Virgin Mobile

I purchased Virgin Mobile broadband from Columbus Wireless, the sales person did check to see if I could get the service in my area. It did show that I could so I made the purchase. I paid $136 total for device and card. I took the device home followed instructions to activate. The device would not activate so I called back to the store and they gave me 800-877-8778443 to contact Virgin Mobile. Called Virgin Mobile they walked me through a process by asking a number of questions. The rep asked if I had how many bars do I see and tell him the number. I did that so he then asked if I was by a window in which I was. The device still would not get enough strength to stay connected.

I asked about a refund and he told me that once I take the device back to the store to call Virgin Mobile back and they will refund my $50. I called back and was told that I could not get a refund and that's when it all started. Called back, talked with someone else and they told me that I had used 301 data usage and I relayed to them how is that when the internet keeps going down. Talked to someone else and they told me that the data usage was 490 which now I am really angry. What they failed to tell me the day that it was activated that I need to disconnect when I'm done because if it is not the data usage will continue. They finally agreed to send my money back but it would have to be a check that I will get in 4-5 weeks which is too long.

My mentally challenged son has signed a contract with Virgin Mobile and requested paper bills. Four weeks after he got the phone, it was cut off. They said he owed them over $200.00. When I explained that we never received a bill, they said they would send one. Yet, we had to pay the $200.00 to get the phone hooked up until the bill came (it never did). We asked for (and we're told they did) a text when the account balance was close to cut off as Cullen becomes quite frustrated. We received a bill in December for -$15.00 as the iPhone broke. As there was physical damage, they told us to go through Apple.

We contacted Apple and had the phone replaced. In the meantime, my son put another card in his old phone. Apple sent the new iPhone and something was off on the configuration. We have been left to deal with this all by ourselves receiving comments like "Our policy is," "We are only contracted to provide network services and if you become unable to use them, that is not our problem." We have been told by Virgin Mobile to ask Bell to unlock the phone, in which Bell is wondering why we are calling them. Apple has been great and we thought we had a solution until this morning when the phone again was cut off. We received no bills or text. How are we expected to pay for services without a bill?

There were many calls made by my son to try to deal with Apple, Virgin Mobile, and Bell which must account for some of the charges. A call to head office's problem resolution center almost two weeks ago has not been returned. With my son's mental illness, he has created some physical damage at home because of the frustration and lack of service. This is unacceptable to me and should be to all consumers. Such a lack of regard for their actions and lack of action is irreprehensible and irresponsible. They seem unwilling to solve the problem or deal with difficulties. I have bent over backwards to help my son fulfill his contract and deal with Virgin Mobile, but the staff seem indifferent to people. Please help.

In August, I bought a new Motorola phone and switched my plan to a $35 a month plan from a $25 every three months auto top up plan. The phone proved defective and after talking to an advisor who couldn't figure out the problem, I was advised to return the phone which I did in September. Working with an advisor, my old phone and plan were restarted while I waited for the phone to be received by Virgin and my account credited so I could buy a new phone. By the end of September, my account was credited with $299 which brought my balance over $340. I was waiting to buy a new phone because it was rumored that the iPhone was going to be offered.

In December, I got a call that my phone was going to be shut off because I had not topped up even though I have auto top up with a credit card on file. When I called, the advisor told me I had a zero balance. I asked where my money went and after a lot of calls and emails. I was told that they swept my money because I did not top up. This is their mistake but I am starting to believe that this is their way of taking people's money. When you do call you get a runaround which is their way of having people give up, while if it was investigated further. I'm sure there are a lot of people this has happened to which accounts for a lot of money in profit to Virgin. If I can find out the local rep for this company, I am going to take them to small claims court and make sure that the media is aware of this tactic. I am a 68 year old retiree who kept building up this account so I could buy a better phone, how many people like myself has this happened to?

On December 16, 2012, I went to buy a Virgin Mobile phone. I was switching from my old service provider because Virgin has a very affordable Android phone. I asked the employee about the LG Rumor Touch and before I bought it, my boyfriend asked him if it held apps. The employee said, "Yes, it's an Android." When we left the store, we realized it was not Android. We went back the same day and they told us that they had a 'no exchange, no return' policy. I asked to speak to a manager and he was located in another store.

So I went and told him what happened. He told me about the policy and I told him it was his employee's mistake. He then said he couldn't exchange the phone for something thing that I did want because of the way the box was opened. I told him that his employee did it. He then said he would have to check the cameras and then get back to me. Well, he never did check them. I had to call the Virgin Mobile headquarters and they told me that the dealers should have a 30-day return policy. I informed the manger and he still wouldn't help me.

I have made a complaint at the Better Business Bureau. I am very upset it has been almost 2 months and I am having to deal with this phone that I didn't want.

I've been a customer since 2006 of Virgin Mobile and I never had a problem until now! They will not allow me to download anything, fix reoccurring internet issues, and customer service acts like they are paying for my phone and its use and will not replace it knowing it's out of warranty. They never informed me of it until I called and had a complaint about my service! When I called customer service from their own company, someone I had talked to previously stepped in and made it possible so that I couldn't get my phone upgraded or get the services that I'm supposed to get because I don't have a cash balance showing on my account; but payments are with an unlimited plan that I paid $45.00 for via credit and they won't acknowledge that as a cash payment in some way like they did in the past.

They said I had to pay over a hundred dollars in US currency to get the phone I have replaced/changed! Which didn't make any sense. But I'm really tired of the rudeness that customer service from Virgin Mobile has. They seem to know all of my business, but when I call them to fix anything they don't know anything all of a sudden! They don't pay for the services, I do; I should get the services they give as stated in their plans!

On 1/28/2012, I contacted Virgin Mobile to pay my bill which was due. I asked the representative to bill the $60 due plus tax for a total of $69. Then she told me I was qualified for a new rate of $55 plus tax for the same plan. I authorized her to bill my debit card for that amount. After I hung up the phone, I received a text alert from by bank that I was billed twice by Virgin Mobile.

I called Virgin Mobile back and asked the representative to speak with a supervisor. He told me there was no supervisor available. I asked him how that was possible and that I needed my money back on my debit card asap. He was extremely rude and so I insisted on speaking with someone in charge. He told me his supervisor was at home sleeping, his exact words!

Well, to make a long story short, I insisted on having the money put back on my debit card and was told it would be credited in 1-2 business days. That was 1/28. Today, I called the customer service center again and was told I would have to wait 7-10 business to get the $69 refunded to my card.

That's unacceptable, Virgin Mobile. Now I'm extremely mad. How dare you take my money needed to care for myself and family and not refund my card as I requested. Why all the rude reps?

This was all the money I had left on my card and I want it back right away. When I'm late paying my bill. you have disconnected my service twice without any exceptions. Now I want Virgin Mobile to give me back my money today. I want my money back. This is a difficult time for me financially. Please understand. Thanks.

This complaint is to report mail fraud deceptions that are being committed against consumers on a regular basis Virgin Mobile regarding the USPS printed labels that they place on their return No Postage Necessary If Mailed In The United States Priority Mail envelopes. The labels they attached contained deceptive and fraudulent Delivery Confirmation Numbers on them that do not contain an accurate number of digits for tracking after these packages have been mailed or delivered. Consumers are returning mobile phones under the Virgin Mobile warranty with the false sense and belief that they the printed USPS Delivery Confirmation Numbers are good numbers when in fact, they are not for tracking purposes by the consumer or Virgin Mobile customer service reps.

The USPS Delivery Confirmation numbers that Virgin Mobile print on their return No Postage Necessary If Mailed In The United States labels are not good numbers and are missing 1 to 2 numbers causing these packages to be unable to be traced by the consumer who returns telephones back to Virgin Mobile. The return priority labels that Virgin Mobile apply to their No Postage Necessary If Mailed In The United States are unable to be scanned by the Post Office they are mailed from nor can these packages be tracked after delivery by consumers through the Postal Service tracking system after being delivered because the labels Virgin Mobile placed on their printed USPS labels are not good numbers because they do not print the entire number on these packages. The numbers always contain too few numbers, 21 digits.

When a customer inquires with Virgin Mobile about a package that was sent in one of these envelopes, they are told that they can't find it in the USPS tracking system as having been received and is requiring their customers to pay the full retail price for the telephone that they replaced under the warranty. Virgin Mobile sent me a new phone still in all its new packaging instead of one of their usual replacement phones under their warranty no cost replacement warranty. They are seeking $199 from me for this new phone because they are claiming that they have not received the package containing the broken mobile phone back that I sent back. They will not reinstate my cell phone service unless I pay the $199 or prove that the telephone was received at their return center in Plainfield, IN.

Note: The Mail clerk at the Wentzville, Mo Post Office 65585 was unable to give me a proof of intake receipt for the package because neither the bar scan nor the numbers placed on the return No Postage Necessary If Mailed In The United States label from Virgin Mobile would scan or take in the system. The postal clerk stated that the package would be sent to the from address on the package. Virgin Mobile is claiming that the package is not showing that it was received according to the USPS system. I explained to them over and over the situation concerning the no good digits they place on these packages to no avail.

Note: On January 27, 2011 I called the Plainfield, IN post Office location at 317- and learned that there was not enough numbers (digits) given for the Delivery Confirmation Number. I gave them the 21 numbers that was on the package and told them all of the return envelopes that they have ever sent to me contained only a 21 digit Delivery Confirmation Number. A postal supervisor went and inspected some of the red and white packages that they had for Virgin Mobile and discovered that Virgin Mobile had also placed only 21 digit numbers on those packages also.

I was told that if the packages were received at their post office that the packages would still be delivered to Virgin Mobile or Picked Up By Virgin Mobile that they would place the 21 digit number on Virgin Mobiles Firm Scan Sheet so that they could be billed for postage. This however does not help me with the proof that I mailed the package.

Customers are being deceived into believing that they have proof of mailing when in fact, they do not because of the fraudulent and deceptive numbers that Virgin Mobile print on their return No Postage Necessary If Mailed In The United States envelopes. Please open an investigation into this matter and if you would like to inspect an actual return envelope of Virgin Mobiles that contain one of these fraudulent and deceptive 21 digit USPS Delivery Confirmation numbers. I have another one in my possession due to my placing three phones in one envelope because Virgin Mobile kept sending out to me replacement phones that were not in working order. Also, as mentioned earlier, your Plainfield, IN Postal Office 46168-9998 can also verify that they receive mail with Virgin Mobile USPS labels with 21 digit no good USPS Delivery Confirmation numbers.

I had phone service with Virgin Mobile. About 1.5 months before my contract was supposed to expire, I went to another provider for mobile service. They transferred my phone number from Virgin mobile to the new provider. Virgin mobile continued to charge me until the last day of my contract . Okay, that is expected. We had a contract. Then 1 month later, they charged me another $113. I called them. They told me that I transferred my service before the end of the contract and there is a charge of $113? Well, they are charging me 2 times, one until the end of the contract, so I paid until the last day and they charged me again after I kept my part of the bargain, that is I paid up to the last cent of the contract. What is extra charge for? I'm very unhappy with them.

My services for virgin mobile were suspended because I did not return the broken phone after they sent me a replacement phone. So, I sent the phone back on Jan 17, 2012. Today is January 26, 2012, still to no avail. They keep saying they haven't received the phone. Mind you "USPS" said the tracking number that Virgin Mobile has doesn't work in their system. I recently realized that the return package that they sent to me is for Tennessee and not Indiana where there warehouse or whatever is, which is where I was originally going to send the package to through FedEx. I did not find the return envelope.

So my phone has been turned off since January 14, 2012, Sat. will make it 2 weeks. If my phone isn't on by Saturday, then I might give in and pay the fee for the phone but only if they reimburse me for my lost service and pay for my next month bill. If not, then I will wipe my hands with Virgin Mobile and go back to Boost Mobile.

I have had at least seven (7) Samsung Intercept replacement phones because of problems with that model through Virgin Mobile. Finally they sent me an LG Touch replacement phone. That replacement phone had issues and they sent me another one. That replacement phone was no good either and they sent me a brand new LG Optimus Slider in the box that had never been opened. The next thing I know is my phone service was cut off because they claim they had not received my broke phone back. They said the tracking number can't be located on the USPS website tracking and they do not show receiving it back.

Thank God that I made a copy of the labeled envelope because I have learned that their prepaid envelope label did not contain valid tracking numbers. The USPS Delivery Confirm numbers do not have enough numbers and because of it will not show any information on the USPS website, nor can it be tracked because of the invalid numbers claiming to be USPS Delivery Confirm with a bar code. Upon further investigation I learned that one number was missing, not enough numbers for a legit USPS Delivery Confirmation Number. Upon further investigation, I have learned that none of the prepaid labels they have sent me had valid tracking numbers. They all were invalid, missing one and number causing it to not be able to be scan for tracking.

Note: The prepaid envelopes all show from: Plainfield Return Center, Suite 190, 2675 Reeves Road, Plainfield, IN 46168.

The postal service clerk explained that the package would still be send to from the address. How is it that all the prepaid labels from Virgin Mobile to me have one missing number causing the package to be unable to be tracked? This is U.S. mail fraud! These phones have all been sent back with me having the false security that they were able to be tracked. My phone has been off for a week and they told me they would have to have the phone before my service is turned back on or I would have to pay $199.00 for the phone to have my service cut back on. I have a copy of the label and have recorded the numbers of several other envelopes I have sent back. I believe they are attempting to force me to pay for the new LG Optimus Slider phone in an underhand fraudulent manner.

I refuse to pay them $199.00 because they claim they have not received the broken phone back. My warranty is good for one year and is expiring on April 2012 for replacement at no cost for any reason lost or broken. I would suggest making a copy of any return envelope that Virgin Mobile send to you at the post office and then have the clerk stamp your copy showing that the package was accepted by them. They have my phone number which I had transferred to them and can't get the phone number back until they turn my phone back on. If my service is not back on within 24 hours, I will seek legal help.

I just received a LG Optimus V as a gift. I want the $35 plan w/ unlimited text & all the features w/ 300 min. After talking to many people who don't speak my language, I know the minutes do not roll over. It was no big deal. My question was how much more than $35 would it cost as I am on a budget. I can't understand them, so I asked for a supervisor. I got hung up on!. They can only provide a 1st name but yet they want my credit card number to activate it. I don't think so! I finally spoke to a woman who speaks English & she explained it much better. I am still stumped. I have 10 days to return this phone to the store. I have not yet activated it.

I was a raving fan of Virgin Mobile. They seemed to provide great service at the most reasonable price (= a great value!). As of ten days ago, I started experiencing a coverage hole at my primary work place (I heard from another Virgin Mobile customer working in the building they also experienced the loss of coverage about ten days ago). When I called to see what might be going on, the technical help team did all kinds of reprogramming on my phone, to no avail.

When I called again, they wanted to see if maybe my handset was the issue. I happened to have a new handset in hand. We switched to the new handset but the issue persisted. I then asked to switch the service back to the original handset, as I have data stored on that handset. Also, I figured I could live with the hole in coverage for a few days.

What I did not expect is what happened next. After I was switched back, my account froze. From that point, I could neither make nor receive any phone calls from anywhere. I called back to ask for a remedy for this issue, and I was told that this issue would have to be escalated to the Virgin Mobile headquarters. The issue would be resolved in 24-72 hours. After three days without any phone connectivity and also without any call back from the Virgin Mobile headquarters (I'd provided alternate numbers and my email), when I called again, the folks at Virgin Mobile made me go through yet another problem solving session. I'd by now spent about 5 hours on the phone trying to just get service onto my phone.

After 84 hours, when I called again, still no solution had been reached but by now the customer service agent read me back a message from headquarters that a solution would be reached within 5-7 days.

I am in the process of switching phone companies as Virgin Mobile's service was non-existent (it was a waste of time), and literally the phone company wasn't able to provide me with phone service within a reasonable amount of time. On top of having spent hours on the phone with Virgin Mobile, the loss of phone service has meant a hardship in so many ways. I use my phone for business a lot and I've lost business over this.

I clearly would advise anyone considering Virgin Mobile to a) have a backup plan in case similar things happen to you, b) think twice before signing up with the company. I am hoping that someone will consider more of these cases and pull together a class action suit to recover lost time and lost calls.

I have had nothing but problems with Virgin Mobile, since day one. My biggest problem is no internet service, slow internet, and the phone is always powering off while I'm on the internet. When I called to speak with a Virgin Mobile representative, it's always the same remark, "sorry to hear you're having problems, our apologies". Here I am again with the same problems. I am always having slow internet connections, and the phone is powering off, while I'm connected to the internet. I'm no longer calling Virgin Mobile to speak with a representative about internet issues!

The problem should have been resolved the first time around, but continues to be the same problem. My second complaint was around two weeks ago. I am having the same problem, internet Issues and files corrupted. They told me to call my provider to reset the phone, in which I called to report same problem. I explained to her I have a severe hearing loss, and that my husband knows nothing about my phone. With my hearing loss, and with the representative's accent, I would not be able to follow instructions from her, to resolve my internet problems, and to reset the phone, that I need to speak with someone who spoke more clearly.

I went on to explain I was on the phone with a representative through Virgin Mobile, Alex, and he was kind enough to put me through someone who spoke more clearly, only we were disconnected. She went on to say I would have to go to a neighbor's phone, since I wasn't able to hear on my cell. Out of frustration, I hung up, called back and my husband explained our situation. The male representative explained that repairs can be done without walking us through the steps. For customer satisfaction, he gave me 50 additional minutes. I have had 3 good representatives. My largest complaint was when I called way over three times, and the problem with internet still exists as of Friday, 1-20-2012. From the first call, the problem should have been resolved. I will not refer or recommend your company, Virgin Mobile, to anyone.

I have a broadband stick from Virgin Mobile to buy gift cards and can pay them for more computer time. I called in your American Express to Virgin and was told they don't use your card. So I went and bought a top up card for the computer. I went to store a couple days ago and tried using your card and they said there was no money on it. So I did a balance check and Virgin Mobile took all the money. I've done everything to get in touch with them to no avail. I get very little money and they stole that money off my card. I lost my legs for this country in Afghanistan only to come home to be ripped off. I would like my money back.

I have been trying to pay my cellphone bill for 3 days now using two different debit/credit cards. I know there is enough money on the cards to pay the bill for it and yet every time I try, they take the money off but regretfully they don't turn my phone back on instead they decline the payment and the money goes right back on the card. Keep in mind I've tried this using two different cards from two different banks and when I tried to call costumer service, a girl picked up and asked me a question. While I was answering her question, she put me online with a different girl. I guess thinking I wouldn't notice and as I tell her what was going on she told me the the bank is denying to allow the transaction to go through though I know for a fact that I had already talked to the bank and they told me that the service provider is not allowing the payment to be made and at that I've tried using two cards from two different banks.

After contacting both banks, they are both telling me it's virgin mobiles fault. So after calling again, I asked to speak to a supervisor and guess who they put me on the phone with the same chick, who I was on with just days earlier. I suspect maybe these two girls share a box together and don't really care about anything truthfully. I believe that that's probably what they told to do because otherwise they know they would have a lot more problems on their hands they can really do with. So I think all these problems people have are really not on the customer service people but on the supervisors themselves and the owners probably too because they probably don't feel like dealing with people complaining about their service because they already know it sucks and they know they are going to get hundreds if not thousands of calls everyday, because they know what they are doing with their service and they enjoy ripping people off as much as they can. Probably because no one is really using the service anymore and they can only keep the foundation of the company running by taking money from unsuspecting victims.

I wanted to use a phone that someone gave me as a Christmas gift because the original Kyocera Jax is too small for me to see and now it got worse with some dots on it. When I logged in to my account at Virgin Mobile USA website, clicked on phones and apps, then attempted to swap phone that was given to me. I followed their directions and picked from the list they said that I could swap. From the list, someone picked the HTC Wildfire S because the website said it would work with my Assurance Wireless account. So someone purchased it for me as gift so I can see the numbers better. But when I attempted to perform the swap, it told me the HTC Wildfire S could not be swapped! After it showed that it was on the list of the phones that could be swapped!

I received email from Virgin Mobile stating service will end 2/10/12 unless I purchase at least $20 for 90 days of service. I purchased $20 which was added onto my account. However, the cancel date stayed at 2/10/12. I wouldn't have ordered minutes if I didn't get email from them.

I emailed Virgin and they answered asked me to send copy of their email, which I did. They said they would get back to me, which they didn't. I'm out $20 for minutes I will not use by 2/10/12. I would have switched plans if not for their email. I want either a credit for the 20 or the 90 day extension of service as their email stated.

I purchased a Motorola Triumph phone from Virgin Mobile and after 2 months, the phone stopped working. I had insurance on the phone and they sent me a used phone to replace it. It came without a battery and the back cover. They told me to use the old battery and back cover and to send back the old phone. The cover does not stay on the phone that they sent and they dropped my insurance coverage. After several calls to Virgin (in India), they refused to send a new phone and will not reinstate my insurance.

I bought a Motorola Triumph in September. I called tech support to file a complaint. They have sent me 6 replacement phones; they all have the same defects. I would like a refund but they won't give me one, only exchange it for the same defective model. I'm no longer going to be a customer of theirs.

I called Virgin Mobile because I was not able to access PayPal through Virgin Mobile website. I had a dispute while on the phone with a live representative. The representative was trying to tell me that I was typing wrong in the spacebar and I wasn't. I tried to explain to him that it would blink the PayPal screen and then close back to Virgin Mobile site. Therefore I couldn't restart the plan online. I retyped, at his request, about four times. He told me to listen to him, that I wasn't listening, I had to be doing something wrong! He spelled the words out to me and told me to type them as he said it: www.virginmobileusa.com/paypal. Once that was said, I told him I can understand and read English.

