Virgin Mobile USA
Overland Park, Kansas
United States - 66251-6117
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My son went on a school trip to USA in Apr 09. In an emergency I wanted him to be able to reach us. I called Virgin Mobile to see how international roaming worked. My son has a top up account with a limit of R99 pm. He uses pre pay to obtain more airtime. Virgin explained I need to call them a week before he leaves to activate international roaming. I was told that as this was a top up account if his limit was reached while he was away he would not be able to contact us. I topped up with an extra R300. While he was away I received 3 sms from him and I sent 2 sms, thereafter we instant messaged via facebook. In April I received a bill for R17-40 for outgoing sms for R17.40 and in May a bill for R16.99 for 6 sms. In Sep I received a bill for R2746.86 for 26 calls. He insists he made no calls, the only conclusion we can come to is that some one else used his phone. I have queried the account but am told I am liable. How can a 'prepaid account' suddenly become an unlimited one? I did not sign anything to that effect, nor was told that I could be liable for an unlimited bill. Surely in such cases Virgin is obliged to make the customer aware of this & to sign a document to this effect.
I cancelled my daughter's cell phone in the beginning of March 2009 with Virgin Mobile because we bought her a nicer phone with Sprint. At the end of July, I noticed a charge on my husband's credit card on July 9th for $103.22 to Virgin Mobile. I thought it was odd since I had spent over 30 minutes with a new rep on July 17th topping up my account that I currently have with them with the credit card in my name. I immediately phoned Virgin Mobile and questioned the charged. After being put on hold for a while, I was told by the rep that he needs to fill out a fraud report. We went through the whole process as he asked me questions...such as "Do you know who made this charge", etc. Satisfied, I waited over a week to check on the situation.
When I called to check on the situation, the woman told me she did not see any notations or reports on my file. Putting me on hold for awhile again, she came back and stated she would help me file a fraud report. She also assured me the phone number the credit card charge was connected to would be disconnected. At this time, I had NO IDEA this charge was for the phone I had disconnected way back in March and threw in the garbage. At no time now or before was I informed it was for the phone I cancelled back in March. She told me the process takes about 7-10 days. In the meantime, I checked my bank statement and found they had also taken another $103.22 on June 8th.
I waited the 10 days and called again on 09/06/2009. After speaking to someone who again had no idea what I was talking about, I demanded to speak to a supervisor. After speaking to another guy, who again had no idea what I was talking about, I again demanded to speak to someone who spoke English and was a supervisor, as I thought I was speaking to one already as requested. "Mark" then informed me this was for the phone I cancelled back in March. He told me I never cancelled it! When I questioned why my credit card was not charged in March, April or May, he could not answer that. He then accused me of using the phone to check my voicemail (my daughter's phone). I then lost my temper. After being put on hold numerous times and argueing, I finally got what I thought was satisfaction. A refund for $206.88 in the form of a check sent to my home address, since the bank account and credit card that was used was now closed. He told me the refund would be issued in 24-72 hours. The next morning, 09/07/2009, I had an email from Virgin Mobile. It said "Congatulations! You just made the switch to .20 per minute" on the cancelled phone!!! Now I was REALLY angry! I spoke with numerous other reps, demanded a supervisor and finally got the supervisor "Jeff". They can never give me their last names nor can they give me their "headquarters" phone numbers that they keep claiming they were speaking to. Now I was told that my credit card was refunded that morning, but only for one month because they could not go back further. A credit card that they were well aware of had been closed!! On a Holiday! Now they told me it was my bank's fault!
From the day before until that day, the account went from not being able to do anything, to them illegally putting fake phone calls and text messages on the account. The phone calls were pulled off of the account from back in March. They were suddenly made on 09/05 and 09/06. They were made to my daughter's friend's old phone that is no longer connected! The text messages were from "dada". When I phoned the number to inquire about charges that began from them too now, they had the exact same accent as the people at Virgin Mobile. Of course all this information is no longer available for me to access. Luckily I printed out most of it. I finally had to report the phone "lost or stolen" via their website to stop the madness.
I informed them I would contact every television station and anyone else who was willing to listen if I did not receive the full $206.88 by check in the mail. They refused. I told them I recorded each and every conversation I had with them as well. He objected to my doing so, and still refused to refund me.
