Virgin Mobile USA
Reviews and Complaints

As a casual user of Virgin Mobile's pay as you go broadband, I am extremely disappointed they narrowed down their pay as you go plans from four plans to two.

The $20 plan they had was sufficient for me as it gave me 300mb of data transfer for the month. Now, you have two choices, $10 for 10 days or $40 for 30 days. I will acknowledge that the $40 plan gives you unlimited usage.

Well, here is the kicker. At Walmart they offer the old plans that Virgin Mobile used to offer. I asked Virgin Mobile's customer service if I buy the top off card from Walmart and apply it to my broadband2go device, will I get the old 300mb data transfer usage. The reply was no. I have to buy a new broadband device from Walmart to get access to all these data plans!

I replied there is nothing wrong with my current broadband device and why should I have to buy a new one for $80 to get a much wider selection of broadband plans that you previously offered anyway.

I bought a virgin mobile prepaid card and it was the wrong one for my phone. I sent card along with the recipte so I can get my money back and i have not recieved my refund yet. please check for me.

Aaron Vego
927 wisconsin ave #3
Racine, Wi 53403

THANK YOU!

I received an e-mail from Zandile saying that I can upgrade 2 phones. I am a respected client with 5 accounts with Virgin Mobile, and have always paid my accounts up to date. I sent a list of 2 phones that I am interested in, after Zandile said she will calculate the costs of the new phones. Then I got a response saying that the credit department declined my request. I got my Virgin Mobile statement, and saw that the debit orders weren't taken off, I was delinquent with 2 months, having an outstanding balance of over R2 000.00. Because of debit orders not being taken off, and as a result I have a delinquent account, my credit score will be effected negatively, and it will show on Experian, etc. and could cause future problems. That excluded, I was really looking forward to my 2 new phones, and have been talking about it for a week now. I would like an apology from Virgin Mobile, an updated account, and the two phones I requested. Its only fair.

Aug 2009 – Initiated proceedings to cancel my Virgin Mobile contract. I paid a settlement amount in order to cancel the contract (proof of payment available at request). I was informed telephonically that the contract would be cancelled effective September 2009. My understanding that a settlement payment means that the account is settled in full.

Aug 2010 – I was contacted telephonically by DCCM to be advised that I had been handed over by Virgin Mobile for non-payment of an amount of R 398. I had not once received any written notification of an outstanding amount from Virgin mobile prior to this. Although I had moved during this time the postal address on Virgin Mobile’s records is the same as my in-laws postal address and I collect post from them on a regular basis. My email address did not change during this time and I did not receive any email notifications.

Nov 2010 – Having had my first baby in early August I was on maternity leave and unable to attend to the query as quickly as I would have liked. I contacted Virgin Mobile to confirm the outstanding amount and they were unable to provide me with any invoice, statement or written proof of the outstanding amount. I paid the amount directly to Virgin Mobile regardless as I needed to stop the defaults against my credit record. Proof of payment is available on request.

Dec 2010 – I was contacted again by DCCM advising that I now owe a further amount of +-R 150 and the amount went up daily. Once again no invoice, statement or written proof could be provided. I paid this amount directly to DCCM for the same reasons as mentioned above. I then however made a complaint on a consumer website www.hellopeter.com. My complaint was attended to by Mpho Mohale of Virgin Mobile. I requested that they investigate the second amount that I paid to DCCM and also provide proof that they had tried to notify me of the outstanding amount before handing me over.

Jan 2011 – After a few follow ups via email my complaint still has not been resolved and they still have not been able to provide me with written proof.

Conclusion – Having recently had a baby I needed to purchase a bigger, more reliable vehicle and my spouse and I started to look for a home to buy. As a result of Virgin Mobile not notifying me of this outstanding amount, no financial institution will consider granting me a loan for either until October 2013. I am now forced to continue to rent and pay towards someone else’s asset instead of acquiring an asset of my own. I have been put in a highly unfavourable financial position because of Virgin Mobile and will now have to waste approximately R 166, 280 (yes, it is really that much and we don't live extravagantly) towards paying rent until October 2013 when I could in fact have been paying that towards my own property!
In light of the fact that I have not received any written notification of amounts owed by Virgin Mobile and I was not informed in writing of my credit record being affected I believe that Virgin Mobile have contravened the National Credit Act and should I have been informed of the outstanding amount timeously I would have paid it over immediately. I would like to have my credit record CLEARED based on this information. I would also like to receive a refund plus interest for the costs I paid to DCCM due to being handed over as well as a statement proving that I owed Virgin Mobile the amount of R 398.00

November 2009 - I called Virgin Mobile customer service to cancel my contract which i've already had for 2 years (it was a 2 year contract & thereafter you may upgrade) as i have had endless problems with the network and wasn't getting the help i required from the staff of Virgin mobile. When i called in November they told me that it would be cancelled within 2 working days, i waited and nothing happend. I called again in December and they told me the same thing and nothing happend, called January again and it was eventually cancelled and i was put onto prepaid. In February 2010 they deducted my contract installment and i called cust service, they told me to hold (i was on hold for nearly 30 minutes) and i put the phone down, this happens each time i call then i must hold for up to 30 minutes. I then sent an e-mail to the customer service mailbox, up to today i still haven't received a response or a call back. This morning i checked my account, only to find that they are still deducting money from my account, i have had it with Virgin mobile, they are the worst COMPANY that ever existed, whoever is running it is nothing but money hungry!

