I purchased a rumor virgin mobile pre-paid cell phone. I could not get reception in my area. I sent the phone back and purchased insured mail. Virgin Mobile says they have never received the phone. I called the post office and they verified that the phone was picked up by Virgin Mobile. The post office provided me a label number and a firm number. The post office says that a firm number verifies that Virgin Mobile absolutely picked up my return. Now, I am out of the money and the phone! Does anybody know what steps I can take to get my refund. I have my insured reciept from the post office. What kind of company tries to pull this kind of stuff? I was also treated very poorly when I activated the phone by their "customer service".

the said company sold me an LG265 model cellphone IMEI 358074033340525 on 24 months contract at an exorbitant R170 per month. The device subsequently became defective and they advised me to send it in for repairs and that in the meantime they would loan me another cellphone while attending to the repairs. I gave the phone to their Brooklyn, Pretoria branch in or about April 2011. At the branch they said whoever had advised me that I would get a loan cellphone had misled me and further that the device that had been sold to me was way cheaper for what I was paying!!Further, despite that I am not enjoying use of the device to date as it has not been delivered to me they continue debiting my account. this is totally unfair and against the Consumer Protection Act and is daylight robbery and amount to unfair practice. I am contemplating giving a notice of cancellation and filing a complaint with the National Consumer Commission. PLEASE HELP as I have had enough false promises. My last telephone attendance reference to them was 45033833.

5/13 - I bought a phone from Virgin Mobile

5/16 - I received an email from VM stating that my phone was shipped overnight (Fed-Ex)

5/19 - I called customer service (888-322-1122) because phone had not arrived. I was assured that the phone was "in transit" and I would have it by 5/20 or 5/21.

5/22 - I called customer service again because still no phone. I had to start all over because, when you call there, no one has a clue & it's like the 1st time you are calling:. I was told the issue would be "escalated"/. When I asked to speak with a manager, I was refused;.

5/26 - Still no phone - emails ignored'. I called customer service again - once again, my request to speak to a manager was refused;. I asked that my money be refunded, but was told my phone had shipped, so I could not get a refund:.

5/27 - I called customer service once again looking for a tracking # - transferred to tech support, then finally (after waiting on hold for 20 minutes) transferred to a manager, . He said that the case had not been escalated, but he would do that now, apologized, and assured me that he would get a phone shipped to me and contact me with the tracking #

6/4 - no communication - no phone - called customer service - after waiting on hold for another 20 min, spoke with manager who assured me that my phone would definitely ship 6/6 and I would be contacted with a tracking #

6/7 - no communication - no phone - called customer service - spent 1 1/2 hours (until 10:30pm) on the phone trying to get someone... anyone.. to put a phone in a box and send it to me. Once again, I was promised that a phone would be shipped and an order # & tracking # would be emailed to me that night.

6/8 - no communication - no phone - called customer service - was told I need to be "patient" while they follow their procedures

6/9 - received an email saying no phones were available to ship and they would credit my account (not my Pay Pal account, where they took the money out of)... my Virgin account. Then they had the audacity to charge me a monthly fee when I hadn't been able to make any calls because I HAVE NO PHONE!!!

I have lived in fear for four weeks because if I had an emergency I would have no way to call for help. I have spent countless frustrating hours on the phone (my office phone at work) getting stressed out arguing over this issue.

They kept my money and never sent my phone. They lied to me over & over again. This is the worst company I have ever dealt with!

THIS complaint dated 14 June 2011 is in direct response to virgin mobiles incompetent customer service being outsourced into another third world country and the saga that has taken place thus far.

My name is Jason Harris, at the end of May 2011 I decided to switch my prepaid service from straightalk (wal mart) to virgin mobile inc. In doing so I sold my straight talk phone through eBay and needed to port my phone number. After battling with “Alex” the virtual advisor at 1-888-322-1122 for a few minutes I got to a “live advisor” somewhere in India. I was told by the porting department to buy a simple cheap prepaid phone and use the serial number from that phone to have my number ported to the virgin mobile network. I was then told when my new Smartphone arrived I could “instantly” transfer my number to the new phone.

