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Virgin Mobile USA
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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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Virgin Mobile USA reviews & complaints 233

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12:35 am EST
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Virgin Mobile USA wont stay conected

i can get on the internet but every time i try to get something done then go to the next screen it takes for ever to get there or it says you are not authorized i check it out it stay on dormant or disconnected i feince is a computer person and he says unless you are looking at movies or something like that it wont stay on i should just be able to saty on the internet and check my e mail with out all this crap not like they will do anything about it im trying to get a loan on a house right now and i cant cause im to busy dealing with this and ill probably have to retype this cause it wont go through
FIX IT

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Virgin Mobile USA pakage claim to be 3g wiresess conection

Bough a Virgine moble wireless conection for my computor that they claim is 3g and it would take forever to conect to the internet or to find a page and open it.

I soon realized that it is a dail upconction and not a true 3g wireless conection as claimed.

I feel that they have misrepresented there product and its capablilities.

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9:57 pm EDT
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Virgin Mobile USA fraudulent charges

If you are someone who likes the surprise of finding fraudulent charges while looking through your bank statements, than Virgin Mobile is the company for you. I found out while viewing a six month period of statements that Virgin Mobile had been billing my account $64.80 for 6 months striaght. Keep in mind that while I had service with them, I topped up my phone with top-up cards I bought at BestBuy.

First off, I had never consented to an auto bill cycle; secondly, I hadn’t had an account with them for over six months.
I went to my bank and filed fraudulent charges on this company. I did recoup three months of charges, but had to go through the company to recoup the rest. (My bank only files 60 days back.)

When I called customer service to claim the rest of my refund, I was told I no longer had an account and that the number associated with said cell phone, had been recycled. Obviously I already knew this key bit of information. When I complained about their shady business practices and the fact that they had started charging my card six months ago for an account they knew didn’t exist, the rep asked for my credit card number...I asked if he was serious, and then informed him that they still had it because I was still being charged monthly.

Needless to say, my bank issued me a new card, but I still receive messages from Virgin Mobile stating that their attempt to charge my credit card was unsuccessful. This company goes beyond unprofessional. Believe me.

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7:17 pm EDT
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Virgin Mobile USA stay away from virgin mobile

I bought virgin mobile and the new triumph phone from them for my brother and myself. That brought me to a total $423.99 dollars for the plans and the phones. Now they tell me I have to go home and set up an account online to have my phone cut on, but that the first month is already paid for. I go all the way home and follow the directions just for them to tell me that I did not pay for my first month. I come back to the store and as if I weren't there before they tell me I have to pay again! They did not receive the payments they said. I was extremely upset! They didn't even try to fix the problem nor did they care. I was desperate to get things in order so I paid after 3 hours of confusion and bad customer service! I now pay for a second time and right there in there faces they still couldnt get my phone cut on and the computer to say I paid! I sate for longer as they can't get stuff in order. Then I ask if I can have my number brought over and they say absolutely, we do this all the time. Go and cut off the other phone, get the acct. info and we will transfer the number. I follow directions and then they tell me they can't do it until I pay for another month with the other company. I tell them that they told me something different previously and the customer service person (who can barely speak understandable english) goes off on me and just mutes my call for 5 minutes and refused to let me speak with a manager.
THIS IS ALL BY DAY 3! STAY AWAY FROM THIS COMPANY!

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Narsone
, US
Aug 20, 2010 9:27 am EDT

Earlier this year I requested a new cell phone from Virgin Mobile, due to very poor service I cancelled my request, but I was still billed for this phone, this was at the start of May 2009, for the amount of + - R2500 (Virgin check ref. [protected]). I discussed this matter with the Billing department and was told that I would receive a refund. Up until today I have not received this refund. I made a couple of follow up calls, once I was told that refunds have been delayed. I accepted this and waited a little longer and when I made my next followup call I spoke to a lady by the name of Mosa. She was going to look into it and follow up with me, I have not heard of her. It is now August, heading towards September, and I have not received my Money. I really do not know what to do anymore, I really dont.

VRIGIN, please get your act together and give me my money back! WHAT DO YOU GUYS WANT ME TO DO? PLEEAASSSEEEE! I'm starting to see this as theft, pull yourself together man! C'mon!, And PLEASE do not phone me with attitude again.

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Alkonaid
, US
Dec 01, 2010 3:33 pm EST

I went to Virgin mobile @ Cedar Square in Fourways on Friday [protected] as I received an sms in Dec 09, advising me that I have paid off my phone and can upgrade. On my arrival a guy helped me, but each phone I was interested in was not in stock, I was then advised to come back Monday [protected]. I then only went yesterday which was the [protected].

When I arrived a lady came to 'so call' help me, I first asked her what kind off phones can I get with my currenty contract, which is R 149 or cheaper, she then tells me, that I have asked this question previously so does this mean she has to take all the phones out again, which she does, angrily then tells her colleague, to just help this 'MAN', which is myself, and walks out off the shop to do her own thing. I just stood their, then went up to her colleague, and told her to cancel my contract immediately. I am very dissappointed as I expected to stay with Virgin Mobile longer, and that is with having endless network issue with Virgin mobile!

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10:53 pm EDT
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Virgin Mobile USA refund

I purchased a rumor virgin mobile pre-paid cell phone. I could not get reception in my area. I sent the phone back and purchased insured mail. Virgin Mobile says they have never received the phone. I called the post office and they verified that the phone was picked up by Virgin Mobile. The post office provided me a label number and a firm number. The post office says that a firm number verifies that Virgin Mobile absolutely picked up my return. Now, I am out of the money and the phone! Does anybody know what steps I can take to get my refund. I have my insured reciept from the post office. What kind of company tries to pull this kind of stuff? I was also treated very poorly when I activated the phone by their "customer service".

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BaitandSwitch
Grand Junction, US
Jan 11, 2014 2:20 pm EST
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I return the defective phone that I purchased from Virgin Mobile, after two day’s of trying to get it to work, and then when you call the support team you can hardly understand them. I’ve been waiting for a credit for over a month, when I call them they keep on telling me the phone has yet to be return, after 6 times I furnishing them the UPS tracking number, showing it was delivered and signed by there receiving department. After they checked they verified the phone was signed for and delivered, but they would have to turn the matter over to their resolution department, 6 times they have told me this. I FILED a complaint with the BBB, now I’m writing to the Attorney Generals Office. Their phones are a joke, customer service is worse, take my word for it don’t buy a phone from Virgin Mobile.

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7:19 pm EDT
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Virgin Mobile USA unauthorized charges to my bank account!

