Virgin Mobile Complaints Continued... (Page 2)

I never had a problem with virgin mobile, until now. I attempted to purchase a phone on virgin mobiles website. Waited two days and the transaction on my bank account was at "pending"and I never got a confirmation number or tracking number. I call virgin mobile and they tell me the order is still being processed....so I wait longer. (Still without a phone 4 days later) I call back again, sit on hold for about an hour, and finally I am connected to a rep. They tell me they have no record of me even purchasing the phone but somehow it is on my bank statement. At this point, I am a bit annoyed but I figured it was only because of their "system update". I then call my bank and they cancel the transaction and refund my money.

I try to purchase the phone AGAIN and they tell me my account is locked and I have to wait 2-3 days to resolve the issue. I call back 2 days later and all they do is transfer me to 10 different reps. Mind you none of them were Americans and had no idea what I was talking about. This time, they tell me they'll call ME back so I wait a day and never get a call back. Next day, I try to order over the phone AGAIN and they say their system is frozen and my account is still locked for whatever reason.

At this point I just want a damn phone. Any phone! I go to radio shack to see if they can help me. FINALLY they unlock my phone so I am able to swap to my new phone. I go to pay for it and my card is declined. (There was more than enough money to buy the phone) Little did I know, virgin mobile had charged me AGAIN for the phone that apparently was never in their system or records from the beginning! I call virgin mobile and I get like 20 different stories from 20 different reps and each and every one of them was rude about my situation. DO NOT purchase a phone from virgin mobile unless it's off of eBay, amazon, or radio shack unless you want to go thru what I have. Virgin mobile is a nightmare and everyone needs to know how badly they treat their customers. Great phone company, terrible customer service! Hire some Americans maybe!

On my monthly plan I have a cretin amour of date that I get to use before it is reduced to a slower speed for the remainder of the month. Whenever this happens it never goes back to the fasted speed for the next month. It stays at the same slow speed. I have to call customer service and explain to three different people what is wrong. They always tell me to do the same stuff which never ends up working. They then try to tell me it's my fault because they don't know what's wrong. I have had to deal with this so many times over the last 3 months and have lost a good 5 hours of my life talking to your so called customer service people. I just want my fast data back and if I'm not going to get it I'm changing my service provider and the end of the month

Virgin mobile phone was purchased on March 4, 2013 as was your service. The representative stated my area is within clear reception are of Virgin mobile service. It was not. I called to confirm that I was shipping recently purchased phone back to their company and cancelling my service after being a customer for only one hour. Since that time, I have called numerous times, given the run around, transferred all over and then when I reached a supervisor, hung up on more than once. I've written more than 5 emails.

During one call, I discovered my case number was not found as it was closed out. An employee named Sayda who was the ONLY employee to help me, located all of my information and gave me a new case number stating I would be contracted in 3-5 days. She called to follow up. I explained I still received no communicae from Virgin mobile. I emailed one last time including pertinent information. That was a week ago and still, have received nothing.

I am unemployed and truly need my refund. I have complete documentation of dates, names, costs and times. I want resolve. This has cost me a terrible inconvenience. I would also like to be reimbursed fully for shipping, my phone, the service et. al. I will forward them to you upon request. It is September 5th and I have had no reply nor have I received any refund from your company.

My Virgin Simcard crashed in April of this year, and up to today, no Virgin consultant or technician has contacted me regarding this problem. After various phonecalls from my side I finally got a simswop done in August 2011, but when I received it, it was not activated. It took them until end of September to resolve this, but only after I finally stopped their debitorders from going off my bank account. Yes, all this time that I was not being able to use my Virgin simcard I was loyally paying my account, but no service! In the meantime I had to get a Vodacom simcard and pay extra pre-paid money to keep my business up and running.

Virgin has now been deducting different amounts at random from my bak account, and it costs me R55 per cancellation extra a month to get my money back. They have offered NO compensation for the 6 months of inconvenience and are happy to report that the problem is now solved as they have activated my sim. Over and above this they insist that I have been using my simcard as some kind of unauthorised subscription has been deducted from my account amounting to R4.99/ day. So according to them I have no complaint!!!

I do not have enough time or space to tell you all my complaints!! I so wish that I can get some joy from my dealings with Virgin! But maybe before the end of the world?! We are located near a major highway and have consistent outages od cell service during rush hour or traffic backups. The problem is costing me sometimes hundreds of dollars in service schedules and contracts. I have switched our trucks to a more reliable provider, but I am still missing daily business calls that go directly to live mail. Their service maps are also a fraud. Why not be Honest? Canceling the contracts has cost money, but I have found other providers very flexible and resourceful. The bottom line is over-sold.

