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Virgin Mobile Customer Service
Posted by Piet10 on 12/16/2011
PLAINFIELD, INDIANA -- Customer Service is the worst (poor English spoken, and it takes a long time to get an attendant due to the voice reply instructions/service).

There is no quick way to get a real person

Avoid! (if you want to stay sane and heart-attack free)

I struggled to return this phone to Virgin Mobile.
Here are some facts that are difficult to obtain:
- Call and get an RMA number
- Return address for phone:
VIRGIN MOBILE RETURNS CENTER
501 AIRTECH PKWY
PLAINFIELD, IN 46168-7408

Or

Virgin Mobile returns
c/o Brightpoint N America
2675 Reeves Rd, suite 190
PLAINFIELD, IN 46168

- The price of the phone should be credited to your credit card

- Ask that the automatic monthly payments be suspended until you buy your new phone (from Amazon of course)

- How to reach a live person:
Call 888-322-1122
Press 0 as soon as you hear "Alex", and keep pressing 0 for each request made for more information
- You may get your plan changed to $35 per month instead of $25 per month.
- If this happens, E-mail them at:
Tier3@virginmobileusa.com
Demand a Beyond Talk plan for $25

- If all this fails, cancel your account, and start from the beginning. Forget your old account.

     
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Posted by Alain on 2011-12-18:
Thanks, Piet10! This will be helpful information for other Virgin Mobile customers.
Posted by Monica on 2012-11-17:
Thank you for the information. This company should be avoided. Customer service is horrible! It took me one hour on the phone to get my refund processed.
Posted by Marina on 2012-11-26:
What do you expect? Their customer service located in Central America-Nicaragua, means a cheap labor and they do not care if their service will take one hour or more. I agree with a horrible service!!!!
Posted by JDex on 2013-05-28:
I got through by pressung 0 at each command. People are correct in that it takes
a fed times of being put on hold, but they were pleasant and determined to assist in my return.
Posted by Jenny on 2013-05-28:
I have always had quick and great customer service and I have called plenty if times. Just know exactly what you want.
Posted by Sherry from NY on 2013-06-21:
After 8 calls to people in different countries from ranging from Philippines to Mexico, to Nicaragua without success this number did the trick. Thank you. The one person who said said she had no problem was obviously lucky or an employee of Virgin Mobile.
Posted by sU on 2013-07-01:
i WAS TOLD BY THE "LIVE OPERATOR ON THEIR SITE THAT THE u600 modem stick was compatible with windows 8. IT IS NOT ! In fact I asked 3 different times just to be sure b4 ordering. As for the customer service when calling to get the RMA # I had to keep getting him to repeat over and over because I couldnt understand him. They have terrible Tech Support. Now I have to pay the shipping and handling fee to return it ! A real pain in the butt !!!
Posted by JG on 2013-07-06:
I talked with 14 of their memployees a over a 3 day period,answering the same questions each time. I gave up when they said they wanted me to spell my name once again. I found them impossible to do business with. I'm hoping the RMA information on this site with work.
Posted by Ryan on 2013-07-24:
This number will get you straight to a real person really fast 1-855-701-9862
Posted by Shirley on 2013-07-25:
I bought a phone Last year after one month my Friend drop it in water,so I bought another same phone Kyocera Rise.on the first phone I did not have any problem on the SKYPEi can see everyone I'm talking and they can see me. But the 2nd one Ican see the person who called me But they cannot see me. I called VM they told me because I do not have a front Camera.is not that FOOLISH IT IS.THE SAME KIND OF PHONE
Posted by Edna weber on 2013-07-27:
I bought a virgin mobile it's a prepaid phone I used only two/three months plan to buy a card and the touch tone is not working any more I come back to where I bought and they told me to return to virgin mobile. I need to send this phone for your area.
Posted by Steve V. of Brookdale on 2013-07-27:
I have to say, Virgin Mobile's customer service is horrible. I've always suspected that in cases like this, they're just trying to frustrate you until you give up. But, if you persevere, you will succeed. I was returning a phone, and literally took me an hour to get the information I needed.

It made me glad I decided not to do business with them. Their rates are cheap, but you get what you pay for, I guess. I would steer clear, if you didn't already know this.
Posted by albert rodriguez on 2013-08-11:
well vmu tech are really nice but most the time takes time to get a good live advisor guys dont be so hard on them
Posted by Cecelia on 2013-08-20:
No question, its a "cheapo" company supported by Sprint. It sounded so great in the beginning of my service. After years of loyalty, VM blocked my phone even tho I had $335.15 in my acct. their reason "lack of funds" ....figure that one out. It was some kind of cover-up for bad service.
Posted by Amy on 2013-09-12:
To Cecilia who posted on 08-20-2013: Did you ever get your phone unblocked and/or have you ever tried to get a refund from VM because they blocked your phone yet you had funds in the account? What was your outcome, if any?