I am appaled at the BAD business tactics of this mobile phone company! they are supposed to be a PRE-PAID phone service but recently they took 130.50 out of my bank account without my authorization! This left my bank account in the negative and I was also charged an overdraft fee! According to the customer service reps they will set you up for automatic payments unbeknownst to you whenever you pay to top up over the phone using your debit card. On top of that when I was speaking to the customer service rep I asked specifically, "when did your company notify me that they set me up with automatic payments?" He answered, " It doesnt appear that they did mam." Needless to say I was LIVID! I called on two different occasions and both Times when I requested to speak to a supervisor I was put on hold and no one ever answered...Also when I asked for their corporate information I was told that they didnt have access to that info...This is ridiculuos! I am a business person and if we treated our customers this way... we wouldnt have any left! They have not heard the last from me...I plan on contacting the corporate headquarters in New York [protected]...and if that doesnt work...[protected]@foxnews.com!

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klover2honey
, US
Jul 25, 2011 5:24 pm EDT

They charged me three times and put two of the charges back on my card after dealing with the worst customer service I have had to deal with. Of course, it takes 5 business days for the money to go back into the account, so that put me in a bind for that week. I actually had to borrow money from someone to keep it from overdrafting. My bank told them all they had to do to remove the charges immediately was to call them and let them know they wanted to remove the charges with my card number which they already had, and they would remove them, but they didn't want to do that. After I finally got ahold of a supervisor in Asia, they told me that the money would be back on my card within the hour and they took the number of my bank also. I guess just to shut me up. It took 5 days. I am currently looking for a new phone service. Never again with Virgin Mobile. They have the worst customer service.

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aseaofemotions
beverly hills, US
Jul 13, 2011 10:03 am EDT

Actually Tman1980 you are wrong. Virgin Mobile just withdrew $26 from my paypal even though I cancelled all form of payment through their site. I even triple checked. I have to call them in the a.m. plus my bank to dispute the unauthorized charge. I know I will get this resolved though through my bank .

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Tman1980
Richmond Hill, CA
Jul 07, 2011 12:02 am EDT

Your complaint sounds completely fake. No company would ever just start taking money from your account without notice. Dont care how many ! you put in your message, I cant believe this post in any way.

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6:35 pm EDT
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Virgin Mobile USA incompetent customer service

THIS complaint dated 14 June 2011 is in direct response to virgin mobiles incompetent customer service being outsourced into another third world country and the saga that has taken place thus far.

My name is Jason Harris, at the end of May 2011 I decided to switch my prepaid service from straightalk (wal mart) to virgin mobile inc. In doing so I sold my straight talk phone through eBay and needed to port my phone number. After battling with “Alex” the virtual advisor at [protected] for a few minutes I got to a “live advisor” somewhere in India. I was told by the porting department to buy a simple cheap prepaid phone and use the serial number from that phone to have my number ported to the virgin mobile network. I was then told when my new Smartphone arrived I could “instantly” transfer my number to the new phone.

On 9 June 2011 my new Smartphone arrived, and I promptly called customer service. The representative could not activate my phone because “I was on a paylo plan, and they needed to switch the plan” but for some reason they were getting an error message. After listening to this incompetence and lack of any knowledge on how to handle a customer properly for 2 hours and being put on hold MULTIPLE times at long durations I gave it a rest for the day.

The following day I called back three times and after a lot of complaining managed to get my case escalated to “level 3 priority” support, and was assured a call back within 24 hours.

That time came and went and I was not contacted, when I called back to complain I was given 200 bonus minutes and up to 49.85 credit on a account that I never gave a dime of my money to (even though your company has charged my credit card numerous times in activation attempts you always charged it back and refunded my money according to my records) and was told that until my issue could be fixed that I would be able to use the LG 101 PAYLO phone while waiting. This was also an outright lie as this phone has never been able to make a phone call

I was irate and called back again the next day to be told by several supervisors that I would be hearing from someone by Tuesday 14 June 2011, and that my issue would be resolved by that time. Today is 14 June 2011 and when I called the rep still had no solution for me, and I was transferred to a supervisor, who attempted several times to activate my lg 101 to pacify me and promised a resolution was coming soon with my Smartphone but “could not provide an exact time and date as to when that would happen”

I realize I am only one person in many of your customers but why did you outsource such customer service to purely incompetent third world people, why is it something so “instant” has taken so many days to resolve. Any other cell provider would have either fixed the issue or made good on credits, and speaking of those I have no use for your bonus minutes but since your reps all insisted I was on the 20 cents a minute plan even though I never signed up for a plan at all, I have found that with this aggravation virgin mobile will eventually fix my issue and when they do I feel you will owe me the monetary amount that those minutes accrue to, and for those of you that can’t do simple math it breaks down to .20 X 200 = 40.00 + 40.00 = 80.00 credited to my account when and IF you activate my phone.

Also telling your customers that “customers are not allowed to have the number” to the technical support that is allegedly working on their phone is not proper service at all, you people wouldn’t have a company if it was not for the customers that pay their prepaid contracts and deal with the hassles you give them, I have also filed a better business bureau complaint against your company and have left a message at your corporate office.

I EXPECT A RESOLUTION WITH THIS ISSUE OR TO HEAR FROM SOMEONE ENGLISH SPEAKING AT [protected] ASAP, this is intolerable and there is no excuse for the stupidity involved in this companies incompetence and lack of respect for the customer.

I am also posting this to several places on the world wide web with tags that are sure to attract Google spiders, people need to know what they are getting into before they buy a phone that is worthless for them to use and make a monetary investment they can’t possibly make good on!

Jason Harris

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Cheryl Lynn Thompson
Langley, CA
May 22, 2012 1:41 am EDT

I am at a loss for words, I purchased a game on my Samsung Virgin Mobile phone I went through the steps and when it finished downloading and but of course taking my money $7.00 to be exact, an error message pops up saying that the game isn't compatable with ny phone. So I tried to see if I could play it since it seems to have been downloaded into my phone, but no go. I then call customer service or should I say customer non-service if they can help it.I was put on hold 4X and at least 1 - 3 mins each time, I was then told that he(Colin) has reported the problem to the technical dept & they should get back to me in 7 days, nothing about me being reimbursed my $7 dollars when I said what about my money he replied that they would be looking after the problem now. I said hold on here I want to talk to a supervisor I was put on hold again #5 & when he returned I was told a supervisor would contact me any where from today to three days max, I said no way not good enough so he put me on hold again #6 when he came back on the phone I was told he didn't have a supervisor available right now but one would call me back today, I told him no problem I will hold, he didn't know what to say cuz he stammered a bit then put me on hold #7 but I wont count that one since I asked to hold. He came back on line to tell me he just had a supervisor become available (how convient) put on hold again #8 then a fellow by the name of Delaney came on the line & had me explain the problem to him which I did he then put me on hold told me he had to review my account history, he came back quite fast & told me that I had tried to purchase the same game back in March of 2011 & the same error msg happened & they gave me a reimbursement on a ONE-TIME situation, I said yes but this game is not the same, & I previously checked the compatibility with my phone & the game & it said it was ok to proceed which is what I did & got the error & NO game. He said that it was the same game & I then said again no it isnt there are many versions of this game such as a I II III & Deluxe & Challenge. But he refused to listen & spoke over me while I was trying to explain to him & this is there day time supervisor speaking with me like that, he should be ashamed at his rudeness & un professionalism. The call ended by him giving me the choice to agree with his decision & accept the error msg & eat the $7 dollars or he would transfer this claim to the complaints dept & they would be contacting me in three days we can agree that I went with the latter of my choices.In the mean time I have to eat my $7 dollars that Virgin Mobile has stolen from my account since they didnt honour the basic agreement that you purchase a game, they recieve the money I recieve the game, it didnt work that way I didnt recieve the game but they still got my money & refuse to reimburse me back due to some computer number saying its the same game I tried to download last year, can you believe that they VIRGIN MOBILE have stooped so low as to start stealing money from clients who have done nothing wrong except try to purchase a game. There just lucky I havent brought up the Two dozen or more times I have decided to check my balance and to my surprise there has been money taken for things that my plan covers but for some reason the computer says different & so my balance gets lower & lower I can just imagine how many times this has happened when I havent checked my balance I bet there is a whole lot more than just the two dozen I have caught VIRGIN MOBILE helping them selves to my money in my account. I wouls take a guess at well over $250 in the past 3 & a half years I have been with them, if not more the two dozen times had added up to $88 & what is so ironic is when this happened with the game the day before I had just dealt with them putting back $2.45 into my account cuz they were charging me for my incoming calls & the plan Im on allows that on the weekends, so anyways this is my complaint & I am waiting to hear what is going to be done about my measly $7 that I want & I am entitled to have put back into my account, cuz in my books thats THEFT no two ways about it. Have a good day. Cheryl T.

