Complain about a product or service

Virgin Mobile

Matthew of Bellingham WA (11/15/08)
Well I am on a phone plan that the monthly rate is 34.99! The top-up card costs 50.00 with tax! I entered the top-upcard with the balance of 50.00! So after I activated the plan my balance was around 11.00's. My complaint is that someone took money off the account because my balance is 0.59! I did not use any of the features that would cost any money! Where is my money?

Another compaint is that in the month of September 2008. I bought a top-up card and they would not activate it until mid september! The customer servise was rude and unconcerened with my matter! That phone which I paid good money for was not working for two weeks! That is my only form of communication I had at that time! I missed doctors appointments that were necessary to attend, for my condition! Now they are taking money from me! I am feeling ripped off!

I was not able to attend doctors apointments! And attend to legal matters that ended me up in JAIL! Because my phone was not working in the first two weeks in September 2008!

Kerri of Pittsburgh, PA November 6, 2008

Kerri of Pittsburgh PA (11/06/08)
I purchased Top-Up minutes in the amount of 30 for my phone before the end of my time limit. I purchased them on Aug. 25, 2008. When I checked my bank statement charges went through on Aug. 28, 2008 and still had no minutes on my phone. When I called customer service they told me that no such purchase was made. They then proceeded to tell me that that I needed to contact my bank. And when I said the bank has nothing to do with it because I made the purchase, and the purchase on their end went through as suppose to but they didn't fulfill that purchase. They then said they would file an investigation. They told me to call every few hours to see what the status was. v When I called middle of Sept., they told me that the process had been restarted. At this point I had been without a phone for 3 weeks because since they said I didn't purchase the top up minutes required to keep active service it was shut off. When I inquired why process was restarted they couldn't answer me. I called again yesterday 11-5-08 and they said investigation would take up to 72 hours. When I stated that it has been since the end of August they said they would have to look into it. It is the same run around each time I call and no one is doing anything about it.v I need that money as I live paycheck to paycheck and with this economy I'm not giving a company my money for no reason. I am now doing research now on what to do next because after reading the complaints on consumer affairs and people going through the same thing I think someone needs to teach Virgin Mobile a lesson. I have the phone for emergencies as I travel with 2 young daughter often and in case of emergency I need this phone. That fortunately hasn't occurred up to this point and hopefully never will but if it does and I don't have a phone to call for help they better be ready for the biggest lawsuit I can file.

There has been no consequenses yet except for me not getting either my money back or my minutes that I purchased.

Jeremy of Bedford, VA November 6, 2008

Jeremy of Bedford VA (11/06/08)
I had my wife tranfer my old number which is still active to my new phone, when that was all done we both tried to go on line to see my account and we couldn't, so she called there 1-888 number and put the top up card on my phone via that way. So we left wal-mart in bedford and she told me that I would have to wait 4 hours, we went to bed.

I woke up and checked my phone to see if it was working, still nothing. So I woke her up and told her that it STILL wasnt working, she called Virgin Mobile and after 1 hour they had told her that an investagtion would be opened up and it would take 24 to 72 hours, which would be a friday. cause she had been on the phone with that company since wed. night. I paid 42 bucks just to have a useless piece of crap not work. and when they said that they would have a open investagtion they didnt ask for the phone number or V-key (pin).

all they told her was the first two times she called that she would have to wait 4 hours and we did, we waited 5 hours and still nothing, then she called 2 or 3 more time just get told that an open investagtion would be open on the matter and that it would take 24 to 72 hours.

Robert of Woodbine, NJ October 29, 2008

Robert of Woodbine NJ (10/29/08)
my son 17 had just topped up his phone with 20.00 and within minutes his phone was being charged text meesaging fees to the same number every three minutes sometimes 2 messages at the same time. He never made any of them 20.00 gone in a matter of minutes

contacted them quick. they responded they couldnt do anything about it. were very nasty about it

Michael of Glen Ellyn, IL October 27, 2008

Michael of Glen Ellyn IL (10/27/08)
On September 22, 2008 duplicate charges were incurred for the payment of one monthly cellular fee. After attempting to resolve this issue with Virgin, I was instructed that a charge back authorization would be necessary from my bank, and that the issue would be placed under investigation. Paypal, nor my bank could understand why I would have to involve myself in such a process, which resulted in my first complaint to Paypal on September 24th. Services, to my surprise, were then disconnected without warning for one week. In that period of time, I was never contacted by Virgin as to the status of my concern, but only by text message stating I could use my phone again. No details were contained within the text stating the outcome of the duplicate charges.

Since then, I've had extensive contact with Virgin, and each time I've tried to resolve this issue there have been considerable inconsistencies in how the charges would be credited back to my account. The only consistent message I received was to call back weekly if the issue didn't resolve itself, call my bank, and finally that the issue could possibly take 30 days to resolve itself depending upon my bank. Thirty days have now passed, and a new billing cycle has now begun. No refund, or credit has been applied to my Virgin account, or checking account. Beyond this , I've filed a formal complaint with the Better Business Bureau, as this is nothing short of fraudulent behavior.

I used additional funding to keep the phone turned on for business calls that would have normally been covered under Virgin Mobile's discounted monthly fee. It's a forgone conclusion that Virgin Mobile could expect users to become dependent upon their cellular phones for various reasons, that they can easily exploit circumstances such as mine and force customers to pay premium prices while creating just enough chaos to discourage the average consumer.

Michael of Glen Ellyn, IL October 27, 2008

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