I asked to speak to a supervisor and the call was transferred to a co-worker. When I asked her supervisor's name I was first told they had many supervisors. I asked her to let me speak to the person she goes to when she needs time off from work, or she has a problem. I asked for her name and/or the person I spoke to prior to her, who was so rude and I was told they could not give that information, put on hold, and the call was never answered. I finally hung up.

I bought a prepaid visa to restart my son's plan. I would not trust to give them my debit card at this point. Once the plan was restarted my son's phone would not work. It now receives an error code 97 and will not call out or receive calls, or do any texts. Virgin Mobile is telling him it may take up to three days for someone to contact him on this issue. I feel sure there was a lock put on my son's phone. I am sick of not being able to talk to someone in the USA when I need help!

On Dec.31, I got message from Virgin Mobile that they could not give me an incoming picture message due to low balance. Why not? My monthly flat fee covers unlimited messaging and ends on January 2nd. I went to their website (as usual) to pay my bill personally via an established well-funded bank account. On January 2nd, I got message that my payment was good. Later on Jan. 2nd, it said my payment did not go through. I tried again early on Jan. 3rd and it said again that it was good (I printed screen to prove it) but the 2nd payment also did not show.

I had to call Virgin Mobile customer service and talk to manager only to find out that their system wasn't even showing the attempted payments and their staff were not interested in doing anything about it. I paid again (third time) by phone with rep. and had to share my whole credit card number with rep and their internet support people to register a complaint with their financial services department, who have still not yet called back. Later on 3rd Jan, I found that the automatic debit set up for my aged father had not paid his insurance. What is up with Virgin? I am no longer happy with this company or its website at all.

I just, December 28, received a voicemail. The caller identified as sending it on December 22! I lost a job because of this mess up by Virgin and this is not the first time this has happened. I lost a job and maybe a client. That's going to cost me a lot of money.

The rep at the Future Shop had done a credit check for my son. My son had told the rep that he will return with me and that at the immediate moment, he did not want a cell phone. We had gone to get a phone 3 months later and found that Future Shop had activated a cell phone in his name. But the signature does not match, the address is not right, the email we never heard of, has no phone that is alleged to be signed for, no bills, supposedly gone to collection. And now, my son's credit score has been tainted. I am not very impressed by this.

Their service is deplorable. Every time I got a bill, I ended up fighting about the fees, then they would change them recognizing their mistakes. It was like preparing for a fight every month. Their "plans" change according to their moods and the representatives you get. This company is completely disorganized and has no vision. Thank goodness, I found a better provider. I am getting twice as much, they are honest and I never need to second guess my bill as it remains consistent. I am going to file a complaint about them through the Better Business Bureau, since their no contract clause is a complete false. They changed my penalty fees, regardless. I hope they go out of business and the competition brings them down.

I have Virgin Mobile Prepaid as a cell carrier. When checking my account balance for remaining minutes, I have caught them twice now in shortchanging my remaining minutes. I suspect they do it every month. For example, just now I found that their account balance says I have used 285 minutes, when in fact, I calculated usage at 262 and I did this three times to make sure I didn't miss something. If you call their customer service, they will fix the discrepancy, but I shouldn't have to do this at all. Imagine how much extra revenue they get in misinforming their customers of their usage, because most people likely do not check their math. It's easy to do, just highlight the tables and copy them into Microsoft Excel. Then use the simple autosum formula.

They state on the site that you are able to use an SD card to download and use all your favorite games, ringtones, etc., but in reality you can't.

We had a broken Blackberry phone on a Virgin Plan and wanted to upgrade to an iPhone. We were forced to pay out a $310 tab for a broken phone and they cancelled the warranty on it and refused to fix it because we had now upgraded. Why can't they still fix the phone? They have stuck it to us so many times with unwarranted charges, made up charges, and others they are disreputable. They fail to return calls and just go on their merry way ripping people off.

For 2 years, they have been changing my plan every month, and I've talked with multiple people, who call me a liar, and I will not tolerate it. The manipulation of my account, or of me and my money. They are the rudest, most vile, incompetent **, who can't speak English. You want to know where jobs go for the American people? Dial any **. My service was constantly interrupted, messages come three days late, if they ever come at all. In a word, Virgin is one of the biggest scams out there.

They have no customer service. No one can help me with anything, and none of their so called corporate numbers ever work. The 5 I have are all disconnected, so we as consumers are **! Mr. Branson may be a big shot in England, but his company in the US sucks, and we are all being bent over by Mr. Richard Branson, and our own government continues to let it happen, cause they pocket money! Remember, it's not about us, it's about the money our government pocket, and is never told to the public. Don't buy from Virgin, you'll be sorry.

I had signed on for a 3-year contract with Virgin last October. Biggest mistake I have ever made. Not only are their "customer care" associates very rude and completely unprofessional, they are complete and utter idiots! I have made my payments on time since I got my phone and have had nothing but problems. I have the $200 credit limit on my phone and they said that it would be automatically removed after 6 months and it hasn't. I also put a $200.00 deposit when I signed my contract and that was also supposed to come back to me after 6 months and it hasn't either.

They have cut off my service multiple times for non-payment; however, I had bank statements with reference numbers for my payments and they still cut my phone off and said to me that I "have" to make a credit card payment for my service to be restored. I make my payments a week before due date due to online banking payments taking a few days to go through and they keep telling me that I am not paying on time and that I am irresponsible and that until I make on time payments I will not receive my $200 deposit back.

I also work up in a camp in the middle of no where with no contact with family unless my cell phone is working. They recently suspended my phone again due to "non payment" even though I paid it a week ago. I had used a co-worker's phone to phone a "customer care" agent and explained to her that I had paid and had my reference number and bank statement of when the payment was made. I also told her that due to a family emergency and an expected death in the family I needed to have my phone running as I needed to be in contact with my family and that was my only way.

She told me that she didn't care and that it's my responsibility to pay my bill on time; she added that even with a statement and reference number they would not reconnect my service. Her name was Joy. Since then I had checked my balance and the payment was posted to the account which brought my balance back down to 0, yet my phone is still not re connected! This company is by far the worst I have ever dealt with. My advice to anyone is to not ever buy a phone or anything with this company!

USB broadband2go top up card. I bought a broadband2go USB device to get on the internet. Then I bought a $50 dollar card to get on the internet also. So I have been on the phone with the tech support for about 1 week trying to get it to connect, so it wasn't. Then they told me to download drivers on there, that didn't work. So I had been going to the library everyday trying to do it. So I'm tired trying to do it I just want my money back.

I got a cell phone from virgin in early September but returned it immediately (before the contract came into effect) when I learned that the cell phone didn't meet my needs.

The person I spoke with in-person said it would take about five weeks for my deposit to be returned. After five weeks, I called back because I did not receive my deposit. First, they said that it was sent, then that it was not and it was an error, and finally that they would mail me a new one check, which would take another five weeks. The same thing has happened three or four times now. I am furious. The customer service people are unhelpful, immature, and unprofessional. One employee I spoke with kept saying things like "What? What is going on?" When looking at my file because she did not understand what my file meant (very un-assuring for me...you'd expect employees to know what their own files mean). That same employee said that she was sick and hallucinating.

The second employee I talked to later seemed to be more helpful. He said that the issue was resolved and that it would be mailed out five weeks from that date. Now after another five weeks, I called back. An employee who advised me to call the next day. I did and the office was closed. Then I finally spoke to a very unhelpful employee who said that a new file had never been opened. All the former employees I spoke with were adding information to a closed file. I asked to speak with the supervisor many times, he refused saying numerous times that "they could not help" (after many requests) and finally just said that no one was there (which I doubt). A new file was finally opened for me after three months and I have to wait another week for someone to now get back to me.

I bought and kept my wife's phone and grandma's phone topped up and running for a very long time. My extension was 832 and hers if you try to call her you have to dial 1-936- and then the number and you will get charged by the phone company. But on the 832 number, you won't and Virgin Mobile say I have to pay to have the 936 number changed and there is no guarantee I will get a 832 prefix. If I could put VM out of business, I would. I've had nothing but trouble out of them. I hate them.

The item did not work. I sent it back to Virgin for a refund. U.S.P.S. delivery confirmation number ** shows that the item was received by Virgin. I never received my refund of $79.88 plus $2.80 tax.

My blackberry had broken due to the charging port coming out. I called the terrible customer care only for them to 'send' me a loner. Waited 5 days only to find out them haven't sent it. I called back and a phone was sent the next day. I got my 'fixed' phone back a week later and my phone isn't fixed. It's still broken. I was charged almost $50 dollars for this. I'm not paying for something I didn't get.

I had a Virgin Mobile R299 top-up contract. My last month of the contract was September 2011. My mobile was stolen. I went to a Virgin Mobile store to take out another contract with a free phone. I was advised to pay the remainder of my contract which was R144 or pay into their Nedbank account, which I did. I took a new contract which was an R320 contract with a talk limit of R1250 and was given a new Nokia E7 for free.

I had problems keeping my original number but that was resolved after a month and a half. I received an account and then was debited at the end of October R2900 which pushed me into overdraft. After several phone calls to Virgin customer care, they admitted an error. I was then for the end of November billed for over R7000, which again they claim was their error. I have tried on numerous occasions to get this issue resolved, but to date I still have not been contacted with any constructive feedback. I neither know nor can they tell me how much will go off on the end of December. There is much more and and I cannot list it all here.

I ordered the Triumph on Cyber Monday for $127. After a couple of days without a tracking number, I called VM to find out that they had cancelled my order. They told me that my order was cancelled due to the item being out of stock. After explaining that I received a confirmation email stating that the order was indeed placed and set to be shipped out by Fed-Ex, I got a ** reply that the order was cancelled after the email was sent.

The rep John said he can put the order through at the current price of $299. I explained to him that this was bait and switch fraud. After asking to speak to a supervisor, I was transferred to a line that doesn't stop ringing. Still waiting 30 minutes later. I am not the only one this has happened to. Read the forums online and you will see that they did the exact same thing to many customers. We need to take legal action against VM. Email me at ** and we can start taking the steps necessary to punish VM and have our orders honored.

The tracking pad on my phone stopped working a few months ago. I called and they were supposed to replace my phone with a new one or so I was told. I got back a phone and two months later, the phone is doing the exact same thing the old one does. I called on the 21st of November and they said that within three days, I would receive a call back. Today is the 30th and I have yet to receive a call. I have been calling every single day since the 25th and keep getting the run-around, but mind you, a week prior to me calling to report my phone being broken, I was receiving three to four calls a day to remind me that my phone bill is due. I paid $700 just two days before and they were calling me to tell me that I still owe them $98. This is my worst experience with any phone company by far and I have had some bad ones.

My LG Optimus worked well for 10 months. Now it doesn't work. Virgin Mobile tells me that if the phone doesn't work, they can't troubleshoot it. They won't warranty replace it until after this "troubleshooting" process, which the phone can't do, because it is broken. Third call got me transferred to a "supervisor" - after 200 rings, the call disconnected.

After 3 months without service, I received a replacement phone. And I was asked to mail back the original. After calling to get the mailer 5 times, they shut off my phone. I'm tired of waiting. I told them I'd mail it myself and asked for the address. Several months later, they shut off my new phone. They were saying they never received the original and that I mailed it to the wrong place, despite the fact they signed for it. All the while, I was being condescended to by a very rude Filipina call center agent with poor English and worse people skills. She would constantly say they would call me back and never would. I'll be waiting another 4 days (that is their standard line) for them to "escalate" (I heard that word 7 times the first time), for someone else to unban my account for not returning a phone, now over a year old, that I returned and they signed for. If you need reliable service or competent tech support, go elsewhere.

When topped up on the day of the expiration day, they top it over and I lost the last left over amount which would have carried over.

Customer service is horrendous. Condescending, rude, and juvenile. Their motto, "we are not happy, if you are not happy", is a complete joke. Their contracts are criminal, and hold the customer hostage. The competition bureau should closely scrutinize them, and hold them accountable to provide good service in exchange for lengthy contracts. I am disgusted.

It's terrible. I ordered HCT Wildfire S 7 days ago. They promised it to be delivered 3-5 days after the order. It did not arrive yet. I called them today to check out the status. They did not ship it yet. They had no idea when they will ship it and why they didn't. Of course, they are not sorry as well. I need the phone and I feel let down.

They tripled-charged my bank account for the month of November 2011. When I called customer service (which I could barely understand), she told me it was a known problem that happened to an unknown amount of accounts. So now I have to wait seven days for them to refund my money that they stole from my account. Please, everyone, pass the word to have people check their statements. They are doing nothing to notify customers of the problem and are trying to keep it quiet. They almost overdrafted my account and left it up to me to call and correct their known problem.

I was being taxed twice. Virgin Mobile is taxing consumers when they add money to their account to be used for their monthly service (which is also being taxed). I understand being taxed for the services they provide with their month to month offers, but to tax consumers again just to add money on their accounts to cover these month to month services is borderline wrong. It seems to me that there's a loophole somewhere being used to do this, which is not good. This is just my opinion, which, I realized, doesn't mean much. Thank you for listening.

In 2007, we purchased an emergency cell phone via Virgin Mobile with an auto top-off prepayment plan. The cell phone was fine at the store in 2007, but upon having to use the phone for an actual emergency in 2010, it was found there was no reception/service at our location. Having learned this, we called Virgin Mobile to disconnect the phone number back in May of 2010.

Unfortunately, we did not monitor our credit card account to ensure that these every 3 month "top-off" charges actually stopped.

After being contacted by email from Virgin Mobile recently, when they could not "top-off" their account, we discovered that they had been billing us since May of 2010. We were told this morning by their "customer service" department (for which "service" should be used loosely), that because we did not closely monitor our credit card account, they will not refund any prepaid moneys charged from May of 2010 to the present. So, even though Virgin Mobile was verbally (per their on-line instructions, you must call them) told to cancel this phone in May of 2010, we would still be responsible for all charges to the last "top-off".

When I asked what happened to my cancellation of contract call, I was told their records do not go back that far. I guess, I handled my credit card review as well as Virgin Mobile handles and updates their systems.

Basically, Virgin Mobile "customer service" was more interested in "booking/closing" their prepaid balance, than rectifying an error made on their part. I was repeatedly told that all of our past prepayments are lost for "currently" cancelling this cell phone, which Virgin originally should have shut-off 1.5 years ago! Virgin's logic is that they can not go back more than 3 months to settle any dispute.

I would stay away from any prepayment plans with them or any other mobile phone company. If you must go with a prepayment plan, closely monitor your charge accounts and do not rely on them to settle any issues.

Virgin Mobile Canada has made me experience the worst service today, (Nov. 15 & 16/11). 8 months ago, I contacted Virgin to state that my BB Curve 9300 keyboard was not working properly. The keys would stick, special characters would appear, and sometimes the keys would not press down. They sent me, what I thought was a replacement phone (BB Curve 9300), and I returned the defective phone. Unbeknownst to me, today (Nov. 16), I discovered the phone I have now, and am using is a "loaner" phone, and they have conveniently charged my account $250 for the loaner phone, because they did not receive the defective phone back.

Now, when i received the replacement/loaner phone, it came with their packaging and a bright yellow reminder paper instructing me to deposit the defective phone into the mailing kit, within 10 days of receipt. if the phone is not received within 10 days, they would charge me for the cost of the phone immediately. It is now 8 months since I replaced my phone, and virgin only now decided to tell me that the phone was not received, and charged me the $250.

Now, they expect me to go on a wild goose chase, to look for a lost phone with Canada Post, mind you, I have no tracking number, and no information to provide them. As a result my services with Virgin, have been suspended as a result of this charge on my bill. I am extremely upset by this, and they refuse to remove the charge. Also, the CSR has said, this has been happening to their other customers in the last few months, and that their sales support team has been backlogged.

I'm sorry, but 8 months is not acceptable to tell someone that the phone was not received. They expect us, as a customer, to adhere to their policy and guidelines, but they don't adhere to their own policy. This is unfair and wrong.

I had bought my son a phone for emergency use, so a bare bones plans. 2 1/2 years later, my wife found another cell phone plan better suited for the family so I went to cancel my son's phone 3 weeks before plan ended. I was informed if I cancel today, there is a $100.00 charge but if I wait for 3 more weeks, there is no charge except for the final payment.

The plan ended on October 26, 2011 and I got a final demand letter from Virgin Mobile addressed on October 27, 2011 that I am overdue in payment and I am going to be sent to collections.

I bought a Virgin Mobile Plan & cell phone. The cell phone was ok, but the service sucks! When calling from my own kitchen in my own house, it kept dropping calls & I often had to try to find a sweet spot in my house to get service at all. I kept it for a week & tried it in other locations.

Finally, I took the phone back to Best Buy without a problem. But Virgin Mobile? They said they'd issue me a refund for my $45 minutes package. I was issued a Refund Ticket # but then they did nothing to actually refund my money. When I tried to call repeatedly, they would put me on hold indefinitely. Leaving me in limbo forever and never come back on the line. Virgin Mobile will never get another account from me. Buyer Beware!

My Parents Bought me a virgin mobile phone in July 2011 from Target for $270.00, and in August my phone would no longer turn on. So I called tech support. They said they would send me a box to return that one and they would send me a new one once they received it. When I received the box, I called tech support and asked them about my micro SD card. They said not to worry they would take it out and put it in my new phone they were sending me.

A few days later, I called tech support again saying I had not received the phone yet. They checked and said they were sorry they sent it to wrong address so they would send me another phone once they have retraced that one. I finally received my phone two weeks later, but without my SD card and when I called saying my SD card was not in it. That there was no SD card in the phone they said that was because it was with the first phone they sent out that went to the wrong address. I said their was pics on there of me and my friends and that I was creep-ed out thinking someone else had these pics they said not to worry the data was destroyed.

I needed to be assured because I felt like they had violated my privacy and now I have no SD Card which cost about another $70.00. I have been calling 2-3 times each month starting back in August. When they kept saying sorry about my bad luck, nothing they could do, I finally told my Mother and she is freaking out that my pics are in a strangers hand and when she called last night, the tech support team like I had been doing they hung up on her twice and said they would not help her to rectify my situation and kept saying to her, "is there anything else we can help you with?"

Now she is looking for an Attorney saying my privacy rights have been violated and to add insult to injury, they were rude and not concerned with at least trying to resolve this situation by sending me another SD card, so I wouldn't have to incur more expenses. And that my privacy has been violated. Is this true?

Awful. Do not use Virgin Mobile, you get what you pay for. I had a new Motorola Triumph from Best Buy. After 2-3 months, the phone would not accept calls, it would not sound alerts nor would the home buttons work, (home, search or back button). I reported the problem on Saturday, October 29th. I was told to reprogram my phone. When that didn't work, twice, I was told I would be assigned an investigation, and it would be two days, with no service. Two days later, Monday October 31st, still no contact from the so-called Virgin Mobile "carrier". They couldn't carry a piece of lint to the trash. Still no help, unbelievable, I was lied to, cheated and stolen my minutes and monthly money I prepaid for.

On Tuesday, I am promised a new phone after saying I'm going back to Verizon and filing a complaint with the FCC. The replacement phone doesn't arrive till Thursday because FedEx was given wrong instructions regarding delivery. Upon activation, I had previously paid $15 at Best Buy, an agent for Virgin Mobile, for a screen protector, which could not be re-used on the replacement phone. Virgin Mobile would not replace my screen protector for $15. And now I will lose my account and I will tell 100+ people not to deal with this company. Rude and unprofessional service, call centers that are not fluent nor understandable in the English language.

No resolution to replacing a $15 Invisi-Shield from Virgin Mobile, who authorizes Best Buy to sell their equipment. They have a rude service agent. Never again will I use Virgin Mobile, much less call the service agents and be disrespected. Unreal poor lame experience. Branson, get a hold of your company, it is unsatisfactory.

I have had a Cell Phone contract with Virgin for 3 Years. My mistake, indeed. I finally was able to cancel my service, but about 2 months before my service was up, started receiving this multiple choice, quiz game. (I think?, if my memory serves me), may have responded to one question, then became conscious and simply would delete any more incoming questions. After my service expired, I received a bill for 87.50. My plan was 15.00 per month! Granted, I did go over my 50 minutes a month and also made a long distance call, so some of these charges were of my own doing.

What I found out in calling Virgin Customer Service was that, I was paying for daily incoming texts from this 3rd party. I was livid, not knowing this was happening! The Rep was absolutely no help and when I asked to speak to a Manager, he simply put me on hold and as I waited for over 10 minutes, he never returned. My projection was that he just wanted me to go away! I feel that I have no recourse in this matter and I feel it is out of my control. Why are these companies able to get away with these "criminal" practices? Here we have Sir Richard **, head of Virgin who is wonderfully philanthropic and highly successful and then there's little ole' me, the lowly consumer throwing money out the window, so he can catch it in the wind! The Customer Service Rep stated that Virgin pays this 3rd party....well, I would think it is a win win situation.

I was waiting on a refund of $ 85.00 for no phone service while signed on with Virgin Mobile. After numerous calls and replacement phones the service was still not working. I was told I was getting a refund of $ 85.00 on Oct 5, 2011. I have called Oct 5, Oct 21, Oct 25, Oct 28, and Nov 2 and got no resolution on where my refund is.

I lost money on two jobs at $ 375.00 ea because I had no phone service. I want to be refunded all the money that I put into that phone including the money I paid for the phone as well because I cannot use that phone with another carrier.

I have had a problem ticket on this number since October 10, 2011 and then again on the October 15th, because the first ticket was closed out because they claim I cannot be reached. Meanwhile they are my provider. This phone cannot access the web and they are aware of the problem. I have spent numerous hours on the phone and this is causing me anxiety. Also, I have been receiving text messages a day late. Not good when you have children waiting to be picked up.

