Virgin Mobile

My daughter broke her phone but had the warranty. She lost the envelope to send the phone back and I tried to call and get another phone. After the first customer service rep (that I had to jump through hoops to get to) couldn't help me, I called back again. After the third call giving the same info, I was forwarded to the technical department who told me that it was "against their policy" to send another envelope. I have to send her phone to the number given then call back with a tracking number (good luck getting a real person) and go from there. This is totally unacceptable customer service. Why are they still in business?

Poor customer service quality - I was waiting for a response for 11 minutes. After that, a customer service representative was barely able to answer some simple questions about the conditions of my plan. I just wasted 20 minutes of my time!

I did a system update on my phone 6 days ago and now after 6 days of phone calls to VM, various departments, resets, battery pulling, deactivating and reactivating, I have been told the phone is locked and basically, there is nothing they can do. When we use the activate app on the phone, we get an error "06-07-5920 contact Virgin Mobile". We have told to call any number and follow the prompts to unlock, but we do not get any prompts, just a recording in English stating error 16 and then in Spanish. Then it tells us to hold and it tells us to call the number given to us by our service provider and hangs up on us. I have been calling every day, 3x or more a day and finally, I got this response "If those steps do not resolve the issue, I do deeply apologize in advance but there is nothing further that we could assist you with on this issue".

I have been told this is a security measure put into place by VM and the only way to unlock the phone is to follow the prompts in the message, but I do not get any prompts. It disconnects my call. I have paid $150.00 for the phone (brand new Radio Shack) and $35.00 for my monthly fee and I was told sorry, too bad, how sad? Really? I am very frustrated since we were told to do the system update and after we did, no one seems to be able to help us with the problem. I have been told this is a known issue, but no one I talk to is able to fix it except "The department above them", which I cannot get a phone number for and I have to wait 24-72 hours for a callback and then I call them back after no response and that department cannot help me. I have to wait another 24-72 hours for the next department. Any help would be appreciated.

I'm sorry to say this, I would like to know why this company charged me the amount of $38.01? I don't even have a phone with this company. They charged me without letting me know. I'm very, very upset about this. Please respond to this email and explain it to me why you charged me.

I went to Virgin Mobile to get a hotspot and they sold me one that was supposed to be new but never worked with my brand new Mac. So then I went and returned the device but they never refunded the $50.00 for the account that I never used, because of something that was wrong with their device.

I have been an Assurance Lifeline user for over one year, what a life saver, then when I needed more minutes, things got stinky. I'm sure if Sir B. was treated like this, he would fire all the people working at this branch of his Virgin Mobile company.

Facts I have been told by their so called service people (wherever they are), that can barely speak English; by the way this is problem number one. These service people don't know or are not allowed to correct anything. The second problem is that there is no accounting to a higher up for nothing being corrected or not being done, as with my request.

I cannot use my lifeline cell phone as of this day, (out of minutes) and before receiving the so called free 250 minutes next month, it will be over 20 days. I believe it would be better at this day and age to look into other low cost cell service; I just need to have a cell phone, no texting, no web, no games, just phone calls.

Everyday, Virgin Mobile deducts RS 2 for a Disney service. I deactivated this service three times but in spite of that, Virgin Mobile deducts RS from my account. Yesterday, I also deducted this service and then informed Ganesh ** to check this. He said that the service would be deactivated within 4 hours and a confirmation SMS would be sent to my number. But no confirmation SMS was sent in my number. After that, today they also deducted RS 2 for that service. First of all, I didn't activate this service. Second, I lost RS 2 per day. Return my money, otherwise I'll complain with the higher authority.

I had Assurance Wireless through Virgin Mobile, and just canceled service today and I will never, ever associate with Virgin Mobile again! When I ran low on my 250 free mins. a month, I started to "top up" in $5-$10 increments. I noticed that more minutes were somehow being used up faster w/o me talking on my cell that much, which I never do. I went to virginmobileusa.com and logged into my account, looked at my past calls and activities, and I kept seeing charges (for extras). I only ever use talk and text on my phone, so I thought what were extras for? Come to find out, I saw on my account preferences page that there is a check box that is already checked, that I had no previous knowledge of at all. Because it was checked, I was being charged $0.15 a day for stuff like games, apps, etc. I was fuming when I saw that, and immediately called them and confronted them about this. Not only that, but my second to last top up for $5 never went through, but I was charged. My bank has filed a fraud investigation and my bank credited me with what they stole from me.