I further noticed that my active cell account has $.15 taken out of it every single day at 3:15 a.m. Multiply illegal credit card charges times millions of customers...that's a lot of money. Multiply $.15 times millions of customers, that's alot of money as well. I have no idea what to do about this situation now. I emailed them and receive no responses.
Virgin Mobile won't resolve this issue. Below is basically the email I sent them.
On Saturday, September 6, I was searching for Yankee Candle coupons. I clicked on www.whalecoupon.com. In order to register, the site asked for a cell phone number. I entered my cell phone number, received a several text messages, and a password. My Virgin Mobile Top-up message popped up to let me know to add more money to my cell phone. I just added money 24 hours earlier. To my horror, this company charged $9.99 to my cell phone plus the text message charges. And, there was nothing on the top of the website to indicate a fee would be charged.
I went back to their main website again and kept scrolling down, and in fine print it mentioned the fee and indicated to go to the cancel page. but there’s no link. So I went to the Internet and found http://www.complaintsboard.com/complaints/coupon-whale-c239116.html which has complaints concerning “canceling”. I followed the instructions to go to www.info-text-alerts.com and read more fine print. Finally, I find www.info-text-alerts.com/cancel and this site wants my cell phone number and password to cancel, so I did. I did receive a text message that I was canceled, but I don’t trust them.
Also, I sent the company www.info-text-alerts.com a short email stating that I wanted my money back and why.
Here is a sample of a letter I wrote to Headquarters at Virgin Mobile. Virgin Mobile Corporate...
I sent this letter which explains all:
To whom it may concern
I have had the most disgusting service from Virgin Mobile and will try to explain.
1. I was called to say that I qualify for a new phone (April 2009). I was told that my application was successful. (I am to this day NOT AWARE of even applying).
2. Upon receiving my first statement, I was billed for a line that was ported to Vodacom in January 6, 2009. [protected]. I blocked the payment, and reported the mistake, or I thought it was a mistake ( much rather incompetence.)
3. On the second statement, one month later, an amount of R1 500 was illegally taken from my account and once again there was the charge for the above number. This I allowed through and many many many calls and e mails from my side with NO, NONE AT ALL, reaction from the so called SORT ME OUT centre. (What a joke!)
4. We will call you back in 20 minutes has proven to be a lie, as this never happened.
5. I was promised that the problem would be sorted as the person(s) that spoke to me could see, or so they said, that there was a mistake on my bill.
6. On the 5 May, 2009, I received a Nokia N96.
7. On the 19th July, the cell refused to boot up. I went to Musica store and was told that I need proof that I bought the phone from them, I have been billed three times for the phone, but I need proof of Purchase before they could take the Phone in for repairs.
8. On the next call, I was asked: You opened the phone so there is no waranty. I objected and was told: You opened the box, so the waranty is cancelled. (How would one use a phone in a box? I really cannot tell you. I told the guy that he cannot be serious and was told that that is the way it works, if the box was opened, the phone must be fixed at my cost)
9. I was promised that the bill which should be R550 will be corrected. And on my request as to what my next payment would be, was given the amount of about R926. BACK TO SQUARE ONE!
10. I asked repeatedly to speak to the Manager, or director or whatever the person is called designated :IN CHARGE and was told that they were not allowed to give out that info. But I must tell them and they will sort it out. I was left with a dead line on many, many more than one occasion.
I would like to know what my next step, short of legal advice, would be. This letter will be forwarded to Nokia. This is a desperate attempt to get this sorted out.
I have a phone I cannot use, a bill I will not pay, and I do not have the time as I have a business to run, being a small business man that works for myself. NO WORK, NO PAY. My Patients cannot contact me, I have lost all my info on the phone as the phone is dead. AND no-one interested in helping me.
I can highly reccommend the salesman in the Musica Shop at Fourways as he sincerely tried to help me, he can be contacted to confirm all the above.
Dr Francois Connoway
[protected] (NOT YOUR NUMBER, THIS BELONGS TO VODACOM SINCE JANUARY)
Writing this all down has made me feel this is a lost cause thanks.
Here is a log of the initial complaint and all the problems I had just getting the phone and I was just going to let that phone sit in front of an empty house in Murrietta, CA as I was SO frustrated with VIRGIN MOBILE and the lacadasical way people had been dealing with me as a customer.
1. original order placed 6-7-2009 online w/ no option to change shipping method to overnight shipping (I tried to go back 2 times and lost my order and had to redo it 2 times already).