I have had multiple problems with this company, from connection problems to pop-ups for more of their poor products. Leaving the timer running after I turn it off to maximize billing, overriding my homepage to log into their program to sell me more products and I can't proceed until they make me go through the whole sequence to try and sell me some thing. Now, this happened 3 or 4 times where I'm in the middle of a program, I get automatically disconnected. I was just in the middle of a 5 page report which took me 2hours+ to compose then it disconnected and I lost all my work. Now I have to do it all over again.

About year and half ago, I bought a phone from Virgin mobile for my daughter who is 14. The service was if the bill reached over $60, then the line will be disconnected. Anyway about two months later, the phone was stolen at her school. I called many times and tried to stop the service, but no one really cared to help or call back. I live in Edmonton, and my daughter in Toronto. One month after that, I went to Toronto. I went to Virgin mobile office and asked them why they won't respond to me or replace the new phone. They told me it may take a long time, but was advised to buy a cheap phone and they will repace the old one.

I did not hear from my daughter for about 2 months after that. I found that the customer service on line did a mistake by entering wrong digits. The line wasn't working since my daughter was in a car accident and they could not reach me because they cut her line.

Anyway I want a good advice and help to do anything I can to get Virgin back for what they did to me. They put me through hell and the bill now is over $2000. I will refuse to pay them and they have collection agency calling everyday. I need a feed back please and your help.

I paid my monthly bill several days ago before the due date, and immediately received a text from Virgin Mobile thanking me for payment. Two days later in the middle of a phone call Virgin Mobile cuts off my phone for nonpayment. I checked my bank account and Virgin Mobile had deducted a payment from my bank. I tried to contact them from a landline for 2 1/2 hours, but got a busy signal. I had to email them and now I am waiting, for who knows how long, to get my service restarted. My cell is my business phone as I am a full-time vocalist and depend upon people calling me for bookings. If they can't contact me, they book someone else.

I have had Virgin Mobile for over a year. Just recently, I have had problems. First, my phone internet was not working. I was unable to access my Facebook account and email. I called them and I received a text that the service was fixed. It was not fixed. I called again and they said they would look into it and will call me back in a hour but never called. Now, on Oct. 24th, I made my monthly payment online. They deducted it from my checking account. I received a text that the payment was a success. On Oct. 25th, my service was suspended. I went online and it said a problem with my payment. So I made another payment online. It was deducted from my checking account. I received a text saying it was a success. Still phone was suspended. I called them. The guy, Gary, told me that I had to call every month after I made a payment to reactivate phone. This makes no sense since I never had to do this before. Gary told me that a credit would happen. My checking account still was deducted twice. I called again and was told my Oct 24th was not listed. They would have to turn it over to the investigation department and it would take up to 72 hours and I would have to call them back to see if it was resolved. I have my checking account statement printed showing duplicate charges. I have online the payment history printed out showing duplicate charges. Something needs to be done and a credit needs to be done ASAP.

Horrible customer care. I requested a hard copy of billing statement as I was not able to access online billing, I never received one. I asked the agent that sold me the phone to request bills, but they never came, then texted and emailed me outrageous bills and called me a liar by customer care. My phone was cut off for 77 cents. My plan is $55 a month, but I'm being billed anywhere from $159 to $326 per month.

Last week, I called Virgin Mobile because my son's phone stopped working. I gave them the information to the account and the address. They told me that they would send me a new phone in 3 to 5 business days. After the 5th day, I got no phone, so I called them again to find out that they did not put the whole address and it was sent back. They asked for my address again and said they would send the phone again overnight.

The next day, I got no phone, so I called them for the third time and went through the information process again. I gave them the whole address again and then asked if my son will get credited for the time he was without it. The agent said, "Yes." Then, I asked him to repeat the address back to me to make sure it was right. He tells me an address way off base, and I tell him, "No, that is not right," and he says, "That is the address on the account." I said, "I changed the address on the account a month ago when we moved to another state." He tells me, "Don't worry about it." He says that several times throughout the call.

He then tells me I will have the phone in another 3 to 5 days and I got upset and asked to speak to a supervisor. He says, "Okay, please hold," then he hung up on me. I called back and got another agent and she says that the phone was ordered for overnight shipping. I asked her why the other agent told me we will have it in 3 to 5 days. She tells me, "I don't know. Don't worry about it." She then asks if I would still like to speak to a supervisor. I tell her yes. She hung up on me as well.

While overall, I am pleased with the $25/month plan, my primary complaint is with the delay it takes for the minutes to activate after I have topped up my account for the upcoming month. This meant a delay of sometimes over a day from the time that the last month ended to the beginning of the new month; in between, I still needed to call and receive phone calls, but I am unable to even check my voice mail, because Virgin hasn't "registered" that I've paid yet.

Last time, I called customer service, who were very friendly, and they fixed it right away. But it is unacceptable to have to keep calling customer service every time this happens.

They have horrible service. I have been with them for over four years and it's honestly not worth it anymore. Their plans are no longer competitive, their customer service strictly outsources (barely speak English), and they will steal your money whenever. They will debit your account, then say it's your fault. LOL, It's prepaid!

They shouldn't have the right to take money out of accounts. The purpose of prepaid is to have options, not constraints. They'll suspend your service with money on it if they get mad that you complain. They're so bad I changed to a regular contract phone. I'm so disappointed in Virgin Mobile that I wish for the world to know they're crooks now, quite possibly because there are so many better options out there. Straight Talk to Walmart, even Verizon prepaid is better. VM has delayed text messages for days at a time. I pay for a month of service, $55 plus tax, and I get a few days of the month where my phone just doesn't work. On top of all that, I actually got the e-mail address (fraudalerts@virginmobileusa.com) and no response ever, simply nothing! They won't be in business for long. Boycott Virgin Mobile now.

I've been charges for calls and text from the previous month to this one. I've only made three calls this month. I tried calling the customer help line, but with no help at all. I find the lack of service is annoying. Is this how Virgin treat customers? I apparently have a bill that is not right. I been ignored by customer help .

After numerous system outages, my old phone developed problems, and some (most) of the simple embedded functions would no longer work properly. The signal strength was basically cut in half. I ended up having to go outside where I live, and into the street to even make a call or text message. I continually am missing funds on my account which they continue to put back on me though I am very cautious with my phones and pay attention to what I am trying to access with them.

They had sent me 3 different replacement phones, of which, none worked properly, (i.e. buttons would stick, or wouldn't press at all). I have learned how to look/watch for problems and issues due to the vast amount of them I have experienced. They continually downplay any problems on their part, yet the service has not been the same ever since they merged with Sprint and encountered the outage back in January.

Three weeks ago, I purchased a new touch screen phone hoping that my service might improve slightly. It in fact has got worse! The past week I have twice been missing funds from my account, and they told me it was because some of the services they have which I supposedly utilize, which I do not. They told me to edit these settings, but they neglected to inform me that these settings are no longer accessible on their website. So I asked how do I edit something I cannot even get to? So, I am going to be charged for something I never signed up for, do not use and cannot edit!

Not only that, but many online sites which offer free text alerts are dropping the Sprint family, because they charge too much for this service. That deprives many people of the same service other providers receive, (i.e. 4info.net, weather.com, yahoo alerts and espn.com) just for a few examples. I would never recommend this company to anybody at all.

Their customer service is very rude. They used bad language once. I have been hung up on 4 times. I was switching numbers and they discontinued one of our accounts with service still remaining. I got no refund or credit. I bought another phone with a card and could not activate it. I called and was told I needed to buy another one to start service and send the bad one in. Then, I was told there was no refund. We do not get video messages. After hours on the phone and promises of them calling us back, we heard nothing. The signal is bad, even though they tell us it's in the "best" location for service. I could not even dial 911. I am so tired of reprogramming all our phones.

I was told by a Virgin customer support lady, after telling the story of what's going on with the phones again, that we should find another phone carrier so we don't have to deal with this anymore. I was stunned and realized that this was a really bad mistake. We ported 4 numbers and every one has problems. We can't even get ahold of our grandma. We thought the FCC controlled these problems and set laws for phone companies to abide by, so the consumer didn't get stolen from, and being there's an emergency that we can call for help. This is the worst company we have ever dealt with in our lives. They took our hard earned money on their failures and talked to us the way they do when their service isn't working. I am really lost in why the "BBB", Consumer Affairs, "FCC", or any right minded lawmaking for the people can allow this to happen and keep letting it happen. I am thinking Virgin is more into pocketing as much money as they can, instead of helping the ones that put it there.

Almost 4 months ago I started having issues with my Blackberry and was constantly told "there are no network issues". Then after dealing with it, I decided to upgrade my phone, I figured why not? I had this one for awhile maybe it's time. So in August I get the Triumph. After dealing with customer care they decided to send me the Triumph as a replacement phone at no charge because I was having so many issues that they couldn't figure out. I was also told that I didn't have to worry about sending my old phone back in (remember that as you continue reading). I wanted the phone to be shipped to my job because I didn't want it to disappear and even had them read back to me the address. Tell me why the phone was shipped to my home, luckily my neighbor was home and was able to sign for the phone for me.

At any rate I got the phone, tell me why the phone didn't come with a back, the battery or accessories. So now I'm pissed after not being able to use a service that I paid for in almost a month. Anyway they tell me they're going to ship out accessories to me. They actually went to my job but after activating this brand new phone, I still couldn't use it. It took 3 additional days for me to be able to use my phone. I couldn't make calls, surf the web or send texts. So as you would imagine I was livid. Anyway my phone was good to go after 3 days.

A month later, I got a text message saying that I need to send my old phone back before my service is suspended. I was like are you ** kidding me? So I called them, spoke with a woman who told me specifically that she would take care of it and had nothing to worry about.

Yesterday, I got a text message saying I had 5 days to send my phone back before my service was suspended. Again I called, only to be transferred to the rudest, most unprofessional ** I have ever encountered. He had the audacity to tell me that I couldn't have possibly been told I didn't have to send my phone back. I told him to check for notes in my account and he told me there were no notes saying that, and the only thing it said was that I was informed that I had to send the phone back (which I was not) so I cussed him out, I'm not even kidding. First thing he was rude off the back, then he had the nerve to accuse me of lying. I demanded to speak to a manager, he then went on to tell me "the manager is only going to tell you the same thing". I'm already pissed, so him telling me that didn't help, so I yelled some more. This ** had me on hold for 20 minutes before I hung up and called back.

I was then transfered to someone in the imaginary "tech support" department who acted as if I made up what happened and used the term "allegedly" when giving me an answer. Anyway he had me on hold while he checked to see when a replacement envelope can be mailed to me so that I can ship the stupid phone back, mind you, I still had the phone so sending it back was not my issue. The issue is don't tell me one thing and then accuse me of not listening.

Anyway he had me on hold for another 20 minutes and I hung up. I called back a third time, spoke to someone else who told me that the person I spoke to should have told me that they don't send out replacement envelopes and that I would have to ship the phone back on my own. I cussed again the poor kid. He kept apologizing for the inconvenience, although I don't know what for, it's not like they give a **. You get what you pay for.

First thing this morning, I was at the post office shipping this phone back along with a tracking number. I called again to let them know I did and to give them the tracking number, I get to talk to another idiot who acted as if she couldn't comprehend the fact that I was calling to leave a tracking number for a returning phone, and not to get a tracking number. She transferred me to the "tech support" dept. I swear my ink pen is smarter than this woman I was transferred to. She went on to note my account with the tracking number and put me on hold. She came back and said she has noted my account and I'll be fine. So then I asked her how does she know how I shipped the phone, she never asked. She answered, "No, you didn't ship it FedEx?". I was, like, "No, I shipped it Postal and I think it's funny how you assumed I did, and you're all about to screw me again". She apologized and put me on hold again to make changes to the account. She came back and assured me that I will be receiving a phone call and email upon receipt of the phone. The phone was shipped overnight so these ** are supposed to have it tomorrow afternoon. I swear I'm going to have a coronary if I get told the phone wasn't received tomorrow. Pray for me folks.

I was looking at plans on my cell phone. As a result, me and many others got switched from a 40-dollar plan to a 45-dollar plan. I was told that it would be corrected on October 3rd by a customer representative. Now, they would not acknowledge that they had a problem and they refused to lower the price.

As a result, I may cancel my service. It is about the principle and not the money.

I faxed my info for disability and my WTAP phone state discount no. ** to Washington State Assurance Wireless. You refused to accept the fact that I sent in info from a state-run disability office. On 9-19-2011, you said you don't have my info. I agreed and signed the contract, and faxed it in. What actions have been taken in my case? My complaints have been filed with Washington State Better Business Bureau and KING 5's Jesse Jones, now with its parent corporation, Virgin Mobile. I have been recorded during my many interactions. They said to resubmit forms, because they have no info about me in their system. Safelink Wireless has done the same to me. You should not take advantage of low- income based phone services, as many of their customers are disabled and cannot dispute claims.

I purchased the MiFi from Virgin Mobile. I attempted to set up the account on line and was able to put in all information including credit card information. Then, I was unable to access the "new" account on line or connect to the MiFi. I called customer service and spent two hours on the phone. I was told "sorry cannot help you". I then returned the device to the store of purchase.

I've only used the the phone for the 3 months that we were in the U.S. I can make calls but cannot receive them. The callers get a circuit busy tone. Reprogramming the phone didn't work as well. Finally, I was told that it was because my phone was too old. I paid $8.64 for a new phone that should have been delivered 2-3 days but arrived after 2 weeks after following up twice. The new phone still cannot receive calls.

After spending 2 and 1/2 hours with Virgin, reprogramming the new phone, being offered 30 free minutes, with specialists and supervisors, and being disconnected 3 times, they told me it was not the phone but the service. One technician told me that Virgin was being audited and they were getting a lot of complaints. I was told that they would refund my top up for $20 and they did. I was also promised a prepaid mailer to return the phone and get my $8.64 back. I never got the mailer.

I called again today and had to explain the whole story again. I tried to give them my call back number before putting me on hold just in case we get disconnected but they said they will not be able to call me back. It's strange that a phone company cannot call people out. I was then put on hold then got disconnected. Shocker!

I gave up and cancelled the service with Virgin but I still have these 2 phones from them that do not work.

I have used your service from June 17 until August 17. I paid 2 month's payment, and after I got my first bill, I called the Virgin Mobile and told them that I wanted to cancel the service and move to another company. I gave them the notice and I asked them to send me the final bill which included my cellphone price.

Meanwhile, I was using the Virgin service. They ignored to send me the final bill for me to pay at once, and I paid for the second month of using service and switched to another company after exactly 2 months. I gave them the one month notice 3 times. Again, they kept sending me the Virgin Mobile bill which I'm not using from August 17. My number is **. My name is Nayer **. Would you please take my problem into your consideration, fast?

I bought a Virgin Mobile wireless modem. I bought a $50 card to activate and use with it. Walmart gave me my money back but Virgin Mobile has no local office, only poor customer service and refuses to give my wasted $50 back for the card I can't use.

Please don't buy their products! If they don't work, you will lose your money. If they have it, they will not give your money back under any circumstances. Maybe will transfer time if you are a customer but otherwise, you will lose your money.

Don't deal with Virgin Mobile!

I am very upset at your company's handling of my account. I feel that the company representative handling my request misled me to believe that I could port a number from my former carrier to Virgin mobile and still have the account remain at the $25 rate. Had this been explained clearly, I would have never ported the number.

Now I am stuck paying a higher rate and Virgin mobile refuses to compensate me for their mistake. What a scam!

I have placed an order for 2 Kyocera phones with Virgin Mobile website on July 25. I received these phones in a timely manner on July 29, however, within one week, I realized that these phones are not compatible with my lifestyle. I spoke to a Virgin Mobile rep, who told me to purchase different phones on the website, and when those phones arrive, to send the Kyoceras back to Virgin Mobile for a full refund. The new phones, LG and Samsung, were ordered on August 3. Due to Virgin Mobile's error, the phones were not delivered to the right address. These phones were returned to the shipping facility, and were shipped out again to my home address. I spoke to the Virgin Mobile rep, and explained the situation, telling her that I would like a refund for the Kyoceras. She suggested that I ship the Kyoceras the fastest means possible, so that the company receives the phones by August 25. The Virgin Mobile rep agreed that it is unfair for me to pay $40 for the shipment of phones so the rep gave me a credit of $38 to offset the costs of the shipping charge. The Kyocera phones were shipped via FedEx Priority Overnight. According to Fedex, the shipment was received on August 23.

At this time, I have still not received the refund for the Kyocera phones. I have repeatedly spoken to the the Virgin Mobile reps, and have opened a ticket for this issue. Unfortunately, only the LG phone that came in was in a good and functioning order. The Samsung phone came in broken. It kept freezing, no calls were able to be made from the phone, and no calls were received. The Virgin Mobile rep was made aware of the issue, and sent a replacement phone. The replacement Samsung was a refurbished phone that was hooked up to a different phone line and did not receive or make calls from the phone line that was needed. We requested the full refund for the Samsung phone. It was suggested to us to place both Samsung phones in the return envelope provided by Virgin Mobile, and that the refund for the Samsung will occur shortly after. The phones were received at the shipping facility on August 31, signed by Winters at Virgin Mobile Returns, 2675 Reevers Rd, Plainfield, IN 46168. It has now been a month since the company has the Samsung phones, and again, no refund has been issued.

On 9/22/11, my Virgin Mobile account was paid using automatic bill payment. Then 9/23/11, my service was suspended and I had to make multiple calls to customer service to find out what happened. I was told there was some fraudulent activity on my account concerning my method of payment. To resolve this, I was told to contact the fraud department, either by fax or email but not by phone. Seeing that I had no fax, I opted to email the fraud department, but I was given the wrong email address. After numerous calls and back and forth with people who couldn't help me, I finally got an email address of fraudalerts@virginmobileusa.com and was told I would get an immediate response. That was on 9/23/11, it is now 9/26/11 and still no service or response. My aggravation is that I now have a $300 phone (Motorola Triumph which I've only had for two months) which I can not use and I think something needs to be done about this total disregard for good customer service.

I purchased a Virgin Mobile phone but did not have any bars at my home. So I went back to Verizon, my previous provider, and purchased another phone from Verizon. Then I called Virgin Mobile to cancel my account and get a refund on my prepaid minutes.

I followed up with Verizon who then informed me that they could not port over my number from Virgin Mobile because the account was canceled. Verizon said to have Virgin reactivate the account and then the number could be ported over. When I called Virgin a few hours later, my number was given to someone else. Thus, when I called to cancel my account, which I no longer wanted, the Virgin Mobile customer service representative never mentioned that this would end my ownership of this number.

Verizon has a 30-day grace period just in case something like this happens, but Virgin has no such policy and as a result, I have lost my number. Virgin also does not do a very good job of training their reps to help consumers understand the nuances of the backend porting process.

I've been a customer of Virgin Mobile for about 6 or 7 months now and I had called Virgin Mobile to have the account suspended until I had a phone to use (I needed money so I was selling my other phone). The lady from VM (who had a bad accent and was not from USA) told me to instead share my personal information with someone else so that I didn't have to suspend the service.

After going back and forward, I told her I wanted the service suspended and that was it. I then hang up the phone. I then called VM a few days later because I had a phone that I acquired and wanted to reactivate the service. The lady on VM (again bad accent and wasn't from USA) told me that I couldn't do that because "I canceled the serviced". I told the lady I wanted to get my number back and she set up a recovery order and said that it would take 24 to 72 hrs.

It's been almost 1 and 1/2 weeks and no call from them. I called them today and they said that the number was not recoverable. I've had this number for almost 10years. Why would I want to give up my phone number? Now I'm looking to get a new number. I will never go back to Virgin Mobile.

The company automatically debited my account for a monthly charge without authorization to do so. The customer service response was apathetic. I will discontinue service as soon as possible and return to major cell phone provider, unfortunately. Do not give Virgin Mobile or any other business your credit/debit card information unless it is of last resort. "Never store" is for future use as they request often. They will abuse your trust no matter what their stated or written policies are.

My mother, a senior citizen, tried out the Assurance Plan with Virgin Mobile. After a couple of months, we decided to add her onto our family plan with Verizon Wireless. It was less expensive, and with better coverage for her. We have been trying to have her phone number ported over for more than a week, and Virgin Mobile people say there is some PIN number that she needs to give them to have them release her number. She has no idea what the PIN number is, and Virgin Mobile people refuse to give it to her.It's her account. She had this same number for years, and since she doesn't have a house phone, only a cell phone, it is the only way family and friends can reach her. She does not want to lose her number, but Virgin Mobile is holding it hostage.

I originally ordered the Motorola Triumph on 8/2/11. It was a big mistake. I could not make calls or hear the person on the other end. I asked for a replacement but was told that if I return the original phone, I couldn't get a refund. But if I return the original phone and the replacement, I could. I got a return number (RMA), returned the phone and canceled my services. End of story. No way.

I have yet to receive a refund. Virgin Mobile has no idea who I am nor any idea where my phones are that I sent. No knowledge of my old account number or old invoice number. I have called and emailed, and no one has an answer. I finally was told I will not be receiving my refund for $326.61 because it's past the 30th day for refunds. Their customer service is horrible and so is there way of doing business. I believe that they make money on scamming their customers and that's how they stay in business.

After 3 hours and 45 minutes on the phone with Virgin Mobile customer support because they switched up my mother and my account, sent me the wrong phone, threatened to take away the insurance on the old phone that I had to switch back to, because the new phone that I was sent was the wrong phone and the CSRs didn't know because they said there were no notes; but "John" the supervisor said, yes, all of my information is in the notes, and he doesn't know why the CSRs couldn't/didn't read the notes; and "Irene" the Filipino CSR offered me $5 pittance for all of the inconvenience, and "John" the manager said "if you are not happy with our service you can go to the cancellation department).