My picture message didn't work for months. No one could solve my problem. I changed carriers because of this on-going problem and they said they could not reimburse me for the monies ($22.10) left on my account.

After 5 days of owning a Virgin Mobile phone, I began to have difficulty viewing e-mail on my phone. The body of the e-mails does not download to the phone so I cannot read the e-mails from my phone. I called Virgin Mobile customer service 7 times. Each time I explained the problem to the initial agent (this is obviously a call center for US customers that is not located int he US) who had no ability to even begin to assist. An attempt was then made to transfer me to the technical support center. Once I was connected to someone who tried very basic methods to fix the problem (remove the battery, etc), but the problem was not fixed. The tech basically gave up and told me that the "fix" may take 15 minutes to work so I should call back at that time if the problem was not resolved.

When I called back (5-6 more times), each time I was transferred to tech support, the call was disconnected. It seems that Virgin Mobile does not have trained technicians and is trying to avoid my problem because it cannot be resolved by shutting down the phone or removing the battery. I switched to a Virgin Mobile plan because they offer the option of a lower priced plan that includes unlimited data with a small number of talk minutes. My plan was to communicate via e-mail and text more frequently and use less talk minutes to save money. Now I have few call minutes and cannot receive e-mail.

I noticed several weeks ago my internet service didn't work so I called the Virgin Mobile tech support. It took a while but it got fixed. I hung up and could no longer make phone calls so I called tech support back and that got fixed. Several days later, the internet service no longer worked so I called and that got fixed. You guessed it. No ability to make calls and no internet several days after that. I called Virgin yesterday with no internet and it took at least an hour to get that fixed. I asked them to compensate me. They said they would give me $10 and I said no. I wanted to speak to the supervisor and finally hung up after I was placed on hold for the next half hour minimum. Now I can't sign it to Google because my password no longer works.

I have had Virgin Mobile US minute2minute service and had $15 auto top up every 90 days. Top up was occurring satisfactorily. I changed to Top-Up $10 once every 90 days and my account shows the following, "You've registered to Top-Up $10 once every 90 days." However, auto top up was occurring every 45 days. I called and was told $10 top up was only good for 45 days (contrary to info on site). Changing (back) to $15 top up will restore 90 day service. Although I was unknowingly on a $10 45-day plan, I was still being charged $0.25 per minute for first 10 minutes per day. At best, Virgin Mobile US plan information is misleading. More likely, it is dishonest.

Service stopped - I have bought one Virgin SIM, bearing the number ** about 22 days ago. The service in the said SIM has been stopped by the company, though I have duly submitted the necessary documents.

I am on a monthly prepaid plan when I came back to Virgin Mobile. I left prior due to bad customer service. I gave them a chance and again, they are treating consumers unfairly and improper. I was not able to use the Web, email, text for many hours two weeks ago. When I called, they stated that they were aware of the situation. So I asked for credit due to their inadequate service as the plan includes it all. They said to call back when the problem gets resolved, which I did, but to no avail.

They said that they would but then said that my account would not allow any credit. I then sent them an email stating that in the past, they gave too many credits. Every time you buy a monthly plan, it's always a new plan. If they fail to provide the services you pay for, why am I not getting any courtesy credit for their failure to give me the services I prepaid for? Please get me some credit--at this point, a full $30.00 for my distress from them again. Thank you.

I bought a $300.00 phone from Virgin Mobile when the Motorola Triumph first came out. Not even 2 weeks later, I started having issues with my phone. It wasn't charging, overheating and turning off blinking screen. They sent me a replacement. I turned on the phone and there was an issue on the screen. I sent the replacement phone back. Well, USPS lost their phone. They suspended my phone for 3 weeks because they never received the phone I sent back them. I went to USPS, they couldn't find the phone. Even tracking it and couldn't. So Virgin Mobile finally realized it wasn't my fault and unsuspended my phone and gave me a free month.