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-kevin-
Jacksonville, US
Jul 28, 2011 5:54 am EDT

Incompetent doesn't begin to describe them. I ported my number from AT&T and "more than a week later" they are still unable to get it properly provisioned to my account. I've called over ten times and hear the same excuses and lies each time. We will call you back in an hour with an update...LIES! They also claim it's been escalated to the highest point in the company...MORE LIES! If the highest people in your company can't get it working after more than a week, then this company is bound to collapse in on itself. I'm returning the phone this weekend. I would call Virgin Mobile to get a refund for my monthly access charges, but I can already picture how that phone call would turn out, so I'll save myself the headache and aggravation and just contact my credit card company to get the charges reversed. The thing that really upsets me the most is now I'm going to lose my number due to their incompetence. Their low prices may be enticing, but heaven forbid you have to call them for any reason. Do yourself a favor and stay away!

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9:51 pm EDT
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Virgin Mobile USA corrupt, incompetant

The one good thing I can say about Virgin Mobile is the service itself (good signal and connection) is excellent in most urban areas, and very affordable.

Their customer service and accounting, however, is atrocious. It's hard to tell how much is incompetence and how much is sheer corruption, but there is definitely a lot of both going on.
Typically, rollover minutes would mysteriously vanish from my account, leaving me unable to place outgoing calls when I need to.
Online account records are sparse and inconsistent, the numbers do not add up, and their internal accounting records don't go far enough to account for lost minutes.
You call customer service and are immediately confronted with the most obnoxious voice-mail system known to humanity. A system that is designed to ignore your responses and avoid contact with live advisors at all cost. And disconnect you.
After the typical 3-4 calls and 20 minutes of yelling at dysfunctional voice-mail, lucky customers get through to a live advisor, who in turn talks in circles, lies, and dispenses incorrect information and faulty advice. If you ask to talk with a supervisor, the supervisors are never present or available, you're stuck with the incompetent, dishonest, unsupervised customer service ###.
The customer service-### initiates an "investigation ticket" to find out what happened to my rollover minutes, and I never get the followup call.
After a month, I place my own followup call, go through another 15-20 minutes of dysfunctional voice-jail and robo-hangups. I get another customer service ###. Have to explain everything over again. Twice. The "investigation" investigated something entirely unrelated to problem and yielded no results. Back to square one.
They gave me another answer that answered nothing. Then they gave me another customer service number for specialist. A number that turned out to be fake.
So I have to place ANOTHER call, another 15-20 minutes if dysfunctional voice-mail complete with robo-hangups. Another 10 minutes explaining the situation a third time, and customer service ### #3 tried to tell me I had to pay a fee for them to check their records. When I said that was unacceptable, they assigned a new investigation. Thanks to their delays and lack of notice, it is now 8 months since they lost those rollover minutes. I have no confidence in followup.
They DID comp me 50 minutes, which is probably enough to cover the lost rollover time, but it didn't fix the problem, and took me over 2 hours phone time arguing with them to get that 50 minutes back.

In an unrelated incident, another customer service ### gave bad info about custom ringtones that resulted in unauthorized charges to my account, and when I found out about these charges, Virgin would do NOTHING to correct account or reverse charges.

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Virgin Mobile USA the lack of solving an issue

To Everyone Who Has Grievances Concerning Virgin Mobile
And Their Alleged Fraudulent Business Practices.

Did you know, that Virgin Mobile has now been acquired by Sprint Nextel Corporation and is a wholly owned subsidiary under their Corporate Supervision since 2009? Which, coincides when problems with Virgin Mobile Services began to surface prominently with very few satisfying resolutions. In fact, complaints seemed to begin to allegedly multiply rather than dwindle over the last two years under Sprint Nextel’s banner.

Perhaps, what grievances there are against Virgin Mobile should now be redirected towards Sprint Nextel and its Corporate Officers. For it’s Sprint Nextel Corporation, that allegedly mandates Virgin Mobile’s daily business affairs and how any and all customer complaints are to be handled and resolved. Which is quite apparent, they, allegedly don’t give a damn. Apparently, they have allegedly turned a blind eye and a deaf ear on accountability and resolution. If these Corporate Officers were allegedly, the least bit concerned of the growing number of complaints regarding Virgin Mobile and why it is not being resolved–perhaps Customer Satisfaction and Trust can be salvaged.

But with about 6 million customers allegedly lining their pockets with profit and bonus checks, why should they care who’s Credit/Debit cards have allegedly been fraudulently charged–Or who allegedly paid for services that was never delivered–Or even allegedly give a damn, that Customer Service Representatives either, allegedly can’t speak coherent English or are allegedly unwilling to follow through to investigate and resolve an issue.

Perhaps now the hierarchy at Sprint Nextel Corporation, should start seeing and hearing. Take an active interest. Because we who have grievances, do have other options as to resolving the outstanding issues.

One option, is to contact our State Attorney General’s Offices by visiting their website. On there, you will find informative information as to how to go about filing a formal complaint and with whom, to file it with.

Another option, is to find a Private Attorney knowledgeable in Business Law and Practices–One who can handle the issues you may have. If the said Attorney is aggressive enough, and there could be a strong case to pursue the matter–He/She, may look into taking it up as a Class-Action Suite.

But as for any satisfactory solution, it can go either way.

So let Corporations, like Sprint Nextel know, that you do have rights under the laws and that you are mad as hell...and won’t take allegedly being ignored anymore.

Either Sprint Nextel Corporation steps up to the plate, and investigate the ever growing number of complaints against Virgin Mobile with some satisfactory resolve–Or step back and allow due process of the law take its course.

