Virgin Mobile

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Category: Services

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South Africa

Virgin Mobile Reviews

KellJack April 5, 2010
Billing/Service
On March 31 I logged into my Virgin mobile account set up for my daughter to pay her bill. The amount due stated $54.95; I paid $55.00. Later on April 1 my daughter asked me what was going on with her phone I told her I did pay the bill and it shouldn't' be anything going on with her account. When I picked her up from school on April 2, she told me that she received a text message saying her account balance was only 39.00 and that her calls are .20 cents per minute.

I called customer service and the young man explained to me that her bill was 59.95 with the texting. I explained that on the page it said total amount due 54.95 so I paid that. He offered to restore 55.00 to her phone account and give me a $5 message pack for the month since I was a valued customer. I was on hold during this process for a while. Satisfied we concluded the call.


April 3, 2010 I was doing some online banking and I discovered that my account was drafted not only for the 55.00 but an additional $60.01. I immediately called customer care and the rep explained that $55 was refunded to my bank account and then a payment of $60.00 was drafted. I told him that the representative DID NOT SAY ANYTHING about drafting my account again. The only thing the rep could say was "I am sorry for the inconvenience" every time I asked a question. I explained to him that it would not have been an issue if I was told my account was going to be drafted again but I wasn't. The only thing he said was "I am sorry for the inconvenience". I asked to speak to a supervisor to find out what can be done about this incident and all he said was this is Anthony, I am sorry about the inconvenience, he reiterated everything I already knew about the account and that it takes 24-72 business hours for the $55 to be refunded. I told him that every month it seems like it’s something with her phone and that I am seriously considering moving to another carrier. Do you know what he said? "I am sorry for the inconvenience Mam" and hung up.
I have worked in customer care before and I understand that there is a script that reps are to follow, but I felt like I was talking to a robot. The representatives appeared not to have mastery of the English language s the only thing they could say is the phrase they knew "I am sorry for the inconvenience". This money that was drafted was part of my grocery budget for the week. If the first rep on April 2 had told me he was going to draft the account again and refund the first payment, I would have expected that.

Like I said before, every month there is a new issue. One month she went without service for 36hours. We talked with customer care that told us to wait four hours. After that still nothing so we were asked to wait another four hours and so on. This continued until we went to our local Radio Shack and the manager there fixed the issue. I know that issues do occur from time to time but this is too frequent.
Diana C. March 24, 2010
Credit Card used w/o permission!
I have never signed up with Virgin Mobile, nor do I know anyone with this service and yet my credit card has been charged 2 times and I have yet to see my money put back on my credit card. I have talked to representatives 2 times. I was told the first time (2/23) that they have opened an investigation and I should hear something from someone in 72 hrs. That never happened. When I called back on 3/1 and spoke with another rep. she informed me that there was nothing that could be done since an investigation has already been opened. She also said that she put in a request for tech support to call me and that has never happened and it is now 3/24! My credit card was charged TWICE in the amount of $74.90 and I am not going to allow someone to get a "free ride" off of me! I would appreciate a call back, my money put back into my account before this goes any further. I do have names, dates, departments and conversations filed for my record!
anon_ah March 17, 2010
no service/ scam plans
signed up for post paid plan ended up paying over double for calls to what plan stated. Virgin refuse to change plan to what i signed up for. i wa told quote 'you get a free phone, so what' by company represntative, a phone which is paid for through the plan thank you.
Sherri Petersen March 16, 2010
Charged for Cancelled Service
My daughter had a Virgin Mobile Pay as You Go Phone and had unlimited service- txt & minutes for $66.40 per month. On Feb 8, 2010 we took the phone back to Best Buy-under the extended warranty- because she had alot of problems w. it. We were told by Best Buy employee that the phone would be cancelled w/i hours and that we need not do anything ourselves. Just to be safe the next day -Feb. 10- I tried logging onto Virgin Mobiles online account to make sure the account was indeed cancelled. It stated the account was inactive. Mind you this is the account where she always paid her bill and we had used it for 1 yr prior to this w/o any problems. So I receive my credit card bill in March only to find that Virgin Mobile charged $66.40 on Feb. 13, 2010 for the monthly service fee. I called them 2 x's and both times they stated they would call back. The third time I called they told me that although the service was not used and was cancelled that they couldn't refund the $66.40 because there wasn't an active account number to credit it too or from. I couldn't beleive it. Yet they had no problems charging my credit card when the phone had been cancelled. I even asked them to just credit the amount to my sons Virgin Mobile cell phone but that was not possible either. Virgin Mobile is pretty much the only cell phone co. I have ever had problems w. that couldn't be resolved. BTW the number was 414-901-5021. They are a consumers worst nightmare.
Kristen Brogan March 11, 2010
no phone service
I signed up to reinstate cell phone service on my cell phone on 3/10/10. I used "top up" minutes (200) and was given a new phone number, but I have no service. It has been more than 24 hours with no service.
Madisonc March 7, 2010
Terrible service
i was on a 3 year blackberry pearl plan with vergin mobile that started in Feb 09. Everything was going fine with the phone up until around June 20, when i noticed that it wouldn't charge anymore.this was 5 or 6 days before i had to leave for BC for 2 months, so i told them and they sent me a phone within a few days, that phone was working fine up until about mid july when i noticed that phone wasn't able to charge either, so once again i brought it in, but to a wireless wave, and they called vergin and told them i'd get a new one in 5 business days, 2 weeks had gone by and i still didn't get the new phone, so i emailed them about 3 or 4 times, they didn't reply once when the site states they reply within 24 hours, i went to wireless wave and they called vergin again, vergin mobile actually hung up on wireless wave, and were being extremely unprofessional on the phone. about 4 or 5 days later i got another blackberry, and the blackberry actually they sent me was already broken right out the package and wouldn't charge, so i was once again without a phone, they called again and told them the issue, and tried to put the blame on me, when i even bought a new charger and battery to assure it wouldn't break because of me. so a few more weeks go by and no phone. and they continue to ignore my emails. by this point i had to go home in a few days so i just decided to take care of it back in my hometown on sept 1 when i returned, when i got home i received the new blackberry 5 or 6 days later, and it worked fine, then about 3 or 4 days later they canceled my plan because i didn't pay the bill. i called vergin explaining addressing the problem they have created, and explaining they should have tested the phones being sent out, and they told me to call back in 4 or 5 days. i got fed up, and basically didn't bother with them because they just didn't care. i figured why should i be paying a bill on a phone that wasn't being used. about 2 weeks ago i got a letter saying i owe 1, 122 dollars. i hate to give them money they just don't deserve. but it's not worth screwing my credit over, if i have any left after this.
nfdhdkdmdf February 9, 2010
theifs
they steal money and lie to you about everything
Barbara ST February 7, 2010
Deceitful promos, ignorant "Live Advisors"
My Dad got a new VM phone. He gave me his old one ("Pass It On", and/or "Swap"). He activated his old phone, I activated my new phone. According to ALL information on the website, box and literature, that was all we had to do to EACH receive 60 bonus minutes.

