Virgin Mobile are crooks. They don't care that you have been a good customer for 4yrs. I had a defective phone, the camera didn't work, the MP3 didn't work and it came with a 1yr warranty. Well they gave us a hard time replacing the phone and when they did they told us we had send the defective phone back within a certain amount of time or the service of the new phone would be suspended. Well we received the phone in the mail and sent the defective phone back in the same box with the return labels. The Fed Ex took the box that day, and that has been over three weeks ago. Virgin Mobile says they have not received the box and my phone will be cut off in two days. I just topped up $50.00 they wont refund my money. These people forget that we are the reason they have jobs and with out us their company is no good. I have put on so many people to Virgin Mobile and even they Virgin Mobile's loyalty is crap my friends loyalty stands firm when I leave Virgin Mobile so are my over 123 friends. Virgin Mobile are thieves. They took money out of my account with out my permission and would not refund my money. And I wonder if the starter of Virgin Mobile knows that the people he has running his company are crooks. When I tried to go up the chain of command they refused to give me any one else name and number. Personally I think they are lying about not receiving the phone and figure that because they are at a lost of money that would steal from me. Nice way to treat a customer!

After having a falling out & kicking a lowlife out of my house, the next day I went to make about the 10th call of the day and heard "your account could not be validated". This has happened once before so I didn't think nothing of it. When I called cs the first time I gave them my number she said "there is no record of that number in our system" I responded I've had that # for about 6m now, so she tried again and my account popped up. My name is on the account but she said the vkey I gave was wrong tried a few times & then she asked my secret question the answer I gave was right. At this time she said there had been changes made that day but since I did not know the vkey she could not tell me anything. I talked to a supervisor who also said I could not do nothing since I did not know the vkey. This company is worthless and will never use them again & suggested that nobody else waist your time or money with them.

Virgin Mobile Prepaid Phone = Terrible Customer Service + Credit Card Fraud + Identity Theft???

1. They are very difficult to reach. Then keep you on hold forever.

2. As just about everyone else said, the reps are shockingly rude.

3. They have loud, terrible hold music, then terrible background noise while you are talking - worse than the most awful telemarketers - and won't call you back for better reception.

4. They take way too long to get back to you if you email customer service.

5. They give you a password, then a secret question answer that are ridiculous unless you are a teenager (favorite actor/singer/team) or one that is not secure enough (pet name).

6. They don't send your pass code to you in an email like everyone else does.

7. When I tried to put it in - five times - it kept getting rejected, so I called the terrible customer service line, they were again rude, and refused to give me any info, making it virtually impossible to access my own account. I pointed out that they had my name, address AND credit card info, so I had a right to my billing info to check against credit card, but they still refused to even mail it to me. They said something about 'security'...

8. Security??? their system is so technologically insecure I was either hit up with a phishing thing both on the phone and in email within 6 wks or their billing and account software systems are so bad that they completely lose track of your credits.

9. SCARY PART: I got an official-looking alert on the top screen of phone and an email both saying I was completely out of minutes, had to top up. By my own accounting I had used only 50%, but I went online and topped off with a credit card. Phone works again. But because of all the password nonsense, I couldn't check my account for a week. When I did I noticed the account was never credited after I gave the credit Card info. THIS MEANS THAT I MAY HAVE BECOME VICTIM OF A VIRGIN MOBILE PHISHING SCAM, both by PHONE and by email. And they are worried about idiotic password security??? They won't even confirm info so that you could see if you've been a victim of identity theft!

10. I contacted Virgin Mobile... Still waiting on a response. I imagine they will shed no light on this whatsoever. And be rude - again.

11. Although my bank doesn't show unusual activity, to be safe I have to cancel the card - which means spending an entire day changing all the utilities and other bills that draft from that card. ALL BECAUSE OF VIRGIN MOBILE's sloppy, rude services.

12. They only allow access to your account info for 60 days - if you aren't smart enough to cut and paste all the info (very time consuming since they only post 10 items per web page), then you will have even more trouble unraveling the mess THEY created!

13. ON top of all that, reception was incredibly bad. I spent $20 phone + $20 first top-up card, then days of time dealing with credit card issues related to their sloppy security and accounting practices. If someone already stole my identity I could be in legal, criminal and other trouble. You get what you pay for!!!

Thank god I did not get stuck with any kind of long - term commitment. It was "Pay as you Go" - and believe me, I'm GOING - to some other carrier.

1. They keep you on hold forever
2. They have terrible hold music, then terrible background noise--worse than the most awful telemarketers-- and won't call you back for better reception
3. They take way too long to get back to you if you email customer service
4. They delete your account info after 60 days
5. They won't give you your account info without a secret code , but don't send that to you in an email like most everyone else does
6. Their net software screws up so you can't get to your account and when you call they won't give you the info you want
7. They were incredibly rude each time I called.
8. They refuse to even mail your account info to you--despite collecting name, address and credit card info
9. They never recorded a credit card payment
10. Received a "notice" by special screen on the phone, followed by an email, that I was completely out of minutes, despite my record showing about 50% left; then after paying by credit card had minutes, but when finally got through to account info it had no record of credit card purchase--so this was either a phishing scam, which means they don't have their act together in terms of security, or their billing and account software is absolutely terrible.
11. Because of all that, I had to change my credit/debit card account, which meant changing billing info with my utilities, internet service etc and not having a debit card for several days--I have lost a day and counting to this mess.
12. ON top of all that, reception was scattered and lousy.

Thank god I did get stuck with any kind of long-term commitment. It was "Pay as you Go" and I WENT.

If you are a customer better check your billing plan! they are keeping prices the SAME but downgrading/reducing minutes! They will not grandfather you even if you are a current customer. In particular they are taking away the unlimited nights/weekends on all but the most expensive plan. So if you bought a phone you either get less minutes or there answer to me was to pay MORE $. I had 3 phones, already canceled one, downgraded another and will do so with one more. Remove your credit card info via website so they can't keep billing you. Service is no longer a bargain at the NEW price plan.