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2:05 pm EDT
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Virgin Mobile USA overcharging

The only thing virgin mobile are good at is removing your cash from your account
7 months straight they over charged us then we had to pay to phone them to get our own money back we now canceled the contract and want to go to court they had the brass neck to email us a how we doing survey today virgin are the worst company in the world
And sorry is their by word

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Update by janmat
May 18, 2011 9:19 pm EDT

canceled contract and keeping the phones until they refund our money

Update by janmat
May 17, 2011 3:32 pm EDT

THE DEAL WE HAD WAS £15.00 MONTH UNLIMITED INTERNET 5OO TEX 100 MIN THEY CHARGED US £22.00 AND CHARGED US FOR USING THE INTERNET

THE OTHER PHONE WAS £18 00 A MONTH THEY CHARGED US £28.00 PLUS FOR USING THE INTERNET

NOT ONE BUT FOR OVER SEVEN MONTHS THEN WE HAD TO PAY TO PHONE THEM TO GET OUR OWN MONEY BACK

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edward pfeifer
,
Apr 20, 2008 3:51 am EDT

after topping up my pay-as-you-go plan with a $20.00 (cash) card- without even using the phone- my balance went from $20.00 to $9.00 as if by magic! my phone calls have availed me nothing- and when asked for more information, they wouldn't so much as give me the name or address to whom i could speak (did you know that noone there has a last name?) they were rude and downright abusive- and then they hung up on me- three times! i am disabled, on a fixed income, and cannot afford to allow companies like this steal from me and then have the gall to laugh about it, or treat it like a joke. please help! or please point me in the right direction for my grievance. thank you for your kind consideration!

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edward pfeifer
,
Apr 22, 2008 4:42 am EDT

virgin mobile is charging me for calls i never made and services i never asked for nor wanted. they refuse to give me any information about who to see or where to go about this- after numerous emails and phone conversations- they won't even tell me who i'm talking to beyond a first name only! they have been rude, uncooperative, and downright larcenous... and i'm not letting this thing go! can you help me?

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beejay4477
Pampa, US
Feb 10, 2009 8:34 pm EST

We had chosen unlimited texting for $20 month and were under the impression that this was a regular top up just as when our balance went too low. However, news to us, You have to manually go in every month and redo the unlimited option or they charge you per text. I had $80 extra charges that no one at the virgin mobile could care less about. They said we should just have know and it was our bad and were very rude when I asked for a refund and for them to just charge us the $20 instead. Rudest people on earth and really got pissed when I asked to speak to an American.

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Ell78
, GB
Dec 24, 2010 6:12 pm EST

I upgraded my phone contract 3 days before my bill was generated and they have charged me for the whole period at the higher rate. They tried to tell me they were correct because my bundled minutes were added when I upgraded so I asked for 2 separate bills for the period before and after the upgrade. This was refused because 'it doesn't work like that'. No it works whichever way is in virgins favour. I was made to feel like I was trying to steal something and it took 2 hours. I have asked for a transcript of the conversation, I admit to getting irate but it is like headbutting a wall.

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jonb2535
Quincy, US
Mar 27, 2011 12:34 am EDT
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Correcting and adding to my above post: Before VM will allow a the $20 topup each 90 days, your account balance must be below $380. So before your topup date, burn down your account below $380. Then topup. If you forget and they kill your service, request a reset by email on VM website. They pushed my "you must topup" date forward 30 days. Then burn down below $380. Then topup.

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jonb2535
Quincy, US
Mar 25, 2011 3:35 pm EDT
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First, never give Virgin Mobile a credit card number, much less a bank account number. Only pay by top up card. I only use the phone for car breakdown emergency or when meeting or being met by someone at the airport. I have had the .18 cent per min plan requiring $20 topup every 3mo for 5 years. But they still play games by adding $80 to my account, forcing me to tie up my land line burning $100 off. Topup at least by their $20 card won't work on balances over $300. Anyone found a workaround for this?

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ordinary_vincent
, PH
Mar 08, 2010 1:59 am EST

ask and it shall be given. especially if you ask it not in a rude way... :)

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islandfl
Warner Robins, US
Aug 15, 2009 10:39 am EDT

I agree 100% with this complaint. I have the same problem. EACH MONTH NOW, for the pat three months.. this company STEALS from me. I am on the unlmited plan. I "top up" on time. They accept the "top up" from my credit card.. And yet on the VERY day they they ALWAYS, without fail, start docking more from my balance for every text, phone call, and internet access, as if I'm not on their unlimited plan. Can range from a few dollars to a lot more, depending on when you catch it. YES, if you e-mail them and complain, you will eventually have the charge removed... but raresly do they do it on the first e-mail because their customer support people don't read carefully and they send you canned responses. This month I am on my THIRD e-mail trying to explain the problem and they have removed the texts but not the internet charge yet. Eventually they will.. but WHY should a good customer have to police this company EVERY MONTH to keep their billing system honest. This is a pathetically mismanaged company. Another customer service issue I had earlier this year (phone not working for IM's or emails) was only resolved after I wrote a letter to the President of the company at great time and expense, and then only after about another five weeks of waiting. Just unbelievable.

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Erod
Fort Worth, US
Jun 27, 2009 11:55 am EDT

I am on a Virgin Mobile monthly plan. They automatically took $79.00 from my debit card without my permmission! I get paid at the end of every month. I hadn`t even paid my bill this month yet! I called their so-called customer service and can`t get anyone that speaks english? I told them to put my money back, and the woman got rude with me! She was like we can cancel your card for you? I couldn`t believe she couldn`t understand what I way trying to tell her? I`m switching service asap!

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tjw
Denver, US
Mar 30, 2009 10:21 pm EDT

In reference to the original complaint:
"We had chosen unlimited texting for $20 month and were under the impression that this was a regular top up just as when our balance went too low. However, news to us, You have to manually go in every month and redo the unlimited option or they charge you per text."

I just recieved a $210 credit card bill because of the same exact thing - and experienced the same level of rudeness when I tried to explain how that policy was never explained to me, etc. There were all to happy to just cancel my account instead of offering any type of discount of the ridiculous over charges.