After 3 hours and 45 minutes of all of that, I think I will do just that, and more. I am returning the two phones and MIFI I purchased on 9/17, and telling all of my family that was on Virgin Mobile to switch to triple mobile. My friend has been trying to get me to switch because we have all noticed how rude and nonchalant the Filipino and South American CSRs are. Triple mobile has American CSRs, the same phones and the same rates, so I think I will do exactly what "John" the Virgin Mobile suggests Virgin Mobile Customers do -CANCEL. Adios and well, I don't know how to say goodbye in Tagalog.

My wife recently ordered a VM LG Rumor phone for my use. The phone was ordered on July 6, 2011. We did not receive it in 3-5 business days as promised. We called them on July 12, 2011 and told them I did not receive the phone. We were told the phone was shipped on July 11, 2011 and that we would receive it in the next couple of days. We did not receive the phone so we called back on July 14, 2011. We were then told that we would receive the phone no later than July 20th. Again, the phone did not arrive as stated. We called again on July 21st. The phone still has not even been shipped. We filed a complaint with BBB. We were contacted by Cynthia ** regarding this issue and she apologized for the trouble. She seemed to be the only person we spoke with at VM that actually cared if we actually received some sort of satisfaction and if we received our phone. We finally received the phone on 8/3/11, a month after initiating our phone request, not 3-5 business days as indicated on the VM website.

Last week, about 6 weeks after receiving our VM phone, the phone battery died while I am away from both my home and my charger. Upon returning home, I plugged in my dead phone and charged it overnight. The next morning, I unplugged the charger and turned on the phone. What I found was a screen that had forked, vertical lines from bottom to top, and horizontal lines across the screen. I called VM and spoke to someone about receiving a replacement phone. The rep confirmed that I would receive a replacement phone within 2-3 days. And I was told that I would also receive instructions on how to ship the defective phone back to VM. I have yet to receive a replacement phone. I called VM back and spoke to a rep about the status of my replacement phone. I was told that I would have to buy another phone because this issue, a "cracked screen", wasn't covered under warranty. When I asked for her supervisor, she told me the supervisor would tell me the exact same thing. I then asked for the name of the president of VM. The rep told me that she didn't know who that was. I wish I had found all of the consumer complaints against VM before I ordered a phone through them! I will be contacting Cynthia ** again and will be filing complaints with BBB and the FCC.

They took money from my account after it was cancelled. They admitted that they made a mistake, which is on my file, and they also said that they owe me 18 rebate. However, two days after, they took 53 from my account and had charged me for the two months that the account should have been switched off. They owe me 53 plus 18 but refuse to hear me.

My Virgin Mobile Rumor Touch phone worked for the first 2 months I had it. I was not able to access the web on it, but thought that was my error, not the phones. Then I began having problems accessing my AOL mail via the phone. I have called customer service, no less than 6 times, over the past 10 days. I have reprogrammed the phone several times, taken out the battery as many times, waited 3 hours, 4 hours, 72 hours, all per their instructions, had the problem escalated at least twice (to whom?) and it still does not work.

I purchased the LG Optimus from Virgin Mobile, but it wouldn't keep a charge so I made arrangements to return the phone. After waiting for 10 days, I called back and the customer service rep said that they had accidentally mailed me an empty box with a return envelope.

They then sent me the replacement phone after another wait. I returned the phone in their envelope, but continued to receive emails and text messages telling me to return the phone or my service will be cut off. How can this happen? What happened to the first replacement phone that they said they mailed to me? It seems like someone kept the phone and sent an empty box. They don't seem to have any idea what they are doing when you call to speak with a representative.

During the whole time I have been with them, I have not been able to receive Internet service unless I am hooking up to my home wireless. My husband didn't get Internet service on his phone until this last week. We left Verizon after 20 years and moved to Virgin Mobile, but I am regretting this move.

I am extremely dissatisfied.

The customer service is non existent. I activated 3 phones and after 1 week, none of them work.

After 2 hours on the phone with several technicians, supervisors who do not speak English very well, they still could not help me, and for 4 days now.

They will not refund my money and this is a truly unethical company

I called Virgin Mobile to stop service from them. Although it is a prepaid service, they take directly from my checking account. I got every reason why they couldn't do it--I didn't have the correct PIN number. They just want to be able to continue taking money from my account.

We ordered two phones from them at a cost of $138. The phones were shipped, but when they didn't arrive, we called FedEx to find out why. They stated that Virgin Mobile had recalled the shipment due to an addressing issue and that they were being returned to them. We called Virgin Mobile, but they refused to correct the issue, and further declined to cancel the order and refund our money. After many phones calls, and them hanging up on us, we finally decided to make a complaint through our bank and debit card company to dispute the charge. We are going through that issue at this time.

I just bought my phone 2 weeks ago and my network failed. I could not receive calls or texts. I could not access my email or the internet. I had just upgraded a few months ago and everything was fine. When I switched phones, because my old one broke, that is when everything started to go haywire. I need my phone to work because my family members are deployed and I need to have contact with them. I also live far away from my other family and would like to remain in contact with them. I had the issue fixed last week, after 4 phone calls. But this week, after 7 calls, they cannot seem to figure it out. I have had to reprogram my phone numerous times. I just want it to work. I feel like I am wasting my money.

I ordered a phone and they said that my debit card was rejected. I tried this three times because I couldn't understand why. On 9/5/11, they sent an e-mail confirming that the orders would be shipped. I called them on Tuesday morning to cancel the order, and everyone that I talked to, say that the orders were canceled. They took $243.77 from my account and told me that it would be returned within 72 hours. It is over a week now and they have not returned anything, yet. I am told each time I talk to them that the money is going to be put back and it never is.

Last summer (Junes 10), I contacted VM, after I had purchased 2 VM phones. My son already had an account and I created one. The screen on his phone turned black, so I wanted his phone replaced. After holding on for a very long period of time, the customer service dept. gave me a tracking number and created a ticket because the phone was out of stock.

I was promised that as soon as the phone became available, they would contact me. I went on and gave my son the phone I purchased. I was never contacted! In November, my son misplaced his phone. I contacted VM to have his account suspended. They attempted to sell me an additional phone. The representative said that she could not send one because I did not have one to send back. I told her that I did because I was never contacted from the summer issue. So, she sent out a replacement and I sent back the messed up phone.

Even greater, my son found his phone. So we both have phones. In Feb. 11', I was told that my account was suspended because I never sent back the messed up phone. I told them I had sent the phone and they said it was never received. Somehow though, my account and phone stayed active. In July 11', my son's phone would not charge. I wanted to switch my phone to his account. They have a block on the phone because they say they can't locate the messed up phone I sent back. After being transferred many times, disconnected in the middle of conversations and never contacted back; they took a ticket and said someone would contact back, after 5 business days. I have not been contacted yet. I've paid my son's account, faithfully for 9 years. I feel that this company really does not care about its customers. I am so agitated!

The signal strength on my Virgin mobile phone is at times non existent when I am at home. They tried to activate it repeatedly, but did no good. They even replaced the phone which did no good also. At times, the signal strength will pop on and stay on for a period of time; for what reason, I have no idea. It did work properly for several months and then quit. The same problem for both phones, the original and replacement.

My husband and I bought the Optimus V phones, loving Android or we thought we did. Anyhow, before I bought the phones, I looked on website and their coverage map showed that I had great service in the city that I was getting ready to move to. Knowing that this was a little itty bitty town, I needed to check before I purchased a phone that cost $199.00. Well, full great voice coverage not just in that city, it says, but at my exact address. Yeah right. When I moved, there was a X on my screen. "Searching for service," it says and so the fight started.

I contacted Virgin mobile for 3 months, and with what I read with other complaints, I felt they just wanted me to give up! I did not, so I talked to person (non-English speaking) after person after person. This is what I kept hearing, "Give us 24 hours to resolve the issue and then someone will reach you in 72 hours." No one called and then they said, "Someone will email you." Nope. Then they said, "Someone will contact you in 20 minutes" No one once again.

Finally, I talked to someone who said that they would reimburse me four hundred dollars for the phones. Well, when she didn't give me the address to send my phones back, I called back to get it and they said, "You will not be reimbursed." So then, I talked to a technician, and first they said they were reimbursing and then they said that there was no reimbursement because I have had the phones for 3 months. No **, I have been calling you for 3 months and you refused to just take them back. They asked me to be patient and I have been. Now, I can't send them back.

I asked to speak with the headquarters. Here's a good one. No one knows how to get hold of headquarters! That's funny because 2 weeks ago, they told me that they talked to the headquarters and that they have fixed the problem but it broke again.

So, the moral of the story is I'm stuck with phones that, if I may add, only works when they want to; that has no service where I live, that I can't even be refunded for or that I can't use through another carrier. How is that fair? They used false advertisement to get me to buy them by showing full coverage everywhere where there is none, and not to mention, I was lied to and put off for months, so what do I do? File a complaint and hope that someone sees it so that something will be done. I have two children to feed and take care of, and I can't even call 911. Not to mention, now I have to pay you $60 a month for a service that I can only use 30 miles from my home and pay $40 for a land line. What the **?

I bought a cell phone on 8-31-2011 from Walgreens. I was having problems receiving phone calls. After troubleshooting the phone 10 times, they finally suggested I return the phone and get another one.

So I returned the phone and exchanged it for a new one. Now two days later, I am having the same problem--some calls I can receive; others I can't like from my job and five other numbers that I know about. I have spoken with Virgin Mobile tech support about 20 times. They are hopeless.

I bought a 1500-minute calling card. This was one of the worst decisions I've ever made. I hate this company and they won't refund my money for the card they will for the phone but not the card. The card costs more than the phone.

This is an initial compliant. I ordered the LG Optimus V from VMobile on 8/26/2011, but the phone does not retain a signal. I'm only able to get a dot (.) and one bar. The phone has been switched out twice, same problem. As per the tech support, we have reconfigured/activated the phone 3 times now but same issue. During the recent hurricane Irene, I was totally without power and the phone was useless during this emergency. Today (8/31), the phone dropped a call while I was talking to my boss. My concern is VMobile will not honor their return policy if the issue is not resolved. This is a documented complaint and I will follow up in a few days if not resolved.

My son and I have been Virgin mobile customers for over six years. My son has a disability and it is vital that I stay in contact with him. Our phones worked fine all the years we had them. As of a week ago, we were unable to make calls. I called Virgin and they told me that they would have to reprogram the phones and that I would have to wait 3 hours before I could make a call. I waited then tried to make a call and got an error message "Call cannot be completed". I called back Virgin and they told me that they would have to reprogram the phone again and did. I waited another three hours and tried to make a call. The same error message showed up on the screen.

I called Virgin back again and they told me the same thing; that the phone would have to be reprogrammed once again, I waited the three hours and still could not make a call. I went to Virgin's website to see if there was a notification about a network problem but there wasn't any. I then searched on the internet to see if there was a network problem and found out that other people from the East Coast were having the same problem. I called back Virgin and asked if they knew of any network problem, but they said no. They insisted that they had no knowledge of there being any kind of problem. I do not believe that the company would stoop so low as to lie to their customers, but of course they had nothing to lose. I was still paying them for a service that they were unable to give me. I still am unable to make or receive calls and do not have the money to switch my mobile provider.

I'd always wanted a smart phone so I recently purchased a $200 Virgin Mobile Optimus V. As with a lot of other virgin users that I've noticed from the overwhelming number of complaints, I started encountering complications right away.

Customer service representatives can't even speak English. How are they going to effectively resolve your issue when they can't communicate with you? They immediately began transferring me from one department to the other - a wearing down tactic designed to make you give up. I have an unlimited talk, text, and data plan. At least 70% of the time, even when I have a great signal, I have no 3G or internet service, yet I'm paying for it. Their technical department had guaranteed me on 7 different occasions that the problem has been fixed. It's not fixed. Then they say the phone has been damaged. I spent $100 to have a very qualified individual to run a diagnostics on it. The phone isn't faulty.

At least 75% of the applications you download from the Android market, that comes pre-installed on the phone when you buy it, not only won't work but it's obvious that Virgin Mobile is blocking and locking them out. Again, I pay money for these apps. These are just a few of the problems I've encountered.

This phone is a video phone. At least half of the properly formatted videos I click on will not play. Virgin Mobile screens and chooses what you're allowed to view. That's **. I'm paying for a service. I, by God, want that service. Like I read on another Virgin users' complaint, it's obvious that Virgin Mobile takes customers' money and then just gives them the finger and laughs about it. I can't help but wonder who Virgin is paying to allow them to get by with this.

I have been calling Virgin Mobile for days because my Internet on my phone does not work. Each operator seems to try but is clearly reading a script and knows nothing about helping to fix my problem. I have been hung up on, transferred, and put on hold for up to 45 minutes at one time. I have been told that my phone will work in 30 minutes, 45 minutes, 24-48 hours, 3 days, tomorrow, twice. They keep making up things and saying that they need to escalate my problem to the corporate office. One operator said that she had no idea who, where or how to get in touch of the corporate office while another operator transferred me directly. My phone is still not working a week later. I called three times per day to get help but nobody helps.

I bought a card for $15 in airtime which was supposed to come with a free phone. Upon activation, it was supposed to provide me with $15 in credit (immediately). I bought the phone in June and to date, I haven't had any success. On top of that, after two months have elapsed, they insist on me producing some promo code from the box for a phone that came to me two months ago. I do have the box, however, it only has an ESN number and another UPC number. Neither of which appears to be a promo code. This appears to be a clear case of false advertising. There was absolutely no attempt being made to live up to the promise.

I lost my phone and reported it on June 20. Virgin mobile's website gives you 60 days to get a new phone or find your old one. I had ported the number over as I've had it for some time.

I contacted V mobile around 15/16 of August saying I would have a new phone soon and would begin paying again. They said wait till I get the phone and there will be no problem. I got new phone at 63 days, number and plan rate gone. Customer service said account was deactivated but amazingly enough when activated new phone, they still had all of contacts.

I purchased a Broadband2Go unit in April while I was visiting Maryland. I bought three cards to put $50 on my account. After numerous attempts (with the help of Virgin Mobile technician), I was unable to activate it. I was told to return the unit and that I would receive a refund of the $50 on my card. Since April, I have been fighting with Virgin Mobile for them to refund my money. I have a copy of the receipt showing that I paid for the cards. Now, they are asking for the pin on the top-up cards. I threw them away once the money showed on my account. Please, I want my money.

This goes beyond reason. I had an old vanilla variety plan then decided to try the internet on my phone since it included a little airtime. I got yellow letters that I couldn't read. I got a new Samsung restored phone on 8-10, problems galore. No internet, no GPS and countless hours with Virgin Mobile. Finally, they said they determined the internet wasn't turned on and would escalate it to "Headquarters" and would call in 48-72 hours. They never called.

About a week ago, I traded it for another phone; same model (someone at a Best Buy said it might be the antenna). Same problems. Email works but internet is basically useless. Now GPS doesn't work due to "data connection" problems. More countless hours with customer service and tech support. I have been told it was my phone still, others have admitted to a problem with 3G. Some go back and forth but still wasted time. Countless hours for nothing. The phone itself seems to be full-featured, if only it would work. It seems to be asking for a lot for this company to get normal service.

On 16 Aug 2011 at 12:45 p.m., I called Virgin Mobile to find out where my replacement phone was sent. I encountered a rude, foreign representative who didn't know how to listen and speak English very well to resolve my concern. I want to be compensated for this disrespect.

I then was transferred to another department and they said they never processed my phone to be sent out. So I requested to speak with a supervisor and waited. After 20 minutes, a supervisor came on the phone, with no empathy, whatsoever, and told me that there will be no compensation and that the replacement phone had to be requested again to be sent out.

I have been treated like a second-class citizen with the customer service from Virgin Mobile. I will definitely send complaints to FCC, BBB and MI-AG for the way I was treated.

I was with Virgin for almost a year and never had any problems until my blackberry randomly white-screened. FYI, I've never damaged my phone. I called them right away and they told me I'd have to mail my phone in to be fixed and they'd send me a loaner phone in the mail within 2 to 5 days.

It's now been a month and I haven't received anything. I am constantly on the phone with them every other day and, although their reps are polite, they do nothing. I need results, not polite reps who can't do anything about it.

Each week that they had not delivered the phone, I called and they told me it will definitely be there in another 5 days and there has been a backlog but there are loaner phones available now.

After 3 weeks, the post office said they did deliver the phone but Virgin gave them the wrong address and they had to deliver it back to the sender. I called Virgin again and they just kept saying there's been a backlog in loaner phones, so they can't send me one until another 2 weeks. Obviously that doesn't make sense since it was already "almost" delivered to me.

My warranty is up in 2 weeks, which is the reason they've been pushing back the date to send me the loaner phone. I specifically asked them if that is what they're doing and they said that they cannot answer that.

My daughter, SFC Lakisha ** of the United States Army, ordered this mobile phone on June 13, 2011. This was before she left Korea to return to the states. As she was leaving, before the phone was due to arrive in Korea, she called your establishment to have the phone rerouted to my home,**. So, it was supposed to be here when she arrived home on July 4, 2011. The phone was shipped to Korea on July 6, 2011.

I bought a phone last September that turned out to be defective. After hassling several people and repeatedly being told that I would not be given a different phone in exchange or be given a refund, I compromised and let them send me a replacement. The replacement that I was sent had the same exact issue. I dealt with it, until the issue became more severe over several months.

In the past month, I requested another replacement and then waited 2 weeks before calling in and being told that the phone was never actually sent. The phone was finally sent and to my dismay, I learned that my 'replacement' phone had the same defect as the prior phones. Additionally, there are other glitches that were causing issues with my new replacement. I called in on 08/12/2011 to speak with someone about receiving a different phone as a replacement. I spoke with two different representatives who ensured me that once I spoke with the replacement department, I could request that I be sent a different phone as a replacement.

After being on hold for a ridiculous amount of time, I was connected to a different representative who then adamantly denied that there is any such procedure in which my phone could be replaced with a different phone. Even after I explained that I had been informed differently within that very hour, the representative continuously denied that there is any such procedure.

I purchased a VM sim card for a prepaid plan at the VM phone stand in the mall. I asked if the sim would work with my iPhone and was told "absolutely". I purchased sim and phone credit of $15 as this is the smallest amount you can purchase. I attempted to use the Sim and the only response I got was invalid sim. I called VM, they said that the phone wasn't recognizing my IMEI number and someone from their tech department will call me to resolve the issue.

Surprise! A week later, no call. I took the sim card back to where I purchased and demanded a refund. I was told the iPhone I have is not supported by VM, at which point I told them they saw the phone and confirmed it was able to use the VM sim card. The woman was then telling me about VM policy of no refunds on sim cards which made me upset. I got loud enough in the mall to let everyone know that VM sold me a sim card for my phone which doesn't work in my phone. If they don't want this to happen, then do like FIDO --take out a person's old sim card, load in theirs and set it up. But they were too lazy for that much customer service.

I finally, after much arguing, got my $5 back for the sim but was told that VM customer service has to refund the $15 for the prepaid voucher. First call to customer service resulted in some ** saying that VM don't sell sim cards. At which point, I told him to get a job where he knows more about his employers and the products they do. Then I called back and got someone who realized they do sell sim cards and that they would have to put me through to their "Resolutions Department", resolutions indeed.

It's been 3 weeks and one phone message from this so-called Resolutions Department. I had numerous attempts to return the calls to the Resolution Department which only receives a busy signal all day, every day and night. The only way to get through to the so-called Resolutions Depart is by going through the prepaid customer line and having them to transfer you to voicemail. Another surprise, you leave a voicemail and no one returns the call. I can only thank my lucky stars that I have been fortunate to learn my VM lesson at a cost of $15. I will continue trying to get my refund, but now know better and will stay away from this multi-million dollar corporation that has no customer service skills or loyalty to paying customers

I had called Virgin Mobile to see if I can get my current phone number ported to T-mobile and when that happens, to just generate me another phone number. The representative said that's possible.

So guess what happened? The number ports to T-mobile and they closed my account, which has a positive amount of money in it. And Virgin says that I can not get that money back to my account, which the bill is due on 9/2/11. I find this company extremely fraudulent.

I brought a phone from Virgin Mobile around Christmas time for my daughter. I should wait for two days for shipping. Well, the phone did not arrive in two days. As a matter of fact the phone arrived on 12-29-2010, which is not good because I was supposed to give it to her as a Christmas present. Well, they took the money off my card. So, I called and told them I no longer "need" the phone. I was told by the representative to send it back, and not to open the box. Well, that what I did.

I sent the phone back though FedEx the same day it came. I did NOT open the box. As per the tracking system for FedEx, the package was delivered to the Virgin Mobile Warehouse, and signed for by an employee named J **. I called to the customer care to get status of the refund. They said I will have it 3-5 days. Days went by and no money was refunded back to my card. So, I call again. This time I'm told not wait for 4-6 weeks; so, I waited again. Seven weeks passed by, and I called the customer care again. I was told I was not getting a refund because they never got the phone. I was like, " Hell, someone named J ** signed for it. Where would I get that name from?" So, I asked for the supervisor. He promised I would have "my money" back in about seven days. This was February 2011. Here it is, August 2011--still no money. I would like to sue that company.

I purchased the MiFi Wireless Wi-Fi Spot. It worked fine for a month, and I was happy. Then when it came time to renew my subscription, they said an error code was happening. They said maybe a Top-Up card would work. I purchased the Top-Up card. They could not process my payment. Now they want me to fax in copies of receipt.

My mother bought a mobile phone for me from Virgin named the "Restore." I hadn't had it long before the phone stopped connecting to the internet. I need the internet due to the therapy group that I'm the heading.

On July 11, 2011, I contacted Virgin Mobile to correct this matter. Consequently, I contacted them for another minimum of 8 times about this issue. These are just the calls that I was able to talk to an individual who spoke very poor English. The other times, I was cut off. My mother called the corporate headquarters at ** and was also hung up on when she simply asked for the complaint department.

