issue up with head office and they cancelled the extra contract that was supposedly taken up in my name. I believe this is a major issue as when I submitted my banking details to Virgin mobile. I signed a form stating that all details are confidential and my banking details as well as my consumer profile has been used to open another contract without my permission or consent.

I have requested them to suspend my account as I no longer want to be a part of their network and they still want me to pay in the remainder of the contract even though I do not want to continue due to the inconvenience that they have caused me. I think that taking off days at work to run around and get Affidavit's, certified ID docs etc all for something that should not be my problem. I have been tweeting, calling, Facebooking and still no response to any comments. The service is disgusting and Virgin Mobile SA offer ***** services!

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