this might be a new one 4 all of you out there...
i am soo upset and incredibly sickened by what is going on out there with all these scams and ripp-offs and fraudulent activities... soo unfair and completely wrong in every which way. my story is this: i have been using this data card i purchased at a local cell and satelite provider store.this USB data card is a Virgin Mobile Broadband 2 go device 4 your pc... just recently i had noticed 4 the 1st time ever, that there were unauthorized charges on my netspend visa card.i check my balance daily and i also recieve text alerts each time any transaction takes place.so...over the past few weeks, i have noticed small amounts being charged on my debit card that i have no clue as why or where they're coming from.juss the other day i found a $51.00 charge from Skype in London.well, i dont have an account with them whatsoever.so what i did was block that debit card and ordered a new 1...2 my surprise, the day i recieved my new card, i activated it immed., and a short time later, i noticed a text alert for $1.01 for DRORDERFIND.COMMNUS. i mean u gotta be joking...i can not prove a thing at the moment, however...after googleing this transaction type, i noticed it is a huge deal regarding scams.the more i started to look into this issue, it led me here to complaintsboard.com.the more i read, i realized that Virgin Mobile is a target for numerous scams, ripp-offs and many complaints regarding poor service...i don't know whats going on, but i'm sorry i just believe this data card 4 use of the internet by Virgin Mobile has something 2 do with whats been happening with my debit card issues... all you out there decide 4 yourself, and plz keep an eye out and continue to send in your feedback and complaints pleeeeez..

I cancelled my V100 prepaid agreement with Virgin Mobile at the beginning of February. I had somebody from VM contact me telephonically the following day to confirm the cancellation request and was told that the contract would be cancelled immediately. I also noticed that the call rate increased with this cancellation. At the end of February, VM took R100 out of my account even though this number had been ported to MTN I had this amount reversed at a cost of R35. On the 23rd March (2 days before the normal deduction date), R200 was deducted from my account using a slightly different description, but with the same account number. This is theft. The fact that I now have another R35 to pay to have this payment stopped is unacceptable. The reason why the description is changed is because VM know that the bank will automatically stop the payment if the details are the same as the previous month's stop payment request, so they know what they are doing. Is this the type of company that you want to do business with? I am sure that Richard Branson would be horrified that this is how his company does business.

Mrs M van der Merwe, my colleague, recently applied for the R149-00 contract as currently advertised on their website. This contract states that for R149-00 p.m. you receive a Nokia 6303 cell phone, R150 airtime p.m. plus 1000 free sms's per month. As Mrs van der Merwe called Virgin Mobile to apply for the contract they assured her that the 1000 sms's are included in this contract.

After receiving the phone, Mrs van der Merwe noticed that she does not have 1000 sms available on her phone. She contacted them plenty of times, enquiring as to why she did not receive the sms's. Every time she called Virgin Mobile they gave her a different excuse as to why she does not qualify for the free sms's - this after they confirmed in the contract and verbally over the phone that the contract she is taking DOES include 1000 free sms's.

I believe that this is a breech of contract and false advertising as this contract is still being advertised on their website.

People she spoke to over the telephone to resolve this problem were Caron, Cols, Tshego, Kaveer, Lee, Nanhaanhra and Dalance. Neither of these people were willing to help Mrs van der Merwe solve the breech of contract.

I had a first contract with Virgin Mobile which was due to finish in July of 2008. I submitted my phone (Imate K-Jam) for repaires, I didn't even receive a loan phone to go with my sim card, Virgin Mobile just expected me to wait 21 working days before receiving and making calls.

I then went 21 working days later, to colloct the phone. I was told that the phone is not back and there might be an Admin fee that I need to pay. When the phone was handed in, there was no Admin fee represented on the receipt, and due to the fact that no one from the Sandton Virgin Mobile had the decency to call me and notify me of the status of my phone, it took Virgin Mobile 17 months to try to help or I call it passe the bark because they gave me a phone that worked for a week and stopped working.

Then teres the issue of my upgrade. I upgraded to another package while my other phone was in repairs. Despite this, Virgin Mobile continued to bill me for my previous contract even when it had ended. I notified them of this 18 times already and they promise to call me back, but no one calls me back. when I call, I don't get hold of the same person who made a promise the last time I called.

No one at VMSA is interested in the problems they create. They are all very helpful when it comes to signing a contract with them but the minute anything goes wrong they are quick to pass the buck. I phoned repetiviely in order to speak to someone that would assist me and nothing comes of my phone calls.

Eventually I posted a complaint on Hello Peter and that evening I received a call from Fiso Tshivhandekano apologising for the inconvenience. As I explained to him, an apology does not sort out my problem. I told him that I would e-mail through the entire history of my problems with VMSA which I did on Wednesday morning as well as e-mailing Colin du Preez (head of complaints) and Priscilla Mpuru (head of accounts & billing) however I've received no response from any of them.