I have three phones with VM and, over the last few years, all three have been blocked on and off as well due to "lack of funds," even though each of them has always carried a rather large balance. If I don't continuously keep putting money on each of the phone accounts, then they keep threatening to SWEEP the balances too. Right now each phone has about $200 apiece on them! I cannot afford for that to happen, to lose that much money that is just sitting on dormant phones. (One problem is I lost the charging device and cannot easily find a replacement anymore. Another problem is the screens went completely "out" on two of the phones, so now I can no longer see to get into them to access voicemail or anything! That is a problem because, recently, VM cut off access to calling in to my phones using an outside phone source to access my messages. The automated directive says I have to go through each phone itself order to re-set and/or access information. Absolutely ridiculous.)

Does ANYONE know how to reach an American contact with VM (is that even remotely possible?), or how to get in touch with a Financial Services department with VM? I want to see if there is ANY WAY POSSIBLE I can get a REFUND on at least two of the phone accounts since they are still active but I have not used them in over 2 years, or would they transfer the balances from these two phones to the other phone. Ideally I'd like to be released from all three phones, but I will settle for keeping one with a balance and getting the other two released.

Thanks in advance for any and all help!

Amy, VM customer since 2007
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Terrible Service
Posted by England267 on 03/14/2013
We made the mistake of buying a phone from this totally incompetent company. We were unable to activate the phone using their website so we contacted their customer service people for assistance. They were unable to activate the phone either, so after nearly an hour on the phone listening to their lame excuses, we told them we wanted to cancel our service and return the phone. That was when hell began for us. Numerous calls, hours of waiting, rude comments, deliberate disconnections to avoid talking to us, and lying (they said the had cancelled our service TWICE, but when we called back to confirm the cancellation we found they had not only NOT cancelled the service, they had billed us double!!!! Do not buy anything from this criminal Enterprise.
     
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Posted by sisbreide472741 on 2013-08-14:
I am on the same "merrygoround" as you. Have been arguing with them since March 31,2013. They blocked a call on March 30, 2013, stating "no funds available" even though I Had $335.15 in my account. "caveat emptor)
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Excessive Cell Phone Billings
Posted by JimNobles on 08/14/2012
WINDSOR,ON -- I visited a virgin mobile cell phone outlet in Windsor, Ontario. I advised the sales person that I had just completed a horrific cell phone cancellation ordeal with rogers telephone and I wanted a simple cell phone with no contract and roaming charges had to be suppressed for five us area codes. The salesman a mr. [Snip] stated virgin mobile could accommodate all of my requests.

He demonstrated a simple cell phone which I felt would meet my needs. The u. S.A. Area codes that I requested suppression of roaming charges were: 326.210.504.248 And 356.

When I got home and opened the cell phone package, I found it was not the cell phone demonstrated to me. This cell phone was complex had gps and all other sorts of programs. I called my salesperson and advised him of my finding. He said, you are a lucky person, in error we gave you a deluxe phone for the limited price we discussed. Stop by the store and I will suppress all the programs you don't desire. I visited the outlet and all programs I did not want were removed, however;they re-appeared 45 days later.

I found the keypad was ultra sensitive and I had difficulty keying in correct data. I was told I would get used to the ultra sensitive screen. I never have.
Unfortunately, my brother passed away in new Orleans, la. I had to make numerous telephone calls to relative and spend three consecutive weeks in new Orleans handling final arrangements for my brother.

When I received my next billing, it was for over $500:00 mostly for roaming charges for the area codes I requested suppression of.

When I called virgin mobile regarding these excessive charges, they said they had no record of my request for suppression. When I tried to contact mr. [Snip], he would never return my call. I am a retired person living on fixed income. This and subsequent charges from virgin mobile exceeded my level of mortgage payments.
I have written virgin mobile @ team@virginmobile. Ca and never received a reply. I asked for immediate cancellation of this account and credit for the excessive roaming charges. I also called virgin mobiles' toll free numbers and left messages for cancellation to no avail. I filed a complaint with the Ottawa telecommunications cell phone division and received no response.

I don't use this phone and continue to get billed $36:00 plus every month. My credit card company advise they must honor monthly billings until a formal cancellation is processed. How can I get formal cancellation when the phone company can ignore my requests and continue to bill me and get paid every month for providing no service.
My cell phone number with virgin mobile is 519-972-4451.

I need help to terminate this awful relationship for which I receive no benefit.


Your assistance is appreciated.

Sincerely, James l. Nobles
I estimate $2,500 in over-billings and unjustified billings
     
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Crooks, plain and simple!
Posted by Iznibz on 12/15/2007
Virgin Mobile refused to refund the unused balance on my account when I closed it. They even had the nerve to ask me if I'd return the phone so that it could be recycled and sold on to another customer.