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Virgin Mobile USA wrong phone supplied & demanding payment before sim card activation (no airtime given)

I concluded an airtime contracts with virgin mobile in 07/01/2010 telephonically. The agreement was that, they w'll give a free handset viz. Nokia N97 when I take the 24 mnths contract. But, they send me by courier an LG handset, a wrong phone. When I reported the matter to them, they said the courier people will come and take back, and I must wait for them. I waited for more 10 months and courier never came. VM did not even write to me or send account statements to show the deal is still on. Even the sim card that came with the phone was not activated and I kept it sealled during this period of waiting. Everything was dormant. They were also not debiting my cheque account. At the beginning of 2011, I was shocked to recieve a strange call from virgin mobile accusing me of (1) not paying my VM account (arrears totaling up to R1200, (2) not answering their calls/ avoiding talking to VM consultants. VM have now labelled as a bad payer and taken to their debt collector company, ITC-BA and this further damages my name, even though I never refused to pay VM. My sin was to wait for them to sort out the wrong phone complaint. I made several attempts to communicate with them through phone and letter, but, still no response. They are only sending me ' letters demanding payments' as from end March 2011. I do not know what to do next. I can send you copy of the recent letter to VM which is explaining my problem in details. (from Madoda Mgingi. tel o82 222 7776# [protected]@yahoo.com)

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Virgin Mobile USA top up card amount (ripped off)

I am a young sr on ltd income - I bought my cell ph out=right I've had it for 3-4 yrs &
always used top up cards. In the mth of Mar 2011 I had a balance $22.00+ & expiry date was March 29, 2011. This day I had a car emergency (that's the reason I own a VM cell phone) for only emergencies. That day at noon hour Virgin Mobile decided to wipe clean the $22. on the account before midnight that day. I called Virgin Mobile for assistance I was told that in Jan 2011 that I had call & the acct was recredit that only happens once a,
year. PLEASE GIVE ME A BREAK! I'm very unsatisfied with your policies and want people
to know. I'm sure the owner of Virgin Mobile Mr Grant realy needs my funds to fly around
the world in his planes. I would appreciate your responce in this matter.

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Ta'anea
New Westminster, CA
Jul 08, 2011 4:28 am EDT

I too have (had) a Virgin Mobile prepaid phone for over 5 years always topping up diligently. I had surgery and missed my top up time but was given my credit of 70.00 odd dollars back. The next month I was sent a text advising me I had until July 2, 2011 22:36:04 to top up my phone. I topped up my phone at 19:40 of that day however the balance was still wiped out because I am on PST and the expiry time is ET which means I was like 4 minutes too late and lost my balance of 96.30 which they would not give back to me. To make a long story short...I am no longer a Virgin Mobile Customer.

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Virgin Mobile USA unauthorized charges

Virgin Mobile is deducting from customers accounts an "xtras" charge.There is nothing in their "fine print" online explaining this charge.I found after online research there are a lot of VM customers seeing this charge on their accounts&are receiving no explanation satisfaction or refunds from VM.This "xtras" is not explained/mentioned to a customer upon signup nor that it exists & will be deducted from an account. $58.86 was deducted from my account w/in a one 60 day period w/o my knowledge or consent. No call minutes are associated with this "xtra" charge, no explanation on the online account history & customer service is unable to provide an answer. $58.00/month for prepaid as you go account w/no serv charge is steep & I believe VM is taking this charge from customers w/o their knowledge & consent & w/o the option to agree to the deduction prior to signup. Any help is appreciated.

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Update by endoxazo
Apr 02, 2011 2:35 am EDT

VM is utterly without a clue. I finally got a supervisor and they had he audacity to tell me that I authorized the third party they use to deduct the 'xtras" was my fault. So far I have contacted the FCC with the complaint and VM says they will refund all the xtra charges for the last 60 days and the texts that have been crammed onto my phone. I am DONE with Virgin Mobile. i going to try verizon, at least I know they have good service.

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robert kevin l.
,
Jun 11, 2007 12:00 am EDT

This company don't care how they make money off you, including rip-offs from services they claim you made. And that's final.
as a prepaid service customer, i am at their mercy. Whatever is on the bill is final, because they are GOD.

I hope someone would start a site for everyone who has been robbed by this CON cell service company to sign up for a class action lawsuit.

If there is a lawyer who comes across this post, let's rock & roll against this company that fabricate false services to generate unauthorized charges. I am still flinching from the shock that such crude draconian practice still exist in modern America today & nobody has caught on yet to take legal action for theft.

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ivan
,
Aug 28, 2008 1:06 pm EDT

Virgin Mobile has been billing my account for $21.36 for over 5 months, I finally noticed the activity due to overdraft fees, I have been in contact with their customer service but it is impossible to do much. The reps simply add some sort of complaint /Fraud case and don't even give you a way to fallow it up. When you call back they have to file a new one as they do not have any information on the matter.

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Diana Seavey
Cleveland, US
Jun 13, 2009 5:37 pm EDT

Incident = I had two pre paid cell phones for my children ages 12 and 13. On March 2, 2009 I called Virgin Mobile to top up and I asked the rep to STOP auto top ups form the phones and she said she would. April, May and June 2009 we were billed almost $2, 119 in charges that NEVER showed up in the payment history online at virginmobile.com! In the payment history the charges were only for the 6.95 month charge and occasional $20.00 top up and each month saying we needed to top up MORE. My bank statements continued to show debits sometimes 10 per day. After many attempts to speak to a Live Agent at Virgin mobile over several weeks, and dozens of hang up by the reps, I was told that my request in March to disable auto top ups was not processed because the account manager said they tried but that because I had a card on file to cover the monthly $6.95 charge they could not disable handset top ups but they never told me that at the time I called they said it was taken care of and
a card would have to be used with V key code to top up! Consequently it was march after I called that the charges began mounting up. I don’t know what happened to the phones (one was lost at school and I didn’t know about it), or how we can prove we didn’t make the calls and we didn’t authorize payments but Virgin Mobile has a $49, 95 unlimited plan and Virgin Mobile should have at least alerted me by email that these excessive charges were being billed and allowed me to switch over but the payment history on their website did not show all these excessive payments which was over $944.00 in one month and 44 top ups in one month. I’ am filing a dispute with Visa and anywhere else I can! This type of billing is abusive and each charge should have had to have my personal authorization and a pass code prior to topping up more minutes. The method used by Virgin mobile to pay for minutes is flawed and buyers beware the online records are inaccurate., also no paper bills are ever sent and difficult to retrieve past records. Customer Service with Virgin mobile is deliberately poor, including rude reps that actually disconnect or feign bad phone connection no matter what phone you call back on. When calling customer Service it is almost impossible to speak to a live person and the auto speaker does not allow for the caller to ask for live agent in a normal fashion. Virgin Mobile appears to make it very difficult to get customer service on purpose and refuse to make any adjustments.
Damage Resulting = as a result of these unauthorized charges we could lose our home or car since these charges were in excess of $2, 000. I have been so stressed out I have become physically sick from it. I have no way to recover the money as yet and consequently cannot pay our monthly bills.

7 top ups in one day at $21, 95 and $27.95 each.

