Complain about a product or service

Virgin Mobile

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.

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.

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

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.

Mary of Lincoln, NE May 31, 2009

In March of '08 we changed our daughter's cell phone plan to give her 100 minutes of calling and a separate texting plan of 200 texts for 5 each month. The calling plan is separate from the text plan, and the calling plan gets charged to my credit card each month with no problems. The problem we have is that for the texting plan, she is required to have a cash balance, and anytime the balance fell below 5, an automoatic "top up" of 10 (plus tax) was to be charged to my credit card. This should have occured (on average) every 2 months, since it was a 5 p34 month plan. When the 200 texts are gone, she is done for the month.

Over the last twelve months, we have been charged ten "top ups", occurring anywhere from 4 to 8 weeks. It has only really become obvious since the beginning of this year when it started showing up on my credit card almost every month. In February I got charged on Feb 1 and again on Feb 27. When I called today with all of my credit card statements in front of me and tried to get clarification about this plan and how it works, I got the run around. When I explained how often I was getting charged, how much we have spent over the last 12 months, and how much the plan should be costing us, the gentleman (who was very pleasant) asked to put me on hold while he "looked into it for me."

As you can guess, I was hung up on, and I tried for 30 minutes after that to get through to another live person with no success. The best I could get was an automated voice asking for her phone number and pin number. The system then said it would connect me to a live operator and then I would receive a busy signal.

We have cancelled the "top up" option on her account as of today. We will use up her cash balance on texting for the next two months and cancel the phone. Our younger daughter will be getting a phone soon; we will add them both to my plan. Shame on me for not realizing sooner what was going on..... Beware of Virgin Mobile. I would not recommend them to anyone.

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!!

D of Boca Raton, FL May 4, 2009

Virgin Mobile's website misleads you into thinking that you are buying a minute pack with a lower rate and then bills you a higher rate. I got credit once, but the next time it happened, they boldly said, I should have known better. Their staff is not well trained and everyone you talk will tell you something different. I have perfect credit and have gone elsewhere.

Carey of Lethbridge, AB May 1, 2009

They switched me to 25 dollars a month from my pay as you go plan. Can't get any replies to email, tired of waiting for phone to be answered.

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