I visited your shop in above city, this morning, explained the nature of the problem with my mobile phone (07722245087). The response i had from the staff was disgusting and very unhelpful. I asked someone to see if my mobile is repairable, or need to do something else with it. the respond i had your contract was finished over a year ago and there is nothing we can do about it in a very bad manner. Then i ask to see the manager they said he is very busy, did not even try to see weather he he was busy?. Then I ask to phone customer services, they said they can not use their phone between 12 to 1600?, they asked to go and use public pay phones if you want to get in touch with them.

I visited few mobile shop on my way to virgin at the same time they were very busy,when arrived at virgin shop there was nobody there??? i can understand why if this is the way you treat customers. I left your shop contact your customer services spoke to a lady called (Lulu) in loyalty department she was fantastic and very helpful. looking forward to hear from you. As a valuable customer i would like to hear how you tend to keep customers or drive them away. I am losing business as a result of badly manged staff of your shop and not been able to use my phone. many thanks

I am a new customer of Virgin. I bought the LG Optimus ($200.00) and plan-$40.00 month for 1200 minutes. Had to replace the phone 3 times in 2 weeks.(overheated phone, no internet) Customer service is not for customer complaints and problems. They told me to take the battery out, which didn’t help at all) Best Buy (where I got the phone and plan) was and is great at trying to help me. They even contacted Virgin for me. I called Virgin and could understand much of what the girl said (all calls are apparently answered in the Phillipines and of the 8 I called only 2 spoke English partly understandable. When I ask to speak to the United States, they hung up on me.

So much trouble and then promised 1200 bonus minutes for my trouble. Best Buy called them as I didn’t see the minutes on the online site. She was told they would give me 1200 bonus minutes (I paid for my 1200 monthly minutes) and the bonus would carry over. They started deducting from my bonus, not the 1200 I paid for, So, I really got nothing. When I called, I was told I was to use the 2400 minutes that month, no carry over. I went to Best and they called. The girl from Virgin said I got 500 bonus minutes and they take from the bonus first. I had already used 778 of my (bonus) so that was entirely wrong, they they hung up on us. Total 3 times in 2 months I got hung up on.

Tells me they are afraid of complaints and the net is full of them. Yet you can find on the internet that the CEO (not sure which) is worth 2.5 Million. Cheap Phillipino service workers and customer service. Unprofessional and only out to make a buck from idiots like me. I will drop the Virgin service and get Net 10. Virgin, get leadership that cares as there is no way you don’t know about the horrible service!

If there is an absurd, horrible, customer service, Virgin Mobile owns the worst disservices on records. In a month time of my new purchase of their LG rumor-touch phone, the Virgin Mobile Navigator stopped from working. The error on the screen says “Your subscription is no longer active. Please re-purchase the item.” Nobody at their customer services is able to assist with intelligent or logical suggestions or procedures. Virgin “advisors” (so called) are only able to reroute the call for assistance, to “higher levels” where,…ready for this? The new advisors, after asking for the re-explanation of the problem, just prepare a ticket and passes it on to another “escalated level” concluding with the line “somebody will take care of your problem within 72 hours.”

And this…is just to make the story short!

I purchased your Virgin Mobile mifi device with the intent of using it for school. Over the past month it appears that you have falsely advertised this device. For one, I was under the impression you could connect to the Internet with this device and that you had an unlimited data plan. After I bought it you revoked the Virgin Mobile unlimited data (my whole entire reason for buying this hunk of junk) and I have ever been able to successfully stay on the Internet. After timing it the longest the device will stay connected is three minutes. It literally took me over two hours to send ONE email causing a school assignment to be VERY late resulting in a lower grade.

I feel that your company should reimburse me the $210 I spent on your completely false advertised, ineffective product. When AT&T dropped their unlimited data plan that lost 1,000s of customers. If you do not make this right I will get on Facebook, twitter, and any other social network I can find and I will make it my sole unemployed mission to make sure that every person in America knows how ineffective your Virgin Mobile device is and how you took people’s unlimited data away after they spent their hard earned money with you.

I will also be posting your response to my emails in the public eye where thousands upon thousands of people will see how you take care of a first-time, unemployed, college student, with a four month old daughter that saved for months and months to buy this product only to be screwed. So, how are you guys going to handle this? Are you going to step to the front of the pack of all the shady corporations in America that will do anything for money, or will you stand out as a company that takes care of the customers it has wronged, especially the ones who are financially challenged and don’t have $20 to their name?

