Virgin Mobile USA
Reviews and Complaints

I agree. I just discovered that I'm being billed .10 per day for Virgin Extras, supposedly for downloading. I did not know that I had the service, do not use it or know how to use it. I've had the phone since 2003 and they offered me a 10.00 adjustment for the money they've stolen from me over the years. They have removed their
corporate info from the website and the reps and supervisors will not give the number to reach someone in that office.

I can not list all the problems that I have had to deal with this company and yet truly I am the dummy for my bad credit so I use these as***les!

Want to know more e-mail me @ Nuggetdaddy420@yahoo.com

only one comment from my personal experience...the worst company ever in terms of customer service and product...so far i have juggling from different executives...ranging from from mr harsh, mr vikas, mr rajnish, mr arvind, and mr raj...their phones are always switched off...don't what they are paid for...don't ever buy or trust any product of this company...issued in consumer concern...

I had a problem similar to the original post on this thread.

My cell was hacked twice. The first time VM sent me a replacement phone, I returned my original phone- but they had no record of receiving the old phone. When the problem occurred again- VM was not helpful.

I went through 3 folks on the phone, with no record of the prior conversation and no suggestion or idea as to what was wrong, except that the last phone contact was sure my phone was not cloned. That really pissed me off. I went through several attempts at the phone help trying to "reprogram" the phone, but whomever is messing with my phone is much smarter than VM.

I have decided to go to another provider- VM service is awful as some prior threads have mentioned. All they have done to ascertain their service quality is continuously spam my email with surveys of "how did we do". Which I finally answered with the worst rating I could give.

The whole thing was very frustrating and I am concerned that this problem is more common and could occur with another provider on a new phone.

So far I have survived for the past 3.5 weeks without a phone- just like in the old days when you had to call from a land line when you wanted to talk to someone or went to see them face to face.

I hope this info is helpful to someone. I found the whole experience baffling and frustrating, mostly from the lack of information and help from "experts".

Thank you for this post.
Regards
C

if you want to have a good service you better read first the terms and conditions of the product that you want to avail... I think its commonsense to read first the manual before you call the customer service... if you don't wanted to suspend your account don't used a credit card that doesn't belong to you we all know that its FRAUD right... read first and understand what you are purchasing... so you won't have problems in the future.. SIMPLE AS THAT! ITS SELF EXPLANATORY! OR MAYBE THE PROBLEM ITS NOT THE PRODUCT BUT THE DUMB PEOPLE WHO USES IT...

I agree, as I have been a cs rep for Virgin Mobile, however dont blame the cs reps..ITS NOT THEIR FAULT! You want to place the blame, do it with Virgin Mobile, its their policies they follow in order for them to keep their jobs. Virgin Mobile's policies are set up to screw the customer anyway they can, and the reps have no choice as they are limited in their options. Also there are several tiers of service for VM, when you call you start at the bottom of the tier and based on your call and problem you are directed to the right tier.The tiers are as follows: Customer Service Rep, Assists (helps customer service), Supervisors, and Saves (try to stop customers from leaving VM) (Note: when calling to disconnect your service, Saves will intervene and try to make you an offer, it sounds good but nothing special as most of the time its stuff you can readily get from VM anyways, but they try to hype it up like its a gift from Virgin Mobile...crock of ###!.)Also VM has screwed the employees they do have, how you ask? Virgin mobile was paying the reps around $10 to $12 and hours and now are paying a measly 7.50 and if your real lucky on a few days for a few hours you may get $8.50...how the hell can you live on that?
As far as the complaint about the battery, yeah that sa normal problem with VM phones they wont hold a charge, sometimes it will for a while but then just stops holding a charge. VM WILL replace your phone, but the CUSTOMER does have to pay for shipping. VM policy is they will replace 1 for just the price shipping once a year after 30 days (if its less than 30 days old you have to exchange at the store where you purchased it). However if the replacement comes and is bad, VM DOES NOT like to exchange it again because they hate to admit ANYTHING is their fault.
As far as VM reps reading from a script, take note THEY DO NOT USE SCRIPTS! As far as getting an "American" rep there would be no point in giving a last name, because no one works in the same place, the reps are spread out across the country (and Manila, Phillippines)
we have no way of knowing who you talked to, we cant transfer, as all reps are cut off from each other (meaning they have no contact with each other) When you dispute a charge from VM if you have service with them, have no doubt THEY WILL SHUT YOUR SERVICE OFF until the amount is paid regardless of whether its your fault, someone else's, your bank, Credit Card Fraud or Virgin Mobile themselves.
Now for the worst ###ing top up comment. Not sure what happened but here are a few scenarios. If you topped up and the 7 eleven screwed it up its not VM fault, if 7 Eleven put the $ on your card and you added it to your account and put it on the wrong phone number (which is common believe it or not, it could take up to 72 business hours to fix the problem that is after you fax in the information VM request at your expense) VM has no way to track cards that are not VM top up cards, they cant track rechargeable cards yet.As for you getting your $ I can almost bet without that info (even with it) you either had major problems getting your cash or didnt get it at all! Good Luck to You!
As far as the last (most current comment) about credit card fraud. If you complained to your cc company they should of reversed the charges and put back on your card. When you called VM they should of asked for your name, address, phone #, cc #, date used and amount. If they didnt ask you these questions then nothing was ever sent to VM headquarters about the charge!Customer reps, assists and supervisors can do nothing about this as we are given little to no power but to listen to your problems and appease you with little ### that most customers really could care less about we also cannot do refund over $30 nor can supervisors the reps have to send it to VM headquarters for some paper pusher (with a college degree who thinks he may know what it is hes doing cause he went to college and is now booksmart, unfortunately it doesnt make him/her ready for the real companies) to approve it, which could take up to 72 busness hours. By the way according to VM, 72 business hours equals out to about 9 actual days!
Now as I said I havent worked for these scammers for awhile, but I still know people who do and they just sent me the most recent results from the customer service survey...here it is:

The customer's comments: "I have been woefully and financially been misled by Virgin, since purchase of phone. I was told that when I did not pay for the phone service, I just could not use it for that month and if I did not use it or pay for use for two months, I would have to be reinstated if I wanted to continue with Virgin. I did not want to continue and did not want to pay, but someone has been charging my credit card for use of the phone. This is not authorized at all. I was to call in month to month if I wanted to renew the service for the month. When I called Customer Care, I had the wrong pin numbers (missing first two from recall) and was dismissed. I changed my credit card numbers to attempt to convey that I do not want this Virgin service at this time, nor in January, and not likely in February or ever again."

"If I didn't already purchase the phones I would probably use another service."

The areas that were impacted:

Advisor displayed a friendly and upbeat attitude- DISSATISFIED

Advisor displayed a genuine concern for resolving my issue-DISSATISFIED

Advisor offered a clear explanation of options and/or solutions-NEITHER SATISFIED OR DISSATISFIED

Advisor was easy to understand (could speak and be understood easily)- NEITHER SATISFIED OR DISSATISFIED

During the course of your contact were you placed on hold while the Advisor researched information? Yes

Based on the reason for your call, please rate your satisfaction with the frequency by which you were placed on hold and amount of time you spent on hold?-HIGHLY DISSATISFIED

Overall, how satisfied were you with the performance of the Customer Care Advisor who handled your call. If you talked to more than one Advisor, please score only the last one you spoke with.- DISSATISFIED

Was the reason for your call resolved after your contact with Customer Care ? NO

How satisfied are you with Virgin Mobile USA Overall?- DISSATISFIED

How likely are you to recommend Virgin Mobile USA to a friend?- probably will not

As you can see, VM IS NOT on anybody's nice list. Folks to be honest with you, I would go with Net10, why you ask? Let me tell its $30 for the phone and 300 min (Walmart and Target), no ### to deal with and they now have a unlimited plan that definitely beats VM any day. Also with Net10 service is guaranteed just about anywhere, you can go to your settings and jump to another network if the network you are on isn't getting a signal.
Cricket is a nice service, however the available service is very limited (if you have service in your area and not planning to travel, grab Cricket otherwise...) Also let it be known, Cricket uses the same call centers as VM so your talking to the same reps with different policies!
If you dare to venture into VM territory I wish you luck, but my advice to everyone is to STAY AWAY FROM VM!

Thanks For Reading

I am not a VM customer nor will I ever be, My problem starts off as my credit card was used once to pay a bill for a person...after I paid his bill VM was asked to remove my info from there system, Well it wasn't and that person was able to pay there bill again using my account info.

I called VM and spoke with more people not from this country than from this country, Why push 1 for English ? you will never speak with anyone from the US, anyways i told them about the problem, it was to be sent to there so called fraud department, asked them again to take my info from there system, Did they do it ? hell no! after another 10 days called back and got a lady on there ...when asked do they still have my credit card on file i was told yes and she read off my numbers ...Nice! this all started 12/1/08 and to this day I haven't heard anything from VM and havent got my money put back on my card ...and yes I called my Credit card company about it as well...funny thing is is that they are outsourced as well to like India, Guam, Philippines, and other third world country's.

