Complain about a product or service

Virgin Mobile

Geoffrey of Chatsworth CA (12/27/08)
I bought a new phone to upgrade the old one. I went online to initiate the phone swap service and it told me to use the handset to activate the phone. When I did the message on the phone said the system was in blackout and to try again later. So I did. It still didn't work. When I tried again the following day, it told me to call a live assistant. The conversation went very sour when they told me I had tried too many times to activate my phone online. I had only tried to activate the phone the one time. The old phone is inoperable as well as the new one. I now am paying a monthly fee for nothing! They told me they cannot help me and to call back in a few days and maybe someone else can help me.

David of Sterling, IL December 22, 2008

David of Sterling IL (12/22/08)
They deducted payment from my checking account twice, thus causing me to have 4 overdrafts on my account, totalling 140.00. I have a claim form filed twice. They were to investigate in 72 hours, and it has now been 7 days.

I put a 421.00 check in the bank and ended up with 210.00 in my account, thus unable to help my wife with Christmas for our family, plus pay a couple bills. I was told to come here to get a status of the investigation into the double taking of my payment.

Keith of Nepean, ON December 9, 2008

Keith of Nepean ON (12/09/08)
We have had a Virgin Mobile pay-as-you-go account for just over a year. Twice during that period VM have reduced our carry over to zero without reason or notification. The first time in May of this year, I spotted it and they returned the carry-over to the correct amount. The second time in July, I complained and was told the 100 or so carry over amount would be restored with 48 h. It was not, and during a trip away from home in which we made many long distance calls, VM proceeded to top up as if we had no balance. The total amounted to 75 (4 X 15).

I complained several times by email and by phone, asking for a refund of the 75 plus tax, to no avail. So much for a friendly responsive service that claims to be an award winner!! VM simply added the 75 amount to our carry over. In other words, they have stolen that amount from us.

We no longer trust VM and check regularly our carry over amount. We are hesitant to use the phone for long distance calls fearing that VM will pull the same stunt again. We plan to cancel our auto top with credit card and our VM service, then find a reliable trustworthy service.

Darryll of Winnipeg, MB December 2, 2008

Darryll of Winnipeg MB (12/02/08)
M510 was so [bad] that I couldn't even update phone. when I had problems had to go without a phone for weeks. Keep the phone virgin I'll go with someone else.

Deborah of Birmingham, AL November 29, 2008

Deborah of Birmingham AL (11/29/08)
I bought a Vrgin Mobile phone and tried to get it activaed for use. I was told by customer service that it is activated, but I have not be able to make or receive any calls. I just want to speak with a real person. I was told that virgin mobile has a network in mine area, but it keep saying I'm not autherized to complete a call. I would appreciated some help. Thank you.

I'm just frustrated because I really need a phone.

Marilyn of Cape Coral, FL November 23, 2008

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