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Virgin Mobile USA huge bill at end of 3 year contract

I am learning about a new game big companies are playing... it's called updating their system/websites. Virgin Mobile Canada an affiliate of Bell is one of these companies. I had a 3 year plan and for the first couple years things ran smoothly. I went with Virgin because they had fun marketing and perks for being a loyal customer, such as concert tickets, and phone upgrades, etc. I am at the end of my 3 years and the biggest perk I have had it a couple free ring tones. I never received any offers toward upgrading my phone or any concert ticket information. My big complaint with them was when I moved to a new city. Moving is hectic and stressful enough, but my cell phone provider added to my stress. Since I have moved they changed their website twice, which caused frustrating and time consuming issues with my password that would no longer register to the website. They don't have records of my previous customer information prior to my move, for example bills I had paid within the same year (I needed some info for my business I could not get), and all my "top 10" friends that I used to call on an unlimited agreement, I started getting charged for. I was so proud of signing up with Virgin in the beginning, I referred two other people. One of them was my best friend and she had the same "top 10 friends" package. She informed me before all my big issues, that she could no longer call me, because even though I was in her "top 10 friends" list, she was now being charged. She disputed it with no luck and had to pay for something that always had been included. She is a single mom and paying extra from her regular planned budget is not what she had in mind. At first I didn't think tried hard enough, and thought that I was not being charged extra for my calls to her. This was true, I was not charged for my calls to her on the same plan? and then suddenly I noticed I was. My last bill was over $700 - a far cry from the $70 I was used to. This has never happened to me before. They resolved some of costs, but I still paid over double what I was used. I have decided cell phones are too much headache and am going back to a land line, who knows what long term effects cell phones will have anyway. I may even be preserving my health by doing away with it. The stress uplifted from my shoulders by canceling my cell phone is great. On top of not having to pay for surprises anymore, I don't have to worry about losing my cell phone, it braking, someone stealing it, strangers listening in on my conversations, remembering to turn the cell phone off at conferences, movies, and funerals. As a consumer, I think most of us have gotten used to being puppets of large companies and while the standards of customer service and the proper training of customer service people is decreasing, the prices keep going up and we, like idiots, keep paying.

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Tman1980
Richmond Hill, CA
Jul 06, 2011 11:52 pm EDT

What is your complaint in this posting? That you had a high bill? Did you make calls and were billed for it? Did you contact someone at Virgin to go through your charges to know WHY you were billed what you were? You are all over the place throughout this post and dont make much sense. From the last part of your post, I really hope you do stay away from cell phones if they do possibly affect brain cells. You dont have a lot to spare it would seem. Good luck with the land line.

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Virgin Mobile USA data service

I have had my Virgin Mobile Intercept phone for about 4 months now. I have had Numerous times where the Browser will not work, my Gmail does not connect, my Google Calendar will not sync to my phone, And the Mapping program will not work - of course this happens when I am in an unfamiliar city trying to get somewhere! I have a small business and I specifically got this phone for business purposes. Customer Service has Not offered me credit for my wasted money on the data portion of my prepaid plan, despite the fact that I have had problems right from the start, so that adds up to Several months of not being able to use what I am PAYING for. They did offer me 20 MINUTES of call time- what a joke! VERY DISAPPOINTING!

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Virgin Mobile USA false advertising & fraud

I recently purchased a Virgin Pay-as-you-go phone as advertised at Free anytime web and text with 1500 minutes. Everything was fine for a couple of weeks until I noticed my cell phone had stop receiving and sending text messages. I contacted customer care and they told me my phone never had the plan for free text and web and that I would need to add money to my cash account if I wanted to use text and web. Of course I was bewildered by all of this, especially the cash account thing since I have "pay as you go" and if there was no cash on my account how come I'm still making and receiving calls? Customer care stated I changed my plan and I need to add cash to my account; at this point I had already given over $120 dollars for the month (I use the phone a lot). Customer care was useless and we began to just start talking in circles. I referred to their ads for 1500 minutes and FREE anytime text and web.

For anyone thinking of using Virgin Mobile you better think again! Also my rate changed from $0.05 cents per minute to $0.20 cents per minute after that phone call FYI. What a bunch of sleazy ###!

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kate444
san mateo, US
Sep 20, 2013 10:38 pm EDT
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Do not trust Virgin Mobile. I currently have internet access with them using a usb stick device that they sold me. Every month they rip me off for some of the megabytes I buy to use the usb stick device. I wish I never bought it. I am stuck for awhile till I can buy a device from another provider. Tell everyone you know that VM is a scam company. Use to be good...but not now. Good luck...I hope you are able to resolve the problem. I have been unsucessful in dealing with their customer service. Hope you have better luck than me.

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hbgguy11
Harrisburg, US
Mar 27, 2011 2:19 pm EDT

quit crying an read their brochures the 1500 minute plan is for 30 dollars and includes 500 messages and 10 mb's of interntet usage if you use your phone a lot then this probably isnt the right plan for you they have a 60 dollar unlimited plan, but they dont advertise a 30 dollar unlimited plan cheapskate.

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Virgin Mobile USA advertises & all taxes & fees included&

I've just switched cell phone plans today from ATT to Virgin Mobile. A major plus in my mind when deciding to switch was the fact that Virgin's Beyond Talk plans advertise their rates as inclusive of all taxes and fees. This is from Virgin's website (it's also on the hard copy brochures, and I assume on all their literature about Beyond Talk plans) :

3G Nationwide Coverage You Can Count On
All Taxes & Fees Included, except those charged at the point of purchase
Pay with Credit, Debit or PayPal for worry free monthly service
Buy Top-Up cards to pay with cash

http://www.virginmobileusa.com/cell-phone-plans/beyond-talk-plans.jsp

Here's the issue - when I called Virgin to select a plan (tried to sign up online, but glitch on Virgin's end did not let me) the agent said that taxes and fees would be $3.20/month! I must be missing something, because if this were really a case of false advertising, it would have been on the front page of the Wall St. Journal! And the kind of lawsuit that class action attorneys could only dream of ...

I spent over an HOUR on the phone with the Virgin people, including a supervisor, and both of them kept saying that they understood I didn't want to pay taxes and fees, but that taxes and fees are additional! I kept saying, but your advertising says "All Taxes & Fees Included!" I gave both of them the above link, but apparently at their end, they did not have the same info (about taxes/fees included) on the page using the very same web address! They also seemed to never have heard of "All taxes and fees included!" It seemed like they thought I just didn't want to pay taxes and fees!

The supervisor said that because I paid with a credit card, I was charged taxes & fees. I asked whether there are any options for payment that would be a flat $40 (I chose the $40/month plan) without taxes & fees on top. All they could do was say that the'd send an internal email "escalating" the issue, and that marketing would review within 24 hours or so ... but that I would not hear back from them! I'm pretty sure they'll review and conclude the same thing as the two (very nice) agents I spoke with today - that taxes and fees are NOT included, for some reason that I fail to grasp.

I'm guessing that I may be confused about what "All Taxes & Fees Included, except those charged at the point of purchase" really means, and that somehow it means, you'll be charged taxes and fees ...?

The supervisor, when asked, said that I was the ONLY person who's had an issue with being charged taxes/fees.

I am a smart person! An ivy league honors grad, a JD, and most important, someone with lots of common sense! I really can't believe that I'm the only one who feels this is false advertising. I just hope I'll like Virgin ... but I'm already a bit exhausted with it!

