Complain about a product or service

Virgin Mobile

Robert of Bayshore, NY April 30, 2009

I keep getting phone calls on my pre-paid virgin mobile phone by callers with phones that are untraceable...when i try to return the call, a recording says that number is NOT in service? Could the calls be computor generated to call pre-paid phones? When you answer with a pre-paid phone, your charged for a call, and this happens sometimes 10-20 times a day! 593-841-2322(5) Maybe Virgin Mobile is generating funds in a criminal & creative way?

Gary of Albuquerque, NM April 26, 2009

I purchased a new Virgin Mobile phone and requested that my existing wireless phone number be ported over from Boost Mobile to Virgin Mobile. The worthless Virgin Mobile phone rep said the port would probably take just a few minutes, but could take 3 to 5 days. It has been 3 days now and my number still has NOT been ported.

The FCC says "For a wireless-to-wireless transfer, your phone number should work within a few hours of your request to change wireless providers."

Virgin Mobile is not in compliance with the FCC on porting. I have filed a formal compliant with the FCC regarding this non-compliance.

Beware if you plan to port a phone number over to Virgin Mobile. It could take a very long time or never even happen at all.

Victoria of Sun City West, AZ April 24, 2009

I have been VM customer for over 3 years and recently I did a trade in on a phone. (Had several bad phones) I had just gotten a new phone but it had major problems so they stated they would sent me another NEW phone a Cyclops but then send me a refurbished phone with NO attachments no chargers, no instructions etc. I sent back the not working phone and after 45 days they shut all my services off stating they never rec'd the old /new phone. I was NOT notified nor was I called or appropriately e-mailed. I had even spoken to them about the facts of NO chargers so they had all the opportunity in the world to state the phone had not been returned or at least they cannot find it. I went to use my phone 4 days ago and all calls were directed to VM call centers. I spent hours and hours trying to get the mess straight and they refused to turn my phone on I then went through two managers in Virginia named Michael and then Sean. I was told my 3 managers if I paid 15.00 for one half of the phones cost I would have my service tyrned back on and please remember this is after three days and 12 phones calls and around and around with VM and I was also disrespected by a few lower CS people. I finally decided to pay the 15.00 and I gave Sean the manager in Virginia my CC # and he related my phone should be on in about 48 hours or so. The next day yesterday I called and ask how was it all going as I need the phone on and they tell me we do not take credit cards they now I must go a TOP UP card and I will tell you they only come as low as 20.00. This has been a nightmare because Virgin Mobile does not know what they are doing and the right hand certainly doesn't know what is doing! I am disabled a senior live in the desert and travel in my car now with no cell phone. I am so frustrated and tired of fighting, atuging being lied to and to receive such scumy services that I am through. I am going to another company as even if I pay with a Top UP card they cannot tell me when the phone will be turned on. It is a scam and it is frightening. I went through major problems with VM last summer sending stuff to wrong address and telling me they sent to me. You never can get the same person to help you and every one has different rules etc. The distribution center people are a bunch of idiots and mean to the max. I am very angry had this issue has caused some health issues.

Lauren of Sevierville, TN April 22, 2009

Lauren of Sevierville TN (04/22/09)
I wish i would have read this before purchasing these prepaid phones for my 3 children! I spent 3 hours 20 minutes on the phone last night I was also hung up on repeatedly, then was told to call back during working hours. I called back this morning and another 2 hours 47 minutes and i was hung up on again. My sons phone was deactivated and his minutes and texting were given to some guy named Howard P from florida (according to the customer service rep) They accused us of giving the information away, then they said we must have had a hacker on our computer who some how hacked our computer but changed my sons info with the serial number that is located only on the back of the phone which I had in my hand.

I still have not gotten the service restored although I was able to answer the so called security questions, tell them exactly where the phones were purchased, my credit card number and had receipts for each top up. They basically told me there was nothing I could do and that the phones were now no good because Howard P of Florida is listed on the account. I also asked it they could call me back if we get diconnected again and they told me the company has a STRICT policy against making any outbound calls so I would have to call back which of course means telling this story all over again.

I am out 4 phones and hundreds of dollars.  PLEASE REPORT YOUR PROBLEMS TO THE BETTER BUSINESS BUREAU AND FCC.  I contacted the company via email, their PR department and through customer service. No one gave me any answers and basically blamed us for their mistake and accused us of fraud when I demanded our money back!

We are out the cost of phones and top up purchases.

Linda of Ijamsville, MD April 20, 2009

Linda of Ijamsville MD (04/20/09)
This morning I purchased a pay as you go package from VM at a cost of 50 / for 1,000 minutes @ .05 cents a minute. It was paid by a debit card so within minutes the transaction was complete. I was working from home and needed these minutes to make my outgoing calls for the day. After 250 minutes my phone was cut off. I logged on to the website to see the account activity to see what was happening and realized I was being charged .20 cents a minute. I immediately called the 800 # to get the situation resolved.