Hah! When we never received the "bonus", and called...we were given different crap by two "live advisors." One said we'd receive a text msg. and we'd be all set. Later, another told us we would receive no bonus minutes until I topped up $20.

Numerous emails proved unsuccessful because most of the respondents cannot READ or SPEAK in a correct manner, let alone write a letter.

Bottom line--a month later we do not have our bonus minutes and we keep receiving different terms and rules and conditions, NONE of which are printed ANYWHERE, in order to get the advertised bonus minutes.

Further, it is IMPOSSIBLE to get anywhere on the telephone, OR get the name of any official we can speak to.

We would NEVER recommend Virgin Mobile to anyone.

The company and employees are all ignorant, deceitful liars.
Bad idea to use this company January 30, 2010
Incompetency and bad customer service
I never got through a single month without having a billing problem. Completely incompetent customer servive. I don't know if the other services are as bad but I'll never do business with them again.
SeekingSolace January 21, 2010
Customer Service (Lack of)
Hi all

This is the complaint i've had to resort to with Virgin Mobile after they failed to answer any of my questions or resolve them over the phone time and time again.
I forwarded this to the Office of Telecommunications Ombudsman who have advised me to complain.


THIS IS THE THIRD TIME I AM SENDING THIS EMAIL SO SORT IT OUT NOW!!! PLEASE NOTE THAT A COPY OF THIS HAS BEEN SENT TO http://www.consumerdirect.gov.uk/ AND I WITH NOT WITHDRAW IT UNTIL THIS MATTER HAS BEEN RESOLVED. URGENT I am very dissatisfied with the service I have received so far!I called up 2 weeks ago to upgrade from pay as you go to pay monthly, and I opted for the HTC HD2 on £30 a month 24 month contract. I received the phone on Saturday 9th January only to find that when I put my sim card in, it hadn't changed over to pay monthly. Even though I received all the paper work with the phone confirming that I should!I have since that date topped up several times to be able to use my new phone. I WOULD LIKE A FULL REFUND OF THE MONEY I HAVE TOPPED UP WITH IN ORDER TO USE MY PHONE ASAP!!! as of 21ST JANUARY I HAVE NOW TOPPED UP WITH £40 I WANT A FULL REFUND!!! I am happy with the phone itself and would like to keep it, but I want my pay monthly contract sorted! In the last week I also received my Ebill for £30 for my new contract- WHICH I HAVE NOT ACTUALLY YET BEEN ABLE TO USE! I would also like to be compensated for the time I have not been able to utilise this new contract. Another issue is, back in November I asked for a new phone and I didn’t like it so I called up so I could send it back and cancelled the contract- For some reason I was given a new number-(07986515002) This number still appears in My Accounts and I still receive Bills for it to my email even though I don't have that sim or phone or contract!!! I had asked for this to be sorted but it still has not happened. PLEASE REMOVE THE OTHER NUMBER FROM MY ACCOUNT IMMEDIATELY! Also every time I called 789 to speak to someone, it said that I had dialled an incorrect number! Please sort this out as your so called "excellent customer service" seems to be on a path to being Rubbish! the far and few times that I did get through I was told your systems were down OR I was put on hold and left, or transferred to a department who were unable to assist me at all and told to call back later! I want a written confirmation of everything you are going to do to rectify all these problems WITH DATES of when you are going to get this done by.

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