Now they sent me another phone because the 2nd replacement, no one could understand what I am saying. It sounded muffled. Wow! Now I'm frustrated because now I have to switch phones again and call them, deal with them! **! When will I get a break? Well, they sent me another replacement to replace the muffled phone. Well guess what? The muffled phone won't connect to the internet. So I called and told them. They talked about sending another replacement. **. No, I have a replacement. If that's the case, then we will switch to that phone, same brand, same make. Well, let me say I still can't connect to the internet. Why? I paid my bill. I sent them the old phone, but they couldn't tell me why. They said wait 3-5 business days. Woah, I said. No, I am not waiting. I'm frustrated, I'm pissed and honestly don't want a plan with this company any longer.

Are they recalling the Triumph? Why doesn't my phone work when it's supposed to? Why does the operator only wants to send replacements? How come the operator can't find the source? They can collect our money but can't fix our problems. Something to me is fishy.

I purchased a phone on 3/21/12 between 5:30 and 7 pm. The internet service was not connected until I called in to speak with a service agent on 3/22/12 around 6:45am and the email account app would not work. The service agent completed a form to escalate the issue to headquarters because he couldn't figure it out and said I could get a refund of my top up amount from Virgin Mobile.

When I called again at 12:42 pm to get information about the refund and return process, the customer service agent John got irritated when I asked to speak to a supervisor. He transferred me to a supervisor named Erica who hung up on me at 1:05 pm after I asked to speak to her supervisor about receiving a refund for a portion of my plan. I've had the phone less than 24 hours, have talked on it less than 60 minutes, and have sent 2 texts and downloaded 2 apps.

I called back at 1:06 pm and John answered the phone again. He put me on hold, said he had found a "female" supervisor but "didn't know her name", placed me on hold again until the call was disconnected (without anyone ever picking up) at 1:22pm. I called back a 3rd time (I'm still on hold as I am typing this complaint) and asked Lewis, (the person who answered the phone) to transfer me to a supervisor that wouldn't hang up on me because I am now calling back for a 3rd time. I am still holding. It's now been 8 minutes and 13 seconds since I placed this 3rd call. The service is deplorable and I would like to be contacted by an attorney.

My mother purchased me a Virgin Mobile Rumor Touch phone plus activation cost for Christmas. It is supposed to come with unlimited data applications that I pay for, such as Facebook, Twitter, etc. I have been forbidden to access those pages and have been told that there is a problem with my model phone and to buy a new one. It was only bought 3 months ago! My mother is very ill and I live on very limited income so I cannot simply just "buy a new phone". Regardless of that, I am paying $65 every month for something that doesn't work and I want to be refunded my money in the amount of $99.99 plus activation fees. This is a nationwide problem with this phone and it should be recalled and we should be refunded our money or be provided a new phone that works properly.

I worked many years ago as a fraud intake specialist for an investigative news team in Dallas. Virgin Mobile came out with an outrageous offer of 1500 minutes of airtime plus texts, IM, and email as well. I had given up on them before. I purchased a Samsung Mantra for $30. I noticed I was getting all of these VM alerts telling me I was low on cash. Then, I began to notice my phone was responding to a FedEx delivery vehicle as it drove by my house! It would either beep or begin to vibrate for no apparent reason. I also began to notice FedEx, DHL, and even UPS at times (alarming) seemed to be on the same schedule as me and began showing up at either my home, the first bus stop, and then as I departed from the post office to pick up a check, and then to the bank to deposit the check, and even to places that I might be using my debit card.

I called my bank and to my surprise, a rep said they were aware of delivery vehicles that were using their barcode scanners to triangulate with registers with debit card terminals and that my information could be read by an RFID UHF reader card or chip contained in a device. And especially if my bank card had a pay pass code or chip. Folks, this has been going on for years and I put it to the test. I sat at a bus stop and when the bus came, I skipped it as FedEx also passed. The next bus came and so did a FedEx vehicle. So, I skipped the next bus and tried it one more time and guess what! The same thing happened again! Now, after replacing several phones and all of them delivered by FedEx, they all were emitting dangerous levels of UHF as if there was a back flow of UHF from Virgin Mobile's central computer.

After this error in the account, the next thing that happened was that my phones were stolen by the same operation that had scanned the phone in the delivery process and were obviously tracking it for my contacts after I transferred them from the old phone to the replacement. Every time I called VM, the reps would hang up on me either because it was too complicated to understand or something is going on inside the company.

