Complain about a product or service

Virgin Mobile

lacey respalie of rochester, NY June 29, 2009

I activated and funded a cell phone for my son. 2 days later they turned off his phone and when i called i was told my credit card was declined. i called my credit card company and was told that wasnt true in fact i was double charged. i called customer service at virgin mobile and kept getting talked over and told to call my cc company it was them not virgin mobile. i waited on hold for 10 minutes for a supervisor that did nothing how can they get away with this. this is costing me more money having to go to court over this. i am out 200.00 dollars for a 40.00 payment to get minutes on a cell phone

russ of Kirkland, WA June 26, 2009

Virgin Mobile claimed to give me 400 minutes for free at the onset of service after I bought their cell phone. They assured me I need buy minutes every 3 months to roll-over the minutes. They lied; they canceled the minutes in 2 weeks time, continually calling me to "Top Up. " Customer service is a joke as they claim I needed to add minutes or lose the ones I owned. Why would I buy more time when I have 400 minutes!? I now have a "paper-weight" that cost 70.00! They lied about the per minute rate, claiming one thing on advertising another when you own the phone. What an evil, deceitful company!!

Customer service uses voice recognition software which doesn't recognize English and the customer service rep has such bad English, they're impossible to understand. What a terrible experience this has been

Jim of Bradenton, FL June 13, 2009

I attempted to place an order with Virgin Mobile for a Rave phone that was on sale with 200 minutes for my daughter. When I entered a coupon code the discount was reflected in the the new price. When I went to check out the non-discounted price showed up again. I called the Virgin Mobile toll free number and spoke with a representative and explained the situation. She said that instead of providing the discount on the phone she could offer an additional 200 minutes of airtime. She said she would make a record of the additional 200 minutes in the order. I placed the order based on her offer.

When the phone was activated, my daughter was told that there was no record of an additional 200 minutes of airtime. I called and spoke with a Virgin Mobile representative and explained the situation. She offered an additional 75 minutes of airtime but could not give me 200 minutes. I asked to speak with her supervisor. I spoke with Oscar - Badge #638608 (don't know if the name and badge # are legitimate. He had an attitude- "What's the problem" was his first question. I explained the situation. He said that there is no record of an additional 200 minutes. I asked if he could identify the person who I placed the order with and he said no. He has no way to know which customer service representative takes an order. He blew me off.

His attitude towards the situation has left me with a bad taste. After comparing plans with other similar companies I was going to suggest that 3 of my family members switch from TracPhone to Virgin Mobile. After this experience there is no way I would make the recommendation. Lesson to be learned when dealing with Virgin Mobile over the phone- Get a name and a badge number. I would even suggest asking if the conversation can be recorded.

Diana of Cleveland, TN June 13, 2009

I had two pre paid cell phones for my children ages 12 and 13. In March 2009 I called Virgin mobile to top up and I asked the rep to STOP auto top ups form the phones and she said she would. April, May and June 2009 we were billed almost 2,500 in charges that NEVER showed up in the payment history online at virginmobile.com! In the payment history the charges were only for the 6.95 month charge and occasional 20.00 top up and each month saying we we needed to top up MORE.

My bank statements continued to show debits sometimes 10 per day. After many attempts to speak to a Live Agent at Virgin mobioe over several weeks, and dozens of hang up by the reps, I was told that my request in March to disable auto top ups was not processed because the account manager said Athey tried but that because I had a card on file to cover the monthly 6.95 charge they could not disable handset top ups but they never told me that at the time I called they said it was taken care of and a card would have to be used with V key code to top up! I dont know what happened to the phones, or how we can prove we didnt make the calls and we didnt authorize payments but Virgin Mobile has a 49,95 unlimted plan and Virgin Mobile should have at least alerted me by email that these excessive charges were being billed and allowed me to switch over but the payment history on their website did not show all these excessive payments over 944.00 in one month and 44 top ups. Iam filing a dispute with Visa and anywhere else I can!

Joseph of Spokane, WA June 12, 2009

I signed up for "auto roll forward" of my minutes. A charge to my account for an additional month's minutes was scheduled for June 9. Per the auto roll forward agreement, Virgin Mobile was to use the funds in my cell phone account first and then if those were not sufficient to pay for the minutes, charge my PayPal account. I added funds to my VM account on June 8 for the minutes to roll forward on June 9. On June 9, VM made a second charge to my PayPal account instead of taking the money from the funds already on my VM account. That second charge by Virgin Mobile was not necessary, was not authorized, and was in violation of the auto roll forward agreement.

So I disputed the charge with PayPal and sent VM a note objecting to their unauthorized charge. In response, VM sent me an email that explains that in retaliation for my disputing the charge with PayPal they have suspended my cell phone account. My account has over 400 minutes I paid for, plus 160 bonus minutes still unused. These minutes were purchased and paid for with other funds not related to the disputed charge.

Again, they have suspended my account which had over 400 minutes on it which I have paid for and which Virgin Mobile has NO LEGAL RIGHT WHATSOEVER to take back from me because of a separate disputed charge not related to those minutes purchased with other funds.

Charmain of Cowies Hill, South Africa June 10, 2009

Purchased R50-00 airtime for cell on 8/5/09. Loaded successfully but phone reflected no airtime when we tried to use it. Only have Woolworths receipt for payment of airtime. Have been trying to establish what happened to the airtime since 22/5/09. Have made at least 6 phone calls to Virgin Mobile H/O in Gauteng, spending alot more than R50-00 on these calls alone !! Have faxed an explanation letter as well as proof of payment of the airtime twice now. To date not one person has bothered to even call me back.