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Owen McNett
Cypress, US
Apr 16, 2015 2:15 pm EDT
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I see our post as being from 2011. When I read it, I thought "Someone posted my experience with Virgin Mobile". It is now 2015 and nothing has been done about the false advertising. Not only are they still advertising the lower monthly rate and flat fee, they still continue to give you the run around on the phone with customer service. I had a rep tell me I was not reading the brochure correctly after I read it to him three times and asked him how else it could possibly be read. At that point, we moved on to the tax subject and the English language barrier (my understanding him became hard with his accent all of a sudden) became so bad I had to talk to a supervisor. Supervisor was of no help and I ended up doing as everyone else has and paid the damn higher than advertised rate plus tax.

I hope a soon to retire class action attorney reads this and quadruples his retirement plan from this problem.

Owen McNett

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KarlsRanch
Los Angeles, US
May 18, 2012 5:07 am EDT
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I also have an issue with any extra charges on the base rate as the Beyond Talk Advertising clearly states that All Taxes and Fees are included. I pay via my bank on a recurring monthly withdrawal.
I talked to a consultant today who tried to tell me that my bank is charging me the additional $2.19 on my $25- plan. However the charge is appearing on my Virgin Mobile account.
I believe they are unlawfully adding fees and taxes to my base rate of $25 as their advertising clearly said all fees and taxes included.
Yes the support staff are quite terrible and are unable to resolve or shed any light on this matter.
We need to take this to corporate!

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VickiN
Littleton, US
Mar 26, 2011 4:47 pm EDT

I think the phrase "taxes & fees included, except for point of purchase" may mean the following. Over the last 2 decades, an increasing number of special taxes and fees have been added (rather quietly) to our communication services and utility bills. Some of these are federal, some are state, some are local county and city. More are being added even now. So, I'm guessing that the federal and state taxes & fees are included with the Virgin Mobile flat fee. The city, county (and possibly state) taxes & fees are the local "point of purchase."

So, VM isn't lying, although their customer service folks are not as well-informed and self-empowered as they could be. And, it would be a huge administrative nightmare (probably) for VM to be able to track, collect and pay out all the local county and city fees/taxes which change regularly across the U.S. The real problem is not with any one company or person. As citizens, we've all allowed these fees & taxes to happen, and have often been too overwhelmed ourselves to take the time to be informed and vote wisely. As politicians, we've made it very difficult to access clear, honest information. As for-profit corporations, we've actually made it illegal to consider honesty, integrity or anything else more important than profit.

The solution is to meet ourselves and each other with as much neutrality as possible, so we stop creating more conflict and problems. Clean up our own, personal act so we stop contributing to conflict and problems. And do our best to make decisions we will be happy with, given the options we can find. All of that is a TALL order. So, be kind and gentle with yourself, and with everyone else - as much as you can, and forgive all upsets as fast as you can. Drop them and move on. As a collective, we ARE becoming more honest, clear and loving people.

Vicki Nelson - www.ClearSourceCoaching.com

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aplastic
, US
Mar 25, 2011 1:04 am EDT

I sincerely doubt you are the only person who has a problem with this scam. And it is a scam. VM is increasingly becoming known for their dishonest tricks. Like the bait and switch they pulled on their broadband2go users where they promised them unlimited internet then switched it to a limited plan.
They will keep pulling this [censored] as long as they get away with it and since most of their customers are young and think everything is disposable they would rather switch then demand service or honesty.

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Virgin Mobile USA internet service

Donot buy virgin mobile mifi, it is a horrible internet service provider, no tech support or at least no english speaking tech support... Horrible.. Waste of money I am trying to get my m oney back the so called company is giving me such a hard time due to the stress and bull I have had to deal with I have retained a lawyer.. Yes I will be getting my money back plus some.. Peple dont let them get over on you..
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03/10/2017 I spent 1 1/2 hours with tech support, explaining that I purchased the "used" mifi from another customer who did not provide the necessary information needed to access the account.. Long story short, after 1 1/2 hours, they just added the top up $$ to the account.

03/14/2017 I spent yet another 1 hour with tech support, explaining the same yet noted information on the account, and still no support.. Clerk keeps saying, im sorry without the 6-digit pin I cannot help you, nor can I apply the top up prepaid info, because of the 6-digit pin.

If you want a mifi2200, purchase direct from sprint, or another tech support service, that can actually give you support for what you have paid for..

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Marcy John 3:16
, US
Jul 20, 2011 5:17 pm EDT

I purchased a Virgin Mobile Mifi 2200 from Walmart in Feb. I had a little trouble installing it because I had a communication manager from ATT on my computer and it is how I connect to WiFi but I got thru it. Less than a week later, the mifi quit working. I called the 800 number every hour or so and I just kept being on "hold". Finally I held until someone answered 1 hour and 47 minutes later! They then told me that there was a update and they would have to reboot me. We got it reactivated and I was assured that the update was only once a year and I should have no further problems. I have now called them on 9 different indicents of "no internet service" and I have to go thru a very loud auto answer from a voice who calls itself "Ales". Alex is way too happy - probably becuase he delights in the torture one must go thru to speak to a person. I have always talked to people with very thick Indian accents and they used American names like Rick and Jason. If your name is Indian and you have such a thick accent, just use your real name! Finally I learned how to reactivate my unit by myself and found I was having to reactivate every time I turned it off. The person I spoke with last week seemed amazed that I turned it off and took it other places. Isn't it for that purpose? Finally, I yelled loud enough that they sent me a replacement. Supposedly I am not supposed to have to reactivate it every time - finally someone listened! The new one came after I had no service for a week. I was assured that I would keep the same account and the $40 unlimited service that is no longer available. I entered the new EIN into my computer and phones when I got the new unit and expected it to work. NO! I had to got thru Alex's happy little voice and hit the number 1 7 times becuase he now walks you thru the activation steps before he lets you talk to a live person in India. I called 3 times and each time they acted like I wasn't following the steps. Finally one guy put in a ticket and said the problem was at their end and my Mifi was just start working within 4 hours. 4 hours later, no service. I called and went thru pressing 1 and listening to happy Alex until I reached another man. It was ten p.m. and I give my account number and password to the guy and tell him to check my account because I am not explaining the problem again. He comes back on the line, calls me by my first name (legal name, not what I go by) and proceeds to happily tell me that there is no problem. I differed with him that there was a problem because after the promised time I still have no service and I am going out of town the next day and I would like to use the Mifi with my laptop. I am then informed that they have 72 hours to fix my problem. I asked for a manager and after holding for 10 minutes I am told that the manager is on another very long call and no one can help me. I give up. I am going to just cancel the service. I was saving some money over the ATT Motorola Wifi and was able to use the Mifi with phones and laptops, but it is not worth all the time I have spent on hold and all the "unlimited" 5G I have paid for and not been able to use. Do not buy this product. It's a great idea and when it works it is fine, even faster than I expected. When it goes wrong there is no way to get help. There is only one 877 number, no email addresses, and no people who speak English to help.

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debmartin1122
Naples, US
Mar 05, 2011 12:59 am EST
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Donot buy virgin mobile mifi, it is a horrible internet service provider, no tech support or at least no english speaking tech support... Horrible.. Waste of money I am trying to get my m oney back the so called company is giving me such a hard time due to the stress and bull I have had to deal with I have retained a lawyer.. Yes I will be getting my money back plus some.. Peple dont let them get over on you..