VM has to be losing money and has become an excellent tax shelter for an overpaid CEO. I began to report these FedEx guys. Then I found out there were counterfeit limos and FedEx drivers who were hijacking cell phones and GPS on buses and trains. I was cyber-stalked this same way by the VM phone having had the ESN number captured and the number and contacts cloned as well as where all my doctor appointments were. I have even had these guys signal stalk me on the highway while I was renting a U-Haul van. It was physically sickening to experience this. It reduced my sensory awareness as there were noticeable deficits in my peripheral judgment. Then, I was set up in a counterfeit crash. Do not trust these two companies together. VM associates literally throw an order for a replacement phone together and it goes to a FedEx warehouse where anyone can walk in and takeover the shipping order.

Virgin mobile phone quit working two days after purchasing a $35 unlimited text minutes via phone. They refused to refund my $35 plus tax. I purchased another Virgin Mobile wireless phone after agent told me it would work with CapTel for deaf data plan. I received phone and called Virgin Mobile to purchase another $35 minute unlimited data and activated phone. I did not use phone to make any calls or text anyone. I tried to get the CapTel on it and learned that this phone would not let you use the CapTel air program. Immediately, I called Virgin Mobile who confirmed this phone could not in fact do the CapTel (after their agent has said it would). I asked for refund of the $35 and refund of the phone ($140). The agent said they would refund my $35 and refund the money for the phone ($140). They told me to ship the phone back regular mail. I was smarter than that and sent it back via UPS with a tracking label. I did not get my refunds.

I called Virgin Mobile and was hung up on several times. I finally got a hold of someone and told them I am complaining to Missouri Attorney General which I am going to do as in Missouri you have 30 days to cancel any agreement or contract with a phone company. They listened and stated they did not receive my phone as the post office does not show it was delivered. I stated it was sent via UPS and the tracking number showed it was delivered to them and I wanted my money back.

Finally, after days of calling and getting hung up on, I got my $140 back. I did not get my $35 back. So thus I did not use the $35 and did not get a refund as promised. They stated they disconnected my phone and thus could not refund the $35 as promised. Lets get a class action going even if we, poor customers, do not get but five cents and the attorneys get a million just to teach Virgin Mobile a lesson. Here in Missouri, I had the right to cancel. I am calling my bank tomorrow to get my money back but I am still pursuing this all the way to the limit. They have done this too many times. They owe me now $70 for minutes, etc. I did not even use and contract was canceled but they kept my money.

I had a problem with the Alt button on my Blackberry. I called Virgin. They sent repair slip and loaner phone. It came back not reparable. They claim corrosion from water damage. I disagree as the white pads in battery compartment are still white. They change color when wet. I called and was put in contact with a Tanya in complaints dept. She agreed that if phone got wet pads, they would change color. That's how they tell if phone comes in contact with water. Everything works great with phone but Alt button do send change application. Tanya agreed with me and gave me $100 towards my bill for mix up and sent another repair slip. I sent it again the phone came back approximately two weeks later. It didn't go through repair process because Tanya did second claim wrong. She needed to close the first one and open a new one. I have letter stating this. I called in to find out what happened and was told Tanya is only one that can deal with me and he would get her to call me about it.

Two weeks, still no call and one Saturday night, my phone got cut off. I called in to complain and was told I'm over my credit limit due to still having a loaner phone. They charged me $400 for the phone. The phone got turned on again and another request for Tanya to call me and deal with this. It got cut again 12 hours later. I called in, turned on again and was told I would have to call and have it turned back every 12 hours until Monday when Tanya comes back to work. He turned it on again on Sunday morning. I tried to have it turned on again. She wouldn't turn it on until I paid for loaner or return it.

I started sending emails about this so I have records of the way I was treated. I still haven't heard from Tanya, just a bunch of ignorant people who don't listen and don't care. My phone was maybe three months old and I have three year contract with them. I was told all kinds of ** to try and get me to give up. But I know I'm right. I have more to the story but it will take too long for one finger to type. I want to sue them for breach of contract. What do you think my chances are for getting money for screwing up my credit without just cause?