The 1st person I spoke with said no problem we will credit back 945 minutes as I had a roll over balance as well and this was the difference at .05 cents a minute. they said it would take about ten minutes to process I asked for a name and they refused saying company policy is that they cannot provide thier names, I asked for an ID # and she said she did'nt have one.

After 45 minutes past and there were no credits on the phone I called back to see what the status was. I asked to speak with a manager right away this time and was told; no, a woman said - I see that the credit has not processed yet-she would take care of it for then and it would be for 700 minutes! I asked how it went from 945 to 775? She tried to tell me some story that I did not specify that I wanted 1,000 minutes - I said your brochure says pay as you go 1,000 mins for 50.00 / .05 cents a minute, that is what I purchased.

The website even said before the purchase buy more minutes pay less per minute That is what I did. I demanded to speak with a supervisor, and she told me to hold and hung up on me. I called back a third time and demanded right away to speak with a manager, and a man identifying himself as Hector refusing to give his last name said I can't do that or I will be fired, let me help you.

So I explained the situation and he said hold on I will talk to my manager, he comes back and says we can only credit 700 minutes!!. I said this is not a negotiation - I purchased and paid for 1,000 mins and that is what I want! I then tried to get further information to contact someone else. The following are the questions I asked and Hector's Response's 1) What is your last name? - I can't give that to you.

2) What is you ID# - I don't have one. 3) What location are you working in? - Chicago , IL. 4) I said that is a false statement because I am looking at the web right now and there is no such location, I said are you at the New Jersey Headquarters? - Okay, okay I am in Central America. 5) Where specifically in Central America? - Nicaraugua. 6) What is the phone number to your headquarters for complaints? - I can't give that to you. I am writing this complaint @ 5:31 PM and the first call was made at 1:03 PM requesting my credit. No Credit as of now.

Syvil of Carrollton, TX April 16, 2009

Syvil of Carrollton TX (04/16/09)
I signed up for a 1,300 minute/34.99 monthly plan with Virgin Mobile about 4 or 5 months ago. Every month I pay my bill on the same day, the 7th. This month was no exception. I called their customer service number and was told no live representatives were available, but I could pay using the automated line. I authorized a payment for 35.00 to cover my monthly bill, but instead of crediting the money to my monthly plan, they did something called top-up and applied my payment to the standard service that charges .20/minute for calls.

As of 4-14-09, my cell phone was cut off. I called the customer service department again, and after 5 minutes of automated prompts, I got to a live rep named Mary. Mary transferred me to a floor supervisor named Cathy. Cathy understood the issue and said if I gave them another 20.00, they would fix the problem. I refused and was transferred to yet another supervisor named Cary (a male). Cary listened to my problem, put me on hold again, then came back and told me all the managers were in a meeting so I'd have to wait. Again, I refused. So 30 minutes into my phone call, Cary agreed to credit my debit card the amount I paid on 4-7-09, so I could pay the monthly service charge and have my service restored. This action, per Cary, normally takes 24 hours, but he would be able to get it done within 3 or 4 hours.

I call back 25 hours later, because I have no refund posted. After going through another 5 minutes worth of automated prompts, I get a rep named Elmer. Elmer says Cary will not be in until 2pm PST. I ask to leave a message for Cary and am told thats not possible. Elmer wants to help me. I tell him the same story and he says the notes on my account say I had a problem with my text messaging service. I have NEVER had text messaging service on this phone. Elmer puts me on hold so he can contact the Finance Department. Ten minutes later, Elmer comes back and offers me the same 20.00 deal Cathy offered yesterday. Again I refused.

Elmer puts me on hold again and 5 minutes later, I get a supervisor named Melanie. I explain the issue for the 5th time to Melanie. She says she understands and again offers me the same 20.00. Again, I refused and told her that I was to I have the full payment refunded per Cary. She starts to argue with me and tells me its my fault because I did not realize the payment wasn't applied properly.

Now over 30 minutes into my 2nd phone call in two days, I let Melanie know that I want the refund I was promised or I would no longer be a customer. Her answer; hold on for another manager because she is not authorized to offer me more than 20.00. I am now running late for work and can't continue with this run around for the next hour. I tell Melanie no, fix it or lose a customer. She refused to fix the problem. Virgin Mobile is horrible. Their automated system is not sophisticated enough to process payments correctly, and their customer service reps are not allowed to make common sense decisions, even when it is in the best interest of their company and customers. Sir Richard should be ashamed.

I have not had access to my mobile service for 2 days now. My business is being affected.

Star of Burlinton, KY April 15, 2009

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