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Greg K
Saint Clairsville, US
Oct 18, 2011 3:11 pm EDT

I brought a new mifi direct from Virginmobile. When I went to create my account it took me right in and said I had 10 days of service and that my account name was ALEX. Wow great right? Not so when the 10 days were over I couldn't add to the account and when it ask for password I realized that it never ask me to setup password or mystery question. When I call they say can't help you don't know password or right answer. Do they think I stole the damn thing? Well, whatever the 30 day return period is over and I'm screwed. Thanks Virginmobile "pay as you go" and don't let the door hit you on the way out.

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angrier than angry
Washington, US
Aug 31, 2011 4:08 pm EDT
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My Virgin Mobile Mi Fi stops working so often that my password includes the word Hell. It dies everywhere and anywhere--even in strong hot spots like airports. Plus, there is horrible customer service. DO NOT BUY THIS. IT WILL MAKE YOUR LIFE A MISERY. Best Buy and other retailers should stop selling it.

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chrisriston0109999
Holiday, US
Jul 26, 2011 7:36 am EDT

i own a mifi 2200 it falls a sleep way to often so i went to best buy and did my home work and bought a cradle point router for around 100.00 dollars and startes using my virgin moble mc760 usb cradle point is the best thing everthankyou cradle point for being there

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Erick J
Miami Gardens, US
May 21, 2011 10:47 pm EDT
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I wholeheartedly agree, as I am a customer of Virgin Mobile, sadly. I have so many problems with this service it's not even funny. First, the service constantly pushes you out, thus blocking everyone and everything connected to it (whichever 5 devices) from using it's online capabilities. When you go to call them about this situation, you get someone that barely knows English, or barely knows what they're talking about. The only thing that they will do is walk you through the reset process, or tell you to take out the battery and wait for 30 secs. This happens so much that I called them another time when this happened, stating that this shouldn't happen so often.

My second problem is that I bought this mainly so I can use my Desktop Computer. Since the desktop doesn't come fully wireless, I bought a wireless USB card made by netopia to connect to wireless connections, and it works beautifully. Everything in my apartment connects to this lame excuse of a air card so easily, except my, you guessed it, MY DESKTOP! It takes so long to connect to it, that I just leave it to try to connect to it, which can take up to a few hours! So I call them back, and what do they tell me? The same thing they told me before: reset it. If that didn't work, then remove the battery, and put it back in. I tell them that My Laptop can connect to it, my Wii can connect to it, my Xbox can connect to it, hell even my cousin's Ipod can connect to it, so why not my Desktop in a quickly manner? They tell me that it's most likely my Wifi Device used to pick up wireless signals, in which I proved them wrong.

The third is their "plan." I have the "unlimited" plan of 50 dollars a month, and I thought that it was going to be nice. Little did I know, about 2 weeks later, aside from dealing with service blocking, the service slows down tremendously. I see that they say that the amount of data used is unlimited, but once you surpass 2.5 GB of data, they have the right to decrease your surfing speed DRAMATICALLY (which is low, anyway), thus making this plan you're paying for very limited. I call customer service, and after deciphering their English, they state that because since alot of their customers use sites that streams loads of data, such as youtube, their service slows down for everyone else. WTH?! That made no sense to me, whatsoever. Basically seeing how they judge the data consumption, you can get to 2.5 GB of data before the week is over with. On top of that, the only site that you'll be able to attain high speeds on is the virginmobile.mifi site that they give to you upon purchasing. It's sad, and I can't wait until a port opens for internet service in my apartment complex. I'm so gone from this trash.

-Erick.

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prepaid scam
Newark, US
Mar 21, 2011 4:50 am EDT

I too agree with these customers that virginmobile mifi is a ripeoff! The internet is super slow and you can never use it during the day. During the day you get not service it just loads and loads. At like maybe 1100pm eastern time does it work for a few hours. It is so unfair that you pay for a service that you never really get. It is definitely not worth you money. I would not recommend virginmobile mifi to anyone. You are better off paying a little more money anywhere else.

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Aeteocles
, US
Mar 14, 2011 9:24 pm EDT

Generally speaking, problem exists between keyboard and chair.

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9:25 pm EST
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Virgin Mobile USA broadband2go

I live in an area where the only available internet connections are dialup and satellite. We had been on dialup for 20 years.

A few months ago around Thanksgiving of 2010, my dad and I decided we were fed up with dialup. So we went and bought a Virgin Mobile Mifi 2200 and a $40 "unlimited" plan.

At first it wasn't half bad. We could watch Netflix, YouTube, download games, no problems came up. Then one day I read a notice saying starting Feb 15th they were going to put soft data caps at 5 GB. Meaning if we went over 5 GB in a month, the speeds would be capped down to 250 KB/s until we purchased another unlimited plan. Which I thought wasn't TOO bad.

However. Shortly after we were capped, our speed went even LOWER from 250 KB/s to about half of what we got on dialup. For $40 a month. We paid $9.95 a month for our dial up.

Now Millenicom offers an unlimited 3G plan for $70 a month. The only thing with them is if you go over 50 GB in one month they'll investigate what you're doing. But Jesus Christ, 50 GB a month is a damn good amount of data. Even if it's more expensive, I'd rather pay for the better speeds.

Maybe if I call Virgin Mobile and ### at them enough they'll get the message. But I doubt it.

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waterinthefuel1
Lafayette, US
Jun 21, 2011 4:37 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

You said that if you go over 50gig a month they will investigate you. I've been doing research and came across millinicom and I called and asked them. They said that is no longer true, they don't investigate anyone. Unlimited is unlimited, period. They said they used to do that, but do not anymore. That was about April-May of 2011 when I spoke to someone.

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9:41 am EST

Virgin Mobile USA rip off

For the second time, I downloaded two ringtones and one screensaver. Again, I received only one ringtone and no screesaver. I have been emailing this rinky-*** company for days! The last I heard, they were "escalating" my problem to a higher tech support. That was four days ago and I've heard nothing back so it looks like I'm out the money and the products I tried to download again. Oh yes, the first time this happened, I ended up with four screensavers that I would have never chose...I've tried to delete them but they're like the screensavers that just wont die!

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naomi gorden
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Jul 03, 2008 2:18 pm EDT

They charge me every month unauthorized! Beware people!

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Hutchico
, US
Jan 12, 2011 3:55 pm EST

I have had several line with this company for several years. I started with them back in 2002 and then they were a small but okay company. The last 2 years or so they have become incompetent idiots! They constantly charge phone lines more than once a month and I always have the most difficult time getting a live advisor. Today I asked for a supervisor and I KNOW it was the same person. I just replaced my phones and I use this for a business. I am looking at going to another company in a few months. I just cant afford to change everything with this economy. If I were you find another service, the price difference is not worth the headaches or bounced checks from the idiots that have your credit card information!

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