2. Spoke to Supervisor on 6-7-2009 to possibly cancel my order since the offer I had agreed to ran out 6-9-2009 and I was sure my son in SoCal would not get the phone in 2 days, she assured me I would have the phone on 6-9-2009 and to call in and activate it asap. She also assured me that the order had already packaged up and shipped. Which I thought was weird since it was early morning and the very next day.
3. Called in [protected] still no phone Transfered to a specialist for 14:50 I was told in a snobby way that I should have read that the Free 3-5 day shipping is "business days" and that if I needed the phone earlier I had the option when I was online to order next day shipping she went on to regail me in the many times she had gone to the virginmobile website and it's right there in black and white. I was and am still livid at the way she spoke to me I said thats it cancel this order I want to speak to a supervisor right now and she hung up on me. From that moment on every call I made to your company made me madder and madder.
4. My son left SoCal [protected] without the phone I called in to make sure that the order had been cancelled I was told it couldn't be cancelled that I would need to check with Fed-Ex. I called I was told by fed-Ex that because I wasn't the shipper (virgin mobile) or the reciever I couldn't have the order rerouted to my billing address. I put my son on the phone and then Fed-Ex said we'd need to call back after the package was delivered.
5. Called [protected] Fed-Ex.w/ my son to have the package redirected we were told we couldn't have the order rerouted to my billing address because the package had already been delivered and that the shipper had an OK to leave at the door.
6. Called back to Virgin to say that the phone was sitting in front of an empty house and they should have fed-ed pick it up as I was contacting my bank to have the charges returned as I had requested multiple times to cancel the order starting with the very next day before the order was even processed.
Previously I worked as a CSR then in QC and as a Supe for a long distance company, I dealt with customers who had bad experiences, were angry at the situation or at the way the CSR handled their specific problem. I finished at that compny after years of training new reps and being brought over to a new company specifically to train their csr's in proper phone sales and service so I am not new at this. I have never in my life been so upset at a company that I would have just let their product go into the garbage can as I was during all this. I feel like Virgin Mobile does not respect their customers enough to properly train your csr's in how to avoid an escalated call and when they do get a call thats escalating that should at least be trained enough that they can tune into the job at hand and find and correct the concern.
So now you tell me how long I have spend on the phone or online or emailing this company... when I bill my customers through my company I bill at $75-$125 an hour I have spent over 5 hours trying to get through all this crap and I seriously dont want to do any more. I am done forget the phone, forget the fraud dept let it stand I dont want anything from this crappy company and while we are at it I will cancel the phones I have for my employees and our business.
I am an European tourist in the US. I bought a phone with Virgin mobile and my phone number is [protected]. My first bad experience was finding out that I don't have a Virgin mobile coverage at the address where I was staying, although I was assured by the person who sold me the phone that this would not be a problem. But I was OK with that, because I had my European phone connected to AT&T and I was reachable. I used the Virginmobile phone to make outgoing calls primarily. But then on 7/7/2009 my phone got suspended. From Virginmobile support they told me that I was using 2 different credit cards to top-up. „Of course I did“ - I replied - „This is because your system does not recognize my own credit card (probably because it's European) and this is why I'm asking friends to top up for me“. Then they told me that one of the credit cards owners asked for a refund. I called both persons right away. This was simply not true. Nobody had asked for any refund whatsoever. I called Virginmobile support again and said that this was not true and that my account should be reinstated. The operator said that in order to get my account reinstated, I should fax a copy of both credit card to a fax-number or an email. This was possible for one card, but was impossible for the other as the other person is on vacation and is away from any faxes or the Internet. „Furthermore, this is not my problem“ - I explained. Finally they promised to reinstate my phone within 4 hours. As you may expect, and I wouldn't be writing this otherwise, this did not happen. On the next day I called again and after being forwarded and redirected I ended up talking to an account supervisor. We argued for about 30mins – she kept on telling me that I had to lose 2 hours of my time to deal with paperwork and I kept on explaining that what I did was not illegal in any way and that Virginmobile had absolutely no right to suspend my account and deny to deliver the service which I paid for. Finally the connection broke up because of bad coverage.
I am not a conflict person, but what Virginmobile is doing is simply unfair. From a customer's point of view they are taking money and then finding a way to cut and refuse to deliver the service which you charged for. And everybody keeps saying that it's the customer's right that matters. Right now I am left with the following questions, which nobody answered:
1.Even if we assume that suspending a phone because of credit card inconsistency is OK, then why did not Virginmobile reinstate my account after finding out that there is no problem?