They have been VERY hard to work with and refused to send me another phone. Finally after nearly 5 weeks, they stated they were sending me another phone. It would take 3-5 days to get to my home and it has been 8 days and still no phone. I am at the point of breaking down. I cannot believe the lack of service you pay good money for. I am being robbed. Please help! I know the BBB is paid by the merchants so I hold little trust in them.

I just wanted to share a positive follow-up and outcome on my original complaint about Virgin Mobile which I filed on 7/27/2011.

I was contacted by a representative from Virgin Mobile's corporate area. He was able to fix my problem, adjusting my plan to the price advertised at the time I had purchased my phone.

Thank you Virgin Mobile for helping me with this issue! I am very pleased with the outcome. Thank you also, Consumer Affairs, for providing a platform for sharing experiences with businesses.

they say my phone is stolen and i moved away and threw it away and no way in hell iam going to let a 200 phone go just like that these ppl are full of mess i dont have 65 bucks to throw away i have a son to take care of

I ordered two LG Optimus V phones, one for me and one for my wife. My wife's phone has been fine -- but mine stopped recharging after a few days. I contacted Virgin technical support and they offered to send me a replacement phone but cautioned me that I wouldn't be able to insure it. I accepted. The replacement phone arrived a few days later. I had trouble activating it, called technical support who also struggled, but finally I was able to place a call. It took a day of missed calls to realize the phone was not receiving calls. Anyone trying to call me got the message, "The person you are trying to reach is not available, please hang up and try again later".

I left emails on the VM webpage which were never answered, and then went through a series of four technical support sessions. After the third session, I asked to be transferred to the Returns department, and the call was dropped. After the fourth session, the technical support said my phone number (which I've had for many years) had "gone bad". The issue was escalated to the engineers who, they say, will contact me in 24 to 72 hours.

Today, I called Returns at VM and was told that the handset was not returnable because it was not the original handset that I purchased, but a refurbished replacement. My response is that the phone they have given me is the phone I bought, and it is within 30 days. I didn't pay for a refurbished phone, but that is what I have ended up with, and if that isn't penalty enough, they won't accept it for return or insure it. Oscar refused to connect me with his superior.

As of now I haven't had a working phone for two weeks, I've wasted numerous hours with technical support without a resolution, and Virgin Mobile refuses to refund my money.

My mother who is 89 years old and does not speak English qualifies for Assurance Wireless, and I sent in the application and documentation for eligibility. Then she got a denial letter that said that the "following" information is missing. But there was no specific information in the space where they are supposed to put the reason.

I then called every phone number, 888-898-4888, they said they couldn't help. Then I called 888-321-5880, they said the same thing. Then I called 888-322-1122 and they said the same thing. Then I called 877-636-9511, and when I finally got this Boneisha on the line, which took about 20 minutes of waiting, she said she could not give me the reason because my mother wasn't there. I was at work and besides, my mother doesn't speak English! All I want to know is what was missing for the application! I have a right to know so that I can reapply! They said that by law, they can't give me that information. But since they failed to give the reason by mail, and have wasted hours of my day to get through to someone, I believe this whole Assurance Wireless is a scam, to pretend they have something affordable for poor people but then do everything not to provide them with the service.

I just spent almost an hour on the phone with Virgin Mobile USA Customer Service. I was hung up on twice, transferred to a supervisor named Carolina who was incredibly rude and still there's no resolution to my problem. Every month, I have to call customer service and then get a run around because my device insurance is not taken off my cash balance. Last month I had another extremely rude representative (notice a trend? I sure do) who told me I must put a credit card on file so that it can automatically deduct my insurance from the card. I refuse to give Virgin Mobile open access to my bank account. The supervisor last month that I spoke to told me that was not at all true. Why do your representatives give customers false information? Most of their representatives speak broken English at best. Their company name implies that it is a US company. Is this not true? Are they outsourcing customer service?

Each month I am assured that my issue has been "escalated" and will be taken cared of, but each month I have to call back with the same issue. I feel as if Virgin Mobile USA does not value me as a customer. It is unacceptable to be kept on the phone for almost an hour, to be hung up on twice by the same representative and to be told by a so called supervisor that if I wish to speak with a different supervisor I will need to call back.

I asked the supervisor for some compensation for my time. I was told that since Virgin Mobile USA issued a credit of $10.00 previously for an unrelated issue that she could not authorize any other money to be credited. That I had received "too much" money from their company. That credit was given because I received advice from the technical support department that caused my device to be wiped. Contacts were gone, and it was back to factory settings. I listened to the technical support representative, which caused my phone to be wiped clean. I did appreciate the $10.00 credit. I feel insulted by the supervisor insinuating that Virgin Mobile USA had given me too much and would lock my account if they did anything more for me. God forbid after the amount of time and frustration that I have had over the past few months that they give too much.

I was told I would be given an extra 200 minutes. I never come close to using the $300 that I get with my plan every month. How is that of any help to me? Give me something I won't use? Virgin Mobile USA customer service is severely lacking. The same issue happens with my device insurance every month. I call and get the same run around every month. My husband has the same phone, same plan, yet he never has the issues that I have. How can they get it right with his account yet mine is never right?

My phone has been freezing since day 1 of activation. I told this to the technical support person after he oh so helpfully wiped my phone out. I have to reboot at least 3 times a week due to freezing. I was assured at that time that if the update did not solve the issue that Virgin Mobile would send me a brand new phone. Wow, that was impressive in theory. Unfortunately, after telling Carolina that same thing there was nothing at all she could do for me. Nothing. She was too busy cutting me off and speaking so quickly, with such a thick accent that I had no satisfaction there either.

I went to pay my bill and they told me my phone was suspended. Why is my phone suspended?

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; heard 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 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!

I ordered an LG Optimus V on 7/13/11 from Virgin Mobile. At that time, the lowest plan advertised on their website was $25, which is why I decided to purchase this phone and service. The phone was shipped to me on 7/14/11 and received 7/16/11.

On 7/25/11, I attempted to activate the phone, but noticed that the plan was now advertised as $35 on their website. After calling customer service to ask for an adjustment, the rep took my contact information and told me someone would call me the next day. When that didn't happen, I called customer service again.

The 2nd customer service rep informed me that VM would not honor the $25 plan. That is completely ridiculous. While I understand their right to increase plan costs, I strongly feel that because I ordered under the original, advertised cost of $25, I should be "grandfathered in" and have an adjustment to that plan's cost. They have a record in their system of when I made the purchase.

Not honoring the original plan cost is deceptive, involves false advertising, and is a very poor business practice. I am extremely dissatisfied with this company.

I ported my telephone number from Sprint 4 days ago, on Friday morning.

I have called 15 times to check on activation and I'm told one lie after another.

First day, I was told that since I had ported online (received error message to call) then re-did all information on the phone on a 3-way call with Sprint. After giving all information over the phone, I was told that the telephone number had already been ported and my case would have to be handled with a "higher up," but I should receive a text by night. Called next morning & was told by noon, then by night & I would receive an email when phone was activated. Called on 2nd night & was told VM had ported to the wrong telephone number and they had to start over.

I had to repeat all the porting information for the 3rd time. This Representative did have me turn on the phone & put my telephone in it.

Called again Sun. morning was told that they started "over" on Saturday night & the phone should be active by noon. Called at noon & was told by 8pm. Got several different stories yesterday. At 2:00 pm yesterday I called Sprint again & was told # had been ported on Fri @ 10:30 am. Called CS again & was told another lie, asked to speak to a supervisor. "Marvin" told me that account had to be put in manually because of a glitch in their system on Fri. & he would "escalate" and it would be completed last night, but he "guaranteed" it would be active by this morning.

Haha...I have spoken with 3 reps this am & told 3 different stories. I even called the "Real Virgin Tech Support" # 855-250-5271. (spoke English) He transferred me to the complaint department (they handle FCC & BBB complaints) I asked if it was in the US because I can't understand the people. He said he would find someone that spoke well...

Same old run around only now it HAS to be done by computer & can't be done manually. They are "building" an account and it is "partially" active...They must have a Bull**** manual...This is my husbands phone so I am also listening to him grumblings..I ported my telephone number over a few months ago & it took less than an hour...

I opened up 2 lines with Virgin Mobile in May 2008, a year later they were not sending my bills thru email because I changed to paperless bill per their option. All of a sudden after a month I got this letter from a collection agency called ICOR that I have outstanding amount owing of which I have already paid to Virgin Mobile even prior to receiving this letter from ICOR. I called Virgin Mobile and they said they will fix this and that the payment is now on the account and the Billing dept would have to notify ICOR about this.

At that point since I received the verbal confirmation and trusting they have a good system I assumed this was taken care of. About a little bit over a year, I applied for a loan elsewhere and to my surprise these two accounts with Virgin Mobile showed up on my credit bureau as "outstanding" I was so pissed that I called Virgin Mobile and they refused to help me. They said that I had to take care of this through ICOR of which at that time I don't have the information with me anymore. After back and forth phone calls with Virgin Mobile, which in turn never did anything to fix this at all nor helped me out clean this mess. I am in the accounts receivable department, I send people to collection, it is the creditors responsiblity to let the collection agency know if the client paid directly to close the file. But Virgin Mobile refused to even do this, I had to deal directly to ICOR plus the EQUIFAX to get this out of my credit bureau. These two items although they were small amounts dented my credit rating big time. I thought my agony with Virgin Mobile will stop here...Again another incident wherein the company changed their internal system.

Because I was pissed off, I wanted to cancel my contract last year thinking I only have one year left to pay for the cancellation fee. Again, every time I call them they keep telling me that my starting date was April 2009 but it should have been May 2008. And this is because they've changed their system. So every time I will call their customer service dept. they will tell me that my starting date was 2009, and GOD knows I've talked to at least 15 or more people and after spending almost an hour on each person they will then confirm that I was correct that my starting date was 2008 and not 2009.

One agent even told me that because of the trouble I've had in the past he promised he will put through a credit voucher to my accounts of $25 each which it never showed up at all. We decided to wait till the contract is finished which is April/May 2011 because it's 3 years from 2008. Therefore this past April, Again I called Virgin Mobile customer service: 1 888 999 2321, and verify that my contract will be finished by May 2011 and I will be cancelling.

Customer service confirmed everything is fine and no cancellation fee will be charged because my contract will expire by then. I went to Tel.Booth in Square one Mississauga, both myself and the agent AGAIN called Virgin Mobile, and told them that we're finally cancelling both lines and that it was verified and confirmed again that there will no cancellation fees because the contract ends. Just yesterday 07/25/11 - all of a sudden I received a letter from a collection agency, Total recovery, that I owe them for one line for the amount of $555.43.

I freaked out and I called Virgin Mobile right away. First, I haven't even got a final bill from Virgin Mobile for the breakdown of this amount. So I called Virgin Mobile, and guess what they were charging me cancellation fee because again according to their system (I really don't know what kind of system they have) my starting date was 2009. After explaining this to the CSR and after spending another half an hour she finally found it in their system that there was a note on the account about the stupid discrepancy on the starting date. And now all they can give me is another case ID. Now I have two case ID for two lines. I don't know what the outcome will be, but Virgin Mobile system is so screwed and they never treated their customers properly no compensated with all the errors and grievances they've cost me.

I purchased the Intercept from Best Buy. When I called Virgin Mobile to activate it, it didn't work. I went back to Best Buy and they told me I had to contact Virgin Mobile to get my money back. Well, they told me no refunds sent new phone. I have gone through 6 replacement phones and they refuse to give me a different phone. Their customer service stinks, they lie, and are thieves; they need to lose their licence to operate in the USA.

I switched to Virgin Mobile, didn't like the phone and found a plan better suited to my needs through another carrier. So I cancelled the Virgin plan within the 14-day window. That should have been the end of it but since then my credit card has been charged 3 times. I have now called them 3 times trying to deal with this. Virgin now owes me almost $300.

Each time I call I get assured that the problem is dealt with....then another charge shows up a month later. I have absolutely no faith in Virgin's ability to bill correctly.

Economic damage: VM owes me almost $300. It will be more if they screw up again next month......

I purchased a MiFi from Best Buy about 8 months ago. It worked fine until 5 months ago. When the virgin mobile system started crashing, the whole system would go down. In the last 6 months, it has been down for 3 business days. I run a small business from my house and when my system goes down, it costs me $150.00 a day in lost revenue. They have cost me over $1,000.00 in the last 6 months. This is it for them. They are unreliable, poorly-designed, and their help desk - well, there is no real help desk.

My husband purchased a cell phone from a Virgin Mobile kiosk in Saint John, New Brunswick in February 2010. We opted to pay the bill on line( paperless). I do all the bill paying in our family. VM sent out their bills on the 20th of the month and I paid them right away. The bills seem to be getting higher every month and soon our phone was shut off. I didn't realize the account number I was paying and VM's account number had a single letter difference in them. I have made 3 months payments to them at a total of $212.60. I talked to 2 of their employees who assured me this would be cleared up shortly but here it is over a year later and they are still hounding me. I called my bank to see if the payments could be reversed so I could correct the account number and apply the payments to the proper account but my bank said it was up to VM to reverse the mistaken payments. They have instead chosen to send the bill to a collector. We are on our 2nd collections agency. The first one, when they found that I had proof ( I have the receipts from my bank to show these payments were made to VM) that I had paid these amounts to VM realized they didn't have a legit case either dropped VM or VM dropped them and now they have another collections agency on my case.

I don't know why VM refuses to cooperate in an honest manner concerning this dilemma and I don't know where the money went that I paid them(VM) but I have paid more than twice the amount of the bill and refuse to pay anymore. Oh yes, since the phone was in my husband's name VM and the collections agency refuse to deal with me even though my husband has said they can.When the collections agency called they refused to deal with me and were quite verbal about it.

I have been contacting Virgin Mobile for over a month now about my 3G service. I currently have two phones on my account with them and both of the phones loose service at the same time several times a day every day for over a month now. I have been calling and calling them about this issue and they insist on telling me that it's the phones that have the problem. I have received new phones from them as the two that I had were still under warranty. I called Virgin Mobile and activated the replacement phones and of course the same problem still persists. I am unable to make or receive calls, send text messages, receive emails and unless I am on WiFi I can not access the web. I am so tired of talking to them and hearing them tell me the same thing over and over again and again. I have yet to receive any compensation for the nearly two months of horrible service that I have paid for. $60.00 for one phone and $40.00 for the other.

Not only is this an issue, the day that I have received my phones when I first signed up with Virgin Mobile in August of 2010 I was unable to use my credit cards to purchase top up minutes. I called them about the issue and they told me that my cards were in FRAUD ALERT! I asked them why and of course no one knew yet they told me to send copies of the cards, my drivers license, and copies of my card statements and that the problem would be resolved in 24 to 48 hours. Almost a year later the problem still persists. I am going to do like the gentleman before me and I am going to file a complaint with the Better Business Bureau. The customer service is poor and after being with Virgin for almost a year all I can say positive about them is when the service is working, the reception is great but when it is not OH MY WORD!!! It is BAD. I do not recommend Virgin Mobile to anyone because the stress of trying to get a problem resolved is outrageous and unnecessary.

In May 2011, I had an issue with my Virgin Mobile Internet connection. I have the Kyocera Loft. I called Tech Support to get the issue resolved several times. It took a week and a half to fix the problem. Each time I called for an update, they told me that they were still working on it and even opened up several tickets claiming it was "High Priority".

It is now June 2011, my internet issue was resolved for a few weeks and yet, I am having the same ** issue. I cannot wait a week and a half again. I am glad that I found this website. I see a number here that I can call which will hopefully help me resolve this issue so that I won't have to keep going through this **.

They keep tapping off my phone unnecessarily and I cannot get through by e-mail or by phone to talk or resolve the problem.

I want to end this service and now, all they do is put me on a different 24-hour wait and send e-mail surveys. I want action with my money. Hundreds of dollars are already in the account and the top up is for every 90 days, not monthly.

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 1-888-322-1122 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 an 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 207-***_**** 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!

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 moron.

The customer service-moron initiates an "investigation ticket" to find out what happened to my rollover minutes, and I never get the follow-up call. After a month, I place my own follow-up call, go through another 15-20 minutes of dysfunctional voice-jail and robo-hangups. I get another customer service moron. 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 moron #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 follow-up.

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 moron 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.

I've spent an entire afternoon trying to cancel my prepaid Virgin Mobile service. It's been nearly impossible to get out of the automated query system to a live person. On the occasions that I have, I've gotten the old "I'll need to transfer you" and, after waiting on hold for a long time (like a half hour) you get dropped. Unbelievable!

I called to restart plan, and I checked my bank account and noticed that Virgin Mobile had charged me $43.70 twice. I contacted the company, and the company stated that yes it was a mistake but it would be three to five business days to get the money back on my card. What a great way to make interest!

We purchased a Virgin Mobile MiFi card for $150, because they had a great deal of $40 a month for unlimited wireless internet. Soon thereafter, they upped the price to $50 a month and made the plan limited in speed after a certain amount used. So after luring everyone to their company with the promise of a great deal, they screwed us over.

A few months after we got the card, it broke. We finally got them to agree to send us a new card. They did, and then that one broke a month later. The new card broke also, and so on. We are currently on our 4th MiFi! Each month, we have to call them and request a new one. And each time, it breaks about a month later. We have asked them to send us a new one, and they say they will not and that it's their policy to only replace with refurbished devices. So they keep sending us broken devices.

We even asked them to just refund our $150, and they will not, because we bought the card from Radio Shack and not from them. We even offered to take $100 only to just be rid of them, and they will not deal with us.

Every month, we have to wait a week to receive a new card. It's beyond ridiculous that we paid for a brand-new $150 device, but they won't send us a new device in replacement. They keep sending us broken ones and will not listen to us. Their "customer service" is horrible; their representatives are reading from a script and do not listen to one word we say.

We are furious that we spent so much money, and we are getting nothing in return. We should not have to replace a device every month! And each time, we have to wait about a week until we get a new one, so we are without internet. But we are paying for the service each time. And every single time, even though they verify our address for us, the box is always returned to the FedEx facility for incorrect address. So that's always a day or 2 extra.

We are fed up with horrible service! We are fed up with being lured to their service, because they had the best deal of everyone and then they changed it once they had us! We are fed up with paying money and getting nothing in return! They won't work with us, even though we are willing to work with them. Just because they are a big corporation, it should not mean they can do whatever they want. There must be a way to make them be fair with us. Customer service used to actually be about servicing the customer!

On Friday May 27th 2011 I topped off my phone which is prepaid with a one time 25.00 top up payment from my debit card. That evening I went to purchase some items from the store and my debit card was declined . I knew I had well over 100.00 dollars in my account so I called and found out Virgin Mobile took out 4 amounts out of my account 2 for 43.00and some change and 27.00 and 25.00 and they claim a computer glitch happened.

I authorized a one-time payment on my boyfriend's account on March 10, 2011 for his $25/mo plan. He paid his bill on April 11, 2011 for $25. On April 25, 2011, my card was charged again for $127.10. I have tried contacted them for over a month and even reported them to the BBB, to which they came up with excuses that they could not get a hold of me even though I had contacted them on multiple occasions.

They credited my card $26.78, that's $100.32 short of what they took! I was told to send in a copy of my statement that shows the amount taken versus the amount credited. I have done that several times and still nothing. Every time I call I keep being given different excuses. His phone has been shut off because of this and they still have my money!

On May 15, 2012, I made a phone purchase # **-CS in the amount $108.09 which was deceptive. On the first day of activation, there was no ring option & it would not unlock in addition to poor customer service. These have led me to believe I was railroaded within this 30 days guarantee and am asking for a full refund.

I had many problems with the ability to receive text messages on (3) phones: Wife, Son #1 and son # 2. I called and emailed tech support over 20 times within 30 days. After I threatened a class action law suit against Virgin Mobile, I was able to call the "Real Virgin Mobile Tech Support". This is known as Tier 3 support. This number is definitely not published and is as follows: 1-855-250-5271. I called this number and on the 2nd ring I was connected with support. They immediately resolved my issue by sending out (3) new Samsung intercept phones. We received them today and all 3 up and running with no issues now. The tech support rep told me not to bother to call the typical support number as they truly won't resolve most issues. So please go ahead and use this number: 1-855-250-5271 and get that level of support that we all expect from a company.

My cell phone failed to renew on my scheduled date of May 5, 2011. I paid $40 towards my 1,200 minute $40/month plan because I had some funds in the account. My cell phone still would not work, so I made an additional payment of $10 on the same day, May 6, 2011.

On May 8, VM attempted to charge my account again for the month and deactivated my cell service for non-payment. They advised me by phone and email to expect a three-day turnaround to answer my request. I was furious but could not be without a phone since I travel in my job. So, I paid another $48 or so on May 10, 2011 to reactivate service. Now, they say I have another payment due on June 10, 2011.

They refused to provide a refund and advised me that I used all of my Plan minutes! I had a whopping 50 minutes usage in a 1,200 min/month plan in four days. The phone service is fine except when these top notices pop in on your phone. They told me that I paid wrong and it is my fault for using the service incorrectly.

My name is Felencia **. I am a current customer with Virgin Mobile. They have my account on credit disallow. I was currently on the 60 plan and it came from too many credits on my account. But the credits were made on my account due to me having investigations open up on my account due to my text and pic text and the guy called me yesterday. He was asking me about the problems that I had been experiencing with my phone.

He told me to hold on while he checked out my account, and he said, "Ms. **, you're going to receive some text on your phone so disregard them." Like I said, I was on the 60 plan and I called to check my account and he had changed my plan. I don't think that's right because my bill is not due until the 22nd of this month and I have a sick son and that's the only phone I have. I don't have to receive any more credits unless it's something that I already had on my phone.