I have been getting replacement phones one after another from Virgin Mobile and finally they sent me a text saying my service would be cut off in 15 days. I called them and wanted to know the problem and they said that everything would be okay. Then, I got another text saying that I had five days to return my phone and I called and they said everything would be okay. Now, my phone is disconnected. They tell me that the postal service sent the return phone to the wrong address. This is not my fault. I sent the phone back in the envelope they provided which came with the address already printed on it. Now, they say they will not turn my service on until I track down the phone through the postal service. Their customer service is in another country and when you ask for a supervisor, you get another rep that just tells you tough. So basically I have no cellular service for a problem that is not mine because I did what I was instructed to do.

Top up was on the wrong cell #. I tried to reach a person so I could cancel the credit card amount of $25.00, of course no person. I called the credit card company and they cancelled the payment, and now, my phone was deactivated because of the supposed fraud alert and I tried to get the correct email but to no avail. So this needs to be taken care of today. Please call me at ** or email me what the next step is due to the amount that is still on the account for **. Even if the $25.00 is off the account, I still have a balance $44.05.

I called customer care to get the refund. V-Flirt, which I never activated, got activated without my knowledge. When I spoke to the executive, he advised he was not able to provide refund, requested to speak with team leader but his behavior was not satisfactory, too rude and refused to give his name and other detail. He informed me he will call back from other number and will give other details and hung up on me. After that, I was not able connect to customer care. I need refund and I need to speak with that team leader if not, within two days I will complain to consumer court.

I have been complaining over a year now that their billing system has an issue. I have an account with Rogers for 500 GB and never came close to going over. Now with Virgin I have 1 GB and always had bills of over $300 and they are claiming I got 4 times over my GBs. Reps at the store could not believe it and never seen a bill so big with the same data being charged over and over. I tried going through their legal department and of course nothing went further. I changed numbers because a tech from Bell told me it's possible to hack into a cell phone line. It calmed down for a bit but was still about $150 for the phone bill. I changed my plan to have 6 GB and it my bill was still high. Last month I called to remove the 6 GB and put it back to 1 GB and the rep took off the data completely without me knowing to get my bill this month and have over $500 because I was using data even though it was minimal. Their billing department and including supervisor seem to only be able to say, "It's on paper, it's legit". Now what?

I do not advise you to get a phone from Virgin Mobile! My partner and I went there because they were "rated" as being better than other companies. They are not! Between Rogers, Virgin and Koodos, go with Koodos (or any other company, just not Virgin or Rogers)! I got a phone from Virgin Mobile six months ago and returned it within the two week trial period. From the moment I returned it, I have been waiting to get my refund back which they claimed would originally take five weeks. I didn't get it. I called, they said they would resend it and it would take two weeks. I didn't get it. I called, they said it would take another two weeks, so on. This has been going on for six months! They always have some excuse for why they are not returning it like they had the wrong address (even though it was confirmed over ten times and counting), they mailed it but then accidentally cancelled it, they never filed the paperwork properly.

I spoke with a hallucinating employee, an employee who refused to direct me to a supervisor, two supervisors who said that they would call me back on the matter and never did. I filed a complaint with the complaints department and they never called me back (how do you file a complaint on the complaints department?). I was offered compensation in the form of six months off my partner's bill for his troubles, then it was taken away. I complained again three times until it was finally given. I asked them to put the amount back on my visa from the start, then claimed they couldn't for six months now. Now that I have threatened legal action and given them a timeline for when to return the money, they have magically claimed that they can return it to my visa after all (we'll see if that happens).

Anyways, I am infuriated with Virgin Mobile. I would not suggest them to anyone! Please do not do business with them, their employees do not know anything. If you call about a complaint, they will constantly put you on hold and give you a vague inaccurate answer. The magic "billing department" deals with all their financial matters, but no employee has the billing department's contact information (e.g., "I don't know their phone number"). Even higher ups in the executive department bow down to this sleazy big company, which they refer to as the "billing department" to do anything. If you call Virgin Mobile and hit "the billing department", you are not speaking with the billing department, only a regular employee which is very frustrating. I can go on and on, but my main purpose for writing is to say please do not support this unprofessional, irresponsible and non-receptive company. Like I said, they are just as bad as Rogers. Don't go with either!