2.Why did the Virginmobile live advisor lie to me that one of the credit card owners claimed illegal transaction and asked for refund?
3.Why did the next Virginmobile live advisor lie to me that my phone would be reinstated in 4 hours (although I assume she did that with all best purpose to truly reinstate my account)
4.Why does Virginmobile require absolutely useless paperwork provided that no problem is present?
5.Finally – why does Virginmobile charge customers for a service that is later canceled with an illogical explanation? Is this not equal to taking money and not delivering service from a customer's point of view?
Svilen Maximov, Mount Kisco NY
I originally topped up for my monthly plan. For some unknow reason there were charges above the normal plan and taxes. This brought my account balance 13 cents below the top-up amount to renew my monthly plan. When I logged into my account it took me to a page that showed that my account was 13 cents below renewing. And to update payment method. So I re-entered my debit card. It did not take me to a verification page to show me what was going to be charged and make sure the information was correct. It just charged my card again the entire amount. I could not afford to have double my payment half of being held by virgin mobile. When I called to ask the refund the remaining balance they hung up on me and then charged my card another $20.00 dollars. I called again and they refuse to refund my money. Help!!!
Second time virgin has pulled this trick. I had to use my visa to add time to my cell phone & clicked no, do not remember this card. Virgin changed my preference & put the card number into the network to use for any & all monthly purchases; I found out with an overdraft email from my bank! My grandson did purchase a $40.00 top up using his mastercard, I was broke, & I was right here showing him how to get thru the online purchase. No doubt the card information entered was his mastercard & his mastercard numbers. Yesterday, I get a $35.00 overdraft email from my bank ; I checked my statement & see a $43.28 charge from virgin mobile. I called the bank, began the fraud order. We closed my bank card. I sent virgin an email asking why they pulled such a trick again & they responded with a nonsense reply about I made a hand purchase of $10.00 - they will probably attempt to charge that 10 bucks to my card too-big surprize - it's closed. They totally ignored the reason I wrote them-this $43.28 charge & the changing of my preference. Virgin may have charged both cards.
If you have been had no luck with virgin mobile usa customer service and your issue has not been addressed you can submit a complaint with the fcc. At
www.Fcc. Org go to forms 2000 and submit it online.
Three times I changed my option of having my VISA debit card automatically debited to NOT having it automatically debited, only to find that it has been switched back without my permission. I live on Social Security, and I did not want the debit to go through my bank before my Social Security check was in my account. So, three times my account was overdrawn because of Virgin Mobile, and three times I paid overdraft charges (total of $105). This might not be a hardship to the average person, but, it can mean the difference of whether I buy groceries or not. Two days ago I contacted customer service to complain about this. Today they again automatically debited my bank account, even though I was in the process of communicating with customer service about this problem. Here is the email I sent to them a little while ago:
Can it be possible that your company has actually debited my account for the third time since I requested that you no longer automatically debit my bank account? Twice I have selected the option of NOT having my card automatically debited in Account Services, only to find that it has automatically been switched back. I just sent you an email two days ago saying I did not want this done any longer, because my Social Security check sometimes does not come into my bank until after the 11th, which is the date the automatic debit occurs, and, guess what? YOUR COMPANY DID IT AGAIN TODAY!!! This has left me with a $30.00 overdraft in my bank account, plus a bank overdraft fee of $35.00 on top of that, or a negative balance of $65. It seems unfathomable that, in the midst of trying to get this straightened out, this could actually have happened again. Of course, you guys will simply deny that you are at fault, because what do you care about one customer when you have millions of others? I will never be able to prove that what I say is the truth. The day before my account comes due next month, I will be canceling my service with your company forever. I am elderly and live solely on Social Security. Every dollar is very important to me. Now, thanks to your company, I have no money to buy groceries this week.
I would love to hear from any other customers who have had this happen.
I hope Sir Richard enjoys his caviar and steak!
I am real ly frustrated with Virgin Mobile Canada. They do not provide online billing or any monthly statement and they always over charge on prepaid service. When asked for statements for verification they take more than 2 months to send.
Even the statement s do not show the why the excess money was taken out.
I tried to talk to the Manager and they don't give the details of higher Managers . They take more than 2 weeks to reply to emails and the reply does not even resolve the problem.