Most of the time, when they do credit my account, it is due to ringtones and ringback tones I purchase that I don't receive. I am a valuable customer with Virgin Mobile and I want to continue my service with you. All I would really appreciate is if they can remove this off my phone. Like I said, I have a sick son and I need my phone. My phone is off right now. I would be more thankful if it would be removed please. I feel Virgin Mobile could have handled it better than the way they did. The guy called me like he was talking about my problems, dealing with my phone and changing my plan. That's bad business.

I always brag about Virgin Mobile because I like the service. I give old phones away just so my friends and family can be with Virgin Mobile. Thanks and have a very blessed day. I hope to hear from Virgin Mobile real soon. Please have a heart and remove that issue off of my phone. Thanks.

OK, I made a mistake. But this company is very sloppy with its bookkeeping, too. A day before the deadline to top up, I made a payment to Virgin on their website. I provided my name and other information, but mistakenly gave them my old phone number (I recently changed). The next day, I lost my service, and my new current phone number. When I called Virgin, they told me they had sent my payment to their sister company, Assurance, because my old number had been assigned to one of Assurance's customers.

I was transferred to Assurance to ask that my payment be transferred to the correct account. Assurance told me there is nothing they can do unless I provide the account number of their customer who has my old phone number. They suggested I call this person. Right. They don't know me and they just got $20 on their account, for free. So make sure that you don't make any mistakes whatsoever when you use Virgin's website, because goodness knows they do not double-check information.

On March 24th, 2011, I called Virgin Mobile USA to pay my due prepaid phone bill which was for $60 dollars for the phone number ** and I used my friend Rafael ** debit card with his permission. Which they told me the payment didn't go through. So I called again and decided to change my plan to the $40 plan. They have and payed with the same card with his permission once again and the charge didn't go through again and they said I had done two transactions. One for $60 and the other for $40 that were not successfully made which caused charge backs and my account to be suspended. Then they told me to go to the bank where the card was issued from and allow payment. Which I did with my friend Rafael **, and the bank told me no transaction was ever made to Virgin Mobile USA and they don't know why they would be telling me to allow the bank payment there. I called the same day I went to the bank to Virgin Mobile and told them there was no history of charge backs or any payment ever made.

However, they said the only way to restore my suspended account would be to send them $100 in top up cards to cover the amount of $60 and $40, which I didn't understand because the account is a month to month prepaid account. And if I had any questions, to email fraudalerts@virginmobileusa.com. Which I did a few days later and had also purchased two $50 dollar top up cards from Radio Shack to make the $100 dollar payment they asked for. I received an email from them asking me for the prepaid top up card numbers which I sent to them.

They then sent me an email back saying that the account is now active and if I wanted to restore service, I need to call customer service and pay them again which, I called and complained that they had taken $100 dollars from me for a prepaid account without giving me anything for it. I explained to them that their service is prepaid and I didn't understand why they would ask me to pay them for money they are not losing and I am in the first place. On top of it, I told the representative that I didn't like how they took $100 dollars from me without restoring my service, and to top it off they asked for another payment. Due to this, I went online to see if I was the only one this was happening to, and I found out I'm not the only one. Please help me out with this.

I have had my Virgin Mobile Intercept cell phone for about 4 months. The Browser, Mapping GPS program, and Email have been sporadic at best. On several occasions every month since I purchased the phone these data services have not worked. I have called and emailed Virgin Mobile on several occasions. I have even had the phone reprogrammed at the suggestion of Virgin Mobile. Did that work? No! Just the other day I emailed VM telling them once again my email is not syncing, etc. I requested that my portion of the monthly plan pertaining to the Data be credited to my account for the past month or two ( this is $10 of each monthly payment). They replied with an offer of 20 minutes of talk time! What a joke!!And on top of it they have no explanation or resolution for these ongoing problems. I am paying for a data plan that does not work!

I had a cell phone account with this company for 6 months, I was receiving e-bills to my email address monthly. All of a sudden, one day, my phone was disconnected. I couldn't call out, and when someone tried to call me, it said the number wasn't in use. I called the customer service line and they kept telling me that I didn't have an account with them!

Of course, I insisted that I do because I do, yet they kept telling me that I don't and so because I don't, they cannot help me with my problem. I was shocked and asked to speak to someone else higher up. I was told that I would receive a call from technical support or something like that within 2 business days. I have yet to receive that call and that was 4 months ago. I was completely left with no phone service, no help, and none of my business contacts being able to reach me. I am appalled at this company for just leaving me hanging like that with no phone service, and all the while, claiming that I have no contract with them, yet I did receive another bill saying I owed them and I that better pay or they will send it to collections.

I just got a $30 top-up stolen by VM. I topped-up three weeks ago upon reactivating my phone and all calls would go directly to my voicemail box and the ringer would not ring. So after six calls to VM and fighting through their ridiculous phone menu hell, and spending roughly two hours with them over a three-week period, I told them that I was fed up and wanted to cancel my phone service and wanted my money back.

They won't refund the money. When I told them that it was stealing, they hung up on me. How's that for robbery? They actually thought that a replacement phone would fix the problem, but the problem was on their end. What can you say about a company that will not give money back to a customer who is annoyed with their incompetence?

I pay Verizon for overall great service in the long-run, few hassles, and great coverage. It's worth every penny. Go with VM, pay a little less and pay big time down the road when you need help from a company that cares nothing about its customers. I am out $30.00.

May 2010, I purchased a USB broadband device for my laptop and purchased a virgin mobile product via internet through Best Buy. Best Buy delivered the product promptly as usual. I found it to be defective.

I called Virgin mobile and they told me to return device to Brightpoint North America located at 1251 South Terry road, Plainfield, Indiana 46168, which of course I proceeded to do and sent it via USPO and received a confirmation number 0310-0480-0000-6524-5800, delivered on December 27 2010 11:27 AM. I also furnished them with the original Best Buy receipt Order #** April 21 2010. The device was returned to Brightpoint North America enclosed with a letter, RA #, and my contact information. This is problem #1.

The second problem is another altogether, even more severe. My broadband account number with Virgin Mobile is **. I sent in $130.00 on my account charged on a Visa gift card, and they agreed to refund the $130.00 by sending a check to my address on file, since you cannot put any monies back on a gift card. I was articulate in my instructions and was promised that a refund was initiated and to expect a check mailed out in 3-5 days.

The second problem illustrated above is due to a very serious problem in comprehension, language problems and communication skills. I had requested repeatedly that I needed to speak to a representative in the states, headquarters in America. I have been unable to have a representative from Virgin Mobile contact me. Still to this day, after over 16 attempts to resolve this matter, I only started documenting the calls after the first 2 attempts ended in fruitless results.

It is a frustrating matter when someone repeatedly tries to have someone contact them and the call goes unheard. Virgin Mobile has a device, funds on my account and an activation charge that I have been unable to use for over 3 months. USB device is $79.99, activation card is $20.00, and $130 funds on account for a total of $229.99. Since purchasing the device in April, I have been unable to enjoy the device that I bought. My job involves a lot of travel, I was unable to return the device till December, for I was out of the country. I am also leaving to go overseas for another 3 months in the next week.

I am disheartened, frustrated and very tense over this matter, due to the utter carelessness, and misrepresentation of Virgin Mobile by this outsourced customer service in the Philippines. The list below attempts to expose the level of service I have experienced throughout this ordeal. This list below is a record of each and every attempt to settle this dispute, It is not in any particular order, but it is documented with an ID number, which was obtained after requesting it several times.

For a company the size and scope of Virgin Mobile to allow all communication, including all customer service and tech support to be outsourced out to a company, and trusting them with there hard earned credibility and reputation is beyond my imagination. I have tried to contact Virgin Mobile in the United States to no avail. I feel abused, robbed and frustrated by this whole matter. I would hope there would be some way to prevent Virgin Mobile from allowing this poor communication to continue. No one, absolutely no one deserves to have this level of poor inattentive service. I am positive that the CEO, or person in charge of this division of the company, would not appreciate it if there mother received service like this.

Sprint and their affiliates (Virgin Mobile, etc.,) have such bad coverage that some of their clients must install private cell towers or antennas in their home or business so that their phones would work. It also blocks anyone using the same poor service from using the said tower unless they're on the specific plan attached to their tower. Well, I'm defiantly going back to my old cell provider as it works wherever and whenever, without the extra fix ($). Can you hear me now! My baby's momma is mad as hell because she thinks I'm ignoring my son's calls, aside from the money I've lost from missed opportunities.

Virgin Mobile was offering their VIRGIN2GO mobile broadband service with "UNLIMITED" access at $40 a month. To use it, they sell you a $150 MIFI wireless hotspot that can only be used with Virgin. Two weeks later, they change the deal by imposing severe limits on the quantity of data that can be downloaded per month. The new limits make it impossible to use the service for frequent internet radio reception or for downloading more than a couple of TV programs (free-to-internet transmissions from some European stations, for example).

I now have a $150 device that is useless for my needs and no way of talking to anybody at Virgin Mobile about it because they give no address or phone number. I feel ripped off by a shady operator. Walmart were sympathetic but can't offer anything more than a shrug. I think that I should be entitled to return the MIFI device for a full refund, as Virgin has totally changed the terms of the deal. Please advise me what to do.

I purchased two phones online through virginmobileusa.com on December 21, 2010, and at the time of purchase, there was a promotion that the two phones would be free upon activation. Of course, they would have to charge $29.99 for one phone and $19.99 for the other phone. Once I activated the phone to get the minutes, one for $30 and the other for $20, the charges of $29.99 and $19.99 for the phones would be credited back to my credit card. Well, as of today, January 9, 2011, I have not been credited. I called into the company, spoke to 3 different agents and 2 supervisors. First of all, service was very, very disappointing.

The first conversation with Paul (the supervisor,) on January 2, 2011 sounded very reassuring because he assured me that I will get the $29.99 and $19.99 credited back to my credit card. The credit is still not shown on my credit card statement. So I called back January 9, 2011 at about 6:45 pm and spoke to another supervisor, Jason. He said that I will have a $29.99 bonus on my account to use for next month's service. Well, what about the $19.99? He said they can only do one bonus. What? Their rational for why I am not getting $29.99 and $19.99 was very unclear. They said that the credit card charged me $29.99 and $19.99 and Virgin Mobile charged me $30 and $20. It's Virgin Mobile that charged me twice, $54.48 for both phones and $30, $20.

It's just aggravating how they constantly gave me the run around to avoid giving me direct answers to my questions. I checked online to get another contact number or address so I can write a complaint, but it's not listed. Facebook doesn't even have access. Monthly plan is great, but services and promotions are very disappointing and deceiving! I'm going to have to dig deep until I find something because I will be pursuing legal actions against Virgin Mobile. I am pursuing legal actions not so much about the money but their false advertisement.

I see that Virgin Mobile have marked our case "Solved". You have got to be kidding me! How, might I ask, was it solved? The phone is still here, still not working, still suspended. Virgin Mobile suspended the account for some reason unbeknownst to us. For two weeks the phone hasn't worked. we had been calling and e-mailing you to see why the suspension. None of the e-mails were answered and not one telephone customer service person helped us. They just said to continue to be patient while they looked into the problem. Of course, they never did. It was not us who deactivated the account. You suspended the account!

How would we deactivate something that is not working in the first place because you, Virgin Mobile, suspended the account. I have called you at the very number that you have given me numerous times, all to no avail. Not one person has been able to help us and, now you marked the case "Solved". Is that a joke? We were repeatedly lied to by your company... harsh words, yes, but very true. We were kept being told that the problem was being looked into by the Escalation Department and that you would have things rectified, only to have the time frame that you had given us come and go with not a bit of help from you, not even a call or email. For well over a week, we were patient and waited, thinking you were fixing the problem, yet every time we called to check to see about the status, we were told that no one could help us, not a supervisor, not the Escalation Department because apparently they don't take calls. To have no one who can help a customer when they spend the time and effort to have a problem addressed, and especially a problem that you caused, is in my mind a company that is destined to fail, and rightly so. Congratulations! So, the ball is totally in your court. I will not be calling you. Do not have anyone call me and ask for our patience again as my patience in dealing with your company is over.

On December 15, 2010, I tried to order a phone online through virginmobileusa.com. It has a three-step process when placing an order, the third step being the confirmation that the order went through. When I clicked next to go to "step 3", it went back to step 1. I called the company right away to find out what happened and if my order went through.

I was told, not only once but three times, that the order did not go through. They checked this by using my name, address and phone number that I used when trying to place the order.

So, I went on with my day. I found a friend who ordered for me on his card and I paid him back.

Then on Dec 20, 2010, not one phone but two phones showed up! I ran to the bank, now overdrawn, because that was the money that should have been in there to cover other transactions. I called VM and I told them about the problem. They gave me an RMA number (confirmation for return number). They told me to write it on the box and drop it back in the mail.

The box came back. FedEx told me that it wouldn't work that way because the address that it came from didn't accept returns. I called the company again, this time on the phone for 44.56 minutes. This guy told me he would send a return envelope. The return envelope came yesterday and it wasn't any bigger than the phone. Remember that this was a new phone in the original packaging and in a box that was never opened. There was no way that the box was going to fit in that envelope, which was about the size of a 3" x 5" card, maybe 4" x 6".

So, I am going to have to pay for shipping to return it when I never even ordered it to begin with. I have already paid out of my pocket the gas and phone bills, and overdraft fees. Why do I have to pay for anything else when I was told that there was no order under my name, address, or phone number?

I still have the freaking phone. I will be going to the post office today and I will contact the BBB. It is not only unfair, but it is also a terrible way to do business. I am so angry about this whole thing. I have lost sleep, money, and our Christmas have been drastically affected by this!

I had a month by month plan, $15.75 which I canceled. However, Virgin Mobile did not cancel it. I called again two weeks later, and again canceled. When, two weeks later, I received a call trying to persuade me to stay with them, they acknowledged that my account had still not been canceled. I got angry and told him to cancel my account.

I had a non-contract Virgin Mobile Cell phone service, where I paid a $7.00/month fee, plus 10 cents/minute. I had to top up the account every 90 days with $20. I was running up too many minutes, so I decided to sign up for a $40/month, 1,200 minute plan. Calls after 1,200 minutes would be billed at 10 cents/minute. I decided to get a land line phone for long distance calls, so I called Virgin Mobile and said I wanted to get back on the $7.00/month/10 cents/minute plan. They said it was no longer available. I asked to speak to a supervisor. The Live Adviser, Kyle, put me on hold for a while, then came back on the line and said the supervisor would "grandfather" my old plan in, even though it was no longer offered.

The $7.00/month plan never took effect. When I called back, the Live Adviser I talked to said, they couldn't put me on the old plan. When I told him "Kyle" had approved it through his supervisor, and said he had entered the information in my file, this Live Adviser refused to even put his supervisor on. I got poor reception in my new home, so I called and cancelled my account and phone number. I called the phone number a few days later just to be sure it was no longer in service, and it had been disconnected. This was confirmed by friends and family who tried to call me on my Virgin Mobile phone. Yesterday, I got an email from Virgin Mobile saying my December payment was late, and I should call the Live Advisers, which it takes forever to do, because all you get is a "robot" answering the phone.

I emailed them back saying I had cancelled the account in November, and they replied, no, and that I hadn't deactivated the account! I called today and demanded a supervisor. I got one and she said I was still showing as being an active customer, and switched me to the billing or accounting department. The person there said, there was some kind of glitch in the computer, and I don't have to worry, as it will be deactivated right away. I said I wanted that in writing, and he refused. He said someone would call me to confirm that my account is now deactivated. I haven't been called. Whatever you do, absolutely, positively, pass up getting a Virgin Mobile cell phone account, even if their deals sound much better and cheaper than the competition. All the people (Live Advisers) have foreign accents, and probably aren't even in the USA, and are rude, incompetent, and totally interested in providing customer service. You get what you pay for.

I don't know what the economic damage is yet, as they haven't given me a written acknowledgement that they have deactivated my account, and I may get billed for November/December, even though I haven't used my phone. As for physical damage, I have been so upset during and after all my phone calls to Virgin Mobile, and this is damaging to my heart and health.

Virgin Mobile upgraded the phone plan for my wife's cell phone without her permission back in July of 2009. My wife is 90 years old and rarely ever uses her phone which she has just for emergencies. She was not aware that her credit card was being billed the fees for the upgraded calling plan until November of 2010. When we contacted Virgin Mobile to request that they refund the charges they had unlawfully made to the account, they refused to refund the money and continued to claim that my wife telephoned to request the upgrade.

I explained to the company that if they would simply look at the near absence of activity on the account, they would see that, in fact, there is absolutely no reason why anyone would have requested an upgrade in service for such an inactive account. The change in service was established most likely by a sales person in their company who was seeking an easy commission at my wife's expense.

Virgin Mobile refuses to refund the unauthorized charges equaling over $300 which were unlawfully charged to my wife's credit card account over the fifteen month period at issue.

I switched my wife to the Beyond Talk plan (unlimited text, 300 talk minutes). I set up auto top-up. Her account does auto top-up, but the balance goes to zero or a day first. So I get 29 days for the price of 30 and have no phone for the day. What the heck? No help from VM stooges. They offer to fix it on a monthly basis. Yay.

I topped up my Virgin Mobile account online using my credit card. Virgin Mobile took the money from my bank and my bank confirmed this. It's on my bank statement and everything. They never credited my cash balance on my phone.

I've been calling for almost a month and nobody there speaks English very well. Every time I call, a different person tells me something different. They ran an investigation, then a follow up investigation (each taking 72 hours). They said that my account would be credited within 4 to 10 business days.

When my account wasn't credited, I called back and they said that I had to send them an email with my bank statement proving that I paid the money. They still haven't credited my account and they've been giving me the run around for a month for over $40.

I would not recommend this company to anyone. I think they are very unprofessional. They could make so much more money if they didn't rip people off because until then, I had no problems with the phone. Now I have switched phone companies because of this.

I used Virgin prepaid number ** for two years. But on Nov. 30, 2010, the company blocked my incoming and outgoing without any primary information. Every time, they do not give enough info from their customer care. In my city, no single Virgin retailer is available. Please, I do need help. For more details, call my alternate number **. Thank you.

I was being harassed by my ex-boyfriend whom I had an emergency protective order against. He was calling and leaving threatening messages on my voicemail. I filed a police report but it got so out of control that I requested to change my phone number. I informed the representative of the situation and how important those voicemails were but that I just didn't want him contacting me anymore.

There was a problem that occurred when we tried requesting a new number and my phone stopped working. They informed me there was nothing that they could do. They would send it up for investigation. I was without phone service for three days. I called the following day requesting that I didn't want to change my number that I just wanted them to turn my phone back. I spoke with another representative and they said they would put the order in. I informed them the importance of retrieving the voicemails for the police report. They said someone would be calling me. To my surprise on Saturday, my phone started working. After calling again, they said I had a new number now. I noticed that there were still voicemails but I couldn't listen to them. I asked why they then told me all the voicemails were deleted and could not be retrieved. I was so upset I told them again the situation and how important the voicemails were as evidence to my case. They were unsympathetic.

The voicemails that were deleted contained death threats being made directly to me by my ex. There were numerous voicemails that would have helped me prove my violation of my protective order and retaliation charge against this individual. Now, there is no evidence and I live in constant fear for my life knowing what he said on those messages.

I was being harassed by my ex-boyfriend whom I had an emergency protective order against. He was calling and leaving threatening messages on my voicemail. I filed a police report but it got so out of control that I requested to change my phone number. I informed the representative of the situation and how important those voicemails were but that I just didn't want him contacting me anymore.

There was a problem that occurred when we tried requesting a new number and my phone stopped working. They informed me there was nothing that they could do. They would send it up for investigation. I was without phone service for three days. I called the following day requesting that I didn't want to change my number that I just wanted them to turn my phone back. I spoke with another representative and they said they would put the order in. I informed them the importance of retrieving the voicemails for the police report.

They said someone would be calling me. To my surprise on Saturday, my phone started working. After calling again, they said I had a new number now. I noticed that there were still voicemails but I couldn't listen to them. I asked why they then told me all the voicemails were deleted and could not be retrieved. I was so upset I told them again the situation and how important the voicemails were as evidence to my case. They were unsympathetic.

The voicemails that were deleted contained death threats being made directly to me by my ex. There were numerous voicemails that would have helped me prove my violation of my protective order and retaliation charge against this individual. Now, there is no evidence and I live in constant fear for my life knowing what he said on those messages.

As soon as I tried to Top-up my card, the problems began. At first, I was told they had a computer problem that wouldn't accept my pre-paid cards. Then, they said the cards were bad and I should take them back to the retailer. The retailer remembered me and assured me the cards had been properly activated, which I witnessed at the time. Then Virgin told me it was a technical problem with the account and they would investigate.

Then, they said my phone was bad and mailed a new one. This one still doesn't work, and I still can't get into my account. It's 3 weeks now and absolutely nothing has been done. It's completely frustrating to get to someone to talk to at their end, and when I do they just go over the same rhetoric as the previous person, assuring me the problem will be fixed in 24 hours. I have wasted an enormous amount of my valuable time on this. The problem is I have paid for a phone and $60 in top-up cards. If I factor in my hourly rate it gets really expensive to just throw it away.

I was on Virgin Mobile's 25-dollar a month Beyond Talk plan. I ran out of minutes and purchased a card to refill my account. The card was $20.00 and said it was good for 400 minutes to refill any virgin mobile account. To make the long story short, I am being charged 10 cents a minute, not the 5 cents as advertised on the card. I called customer service and they are refusing to provide me with any credit for what I was ripped off due to their deceptive advertising. I will be turning them into the FCC, BBB and anyone else I can think of to make them make this right with me.

I called but nobody was there to answer so I left a voice mail. My name is Nadia ***. I wanted to speak to anybody at the headquarters/main because when I called Virgin Mobile, the supervisor, Lewis, refused to give me the phone to headquarters office. I called costumer so I can enroll in the insurance coverage that they now have. However, they told me that they couldn't enroll me because the service, protection/insurance for phone recently came out on 11/17/10 and their policy is that only new phones within 15 days or so are the ones who qualify for this service.