The customer service at VMSA is shocking and I will keep at this until it gets sorted. I will keep going until I get to Richard Branson himself if need be - alternatively, I'm sure the newpapers, facebook, etc. will be keen to know how VMSA deducts incorrect amounts from people's accounts and doesn't reimburse them. This is theft!

Virgin Mobile have no interest in dealing with complaints. They do not provide an idiot proof or ease of access to an email address especially for complaints because they do not want to deal with them. Beware of their mobile deals. Even if you are a good long term virgin media customer they will do a credit check. First of all they will ask for your Virgin Media customer account number to verify who you are. Then they will do a credit check. If Virgin media has your address slightly wrong then you will fail a credit check.

If then you phone about a complaint you will be forwarded to sales and without you knowing it the process has started again and a credit check done. If you then complain again you will be forwarded to a foreign country where again they will credit check you. At this time you have not been told that your address is slightly wrong and now you will recieve an email from them saying do not try to get a mobile off them for at least a month. The reason they give is because you have been credit checked locked.

AGGGGGGGGGGGGGGGGGGGGGH

When you complain to them you will get all the sympathy you want but no action or admittance of stupidity of their service. When you insist after talking to OFFCOM about how to complain with virgin mobile and you wish to complain in written form they then will give you an email address. No it is not an email address designed for complaints it is just [protected]@virginmobile.com. Virgin mobile do not have a dedicated system for complaints because in their delusional world of virgins all their customers are happy and living the life of a virgin lol.

Now a message to Sir (lol) Richard Branson. Get your companies act together or someone is going to come along and compete in such a way of which makes you look like total market traders; and eat you alive. Oh what a thought all that bearded hair in ones teeth. Stop thinking of floating in a balloon around the world and come down to earth and pretend to be a mystery customer and see your failings. How on earth you got to where you are is totally beyond me. Just show’s this world is full of rich men based not on business ability but total chance or luck.

Why can’t you be like virgin media and treat customers decent. A quad service my assssssssssssssssssssssssssssssssssssssssss!

I have purchased 4 phones as gifts from Virgin Mobile this year. I have since then had 5 erroneous charges and one phone that they have been trying to "un-lock" and activate for 5 days. When I requested to speak with a supervisor I was hung up on and when I was speaking with a supervisor named Mark the phone disconnected (or I was hung up on again). It is utterly ridiculous to run a corporation this way. What regulatory agency handles telecommunications complaints - is it the FCC?

First contact to have Virgin Mobile service activated and phone number ported from another provider. Asked for SSN as part of the "Process". Did not provide SSN and followed up with current mobile provider. They could not expedite request to transfer service. Tried to activate online. Cannot port # on website.

Second contact to Virgin Mobile. Process went smoothly with NO MENTION OF SSN! Please be careful when you provide SSN information to contact centers that are not in the US. This information is harvested and sold. I am highly skeptical that there is any avenue of recourse in these instances.

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 Nicole Goodhew have just been on the phone to virgin mobile previously today 11.12.10 about a text message i received yesterday about my account coming close to my cap amount i have since been told that it is not even close to my cap and they would not give me a detailed summery of my calls. I need to have a current ie. from last months bill to date of all the calls, sms, intenet usage i have used up to date and as to why they would have sent me the text message in the first place. I am a very Unhappy customer and i am seriously contemplating leaving to another carrier that can do me a better deal.

Ihave been using this service for a couple of years and have almost 160.00 in my account . I was told that when I terminated service they would refund that amount. when I cancelled my service theyrtold me Iwas misinformed and they kept my money! WHAT A RACKET ! I would NEVER recommend this service to anyone ! I am pissed ! wouldnt you be ?

My phone came back from repairs for the third time a day ago. Now its giving the same problem for the fourth time after just one day! I am fed up. Each time the phone goes in for repairs it takes 3 to 4 weeks to get it back. They have no loan phones available and I am stuck without any service.

I have just contacted customer care and they say they are unable to assist and then they transfer me to repairs who don't answer the phone!

I am not going to pay and am terminating my contract with immediate effect as I feel Virgin is in breach of contract as they are not providing me with any service.

I opted in for a Virgin Mobile contract in October 2009 for an amount of R199 to be debited off my account.

I only recently noted that R417.99 has been debited off my account since May 2010 apart from that of the R199 Virgin Mobile SA contract.

I have taken this issue up with head office and they cancelled the extra contract that was supposedly taken up in my name. I believe this is a major issue as when I submitted my banking details to Virgin mobile. I signed a form stating that all details are confidential and my banking details as well as my consumer profile has been used to open another contract without my permission or consent.

I have requested them to suspend my account as I no longer want to be a part of their network and they still want me to pay in the remainder of the contract even though I do not want to continue due to the inconvenience that they have caused me. I think that taking off days at work to run around and get Affidavit's, certified ID docs etc all for something that should not be my problem. I have been tweeting, calling, Facebooking and still no response to any comments. The service is disgusting and Virgin Mobile SA offer ***** services!