If you are in a dispute with Virgin contact, their complaints department in writing at the executive division (executive.office@virginmobile.ca), not the main phone number (however, no one ever told me this in six months. It is hidden on their website). I am not kidding. Employees who are not executives (even "supervisors" have no knowledge of how to operate things and will give you incorrect information over and over and have no power to do anything even if they wanted to!). When contacting the executive division, threaten that you will be contacting your government ministry of consumer relations for help if they do not deal with the issue promptly, and also will be taking legal action if needed. This will make them at least take your issue "seriously". Then if there is still no resolution, give them a timeline (e.g., if I don't get my money by the end of X month, then I will be...) and follow through on whatever you can handle.

My final word of advise is to contact a ministry, not the Better Business Bureau. I asked them for help on my matter. They have little to no authority to force a company to do something and will actually make it harder for you to get help from someone who can (like the ministry). Good luck on you disputes! Remember your rights! Don't choose Virgin Mobile, I despise the company now after this ordeal! Their "best customer service" is a lie, it is horrible. I could go on and on but will leave it at that. Thank you.

My husband and I signed a contract with Virgin Mobile in November 2010. The account was in my name, though my husband was the principal user of the telephone. The plan we selected cost, tax included, roughly $100 per month. In the year that followed, there were one or two months where we went over our monthly allowance of internet usage. I believe that the most expensive bill we ever received was in the range of $200. We always paid our bills in their totality.

There were 2 ways in which Virgin sent the monthly bill. Firstly, they sent it by email to my email address. Secondly, a text message would arrive on the telephone further providing notification of the sum of the monthly bill. I could then pay the bill through an online account. However, after the bill I received on September 20, 2011, I ceased to receive notification of my monthly bill, both by email and text message. I had no idea why Virgin had ceased their billing service. When I mentioned this to a customer service representative, he assured me that he would remedy the situation, but nothing changed.

In December 2011 I was contacted by Virgin Mobile's billing department to inform me that my bill for the month of October was over $500, a significantly higher sum than usual. Because Virgin had ceased to send me any form of a bill, this phone call was the first time I was aware that there was a problem with the bill. The sum was due to roaming charges my husband had incurred while spending a week in New York in the month of October. Concerned that this sum was extraordinarily high, I contacted Virgin Mobile's customer service department by telephone. The gentleman I spoke with informed me that he was unable to make any significant adjustments to the sum.

On Dec. 22, 2011, at around 1:00 in the afternoon, my husband again contacted Virgin Mobile's customer service department in a further effort to address the bill. We were concerned by various elements of the bill. For example, the bill included over $100 of internet connection charges, despite the fact that my husband had turned off the 3G function on the phone, which he had been instructed to do by a Virgin representative when he called the customer service department earlier in the year to ensure that he avoided roaming charges. We hoped that we could point out this mistake, and lower the amount of the bill.

After spending two hours on the phone and speaking with at least three representatives, my husband was able to come to an agreement with a female customer service representative. This representative confirmed with my husband that if we cancelled the contract, paying the remaining hardware fees for the telephone, we would not be obliged to pay the last bill. The hardware fees were in the range of $340. My husband and I decided that this was the best course of action, agreeing that the danger of going over ones allotted internet usage was too stressful. We preferred to pay a one-time fee of $340 rather than risk incurring roaming charges in the future. My husband informed the customer service representative he was speaking to that we would accept the payment of $340 instead of the payment of over $500, and the phone conversation was terminated with the clear understanding that we would subsequently be billed only the $312 hardware fee, and no more. The customer service representative assured us that we could rest easy and spend the holidays not worrying about our cell phone bill. In the ten minutes after we terminated the phone conversation, the phone service was cut off.

Three weeks passed, and we didn't receive the final bill from Virgin Mobile. I attempted to access the bill online, but our account had been terminated when we terminated the phone contract on Dec. 22. Concerned, on January 16, 2011 at around 12:00 a.m. I called the customer service department in order to ensure that we would be able to pay the final bill in a timely manner. I was informed by the customer service representative I spoke with that my bill was, in fact, for a sum in the range of $550. When I inquired as to the reason for the discrepancy between what my husband was told on Dec. 22 and the latter figure, the representative was unable to provide me with an explanation. He informed me that the billing department would contact me subsequently.

