Complain about a product or service

Virgin Mobile

Trellis of Decatur GA (10/06/08)
I got a Virgin Moblie phone for christmas of 05 but i didnt get it activated until 06 so i used the phone for less than a year when it stopped working.A year later i switched to verision wireless.My mom accidently bought the wrong prepaid card so we didnt want it to go to waste so i reactivated my virgin monile phone. I must have called them about 15 time and I have complained to them about my phone not working at all. I cant text, call, or recieve calls at all. Why dont they just give me another phone or fix the problem?

Christina of Plattsburgh, NY October 6, 2008

Christina of Plattsburgh NY (10/06/08)
I had active cell phone service until about 4PM Saturday October 4. I tried to call my ride to go to work and my cell phone was shut off. I had to walk to use a pay phone to call out of work and sit on the phone for nearly 3 hours with more than one customer service representative to try and accomplish something that could not be done. My Virgin Mobile account was suspended due to something with PayPal. Virgin Mobile told me that PayPal had shut my account down, which made no sense since my phone company isn't PayPal.

I contacted PayPal as I was told to by a VM representative and the man I spoke with at PayPal had no idea why my account was closed and didn't know exactly what he was supposed to do with VM to help me get my phone on.

Over the past 24 hours I have spoken with 7 VM reps and 2 PayPal reps. The last VM rep I spoke with told me to forward the emails from PayPal to a VM email and my service would be re-activated by tonight. I still have yet to have the service turned on and was just told by yet another rep (english speaking this time) that the person I had spoke with earlier made a mistake in telling me my service would be turned on tonight, that it won't be until a weekday when the financial department opens.

So really, how is it possible to shut a person's phone off on a weekend without any kind of notification and come to find out it can't be re-activated on a weekend? Please, don't put yourself through the stress of using Virgin Mobile.

I missed out on 2 days of work and about 150 on my paycheck due to the suspension of cell phone service. I refuse to leave my house and work with no cell phone due to the fact I have 2 small children in the home and the babysitter could not contact me while I am gone.

Joselynn of Poughkeepsie, NY September 30, 2008

Joselynn of Poughkeepsie NY (09/30/08)
I put my phone back on on Augest 29th 2008. When I we4nt into Radio Shack I paid 49.99 for 400 anytime minutes and 10.00 extra for unlimited text message. About a week later my text stopped working, so I called 611 on my virgin mobile phone. The first time I called the supervisor told me it was a mix up in the computer and the matter would be fixed within 24 to 72 hours, I was upset because i though that was too long but little did I know that was nothin compared to what i was about to deal with.

I let a week pass and still no txt so i called again same thing on hold forever then when I spoke to someone I had to be put on hold for another 25 min, I was on the phone with them for over an hour, most the time I was on hold. Another supervisor gave me credit of 5!! What will that do I said?? So sge reassured me it will be fixed right away, what happened? Another week and nothing.

So the next time I called same thing but the supervisor hung up on me. I must of called them for 3 weeks straight. So now it's Sep 30th, tomorrow I will have to top up and I was told that because of last month I will get my text for free, so i decided to call today just to make sure so when I go to put min oon my phone i don't get the run around and sure enough I did. Shaun a supervisor said the are still inverstgating the issue. I asked her to tell them there is no need anymore my new plan starts tomorrow so just give me my texts. She said that once the start they have to resolve the issue and that means no text for me until they are done, So i sia dyou mean to tell me I waited loger then what I was told to get the issue fixed and now it's a new month and I still can't get them, she said yes. I have never had such a bad experience with a cell phone company. But I will not stop here, I will get what i paid for nothing less, but all this stress is sometimes not worth it, oh and on top of that Shaun hung up on me while I was expressing my feelings towards Virgin Mobile.

I am pregnant and I have so much stress dealing with Virgin Mobile, and getting hung up on is going to make anyone mad. I use text more because I don't like the thought of having a phone to my ear all the time, I know the myth's about brain cancer with the cell phone and I am the type to be careful so I got unlimited text but have not been able to use them.

Inessa of Westwood, NJ September 28, 2008

Inessa of Westwood NJ (09/28/08)
Very unprofessional and rude experience at this store while trying to return defected telephone and prepaid card. Customer service and manager on duty where not respectful and uncooperative-they argued very loudly and denied to take back both items which where purchased just 1 hour prior to return; they did not have return policy displayed for these items and mislead us from the start by giving wrong information-they claimed that by scanning prepaid card it was activated and they can't take not used prepaid card back, but we called Virgin and it showed that card can be resold because it still intact.

Store does not has manager and new one will start 09/29/2008 but i needed my today if I'm not happy with service or product; today was most horrible shopping experience and my weekend is ruined. For the last 8 month service at this store is getting worse and worse but today they personally attacked me and my family in front of many others consumers.

My economic damage consists of 60 for gas-trying to search for another provider to by new phone and High blood pressure and very strong headache for me, my husband and my son. Privacy of my business decision was violated and we where verbally abused and purposely misled.

Lenora of Douglasville, GA September 25, 2008

Lenora of Douglasville GA (09/25/08)
September 25, 2008 I purchased a phone for my daughter from Wal-Mart on 9-20-08. We attempted to activate the phone over the phone the same day but customer. Service stated there were some technical difficulties and try back in 24 hours. After 24 hours on September 21, 2008 they again stated to wait 24 more hours. We thought something was wrong with phone we purchased and purchased another one from Wal-Mart on Sept. 21st. We sat on a bench inside of Wal-Mart and attempted to activate this new phone but again they were unable to activate and said to wait 24 hours.

I told them I was not going to wait any longer and we decided to return the phone to Wal-Mart on September, 21. 08 and go with another carrier. I asked about charges to my bank account. I was told by the customer service person that since the activation did not go through that my account should not be charged. Meanwhile there was no account established nor was there any phone number given. They stated that they were unable to give a phone number until phone was activated.

The next day on September 21st I had 4 charges on bank account for 58.50. I called virgin mobile again at that time and she stated that they would submit to a special dept. that handles that and it would take 72 hours. They stated that there was not a direct number and that they would e-mail the department. She stated if they found that I was due a refund which she was sure I was due one, it would take 10 additional days after the 72 hours to issue a refund. She also stated that since it was still in pending sometimes it will hold the money and then when they figure out that it was not a valid transaction, it will drop off, possible on its own.

I called back again on the 24th of September anfter money was taken from my account and not in pending anymore and talked with the same customer service person Marie. I asked to speak to a supervisor and was put on hold at that time. A person came back to the phone and stated the same thing Marie had just told me. She also stated I needed to be patient. I asked for her name and she said her name was JZ. She also was unable to give me any reference number or anything for my dispute. She said to just check my account daily for a credit back to my account. After this conversation, I reported this matter to Bank of America fraud/dispute department to investigate.

Stephanie of Wichita, KS September 21, 2008

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