Complain about a product or service

Virgin Mobile

Patricia of La Crosse WI (01/19/09)
I have been a customer with Virgin Mobile for about four years. Besides the fact that they take away 10-15 cents every day I have not had many other problems. But now I am concerned that my account has been hacked. I put 30 of air time on the phone Jan 5th. I did this on the internet which I have done many times.

On Jan 6th I had a phone call from a card svc center asking me if I made the 30 charge. Which I said yes, why? Well, we just wanted to verify that this was a legitimate charge, we oversee credit card activity for your safety and noticed a recent charge that alerted us. I said I have been charging to Virgin Mobile on this card for years and besides, 30 is not a very large amount to get flagged. The very next day my card number was being used in Iberia! Over 300 in groceries were charged on Jan 7th. On Jan 11th travel was purchased for 500. I did not receive a phone call for any of this odd activity. I found this out when I was checking my recent transactions on my statement on line, on Jan 18th. I quickly notified Visa of these charges and my account was closed.

The only info that I got was that my credit card number was put in manually, over in Iberia! I have had this card for 10 yrs and have never had a problem. I believe my info leaked out through Virgin Mobile. I had not had a transaction with them for a few months and I had no problems. When I finally did have a purchase with them that's when my theft started. Either their system was hacked or an employee somewhere is stealing our information. Of course I do not have proof of any of this just speculation and a gut feeling.

Bruce of York, PA January 16, 2009

Bruce of York PA (01/16/09)
November 12, 2008, I went to use my Virgin Mobile pay-as-you-go phone which my family has had since August of 2005 and there was not service available even though there was twenty some odd dollars still on my account. I was finally contacted on November 17, 2008, to inform me that I had a new pay-as-you-go cell phone number.

It ended up that someone else (another customer of Virgin Mobile) cancelled my service. I spent over (3) hours on the phone with someone from the Phillipines trying to explain what had happened. This is when I discovered that another customer had cancelled my phone service account. My wife and I only use this phone for emergencies since we have a son with cancer and have been traveling between York, PA and Baltimore, MD and York, PA and Pittsburgh PA for the last three and a half years. After the conversation with the Phillipino representative and getting nowhere, I was switched back to a phone number here in he United States.

The Virgin Mobile representative hre in the United States also informed me that my pay-as-you-go cell phone number had been cancelled. Virgin Mobile's representative suggested that I start up a new account for which they GENEROUSLY gave me 10 minutes of time until I could top up. I still have not heard back from them as to where my twenty some dollars from my old account had gone and if they would add it to my new phone account. AT THIS POINT I WOULD DISCOURAGE ANYONE FROM PURCHASING A PAY-AS-YOU-GO CELL PHONE FROM VIRGIN MOBILE OR USING THEIR SERVICES. I know that I have been cheated out of what was still on my original account. Many of the hospitals and physicians that we have been dealing with for my son's cancer are still trying to use our old account cell phone number which has cause the inconvenience and expense of making phone calls to these hospitals and doctors via a land line.

Jay of Prince George, BC January 13, 2009

Jay of Prince George BC (01/13/09)
my pre paid cell phone on a monthly plan just eats my min's ive never been credited with my 200 min's free for the monthly plan ..i am supposed to be on a 20 cents a min there after but if i even look at my phone it charges my ...i dont want to know what would happen if i used it ...8 months on this 200 min a month free i havent recived any of them .....tech support is looking into it its now 6 months last time they had to add 80 in credits back onto my account because i was billed wrong now its happening again

i talked to customer support they added a 25 card thanks ....that lasted 7 mins yes a local call....i just want my money back

Rhonda of Las Vegas, NV January 12, 2009

Rhonda of Las Vegas NV (01/12/09)
This is NOT the first time, it happens at least every other month! This time I topped up with 10.00 to keep my phone working til payday. This was 01/2/09 around 6:30pm Sometime in the middle of the night 4.95 of my funds disappeared. After trying to call them about it..I was told that I purchased a Game that night..That is a bald faced lie (as always) The guy even confirmed that I was not billed .15 cent charge for accessing virgin mobile on my phone, so there is no way I could have bought a game when I was not online.

They also billed me .15 cents for EVERYTIME I went to MYACCOUNT on my phone, when you are supposed to check 3xs per day for FREE! They took ALL but .04 cents of my 10.00 and I only used 6 texts at .10 ea. and 6 mins of time at .20 a minute (whether anyone answers the phone or not)They refused to refund these unauthorized billings and only offer 20 free bonus minutes. THE CATCH...I have to TOPUP before I can get them. So I still have a phone that does not work again! This company is a RIPOFF. We should be suing them!

My employer cannot reached me to call me in to work (I'm on call) Because they took all my money I put on and I have no home phone! I could lse my job due to this! I cannot borrow money til payday to put on the phone...knowing that they may take what I put on within a few days, even when I do not use the phone! This is at least the 5th or 6th time they have taken 4.00 or MORE off my account without my spending it! Someone HAS to stop them!

Patty of Unionbeach, NJ January 9, 2009

Patty of Unionbeach NJ (01/09/09)
virgin mobile is threating to shut my phone off because they are saying i didnt send my phone back and i did i want someone to resolve it

Charles of Moab, UT January 6, 2009

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