All I am asking is that you fix this situation. As I said, I don’t even have twenty bucks to my name right now and it took a huge chunk of change for me, being unemployed and having a four month old daughter, to buy your product. Seeing as how you’re a multimillion dollar corporation it should be incredibly easy for you to make this right and refund me. Please don’t adhere to the greedy standard of doing anything for money like most companies in America. Show the public how much better you are than the rest, step up and do what’s right!

I hope you understand my situation and will help, although, I have this sickening feeling that you may turn out like the rest of corporte America, shrugging your shoulders and saying who cares, while my family and I barely scrap by on pennies. It saddens me to know that companies can have millions of dollars and still be so greedy, even when they are taking advantage of a young, unemployed, college student, with a four month old daughter.

Please make this right Virgin Mobile.

Jordan Miller

P.S. It took me over an hour to send this email to you because your Virgin Mobile website doesn’t work either. I was hung up on FOUR times by Virgin Mobile customer service representatives trying to get an email for you AND was given a false email address the first time. This will be documented on the Internet for all to see.

I was never able to get an email address from them and still haven’t been able to send this to them after calling them 5 times.

I purchased three Virgin Mobile devices and accounts. I have had far too much trouble with all three accounts since the day they were purchased. I assumed that in time things would work themselves out, but this has not happened. The 5995 phone became unworkable, and I have received a replacement phone. I attempted to swap it earlier this evening, but was not allowed to do so. I received a message that there was a ‘problem, ’ and I should call Virgin Mobile customer service, which is closed until 4AM Monday. Your customer service reps, when I reach them, are often uninformed and unhelpful. I solve this problem by hanging up and calling back. If I say I’m having trouble with an accent, I often find myself listening to another language. Real good service!

As I am emigrating, I submitted my letters etc to the Virgin Mobile retentions department for cancellation of my contracts on 1st April 2010. Now almost 2 weeks later I phone retentions and get told that they cannot process anything because I am 60days in arrears on my account! I spoke to Billing who tells me that the Virgin Mobile finance department hasn’t closed my invoices and gave me a reference number. It is negatively affecting my empirica score and putting me in a bad light to future creditors and I HAVEN’T DONE ANYTHING WRONG. I have paid my bills on time every month and yet Virgin has still sent my account to a debt collector with no warning and now this!

Virgin Mobile have no interest in dealing with complaints. They do not provide an idiot proof or ease of access to an email address especially for complaints because they do not want to deal with them. Beware of their mobile deals. Even if you are a good long term virgin media customer they will do a credit check. First of all they will ask for your Virgin Media customer account number to verify who you are. Then they will do a credit check. If Virgin media has your address slightly wrong then you will fail a credit check.

If then you phone about a complaint you will be forwarded to sales and without you knowing it the process has started again and a credit check done. If you then complain again you will be forwarded to a foreign country where again they will credit check you. At this time you have not been told that your address is slightly wrong and now you will recieve an email from them saying do not try to get a mobile off them for at least a month. The reason they give is because you have been credit checked locked.

When you complain to them you will get all the sympathy you want but no action or admittance of stupidity of their service. When you insist after talking to OFFCOM about how to complain with virgin mobile and you wish to complain in written form they then will give you an email address. No it is not an email address designed for complaints it is just theteam@virginmobile.com. Virgin mobile do not have a dedicated system for complaints because in their delusional world of virgins all their customers are happy and living the life of a virgin lol.

Now a message to richard branson. Get your companies act together or someone is going to come along and compete in such a way of which makes you look like total market traders; and eat you alive. Oh what a thought all that bearded hair in ones teeth. Stop thinking of floating in a balloon around the world and come down to earth and pretend to be a mystery customer and see your failings. How on earth you got to where you are is totally beyond me. Just show’s this world is full of rich man based not on business ability but total chance or luck.

Why can’t you be like virgin media and treat customers decent.

I am an 8-year customer of Virgin Mobile with a prepaid no contract calling plan. I setup an automatic top-up payment option whenever balance falls below $5 or once every 90 days by using a credit card. In June 2010 I occasionally checked my account and found there was a $9.99 fraud charge with a code of “XTRAS”. I contacted customer service, they refunded me as air time and promised to block further charge by this code.

Now, in December 2010, I checked my account again and found there was the same charge on the same day in November and December. Since the account history only can track 60 days record, I don’t know how much money had been charged by this fraud charge. I have been treating Virgin Mobile as a bank, thought my money in its account should be safe. Now, I know my money in Virgin Mobile account is not safe, I request closing my account and refunding me the current balance. Unfortunately, Virgin Mobile declined to refund my full balance, I had to donate the rest of my balance to Virgin Mobile and close my account immediately.

I wonder how long Virgin Mobile can survive if it cannot protect its customers from frauds.