Thus, it was too late for my phone to qualify. I found this disrespectful and I'm mad and upset about this because I bought my phone 11/02/10 and I asked them if they had any protection plan and they said no. So now I don't qualify. I mean I paid $250 for my phone and I did want to put a protection plan, in case I lose it or something happens to my phone. It's clearly not my fault that they decided to come out with this plan now.

First of all, Virgin Mobile didn't even let us know, by email or a notification, about the new service. If I had known sooner, I would had qualified. They must let customers know about these changes so we can be aware of this type of information. Also, I think that policy is *** because I really believe that older customers should have the right for insurance as well. Moreover, if they wanted to have rules or policies, they should have considered the older customers since we have been with Virgin Mobile for a longer time. What they were supposed to do was to let us (customers) know about the changes, instead of considering just new phones/customers only; They should have a countdown from the day that they came out with that service.

This is an abuse and Virgin Mobile wants to take advantage of us by saying "only new phones qualify." What do they want from us? To run and buy new phones so that VM gets more money? Like I said before, I recently bought my phone and it cost me 250 dollars and I'm not wiling to buy another phone when my phone is brand new. If nobody can help me with the insurance problem ,then this will be my last month with them! Also I was checking the account statement and it's showing that Virgin Mobile charged me twice on the same day. I called them but the girl was saying "they're updating the system, to call back in 6 hrs!" Why should I be calling them back if they made the mistake? They are the ones who should call me! Every time I called them, they make up excuses and they never resolve my problems.

I can't get my phone to work. When I open the phone, I get the red Virgin Mobile screen. After that, all I get are the boxers and that's as far as I can go. No dial tone, nothing. Help!

Date: Tue, 16 Nov 2010 22:16:40 +0000

This is the third time I am sending this email to you. The above mentioned account is suspended because I used my credit card to pay for my pay as you go $25.00 service. Some rather strange developments have occurred since this time that I am now learning about.

1. The phone was suspended 3 days before the 30 days trial period, when I called into customer service I was told that the service would come back on within 24 to 72 hours, as you well know this did not happen.

2. Then I tried to return to phone to BestBuy since I was advised by your customer service again this is the quickest and easiest way to get a phone was to purchase it from BestBuy, and he told me the location nearest to where I lived to get it. However, since it was 1 day over the 30 days BestBuy would not accept the phone, saying it is not their problem that the phone is turned off.

3. The phone cost $170.00 plus $25.00 fee for the month which I did not get to finish using.

4. No one at your company seems to have any idea when the service would come back on.

5. You requested my personal information which I was advised by my Bank not to give either via fax nor email, because I do not know whose hands this information is ultimately going to end up in. Information such as copies of picture ID, copies of my Credit Card back and front and copy of a utility bill. Seriously you people got to be kidding asking customers for such personal information for a pay as you go phone, I have never heard of this, I am not in any contract agreement with your company. It is plain ridiculous.

6. Most important, I cannot use the phone because it has no service, BestBuy would not accept it as a return, therefore, I need you to provide me with an address so that I can send it back to you. It cost me $170.00 I still have the receipt.

7. I called in several times since the phone suspension but still it's the same answers I get each time, I just got disconnected by your finance dept. every time I ask to speak to a Supervisor. I am forwarding this email to the Better Business Bureau as well.I look forward to getting your address.

Last week, I finally decided to take the leap and go with a prepaid phone plan to save money. I went with Virgin Mobile and chose the Blackberry curve. The phone seemed overpriced (more than $200) but I thought that I would save money in the long run. Two days later, I returned the phone because it wouldn't stay charged for more than a few hours. I told myself if the phone wasn't going to be that great, then I should have just gotten the cheap one. I decided to go with the Kyocera Loft (only $70).

Another two or three days later, I took that phone back because the only way it would make calls is if the phone was on speaker phone. Obviously, this could be inconvenient for me if I needed to make a private call. I got my money back for that phone, but decided that I was tired of the unreliable phones and just went back to Verizon Wireless. I didn't think that I could bet my money back for my top up card but I decided to give it a try anyway, since I was the one being inconvenienced.

I gave them a call and after pushing zero for some time, I finally got to talk to a person. I told her the whole story. She transferred me to someone else saying that my problem was beyond her scope. The second person I was transferred to--I had to tell the whole story all over again. He told me that since I had used more than 15 minutes talk time, I could not get my money back.

I let him know that I wasn't trying to be rude but asked if I could please speak with a manager. After waiting for about five minutes, I got to speak to a supervisor. He asked me what the problem was. After explaining once again what was going on, he told me that I could not get my money back. I asked to speak with a manager and he (Robert) told me that managers don't take calls, and that there was nothing I could do. Obviously, Virgin Mobile does not care about the customers that they serve, and doesn't believe in word of mouth.

Virgin Mobile USA withdrew $40.00 out my checking account without me being a customer. At the time of the withdrawal, I wasn't able to pay my bill.

Each month, unlimited texting goes down. In September, for 3 days. Virgin Mobile's response was nothing. I prepaid for service and they did not provide it, that's theft. Anyone such as them steal when they do not provide service for funds accepted.

I bought a broadband device via their website and returned it at the suggestion of their customer service when it wouldn't work on my computer. I followed all of their directions. I then bought another Virgin Mobile device at Radio Shack. It worked great. I never received a credit for the device I returned (about $85), plus a strange charge for $40 (their top up fee) appeared on my credit card.

I disputed both charges with my credit card bank. Virgin Mobile then suspended my account. When they did this (Oct. 18), I had just put $80 on my account (purchased at Radio Shack) to extend my service. Since that day, I have called and emailed repeatedly. They have apologized (I have this in writing in my email).

In emails and on the phone, they repeatedly told me it was turned on again. Then they started telling me it wasn't and they have opened research and would call me in 24-48 hours. That was eight days ago. I truly believe that nothing has been done and they just tell me things to get me off the phone.

I have a "pay as you go" plan from Virgin Mobile: $6.99 per month plus $0.10 per minute. I have "auto top-up" turned on to add $10 to the account whenever the balance drops below $5. I have had this account several years. The auto top-up stopped working in January. I have called customer service repeatedly and have been told that an investigation will be started. I am often given free "bonus minutes" for my trouble. This morning, the balance on the account is $2.05, which is well below $5. The auto top-up is shown as "On" so the $2.05 balance should not be possible. I called it in and was told, yet again, that an investigation would be started. I was not offered any "bonus minutes".

Yesterday (11/3), the monthly charge of $7.25 ($6.99 plus taxes) was automatically charged successfully to my credit card, so the problem is not with the credit card. Last month, I asked to speak to a supervisor who told me that several investigations had been initiated on the problem and all were closed as being corrected, yet he acknowledged that the problem still existed (the balance had dropped to zero last month). He promised to call me back within 24 hours. He never did. When the balance does drop to zero, the phone stops working. I'm very frustrated. The people at Virgin Mobile are always very polite, yet nothing changes. This plan worked for over a year, but stopped working in January of this year.

I called the Virgin Mobile number to cancel my service, having gotten an email message that my phone wouldn't work since I hadn't "topped up". It is supposed to be automatic via credit card. I was told they topped up $1631 for me, but now instead of $38.38 in my account there was $28 something. I said I didn't want to top up but cancel the service and get my money back. They offered me the $16.31 and nothing else. Supervisor gave the same story. Also, my $0.10 a minute plan was now $0.18 a minute. Sound quality wasn't very good on this phone. My Tracfone sounds much better. I wonder if Virgin Airlines works as badly.

Hello. Sometime in August 2010 I switched to one of the monthly plans. I checked the "use it only when I tell you to" button. In September 2010 my credit card was illegally used automatically without my permission! I deleted my credit card information and talked to a live representative, who kept ignoring that my credit card was used without my permission and wouldn't response why it was used automatically

Some time after that I received an emailed from Virgin Mobile customer service stating I will not be charge automatically anymore and apologized for the incident. Well, now in October 2010, I get a message from Virgin Mobile on the cell phone stating "monthly charge didn't go through," which shows that if I didn't delete my credit card information, then it would have been charged automatically again. I'm deeply disappointed with Virgin Mobile. I also didn't even used up all my minutes and didn't used much of the other services that came with it because I was not planning on using the plan. My money, which I was planning on using for other things that has nothing to do with the cell phone, was wasted.

I have been with Virgin Mobile for a year. I have been having many problems with my phones and service and. I complained about the problems more than once and they must be tired of my complaints and readjustment. So, they put me on fraud alert, saying they give me too many adjustments. That's not my fault. If the phones and service worked, I would not be complaining and having to get adjustments. I'm disappointed and angry and want some results.

About 3 weeks ago, my Rumor 2 malfunctioned just 4 months after purchase. It wouldn't power on, all the way it just went to the hello scene then would flash that. I tried everything under the sun. So the next day, I called Virin Mobile. They said, they were sending me a free phone no worries.

Well, when it was shipped, it wasn't shipped right, it was just thrown in a box but I tried with it and after just a week of use and proper handling it would power off while texting and wouldn't let me on the net, it would also power off. So now, a week and 3 days into it, its doing the same thing my previous phone did.

They sent me yet another replacement and now that replacement sent to me turned out to be still active with some other account. I haven't been able to utilize my service for even half my bill cycle and my bill is due tomorrow Oct. 22 2010. All they offered me was bonus minutes and will send me another replacement and refused to give me management. This Virgin Mobile is a international fraudulent company that needs to be stopped! All they do is send used phones to replace there faulty phones. How is that legal?

We waited a long time to buy a phone and service for our daughter. She loves the phone (rumor touch) and uses it a lot to keep in contact with her friends, plus, we can contact her more easily. The problem we have is the Virgin Mobile $25 per month plan. The set-up went fine but there has been a problem with billing ever since. Five months should have cost us $125; it's more like $180. The plan seems to change arbitrarily on us - texts $0.15 a piece when the plan states unlimited texting included. This has happened at least twice.

It seems if we put money into the account, they start taking it out even though it's not time to take the monthly payment out. My husband has emailed and talked to Customer Service and come away frustrated and exhausted. I had the same experience when I talked to a representative and a supervisor today and I ended up so upset that I was just about shouting on the phone. This is quite possibly the worst company to have phone service through and the phone can't be switched from Virgin Mobile's service. This is especially upsetting because this is a pretty expensive investment. So, a word to anyone looking for phone service, don't let Virgin Mobile suck you in with their plans/promises!

We're out of $55 and the plan will probably still arbitrarily change and suck out any money we put into the account and dealing with the Customer Service will still be frustrating and unresolved.

Purchased a phone on 09/22/10. Received the phone on 09/28/10 that did not work. It was a locked phone. I immediately shipped back to Virgin Mobile with several incident numbers, emails, order # and investigative # from Virgin Mobile. Virgin Mobile received the phone on 09/30/10 10:23am. Two and half weeks later, my phone charge was never refunded. It took seven calls and five emails to customer service to get the $25 account fee refunded off of my account.

To date, I disputed the credit card charge of the phone. Virgin Mobile customer consistently refused to address my questions I listed in my emails. I called 12 times and would ask for an account specialist since my case was under investigation. Nevertheless, every time, the rep would place me on for 15 minutes prior to forwarding me to the account specialist that I would request every time. Virgin Mobile lacks professionalism, knowledge and customer service skills.

I have been arguing with Virgin Mobile and Discover for months. I started my Virgin Mobile with no contract agreement about four years ago. All of a sudden, in June 2010, instead of charging me 10 cents per minute for calls, Virgin Mobile charged me $1 per minute. I only use my cell phone when I am traveling on business, but it so happened that in this instance, I used 120 minutes worth of calls to keep in contact with my home. That should be a charge of $12, but when I received the bill, $120 was automatically deducted from my Discover card.

My usual monthly phone bill is less than $8 a month. When I called Discover to get the charges removed from my bill, the person handling their complaints said that Discover had received thousands of complaints about this same thing. During a four- or five-day period, Virgin Mobile's computers had gone haywire and overcharged everyone. The charges were credited to my account. Today, I got my latest Discover bill and discovered that Virgin Mobile had denied the credit and debited my account again!

First problem, there is no way to talk to anyone at Virgin Mobile. When I called them the first time, I talked to an overseas operator who said there was nothing she could do. Second problem, if Discover receives a complaint like that about charges and if the company that originally made the charges denies them, there is really very little you can do. So, I have contacted the New Jersey Better Business Bureau second time to complain. I have sent registered letters to the president and CEOs of both Virgin Mobile and Discover and I am now waiting to see what they do next.

Third problem, Virgin Mobile has been automatically debiting my account each month, supposed to be $5.95 for the monthly service and 10 cents per minute for calls. I have a credit in my account for $20, so I am going to leave the account active for another month and see if I get a response from anyone. I went into my account online and cut off the auto debit program, I hope. I am now afraid to use the phone at all because Virgin Mobile might decide to go haywire again and charge me $1 per call. Absurd!

In November, when I have used up another $7.00, supposedly, I will cut my Virgin account and throw away the phone! I have been a loyal Virgin Mobile customer for four years, but I am sure fed up with them now. I have one of their most expensive phones, which will also now be totally useless.

I have had Virgin Mobile cellphone service for about four years. My rate is $5.95 a month and $0.10 per minute without a contract. My monthly charge for my phone, including phone calls, is about $8 per month. In June, during a four-day period, Virgin Mobile started charging me $1 per minute! When I complained to them, they did not do anything. I complained to Discover Card and they removed the charges from my bill--until October, when the charges were renewed because Virgin said that they did not make a mistake. Now, Discover says that they cannot do anything and that I owe $120 for four days phone use--the actual bill should be $12.00 because I did use the phone for 120 minutes.

I have to top-up with 20 dollars every 3 months to keep activated. This I do faithfully and they will not let you forget as they call and text your phone any time it gets even close to your 3 month date. So on Sept. 3, I had to go out of town and I was low on money on the phone and it was not time per the 3-month policy to do this, I had just used the phone more than usual and needed to add money.

I went to Target and bought a 20-dollar phone card and tried to add the money like I always do using the phone key pad inputting the top-up numbers. I tried several times to enter the money per my phone but kept getting a text back saying that the data would not process, so I went back into the Target store to ask if I was maybe trying to input in the wrong top-up code numbers and the manager there tried to do this top-up on my phone and he was getting the same text that the data was not take.

Target had no pay phones and I did not want to start out on my trip until I was sure I had a phone to have for emergencies. The manager of Target let me use their store phone and I called Virgin Mobile at 888 322-1122 and had to go through a very unhelpful recorded rep. for them. I tried several times for over 35 minutes to get through to their live advisor so I could get an answer to if the top-up card amount went through and I have service to use or can I just give them the information and top-up cards numbers and be on my way.

I was hung up on for like I said 35 minutes right after their recorded agent said I was being transferred to a live advisor the line would go dead. I finally got through to a female agent and went through all the stuff I had been trying to do and she said it looked like the data did go through because before I only had a few pennies on the phone now as she was checking, it showed I had a little over the 20 dollars. I thanked her and took out for my trip.

Over the next few weeks I had use the phone and everything was okay. I do not use the phone every day, the last time was about 5 days ago. I was late to a doctor's appointment today Oct. 4 and tried to call their office, and my phone would not process my call. So I pulled off the road and called Virgin Mobile to ask why. Again after 10 minutes trying, I to get through to a real person. I got a male advisor and I was told that I did not do a 3-month top-up of 20 dollars so my service was suspended even though I did add 20 dollars on the 3rd and my account even showed I had over $14 still on my account. What the guy told me was that it showed that I had called them on the 3rd but they had no record that I talked to the female advisor so my top-up did not go thru.

I asked him if I called on the 3rd and you say, I did not talk to a female advisor per your records, then who did I talk to and why was I able to use my phone and still as of now have money on it if it did not go through like the female said it did? I am so fed up with Virgin Mobile but being disable, I do not have much money to be able to pay for a monthly plan.

I have recently had change my Virgin Mobile prepaid telephone number online on their website. Ever since 9/22/2010 at 11 p.m. I have been unable to get voice messages due to an error in their system which recalls the previous phone number I changed from and end with giving an error code of 68-2. For the last 6-7 days no one at Virgin Mobile was able to help me. I recently also changed service to get $60/month unlimited service including, web, email, pics, texts and phone calls.

I have calling them repeatedly and just passed of from one rep. to the next. Each telling me they are sorry but instructing me to manually program my cell # VIRGIN #, then press activate or edit enter in a MSID#, then enter in ESN number and then hit the OK key. Well, I did that about 15 times and so far nothing. I live in Brooklyn, NY and work in Farmington, CT thinking the coverage was a problem but they checked.

Problem is that I was hung up on by a rep. Then, they finally said they made a complaint and the problem was passed over to their head quarters. Sure it was, yet I received no phone call when they told me a supervisor would call me. I only have this cell phone as a home phone and since my ex is a US Special Agent. Yes, he works for the government. He had 2 phone and I was allowed to use it for a limited time as he needs it. So, the next day or the 5th day, I was able to speak to someone who mysteriously contacted me from their headquarters. Sadly, all she said was to manually re-program the cell and the voice mail should be fine. But still no answer and many rep dodge the fact, they have no other training or knowledge of the technology. They look into the system and say, "Well, I will reset your voice mail so it will work." Though, I have tried that methods at it does not work. 2 reps told me to wait 2-4 hours each so now i am ** off.

There is no further call or help I am getting. This should not be happening. There should be a number to bypass these rep who know nothing in order to get real help but honestly all I was able to do was be passed along and told to wait for a call. I have not received while I keep paying for service. Something need to be done about this. A voice mail reading an error message, is a problem if my grandma who has cancer was to pass away and my mom cannot reach me cause I have no voice mail for her to leave me a message, or if my ex is harmed from cleaning up the bad street and I will not get a call from his colleagues informing me of what happened or if my 17 yrs old son tries to reach me but cannot. What will it take to get this resolved.

I purchased an LG Rumor2 VM265 cell phone, it is supposed to have unlimited data and downloads for free, but it is blocked unless you pay for each thing. I tried with a USB cable but it has no option. It's going to cost me $175.00 because I have to buy a more expensive phone. I was going to exchange this one and pay the remaining $75.00 but it took them to long to get back to me on their returns policy. Their customer service is the worst.

I purchased a Pay as You Go Virgin phone and was not pleased so I went to return the phone.

I bought a Virgin Mobile Loft phone at the beginning of August. I pay $40 a month. That includes 1200 anytime minutes, unlimited texting, and unlimited data. In the middle of last month my internet stopped working. I called them and they told me that I needed to take the battery out for 20 seconds and put back in. They then told me to reactivate my phone by pressing ##VIRGIN# and follow the prompts. Very easy. I was also told to wait 4 hrs to use my phone so that the network could find me. I did that, still not working. I called them 10 times about the same problem and they told me to do the same things that I mentioned above.

Every time I called them it was as if it was the first time I called. I asked for a supervisor a number of times and they kept saying the same scripted crap! They never transferred me to a supervisor. I admit I threw down the F-bomb. I was told I was being disrespectful to them. Once again clueless. Finally, one of the customer service people said that they would send me another phone and a free month. Before I said anything it was done. I told them I needed the phone sent to a different address because I would not be there to pick it up. The phone person got annoyed with me because he had already put it through and he couldn't change it.

Needless to say, I never received my phone because the FedEx place where I needed to pick it up from many miles from where I live. I have not received my free month yet. Of course, I have tried calling them from payphones. I can't sit a damn payphone all day. I am also not going to use my work phone to do it either. I decided to buy what they call a $20 top up card. Not working. The message says that I need to top up more money so that I reach the $40 monthly charge. I have missed phone calls and emails from potential employers, my bank tried to call me about something that has affected my apt rent, I also have a chronic illness and I need to contact my doctor. I am tired of being stressed out about something that should have been fixed weeks ago. I believe that Virgin Mobile is taking advantage of people who have lower incomes and for whatever reasons can't and/or wont sign a contract. I want a full refund plus extra for all that VM has put me through!

Texting service down for three days+.

Excuse me, Virgin Mobile. I have been out of commission via text messages v-mobile for three days now. I am preparing to report your company to the PEC, and to file a class action suit. This is a regular problem I have with you guys no matter which phone I am using with your service. I will be reporting the texting issue as well as all the other scams this company pulls upon its customers. Scams like: Calling customer service after they've given you false charges, and once you're connected to a representative, they'll disconnect the call. Topping up, Virgin Mobile begins to subtract from your balance for reasons unknown. These problems amongst others will be resolved in court if I am not contacted.

I purchased a Virgin Mobile Broadband2Go device and a $40 top-up card (ul service is $40/month). I went home, activated the account and paid the fee. Everything was good, I had internet connection but no access. On my account page I checked the payment history, $40 was added to my account, but the account balance was at $0. Now I call the need help phone#, after a long wait on hold I finally talked to a real person and was told they were having technical problems and asked me to call back in a couple of hours or tomorrow. Next morning, after one hour on hold and automated gibberish, I talked to a tech rep. She sees the problem and she needs to talk to her supervisor, asks me to please hold. Ten more minutes on hold she returns to tell me that they lost the payment. The payment was made, but they would have to launch an investigation as to where it went and I would have to go without services till they locate the funds. It's usually within 72hrs and I should receive a call or e-mail update. Virgin Mobile acknowledges receiving funds for a product/service but cannot provide product/service because they cannot find where they put their money.

They continually call to report my phone is out of minutes. I don't have service with them and when you return the call or call any of the service call contact numbers, there isn't a selection for this problem. When you do finally get the "get a human" option, the connection disconnects. They are using my minutes and there is no way to work with them to correct their obvious error in my telephone number on one of their throw-away phones.

I've lost minutes on my AT&T Plan and was stressed from not being able to even reach the applicable contact to correct it.