This company should just go away, they have the worst CS in the F%*&^n world ! I have read most of the complaints about them and this is sad that a company like this does customers so so so wrong while they sit back and grab all the money they can with there stinking service.

if you have the extra cash, spend it on a better company, Hell even go with cricket over VM cause they are a bunch of scammers...service sucks, phone sucks and you get robbed.

go with sprint before these bums.

The WORST ###ing service ever! I went to top up and the money didnt go through. I called VM and the rep told me I had to leave work to go back to the 7eleven and have them reswipe my card. So I run down there in the freezing cold and have them reswipe my card. They say the money has already went through and there is nothing that they can do. So after all that oh yea I forgot it also took me 30 minutes to get the hell away from the automated man when you call and this is after he hung up on me 4 times! So anyways I call back and get hung up on again by a rep. so I call back cause [censored] I want my money! The lady I talked to told me it was 7eleven fault and I needed to contact them as to why my card hasnt proccessed so I told her to let me call them on three way and they fought it out and all of a sudden it is no longer 7 elevens fault and now I have been on hold for the past 15 minutes while she does who knows! ###ING ###! Hopefully nothing terrible happens to my child while he cant reach me.

Virgin Mobile Canada is a Scam!

DON'T EVER BUY ANYTHING FROM THEM BECAUSE THEY"D NEVER HONOR THEIR WARRANTY!

I bought a flashy Nokia that comes with 2MP camera, it just works for a few months then DIED! After much complaining, they agreed to take it back, and you know what, they kept telling me they'd send me an envelope so that I can send it back to Nokia for repair or replacement.

The envelope never come and after making 24 calls including demanded to speak to their supervisor, they just make empty promises and 6 weeks later, the envelope still never appear at my door step. And they will never let you speak to anyone in the warranty department, which prompted to think there is no such thing!

I therefore concluded Virgin Mobile Canada is a scam!

Never ever buy anything from them because there is no warranty whatsoever., this I can testify!

thexstories [a] gmail [.] com

My phone that is only a few months old won't hold a charge. I contacted virgin. they sent out a new one in 1 day. Great I thought.

well the new phone is doing the same thing. 3 phone calls and 5 emails later, I'm still trying to get the 2nd phone replaced. No luck yet. email replies take way too long and are vague, asking me to call their help line which is nearly impossible to get a live advisor on the phone (a real person).

it's as if they are acting stupid about it or something. the guy on the phone said he would ship the new phone. so far it's not happened. In fact two persons said they would ship it.

meanwhile Im still with a phone that wont charge that I cant use. not good since it's mainly for emergencies if my car breaks down.

Virgin Mobile has the WORST customer service I have EVER dealt with. They cater to young adults who don't know any better, but they staff their customer service in Manila, Phillippines. The operators can't go off script to think at all. When you get an American customer service "manager" they will only give their first names, they won't give you phone number to reach them directly, and they lie to you. I ordered a phone online and the online program CHANGED MY ADDRESS. The first phone they sent never arrived, and they claimed they could do nothing. After DAYS of complaining they agreed to send another phone, but IT NEVER ARRIVED, either. I disputed the credit card charge, since I received no phone, and got a refund from MasterCard. To retaliate, Virgin suspended service on an unrelated phone I had, that was funded through Paypal! They took $15.90 for top-up, and THEN suspended the service! They are the WORST communications company I have ever had the misery to deal with! Next stop, FCC.

Virgin Mobile is THE worst phone company I have ever had the displeasure of coming across. I have had my daughter's phone with them for sometime and I will no longer use them...and I wish I could tell everyone I know not to use them. The customer service is the absolute worst! Poor english and not at all helpful. I have spent almost 5, yes literally 5, hours on the phone with customer service to get my service restored and it is still off. I have been disconnected, lied to and given the run around until I can't stand it any longer! I can't believe they are still in business operating like this. I have had no service for over a month, can't get it back on and can't get my money back. Their customer service is no service at all and are worthless! I wouldn't recommend them to my own worst enemy! Stay away!

Virgin Mobile is run by a bunch of crooks! You are correct, they charged me $5 just for checking my BALANCE on my phone! I posted $40 to my account to TOP UP and the phone was still not activated. I checked my balance online and it told me I was short $1.78 and must add that to turn my phone on.

So I call Virgin Mobile and ask them how can I add the $1.78 when they only take $10, $20, $40, etc. through the credit card. She then told me I need to add $5 to my account because I checked my balance on my phone (pressing the up symbol) too many times and they charge you for that!

### Virgin Mobile. This will be last month using their services. If I wanted to get robbed like this, I'd go back Verizon Wireless!

Done.

