Virgin Mobile review: Worst customer service ever

I wanted to buy a phone and had a plan to change my mobile service provider to Virgin. I did all of this online.

I received an email telling me to call 1-800-509-9904 because they had to verify things with me. I did it. The person told me everything was okay but transferred me to customer service. Customer service said everything was okay and, while laughing, transferred me to another person and said they were on the line. They weren't. I had to wait, and then the person didn't even understand why it had been transferred to them but assured me everything was okay and that I should completely ignore the email I received, which is ridiculous.

So the following day, I called back 1-800-509-9904. They asked me a ton of questions to verify my identity, which I answered, and the person said my order would be processed and accepted because, well, I am indeed me.

Two days go by. I call back 1-800-509-9904. I am told the order has been cancelled. I repeat everything I had explained before, but they tell me I'm a fraudster. He says it was another internal team that cancelled my order, different from the team the person I had spoken to two days earlier was in. I never received any email about any of that though, and since I had been told everything was okay and processed, good thing I checked! Stellar job of internal and external communication for a… communication company…

Speaking of which, soon afterward, I receive an email telling me the order was cancelled (what a coincidence, definitely not because they completely forgot to do it, right!) in English even though my first language is French and all previous contact was in French.

Then, the icing on the cake. I receive an email soon after, in French, telling me all of this was just a mistake and to please call back to start again from the beginning.

How incredibly bold to waste one week of my time with contradictions upon contradictions, call me a fraudster, not let me know what’s happening with my order, get my language wrong, and finally have the BALLS to contact me AGAIN to ask me to still give you a chance?!?

This is, by far, the WORST customer service I have ever seen. You didn’t have me as a recurring customer and that’s how I’m treated—I can’t imagine how terrible you guys are once you’ve secured people’s money! I wouldn’t wish my worst enemy to have a plan or order anything from Virgin Plus.