I got a new Virgin Mobile phone and number and requested that my old cell phone number be ported to Virgin Mobile. I was told that it could take 24 hours and I could be without service for up to 6 hours. After 8 hours without service, I contacted Virgin Mobile. They were going to escalate it to engineering because everything on their side looked fine, and this would take 24 to 72 hours. I waited 48 hours to see if there was any update. There was no update. It was escalated again, another 24 - 72 hours. When making calls, I would receive a message that the account could not be validated and callers received my voicemail. After a week of that, I contacted them rather upset and someone tried to assist me in troubleshooting the issue herself. She ended up completely losing my number and my account and would not transfer me to a manager.

I contacted a manager the next day and he saw what happened on my account and was able to get the number back. I assume this because I got an auto email stating, "Welcome to Virgin Mobile. Here's your new phone number," which was my ported number. I tried the phone but it still didn't work. And now callers are getting the message the number is not in service. I called them again and it got escalated again, and then again and again. Today (13 days later) I was told by a manager that it was never escalated and that I have been lied to for the last 2 weeks. I am still without a cell phone and am ready to change companies. But I can't believe that they lie, don't follow up, and don't have any conscience. I am out $40 plus $150 for a phone and two weeks of missed phone calls, with voice mails that I will never get back.

I had Alex on the phone and had my phone only one month and cannot add any more air time to it. I had to go to Verizon instead. How do they get a live person? I never did. I only had Alex, and he said he could not take my card. On the Internet, I mailed them but they never answered it. So forget it with them. I have a phone I do not know what to do with except donate to charity as all of the other cell companies give you a cell phone when you take service with them. I have many appeals and gave that number to lawyers and federal courts that cannot reach me as a result.

Problem(s) on the way to resolution (we hope). I had submitted a report to your website on August 24, 2010, regarding call overcharges to my husband's and my own pay-as-you-go accounts. As of today, I have upgraded Virgin Mobile from "Worst Company Ever" to "Possibly Worth Another Chance," in large part due to M.R. **, a very thorough representative who called me today to follow up on my overcharging complaint as well as on another account glitch my husband and I started experiencing in July (more on that later). While some of the problems may not have been entirely resolved yet, I do at least have a better idea of what's going on now.

R.M. spoke with me for more than half an hour and explained the reason behind a few of the call duration discrepancies. I don't know whether this is standard practice with all cellular companies in the U.S., but here's what I learned: For one thing, the call durations listed in the "Outgoing Calls" menu of your cell phone may not be accurate, depending on the type of call. When you dial a number but hang up before it stops ringing and connects, you're not charged anything--but if the call does connect (either to a person or to voice mail), you are also charged from the moment the number is dialed to the moment it connects. So an outgoing call that shows up as 2 minutes and 57 seconds on your cell phone's display window is actually recorded by the company as 4 minutes (because the pre-connection time brought the total duration past the 3-minute mark, whereupon it's rounded up to 4 minutes). And 4 minutes is how it shows up in your online phone records.

Confusing? You bet. Perhaps I'm naive, but I had absolutely no idea they did this, and R.M. agreed that most customers aren't aware of it. As for an 18-minute call that was displayed as having used 30 minutes according to the "Check Balance" feature on my phone, R.M. was unable to explain the discrepancy but did take the time to make sure that both my husband and I were ultimately charged the correct amount for that call as well as for other calls longer than 10 minutes, and the actual costs of the calls are correct on the website, if not the minutes used in the phone display.

The other complaint that she had called me to follow up on has to do with a recent and sudden failure of Virgin Mobile's Auto Top-up feature (for which my husband and I have been registered for at least a year now) to automatically add cash (from a predetermined payment source) whenever the account balance dropped below $5.00. As a result, my husband's balance dropped to $0 in the middle of a call, and he was promptly disconnected.

I had spoken with four different representatives about this. I was told something different every time: They would have the problem investigated. The problem laid in our payment sources (not true). It was a technical problem that lots of people were experiencing. It would be resolved in 72 hours. (I heard that last one a LOT more than 72 hours ago.) R.M. recommended that my husband and I both deactivate the Auto Top-up feature and then re-register everything again (including our payment sources), explaining that although (she claims) the problem really WAS solved several days ago, some customers wound up having to do this in order to get their Auto Top-up to work again. We're going to try that, and here's hoping she's right, as we were perfectly happy with Virgin Mobile before all these problems came up.

Both my husband and I have had pay-as-you-go plans with Virgin Mobile since 2005. We have recently discovered that we are being overcharged for nearly every call we make or receive on our phones. I have no idea how long this has been going on. I only discovered this one month ago when I checked my account balance immediately after having made an 18-minute phone call. According to Virgin Mobile, I had used 30 minutes. After that, my husband and I made a habit of checking our balances at least daily against the total minutes used on calls made or received that day, to make sure the minutes we used and the minutes VM claim we used added up.

As a result, we have discovered that we are both being overcharged every time we make or receive calls on our phones, except for a couple of times when a call is under one minute (and sometimes even then). Here are a few examples: I have been charged 4 minutes for 2 minutes of calls, 5 minutes for 3 minutes of calls, 7 minutes for 4 minutes of calls, and 13 minutes for 6 minutes of calls. I have spoken on three separate occasions with three different customer service representatives. Each of them apologized to me and said they would "open up an investigation. "

The last time I spoke to one of their representatives, who identified herself as Jen, I asked for and got the name of her supervisor, Ionti *** but was told the supervisor was on another call at the moment and could not speak with me. I then told Jen to give Ionti the message that if the problem wasn't resolved within 5 days, I would call back to demand at least 500 bonus minutes each for my husband and myself as well as report their company to some consumer agencies. That was several days ago, and both my husband and I continue to be overcharged per call. I plan on following up with another attempt to contact a supervisor and demand more bonus minutes to at least in part make up for what has been, I suspect, the hundreds of minutes already stolen from us.

Tried to sign up for Virgin mobile wireless broadband - what a joke! after going through much BS we were told our account was all okay and our 3g modem would be delivered within a few days! Don't think so! 10 days later we 'phoned again and were told "Oh! the account was never activated(? ) and it may be quicker to buy the same plan through some other 3rd party retailer.

Sure, no way do the local retailers sell the same plans - don't waste your time trying. After yet another call to Virgin the itinerant Indian couldn't give a [care]. Anyway, weeks later Virgin suddenly "activated" our account (after we had arranged and received access from an other supplier) Our view of customer service from Virgin Australia - not the best to say the least - absolutely abysmal. Went with another supplier as Virgin customer service was useless. Do not even consider Virgin Mobile Australia.

I have used VM for 5 years and I will say that I have been very pleased with the service. However, in the last 3 days, I have spent hours on the phone with their call center and nothing has been fixed. The problem is the Virgin alerts. I added money to my account and started receiving the alerts over and over. Within an hour, I had received over 50. When I called VM, they were very nice, did all sorts of things to my phone and assured me that it was fixed. Not only was it not fixed, I also began receiving double the amount. I have called 12 times the next to last time I was lied to by tech. support. She told me that she turned off the alerts, only to find out that it is impossible to do. I am now waiting for a call from the corporate headquarters to resolve the problem.

Virgin Mobile has changed their policy regarding phone reactivation when funds run too low to cover monthly charges. Used to be able to buy a 'top up' card and phone in the serial on their automated customer support system, and once the top up cleared the phone would automatically reactivate. Now they require an account number and vkey, which I've long since forgotten. So now I have a useless phone and cannot get a refund on the 'top up' that went through. Virgin Mobile is basically stealing from me and offering no way to get a refund or resolve my issue with the forgotten vkey. Used them for years but no longer. Spiked useless phone on floor after being hung up on by rude non-English support woman. Lost phone, numbers, funds that I topped up the phone with.

I have called this company no less than 15 times and was told that the over charges charged to my bank would be refunded. The amounts that were charged to my account are $42.80, $42.80, $21.40 and $26.75. The only charge should have been one $42.80. These charges have caused me two overdraft charges and now again, I was charged on August 9, 2010 with $42.80 causing overdraft. I called again and was told that I would get refund. This now is in the eighth day and still no refund of the $42.80 or the overdraft charges.

We have 4 prepaid phones with VM. Have always loved the company until they sold it to another co. Now, there are non-English speaking people that can hardly be communicated with via email or phone. I have an agreement to use PayPal at my discretion. Last month, they ordered a payment from PayPal without my authorization! It unfortunately hit my bank the same day as the deposit and there was a $29 charge! I didn't realize they had done this, as I have always authorized the payment when I have the money! I immediately removed PayPal from that phone and dropped the agreement. Then, I called VM (with PayPal rep. on the line) I was told by VM that it was remedied.

Okay. I bought a top-up card for that phone. However, PayPal has a rule that if a charge doesn't go through due to NSF they run it again, In spite of the fact that I had cancelled the agreement, they re-ran the charge! Now, $26.75 is somewhere. PayPal pulled it from my acct. and it has not shown up on any phone! No one can explain where it went. Have called VM repeatedly and sent emails. They respond with absolute nonsense! I topped up two of the other phones with $10. One of the phones was credited, but not the other! I have filed a complaint with the BBB. We cannot afford to change our four phones and go to a different co. at the moment, but VM is taking money from us!

Have opted for an auto top up service with Virgin Mobile several years ago as it takes my credit card info and tops up automatically my minutes, with a credit card they have on file. This enables me to use this cell phone only when I am in the USA as I use an international phone elsewhere. System worked well for a few years, but lately my calls get off with no warning because of low amounts. I have called many times, talked with live advisors when the system actually lets you get through (notice there is no option to talk to a live advisor until you have been on the phone for at least 8 minutes). Each advisor spoke English extremely poorly. Each advisor promised me the problem was resolved. Each time I called they read from the same exact script.

Last 2 times I called, I asked for a manager. Was told there are no managers. My phone conversations with my husband calling me from overseas have been cut off in the middle. I have tried twice to contact Virgin Mobile through their official website. After filling out the entire form, I get the message, the URL cannot be found. Twice! I have written official and very specific complaints to them when I have been polled on line, but no one has ever called me nor has the problem been solved. I would love to change systems, if there is one out there that enables me to keep my number with a mini auto top up on it when I don't use it (a few months of the year).

I recently purchased two VM265 LG Rumour 2 cell phones, one for myself and one for my wife. On their website located at http://www.virginmobileusa.com/mobile-features/expandable-memory.html, LG claims that you can use ringtones that are placed on the expandable Micro SD card that is sold separately. After purchasing the phones and a 4GB Micro SD card that is compatible with this phone, I discovered that this is not the case. Virgin Mobile actually blocks this feature without notification on the packaging or within the book that came with the phone, though then it's too late.

After experiencing this issue, I researched and discovered there are many people who purchased this phone across both Canada and the US that feel they have been scammed on this product. Every other cell phone on the market has this feature unlocked. Also, this phones software prevents a user from downloading ringtones from other clients other then Virgin Mobile which I feel also imposes on my rights as a consumer.

I signed on for a two-year contract with Virgin Mobile in October 2009. My phone worked beautifully for just over a month. As soon as the 30-day return time period was up, I started having problems with my phone, mainly with text messaging. There are days when only 25% of my texts are sent or received properly, but I still pay for 100% of the attempts. I called in November, December, January, February, March, April, May, June and it's the end of July, and I'm still calling. I've talked to the tech department, complaints, "solutions" (baloney, by the way), and warranties.

Every time I talk to these people, they tell me they've fixed the problem or to wait just a few more weeks because there is some computer upgrade or new tower going up or they're transferring all the phones to a new system. But nothing ever works. I have been paying my cell phone bills every month for eight months for a phone that only works intermittently. And now they are refusing to do anything about it, except offer me a measly three months at 50% of my monthly fee. That's short by five months by my count. They finally figured out that the problem is with my actual phone and are offering to fix it but they don't want to do anything about the eight months that I have been paying for services that don't work. I'm told that they aren't responsible to do anything because I've still been using the phone. Of course, I've been using the phone! I only have one cell phone. They told me to keep using it because it would be fixed soon and how would I have known it was still broken if I wasn't using it?

My only options are to either pay a $280 early termination fee on top of the fact that I have wasted $300 in monthly payments for an unreliable phone. But know that I'll never have to deal with this untrustworthy and manipulative company again or ** and wait 15 months until my contract is up, bringing the number of months paid for intermittent service from 8 to 23 and wasting nearly $1,000 dollars in the process.

I'm with Virgin Mobile and I was told that every plan with them are unlimited, web, data, email, and text. But I went today on the 25th to renew my account which was due today, and it said it's completely added. Then tonight, I checked my balance and it says it has been taking 20 cents for everything I do on my phone. This is such a rip-off and Virgin Mobile has cheated me out of my money. This is ridiculous and is eating up my money. My plan wasn't renewed when I added my money and it said it was.

Well, I'm just explaining the experience that I have had with virgin mobile only when there's something wrong with my phone. This is just the past few months not counting the other years that I have been with virgin mobile.

Let me start off to say that I bought my phone from Wal-Mart for 50 dollars and it came with a year warranty. Since, I have got this phone, it's going on my sixth time if it happen again and one of them I paid for again because it had barely made the warranty date. I always pay my bill, sometimes it might be a little late but they get it and I know its not a contract phone but I pay a lot of money for my services a month, which I wont mind if i can get some better customer service.

Second thing, my picture messaging wasn't going through because it was stating that I needed to put money on my account and then it would work. I have unlimited. This was a problem that I didn't think was a technical problem that they could do themselves. So, they sent me to technical support and told me they had to handle it.

They told me that I had to wait three days and they are going to call me back and if I didn't hear from them then to give them a call. So of course, I called back like I always do in that situation. The representative told me that they're still working on it and that a storm hit. As they are telling me all this, I keep asking them do they understand what my problem is. They always answered yes and kept going. They told me to call back in 24 hours if I didn't hear from them.

They tried to tell me one more time that I had to wait 3 days all over again. I got upset at this point because I feel like nobody is really listening to me and they don't really know what my problem is, so i think about something. Just ask them to tell you what your problem is so you will know that they got it right. So, when I ask the lady can she repeat to me the problem that I am having (I said it 3 times). She said, "Yyour picture mail is not working." That's when I knew that they really didn't know.

After explaining to the representative what my problem was, over and over. She reset my account and the problem was fixed. I went through all that waiting for nothing. And that was on the 17th of July of this year. I got that handled a few days later my phone gets turned off because they didn't get my phone that was messed up (they just had to switch my phone again). The representative told me that, if he had seen the tracking code in the system then he could turn my phone back on.

He didn't find it, so he told me that I had two options. I could give them 25 dollars for price of half of the phone, or I could just wait with my phone off until they get the old phone back. I suggested that they just turn my service back on, right then and there and give me a courtesy of 2 to 3 days and if you still don't get it, turn my service off.

I knew that I had put the phone in the mail and I never gave them problems with not returning my old phone.He hung up on me.I spoke with another representative, she stated that there was nothing that no one could do, kept putting me on hold and I kept getting hung up on. I kept calling back, I asked to speak with only supervisors at this point, even they hung up on me. I was advising them to just look at my past account with them. I'm not getting anything and this is from supervisors.

Finally, I call and talk to a customer representative, he asked me my number and my v key and asked my problem. From that point on, took care of the whole situation. He put me on hold, looked at my account and all my notes from my experienced I had. He turned my service back on and said, I have been a good customer and apologized for all the other people I had spoke with before.

All that took no longer then 10 minutes. It took me over an hour and a half to deal with this. Now out of all trouble I went through, all I want is an upgraded phone the loft or the rumor touch (the rumor touch is the same price that virgin mobile cause me to loose). I have been with them for almost four years that's all I ask from them for my hard times. Thank you for hearing me out. I hope we can work something out.

I recently purchased a virgin mobile cell phone with a plan stating that I have 1,200 minutes and unlimited messages, data, etcetera. The reception and service is great except for one thing. It is mentioned that on both the phone manufacturer's website and Virgin Mobile's site, you can transfer your own ringtones and music and applications to the phone using the USB cable. Well, what is the problem? The USB and data Bluetooth have both been disabled! There isn't even a way to do it on the internet! And the phone company keeps saying that they don't provide the service and I have to buy ringtones from them. That doesn't sound like use your own ringtones'. Anyways, my phone is the LG Rumor 2 VM-265. All I want is for my phone to do what they said it would. No money or any of that but just what was written.

I bought a new phone and switched to Virgin Mobile. The phone I bought is the Rumor 2 LX265 and it says on their website that you can add ring tones and games with the micro SD card, but you can't. They have the phone locked. You have to buy their ring tones and games only. You can't even buy ring tones for other sites, they block the downloads, and I pay for unlimited Internet and text. Here is a link to the phones information and website: **. Here it says: Slip in a micro SD card (sold separately) so you can load your favorite music and video files onto your phone. Use it for MP3s, videos, photos, contacts, games, ring tones.

After all the little problems and overcharges, they charged my card that was registered but never been on automatic bill payment without my authorization. It's now been 11 days, I still have not received my money back. I have spent hours with customer service and was told twice how they are at fault and was told twice investigations were being made. After a list of bad things on top of this, I had to feed my dog cereal for a few days and hours of my time.

I began with Virgin Mobile in June 2010. I selected the $25/month Beyond Talk plan which gives me 300 anytime minutes for voice as well as unlimited texting, email and web access. I also bought phones for two of my children and selected the same plans for them. Within the first month, first one and then the other of my daughters' phones no longer allowed them to type.

If they texted, tried to write an email or otherwise needed to type for going online, the entire phone shut down. As for my own phone, on July 15, I went online to restart my month. I was running low on voice minutes. After successfully paying my $25 for my same Beyond Talk Plan, I noticed the next morning that I was receiving an error message stating I would need to "top up" because my account was low on funds. What the heck? I just paid my monthly fee.

Well, it was asking for more money to allow me to text and to go online! I contacted customer service. First off, good luck getting someone who actually understands English. He told me the problem would be resolved by that evening. It was not. The next day, I called customer service again. This time, I was lucky enough to get someone who could speak English. I told her about being charged for texting and for data. She apologized and noted that I had already reported the problem and then promised to "escalate" it in the eyes of "headquarters".

She said she would call me back within an hour, at which point she assured me the issue would be resolved and I would be refunded any top up money I'd added to my account in order to keep my service operable (if I did not add money to my account, not only would I not be able to text or go online, but any incoming text would instead trigger an error message urging me to top up my account and the message becomes lost forever. Even if you later top up, with not so much as the name of who'd sent it).

Well, no one called me back. So later that day, I called them again. This time, I got another person who could not speak English. I explained the problem again, noting I'd already been told it would be resolved, but had not. She threw a few dollars into my account for my trouble and then admitted she had no idea when the problem would be resolved. Funny how she so easily added to my account and yet their inability to charge my account correctly seems an impossibility to address. She said she could give me no further assistance, told me she did not know when my problem would be fixed and said that "headquarters" does not provide such information. I asked her what will happen if my issue was not resolved by the time the few dollars she'd put into my account were used up? She had no response other than the suggestion that I try to call them back.

Two days later, I still have not gotten anything resolved and they are still charging me for every text, every check of an email, every attempt to go online. I am sick and tired of dealing with their customer service. First off, it takes forever just to get past their Robot Alexa and his worthless menu of options to speak to a live rep and then they do nothing to resolve your issue anyway. Clearly, this company has and continues to rip me off. They should be avoided at all costs. I continue to be charged 15 cents per text and access to the web.

My choice is to either continue paying this extra charge as I attempt to get this straightened out or to lose these services and have texts come to me that are never delivered. I just changed my phone number when I switched to Virgin Mobile and have gone through the difficult process of notifying my clients. I do not want to have to go through that again because I've been forced to change carriers, but I guess that's what I will face if this is not resolved very soon.

A simple billing error that I reported to Virgin Mobile. The day after I reported my complaint, they decided to put a fraud alert on my phone, which they refuse to deal with on their customer service line. I have to wait 14 days for some other department to respond by email. I'm out of $50, I have no phone service, and reported them to the BBB.

I cancelled my phone service in April 2009. Last week I had a return check fee for an unknown amount. Investigated and it was from Virgin Mobile. Apparently they have been debiting my account since May of last year. Similar debit amount for other service which I assumed these charges were for. Filed an complaint and launched investigation and was told to call in 3 days. I called the above number, first they told me they would refund from 9/09 thru present, record indicated cancelled 9/23/09.

Then another person supposedly the supervisor got on the phone and told me there was activity on the phone in August of which year I don't know, and they could only refund 2 months worth of charges and without the bank charge incurred of $24.00. Claiming this was their policy and I she didn't see any record of my cancellation call. Asked to speak w/someone above her because I am getting 2 different answers and she claimed this was final and no one else could help me. I may be a poor bookkeeper, but they are thieves. This is more than $200.00 stolen from my account which I could certainly use right now. If you could be of any assistance, I would be in your debt. You give your personal banking info to what you believe is a trusted institution and they abuse it.

I bought service with Virgin Mobile in May & couldn't get a signal in my area. I contacted the company several times only to hear my zip code has coverage. I had service if I left my house & drove several miles in Austin, TX. I was told my $60 was not refundable because I had reception when I never could use my phone. I bought the phone thru Virgin Mobile too and was told to return the phone for a full refund. I spent money to ship the phone as well. After eight calls to Virgin Mobile I still haven't received my refund for the phone though Virgin Mobile received my phone in mid-June.

This week, I spent 1 hr & 45 min. on the phone with Virgin Mobile who transferred my call from Arizona to Mexico to Nicaragua to Manila to Nicaragua again and finally to Arizona again where I spent the last 45 min. talking to a supervisor who confirmed my money was being refunded in 24 hrs to my Paypal account. I still haven't received payment. I've given up because they are intentionally giving me the runaround and I have exerted more patience than the Pope. I will now seek an attorney for theft charges.