I will be changing my cell phone company soon if they do not refund my over charges. I am looking to get the contact information of the virgin mobile management.
I will be filing a complaint on Virgin mobile canada for not offering prepaid usage viewing online .
Their web site is only for top up and other sales. There is no place to view your usage when you log into prepaid accout in the web site.
I added $60.00 to my account to get the $49.99 plan. Their system automatcally charged me for my previous $24.99 plan. I called customer service and customer service rep Jason and Brian in the Phillipines refused to change plan to $49.99, The refused to refund my money because I told them that I didn't want to pay for something that I did not want. I wanted my 60.00 baack! I paid into the account $60.00, specifically for the 49.99 plan. Brian and Jason, told me that because I made 3 phone calls for 22 minutes, they could not refund my money and refused to give me what I paid for, which the 49.99 plan.
Also note: I choose the $49.99 plan before I paid for it. The website stated that my account would change to the $49.99 plan on 5/6/2009. And On 5/6/2009, I added 60.00 to my account to buy the plan! Their system automatcally charged me for my previous $24.99 plan. so I was left with about $25.00 in my account. I had to stay on the phone with Jason and Brian for an hour! I told them if I did not get the plan that I paid for, that I wanted my money back.
My anger brought me here, and I will write the owner of virgin mobile, the board members and aany Shareholder who would listen. In this economy $60 is a lot of money and the customer should be treated fairly.
My daughter had her services terminated even though we were not due to top up on our accounts until 5/01/2009. After calling the company's "expert advisors", they can't seem to agree on our previous top up dates. I Purchased VirginMobile 400 minute pack for $30 and a $20. unlimited "text Messaging" and activated it on 3/31/09. This gives you $0.07/minute. It is good for 30 days and Virgin says you have to buy more minutes pre-expiration in order to Rollover minutes left at 30 days, if any. I did as they said, however, this "Company is not acting in "Good Faith". well, they charge 15cent per minutes and .20-80cent on something they call "Voice". the minutes never rollover and I was overcharged. Virgin Mobile is ripping off people, right in front of our faces.I ask you to please look into this matter, for my daughter is not the only one that they have done this to. Please Help Us and the thousands that VirginMobile is taking advantage of.
On 2/12/09 I put money on my grandkids phones. Virgin Mobile received the money the same day. They suspended the 2 of the 6 kids phones on 2/13.
On 2/16/09 is when I made my first phone call to Virgin Mobile.2/17/09 I have faxed copies of my bank statement and credit card statement along with the front and back of my cards and information on each phone. I have called them on the 19, 20, 21, each time we go through the same thing I have to fax the information to them. I explain but either they don't understand or they are playing with me.
On 2/21/09 I faxed them a note saying I wanted to speak with someone who can understand English. I called again 2/22 again, this AM 2/23 I refaxed them everything again. Now this evening I was hung up on. And the kids still don't have their phones.
They will not give me the billing office number or even tell me where they are located. We have used Virgin Mobile for years with good service . This is outrageous I am on oxygen 24 hrs a day my nerves are shot. This AM they wanted my bank to call them I said why. You will look like and idiot we never get to talk to the same person.
For the last couple of weeks i have been trying to get my minutes for taking surveys from virgin mobile "sugar mama" and i want to know what is going on. Usually i have no problem with getting my free minutes but ever time i have been trying i can not get through and i see that the free minute counter is still rolling. So can you check this out for me, thank you.
their customer service freaking sucks!!!
I am so sick of having to go thru sooo many changes to speak to a freaking live advisor only to have them come on the line acting like they are idiots. OMG i hate to speak so negatively about God's creations but I think they are paid to behave this way... NO WAY can someone be that spacious between the ears. GRRRRRR!
I can not remember my pin number and when I answered the security question it keeps coming back that the answer if wrong. And I think I would know my mother's maiden name. You now have my name and e-mail address and can you please e-mail me my pin number. I look forward to hearing from you. Thank you. Andre young
My friend is on Virgin Mobile's $0.18/minute plan. Virgin Mobile overcharges him sometimes, charging 4 minutes for a call lasted less than 3 minutes, for example. When he asked the Virgin Mobile to credit back the minutes, the customer service from Virgin Mobile told him that they could not do anything about it and that's it.
Have you been overcharged and mistreated by Virgin Mobile as well?
I just tryed logging ito my account and it wont let me sign in. i haven't chaged my number or anything...