The billing department contacted me two days later and left me a voice mail message informing me that the charge of around $550 was, in fact, valid. My husband, becoming ever more concerned for the mounting charges, contacted Virgin Mobile by telephone on Jan. 18, 2012. The first customer service representative he spoke with was unable to provide a clear explanation as to why the bill had increased. The representative provided two very different explanations for the bill over the course of the conversation: One, that we were being charged for the hardware costs as well as for our final bill; and two, that we were being charged for the hardware costs and for breaking the contract. Neither of these explanations was satisfactory, nor did they logically account for the amount in question. My husband was then transferred to a customer service manager, who provided similar unsatisfactory explanations for the charges. After more than an hour spent on the telephone, no conclusion could be reached.

At this point, I decided to lodge an official complaint with Virgin Mobile. On January 22, I registered a complaint online with the Commissioner for Complaints for Telecommunications Services.

On January 27 at around 2:00 I was contacted by a representative from Virgin Mobiles complaints department to notify me that they had received my complaint and were attempting to settle it. She wanted to gather further information about the situation. When I pointed out that the sum of $550 was inaccurate, she admitted that we had, in fact been charged twice for the hardware fees, and that in fact we should have been charged a sum of about $340. She then continued to inform me that this sum was in addition to the charges of the last bill, which were in the range of $500, as well as for the bill of the previous month, which was the first time anyone had ever mentioned a previous unpaid bill. I informed the customer service representative that this was completely unacceptable, as a Virgin agent had assured us that the hardware fee would be the last sum we would ever have to pay. The representative with whom I was speaking seemed puzzled by this; she informed me that Virgin agents were not authorized to make such a deal. I reassured her that I understood that it seemed there had been a misunderstanding at some point, but that the phone conversation of Dec. 22 needed to be further investigated. I pointed out that it would have been ridiculous for us to react to an expensive phone bill by agreeing to pay $300 in addition in order to terminate the contract.

The representative with whom I spoke seemed sympathetic, and assured me that she would further investigate the matter and get back to me. I asked her to confirm that no action would be taken without contacting. She reassured me that this was the case. I asked specifically that the bill not be sent to a collections agency, as I did not want my credit to be affected by this confusion. She further reassured me that no action would be taken without Virgin contacting me first.

I had no further contact from Virgin Mobile. On January 26, 2011, I was contacted by CBV Collections Service, a collections agency. They informed me that my bill had been transferred to them by Virgin. The sum of the bill that had been transferred was in the range of $900.

I consider the course of action taken by Virgin to be unconscionable. Specifically, the following actions on the part of Virgin were unacceptable: 1) Virgin refused to respect the deal made between their agent and my husband on Dec. 22. 2) Virgin never sent me a bill informing me of the sum to be paid. 3) Virgin transferred my bill to a collections agency after specifically reassuring that they would not do so.

I called Virgin Mobile customer service today to discuss my dysfunctional phone, (which is the 8th replacement I have received) and I received some of the most disrespectful, inconsiderate and downright unprofessional treatment I have ever witnessed. First, I was put on hold for almost an hour and when I finally reached someone, I was told the same redundant answer I have been receiving ever since the problem stared. I then asked to speak to a supervisor and upon speaking to him, the conversation when completely downhill. The supervisor was blatantly deceitful and rude by saying things like "I can't give you our corporate number" and "There is no point in me escalating the call, you can hang up and call back."

Also he stated "I am the owner of the company" when in fact prior he said he was the head supervisor of that specific department. The main issue was that I keep receiving deficient phones and the replacements are just as if not more deficient and this is being told to me is the only solution to the problem. I have read numerous blogs from people with similar problems and a few were compensated with new upgraded phones, which is in the beginning exactly what I was asking for but was told it wasn't possible (another lie). I am in the military and my phone is mission essential and these issues are hindering me from completing my mission. I am strongly thinking about pursuing legal action on quite a few basis. Without the proper assistance from the channels I am reaching out to, I will have no choice. I don't want to push too far into my own personal problems but I have PTSD among other things and this problem is only escalating my issues. I hope that someone with take this serious and help me out. Thanks in advance.

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?