I paid Virgin Moble 96 for the unlimited plan. then the next day changed my plan for the next month to the 40 plan and they went ahead and switch me, KEEPING my 96 dollars and refusing to refund it or use it to make payments to my plan. Viegin Moble next time you do this Please hold a gun to me so I can get the full effect of being robbed.

I agree virgin mobile is a rip-off I got my daughter a phone from them and every month is a different charge for her monthly plan. First they were charging for their own text messages, that they were sending her. Now they sent me a e-mail notifying me about the payment coming up I went into the website a day before the bill was due paid the $34.99 plus tax for the plan and now today my daughter gets an e-mail that she needs to add another $1.05 for the plan. But she was reminded that top ups are $10.00 or more. When I called virginmobile to ask them about it they told that the tax that was charge to my card was for the government and the extra 1.05 is taxes for the plan. It sounds like fraud to me. Is just a way for them to get more money out of people. Well, this will be my last month using virginmobile services.

man ### virgin mobile they did da some ### to me. So i say ### them ### them all.

I just today bought a virgin mobile phone. I've followed all the steps to activivate and program the phone and bought a $30 minute pack. It's been 8 hours and I still cannot use the phone. No matter what I try to do it say "account cannot be validated".

I've called customer service twice and they're as useless as the damn phone. All they do is ask me to verify the serial number and phone number... and i've quadruple checked those 50 times!

Virgin Mobile Sucks ###. It's pathetic.

SOMEBODY CHANGE MY ACCOUNT PIN NUMBER AND MY SECERT QUESTION AND ANSWER AND I CAN'T CHECK MY VOICEMAIL.

I work for Virgin Mobile as a Senior Rep. Just wanted to comment on a few things. First and foremost, I apologize for any inconvenience not having an accurate Vkey may have caused. As we state when we are activating, Vkeys operate like an ATM pin. Without it you get no access to the account, just like an ATM... That however can be resolved by faxing in your account information such receipt of phone you purchased, or any top up card receipts, or cc receipts, which are all equally easy to attain, and fax in and have resolved within 3 business days...

I got a Virgin Mobile phone as a gift along with a $20 top up card, which bought me 200 minutes. Everything seemed fine until I decided to go ahead and buy a monthly plan of 200 minutes and 500 night and weekend minutes for 24.99, plus $5 for 1000 text messages. I already had 200 minutes, but when i bought the monthly plan, i lost those 200 minutes and was charged a total of 62.68 for a 24.99 plan and 5.00 text messaging. I understand there are "surcharges and taxes", but 62.68 just seemed like A LOT. So after calling customer service and having to listen to the automated "Simone" , a real live rep. told me i lost my 200 minutes i got with the top up card because I changed my plan before the 30 day cycle, plus I was charged a fee because i changed my plan before the 30 days was over. This is ridiculous. If you buy minutes you should be able to keep them regardless of changing your plan. Being charged because you want to buy a monthly plan before your 30 days is up, is stupid. The fact that none of this information is available through the website is unfair to its consumers. They lead you on, and it is just dishonest. Plan and simple, Virgin Mobile blows and you do to if you continue using their crappy service.

Don't hold your breath trying to get a refund on a phone returned within their 30-day guarantee policy. They are quick to take your money, but... Better Business Bureau denotes "unsatisfactory" rating (not a member either), whereas Trac Fone is a member and a "satisfactory" rating. I totally agree with everything this consumer has stated !

I also agree with him.

I was with virgin mobile in Canada...never even imagined that a company can be that fraudulent and get away with it!
What they are doing here is spamming your text mail and charging it to your airtime...regardless what you try they won`t stop.
I switched to a pay as you go...prepaid $50, never even got to make a single call and all my airtime had vanished...they preloaded my inbox while my phone was out of service to the extent that I would have to pay hundreds of $ in order to use this telephone...
my advice: dump this company and stomp on your Virgin Mobile telephone...I`m going back to a regular Telephone Company.

To start, I have been a customer for a LONG time now and spent a lot of money with them... so now, with my very upsetting experience, I called customer svc and was treated very badly. Not only as I switched around 4 x and on hold each time about 15min, I was treated like my acct DID NOT matter. Like I was bothering these people...

Virgin mobile charge my credit card twice for two months in a row. I had to call them 8 times and talk to "supervisors" who were extremely rude and i was told that the card being charged twice by them was not their problem So i lost money and got stuck with the charges. Please do not choose virgin mobile it is a rip off and their customer service is rude and non caring. They are not willing to take responsibility for their actions.

They suspended my services as they didn't have my new Visa copy, but they charged me with renewal Fee.
Now again I requested then to stop charging me but charge full amount and are denying help.