On 9 June 2011 my new Smartphone arrived, and I promptly called customer service. The representative could not activate my phone because “I was on a paylo plan, and they needed to switch the plan” but for some reason they were getting an error message. After listening to this incompetence and lack of any knowledge on how to handle a customer properly for 2 hours and being put on hold MULTIPLE times at long durations I gave it a rest for the day.

The following day I called back three times and after a lot of complaining managed to get my case escalated to “level 3 priority” support, and was assured a call back within 24 hours.

That time came and went and I was not contacted, when I called back to complain I was given 200 bonus minutes and up to 49.85 credit on a account that I never gave a dime of my money to (even though your company has charged my credit card numerous times in activation attempts you always charged it back and refunded my money according to my records) and was told that until my issue could be fixed that I would be able to use the LG 101 PAYLO phone while waiting. This was also an outright lie as this phone has never been able to make a phone call

I was irate and called back again the next day to be told by several supervisors that I would be hearing from someone by Tuesday 14 June 2011, and that my issue would be resolved by that time. Today is 14 June 2011 and when I called the rep still had no solution for me, and I was transferred to a supervisor, who attempted several times to activate my lg 101 to pacify me and promised a resolution was coming soon with my Smartphone but “could not provide an exact time and date as to when that would happen”

I realize I am only one person in many of your customers but why did you outsource such customer service to purely incompetent third world people, why is it something so “instant” has taken so many days to resolve. Any other cell provider would have either fixed the issue or made good on credits, and speaking of those I have no use for your bonus minutes but since your reps all insisted I was on the 20 cents a minute plan even though I never signed up for a plan at all, I have found that with this aggravation virgin mobile will eventually fix my issue and when they do I feel you will owe me the monetary amount that those minutes accrue to, and for those of you that can’t do simple math it breaks down to .20 X 200 = 40.00 + 40.00 = 80.00 credited to my account when and IF you activate my phone.

Also telling your customers that “customers are not allowed to have the number” to the technical support that is allegedly working on their phone is not proper service at all, you people wouldn’t have a company if it was not for the customers that pay their prepaid contracts and deal with the hassles you give them, I have also filed a better business bureau complaint against your company and have left a message at your corporate office.

I EXPECT A RESOLUTION WITH THIS ISSUE OR TO HEAR FROM SOMEONE ENGLISH SPEAKING AT 207-784-4710 ASAP, this is intolerable and there is no excuse for the stupidity involved in this companies incompetence and lack of respect for the customer.

I am also posting this to several places on the world wide web with tags that are sure to attract Google spiders, people need to know what they are getting into before they buy a phone that is worthless for them to use and make a monetary investment they can’t possibly make good on!

Jason Harris

I was paying my monthly bill through automatic withdrawl. There has not been any problem until the month of april. The money was in the bank, which I do all my banking on line, I checked like I usually do when I am expecting an automatic withdrawl for a bill on the payment date. There was no transaction. One day later still no transaction and my cell phone no longer worked. I called several times and each 'live advisor' tried to put payment through. Every time there was no luck. With no explanation why I was told by the 'live advisors' it was my banks fault and I need to contact them. After contacting my bank they had not received any transaction from Virgin Mobile. I contacted Virgin Mobile 'live advisor' again, and was told to purchase top up card for amount, I complied. After entering card pin number, still no service. Called again talked to 'live advisor', now they tell me to fax copies of bank card, drivers license and bank statements to their financial dept. I complied once again. I was told 24-72 hours it would take to get phone re-instated...ReInstated? Still after 5 days no phone and no explanation from the 'live advisors' except 'let me put you on hold and find out what's going on' only to get hung up on or to be told they can't get a hold of their financial dept. to find out anything, I need to fax info again and wait another 24-72 hours. Or What??