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 doesn’t protect its customers from frauds.

I produced documents to register for RICA on two Virgin Mobile cellular telephone numbers on 15 December 2010 at approximately 12h30 at the Virgin Mobile store at Tygervalley, Durbanville, Western Cape.

The female service desk attendant completed the process and promised that I will receive an SMS within TEN minutes.

At the time of writing of this complaint, it has been more than SEVENTY TWO HOURS since and I do not have any confirmation that my telephone numbers are RICA compliant!

I have sent email several times to Customer Care at Virgin Mobile - yet this company has not contacted me as yet!
They treat their customers with impunity.

I did the same process at CELLC and received a SMS within FIVE minutes!


I have checked RICA registration compliance using the *124#
According to the messages - neither of the two cellular phone numbers are RICA compliant.

I went to Virgin mobile @ Cedar Square in Fourways on Friday 08012010 as I received an sms in Dec 09, advising me that I have paid off my phone and can upgrade. On my arrival a guy helped me, but each phone I was interested in was not in stock, I was then advised to come back Monday 11012010. I then only went yesterday which was the 13012010.

When I arrived a lady came to 'so call' help me, I first asked her what kind off phones can I get with my currenty contract, which is R 149 or cheaper, she then tells me, that I have asked this question previously so does this mean she has to take all the phones out again, which she does, angrily then tells her colleague, to just help this 'MAN', which is myself, and walks out off the shop to do her own thing. I just stood their, then went up to her colleague, and told her to cancel my contract immediately. I am very dissappointed as I expected to stay with Virgin Mobile longer, and that is with having endless network issue with Virgin mobile!!!

Last month, I got a cell-phone bill from Virgin, which included a charge of 49.98 for mobile browser usage. I don't use the internet on my phone at all, and it's not part of my plan. I had to call them a couple of times to get it dealt with. The first person I spoke with was rude and used very bad grammar; she also put me on hold for 12 minutes ( during which I was subjected to blaring Lady Gaga and Black Eyed Peas ) after I asked to speak to a supervisor, only to get back to me and tell me they were all too busy. On my second attempt, I was able to get the erroneous charge removed. I also got them to put an internet block on my phone, so that I'm not even able to use that function if I wanted to, and can't be billed for fake charges. I was stunned by how obnoxiously I was treated, but I thought, well at least they fixed things, although they weren't apologetic.

I just got this month's bill, and they put another $ 49.98 browser charge on it! Even though I don't even have the ability to use the browser! This company is total shit! I'm not going to let them get away with this, and I urge anyone considering using them to stay away.

Also, their sleazy, hyper-lowest-common-denominator youth-marketing blitz is hilariously stupid. The fact that they play music with explicit lyrics while you're on hold is ludicrous. What a bunch of asswipes.

Virgin Mobile Customer Service Team - What A Disgrace !!!
What Customer Service - Did I miss something?
Call waiting 45 minutes +
Attitude - Very Poor
Passed from department to department...
I was told collections department were coming after me - Laugh out LOUD
No correspondence received
Mis-sold product - Sim Only- Cancel anytime without notice to Virgin - NO YOU CANNOT