I am extremely frustrated and annoyed. I feel it is pointless making another call to this particular branch as you are kept on hold and if you do leave a message no-one calls you back. I would sincerely appreciate someone letting me me know what my next course of action should be in order to find out exactly what happened to the R50-00 airtime.

Lori of Plainwell, MI June 11, 2009

This is Virgin Mobile's Legal Dept. address. Virgin Mobile has been charging my debit card every month since I cancelled this service in 1/08. Over 500.00 in charges. Back in 11/07 I did authorize Virgin Mobile to charge my debit card a "monthly" fee of approx. 28.00. But, I cancelled this in 1/08. Not sure if I can prove this or not; I've had my home telephone bills pulled and being mailed to me for that timeframe to prove this but I think I made this call on my son's Virgin Mobile cell phone at the time; which we no longer have this cell phone. And, Virgin Mobile never sent me phone records of #'s we called.

Also, in March/ 08 someone made "9" different charges through my debit card, not authorized by me. (We started a new cell phone service with Alltel 1/24/08, which I have the documentation that proves this.) Is there any way you can help get the 500.00+ in charges back for me? This is wrong of Virgin Mobile. Thank you.

Rosemarie of Charleston, WV June 10, 2009

On 5.31.09 I purchased a Virgin Mobile card from the store. I tried to load the mins on the phone and the card had expired. I have called Virgin Mobile regarding the matter and they stated it is the store's responsible to reimburse the 20.00 dollars for the card... The problem is I live in Charleston, WV and the card was purchased in Houston, TX. I have tried every day since I found out the card was expired to contact the store. I get a recording and the recording times out. Nine day late after purchuring the calling card I do not have mins for my phone

Mark of Reno, NV May 20, 2009

On May 03, re-activated my Virgin Mobile phone. Virgin Mobile charged me twice. After numerous phone calls, being hung up on repeatedly, my money was refunded nearly ten days later. Now, Yesterday my wife attempted to activate a Virgin Mobile phone for my son. Went through the activation process only to be told that Virgin Mobile's accounting system was down. Virgi Mobile charged my wife three times for a phone that is not activated, has no phone number. When my wife called customer service and spend hours talking to different 'live advisors" only to be hung up repeatedly, she was told that an investigation was begun and her money would be refunded in 3 - 5 business days.

Today, my wife tries to use her Virgin Mobile phone and it is disconnected! So she calls again, gets put on hold, gets hung up on, gets mistreated only to be told that she stated that there was unauthorized activity on her credit card. So Virgin Mobile tells her to re-read her terms of service and that they (Virgin Mobile) can suspend a persons phone until they (my wife proves it was her bank account, her identification, by faxing or emailing this info to an address).

Tonight, my wife checked her account and Virgin Mobile did refund the money they took without authorization only to take it back again in the next minute. We are interested in bringing a class action law suit against Virgin Mobile for this. I encourage everyone to file a complaint with the FCC and the SEC. I say the SEC, because Virgin Mobile kept my money for nearly ten days drawing interest, or using it with other peoples money (that they accidently overcharged) to shore up their assests. Who Knows? My wife's account is missing well over 150.00, her phone is turned off which is paid through June 03, 2009. My wife is disabled and this has affected her financially, emotionally from the way the C/S and Supervisors treated her today.

Shasta of west des moines, IA May 5, 2009

I have had virgin Mobile for a few years now and I understand the ways I can pay for my monthly plan. I always had a debit card on file to automatically do this each month. I have the 59.99 plan and also 1000 texts. Last month an automatic top-up of 60 using my debit card (I did not authorize this!) showed up on my bank statement on top of my automatic monthy charge. They of course could not refund my top-up to my bank account.

I than cancelled the auto top up that I never authorized and asked that next month to use my cash balance towards my plan and the remainding amount go on my debit card. This is after several advisors that tell me a different story or they hang up on me. When it came time for my plan to start over again, they again topped-up automatically 60 on top of my normal monthy charges. As I tried to get my cash balance money refunded I had to go through several hang-ups,rude unprofessional staff and hours on the phone.

Finally a nice man that spoke clearly and seemed to understand somewhat said he would be able to refund 63.60 of my 98 cash balance. I didn't understand why I could't get the 98 refunded since I already paid my bill and my texts but whatever.I am looking at my bank statement today instead of a refund they debited my acount -63.60(which caused my bank to overdraw!) the next day they credited my bank 63.60 but that only covers the debit from previous day,they weren't suppose to take out any money they were supposed to be refunding me! I'm no guinness but taking -63.60 out of my account than puting it back in is 0;just replacing the debit, I'm still short 63.60 this isn't hard to figure out!

I spent 4 long frusterating hours on the phone today and 6 advisors plus a supervisor and didn't get it resolved. They are rude to me, they hang up on me, they even gave me a wrong fax number to send my bank statement to! I would like my 98 back which doesn't include the overdraft they cost me, time and frustration so I can at least pay for a phone to switch companies. What really sucks is you can't switch your phone number over to another phone carrier on pre-paid which is a real inconvienance!! Plus the money was out of my rent money and I am a single mom!!

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