I have been told 3 times to wait 24 hours to 72 hours, and The phone is still not in service. They say they are looking for a tower and they use Tmobile and another company. I paid my "top-up fee" on 3/29 for service to 5/14/19. Is this Virgin Mobile a legitimate company?

I wanted to change my plan to yearly plan and i couldnot have acess to the registered mail as it is on facebook from long time and it seems to be impossible to change it, i have been 5 days now, my phone is dead, i cant work i cant do any thing, really virgin have the best after service i ever seen

I signed up for pre-authorized payment for my Virgin home internet service. But I found out they double charged me this month. The numbers on the Virgin bill and the numbers they took out from the bank was not the same. So be careful people, don't ever use the Pre-Authorized payment. You don't know how much they will charge you.

I've been a customer for years with Virgin Mobile and for the most part they've been good. However, I recently had a data usage issue where after having and using data for years and tracking my average data usage month as 2.5 gigs, suddenly in a two day period I used 6 gb of data and was charged over $50.

I called in to get answers as to why this would be. I was on hold for most of the morning. The phone finally rang through and it went to a busy signal and I was disconnected. I called back two more times and waited on hold before I finally reached an uncaring (in my opinion) rep.

His name is Sean (employee number 6052789) who simply said I'm only charged for what I use. I informed him of this unusual spike in my data and told hime that I've been a loyal customer for years and he just refused to see that perhaps Virgin could have made a mistake. Give me a break. He just kept saying that's what I used.

He said there is nothing he is willing to do because I was charged correctly. How does he know? I asked to speak to a supervisor and he said he is one. I asked to speak to his supervisor and he said his supervisor doesn't handle calls. I asked who I can talk to above him and he gave me this email address...executive.office@virginmobile.ca

I will buy out my contract this week and it is not my intention to cause harm, slander or misrepresent this company in any way but I will share my experience with everyone I know and care about to avoid this company because I feel they have glitches with their data usage tracking and are unwilling to give loyal customers the benefit of the doubt. I don't want this to happen to anyone else.

After being with them faithfully for years, when a problem comes up it is clear that they do not know how to handle a problem when an issue comes up to the customer's satisfaction. I couldn't believe he wasn't even willing to be open to consider the possibility that there could be an error in relation to my data calculation and usage.

Sir Richard Branson, founder, would be horrified that reps within his company are not even open to the possibility that something on their end could be malfunctioning. Total failure of excelling in service here.

If anyone can recommend a data and cell provider in Alberta that is dependable with data tracking and willing to look at possibilities if something goes wrong, please let me know.

I ordered a VOX 8610 on 1/22/2007. The phone wouldn't charge. I called customer service and explained the problem. They said "do I want a charger or another phone".

I replied that I could not tell if it was the charger or the phone that was at fault so please send a new kit. None the less, they sent a phone but not a charger and it also wouldn't charge. I called customer service and explained the issue and that it must be the charger at fault. The rep said they would not send a new charger, that I would have to purchase one.

I said this didn't make any sense, according to the offer I could return the phone for a full refund and does he mean that to get a new phone and charger I need to return both the phones for a refund and then order another one to get a charger? The support rep said yes and that I had to make up my mind - either return the phone or purchase a charger. I asked to speak to a supervisor. The customer support rep kept going off line (to talk to someone?) but refused or couldn't get a supervisor to talk to me. She then asked for the ESN number of the phone. When I said I didn't know what an 'ESN' number was, she indignantly explained that it was like a serial number on the back of the phone. I'm not clear why she needed this, since I haven't activated the phone and I already referenced the order (vmu) number. At any rate I had been on the phone now for over 40 min with the support rep (obviously not very cost effective for virgin mobile) and at least she was trying to track down some info - or so I thought - she finally came back on line and said that her computer was down (!) and she couldn't handle my order - that I would have to call back. I called back, had to work my way thru the answering system and got thru to "RMA" and a fellow named Mike.

Mike explained that they couldn't send a charger (none in stock) and that I would have to send the entire phone back - which is what I am now doing - 60+ minutes after the initial call.

I have to say that my interactions with Virgin Mobile so far has not been positive. They customer service staff is obviously poorly trained and not empowered to make decisions. The phone support interfaces are youth geared - not a bad thing except when it is at the expense of treating adults courteously and professionally. I am sending the phone back for a refund and re-considering the provider for pay-as-you-go service.

I've made over 5 months of monthly payments and still no giftcard. I called the company and seem to be getting the runaround. This is a scam and it looks like a class action lawsuit will be in their very near future!