I agreed, and what remains of my cell phone after I took a hammer to it is now in their possession. These people are crooks, plain and simple.


     
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Posted by Principissa on 2007-12-15:
Don't be shocked when they send you a bill to replace the phone you damaged.
Posted by MRM on 2007-12-15:
The prepaid cards are non-refundable as it states on the card. If you get a new phone, those unused minutes will roll over to your new phone. Virgin Mobile are not crooks. It is the user who doesnt understand how things work as you have demonstrated.
Posted by jktshff1 on 2007-12-15:
FYI: your local center for abused women and children can use the old phones you don't want.
Posted by Starlord on 2007-12-16:
What a dork! The reason they ask you to return the phone to them is so that they can recycle it or contribute it to worthy causes. YOu have shown that you care not for those less fortunate or the environment. You also do not understand that when you have a pay as you go phone such as Virgin, Tracfone, Go phone or the like, you do not get the unused time refunded to you. Learn to read the material that accompanies the item or the card you buy your time with. Grow up!!
Posted by wmstormvet on 2008-04-07:
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!!
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Unfavorable Update!
Posted by Sisbreide472741 on 12/24/2013
Virgin Mobile (VM) is continually harassing me about "adding $ to my acct" to get their service when they still owe me $335.15 which they refuse to refund. They can't even keep track of my acct. or ph.#. This company is NOT to be trusted. I "wrote" off my loss so I wonder why they keep after me. Perhaps they will need to account to the IRS in some way.
     
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Worst Experience With a Business Ever.
Posted by Markinboone on 08/28/2013
I thought AT&T was bad. This is the worst experience I've ever had trying to make a purchase. I tried to place an order on line but their policy - which I've never seen on any other web site - that the shipping and billing address have to be the same. I have a PO Box for my credit card for my security.

Most online stores allow entering both billing and shipping addresses, even if customers want to ship something to their work address, instead of home. I tried chatting with the online technician who kept sending me boilerplate messages before finally saying I'd need to call a number for help. The phone system is the stupidest I have ever encountered. It is set up for existing customers with NO menu item for making a purchase or checking on an existing order. I had to go through every menu item before this was clear and only by continually pressing ####### could I get the system to finally connect to a human being - one who barely speaks English and is only reading a script complete with boilerplate greetings and assurances that he's there to help me. The person I get is a technical support person who can't help me and then has to transfer me to someone to take my order. 36 hours after placing the order I see my credit card has not been charged, so I go on line to track my order.

The web site has no record of my order so I go through the whole ridiculous phone system again and after being put on hold 3 times the script-reader has no information at all on my order and I'm told to call back in a few hours. I ask for the number I'm supposed to call to get directly to someone who can with an order, and I was told I'd have to go through the support menu again. Unbelievable! How do they stay in business? When I was called back after they found my order I cancelled it, was given a cancellation number, but the phone was shipped anyway. It wasn't signed for so I couldn't refuse it at delivery.

It has been a nightmare trying to get the dam thing back and biggest insult is I have to pay for the shipping for a phone that wasn't supposed to be shipped to me anyway. Only masochists should even consider doing any business with Virgin Mobile.
     
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Posted by wowspellswowbackwards on 2013-08-28:
more and more places are putting the same shipping /billing adress rule into effect due to fraud. They have just had too many losses due to fraud and want to protect themselves
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"Theft" and Lies
Posted by Edaneff on 08/21/2013
INTERNET -- How do you spell theft in this electronic world that would be VIRGINmobilUSA. My account was canceled on 6/13/2013. I received no notification of the cancellation via email, despite having received 3 emails in 2013 from them regarding a change in Terms and Conditions.

Two notifications of my changing the credit card associated with the account or postal mail. Below is the list of events. Please note I had used this service since 2004 so when I say their website is held together with chewing gum I mean it.
IO lost track of how many times I could not access the site to change a credit card or other attempts at more mundane tasks.

1.. I was lied to when told it was being escalated - Sally I believe her name was on 8/19/2013 . Glad I didn't give them my grandsons phone number they had said they were going to credit his account with my old balance

2.. Only form of attempting to let me know the account was to be canceled was text message.They know they do not cover the entire USA and

3.. They sent me an email on 4/12 informing me of a change in the terms and conditions.

4.. They sent me an email on 2/6/2014 saying I had added a card to the account.

5.. They sent me an email on 1/31/2013 saying I had added a credit card as well don't get me going about how impossible their website is to add a credit card.

6.. They say my account was not paid by 4/13/2013 and was canceled on 6/13/2013 supposedly I spoke to a supervisor Lilliam, on 08/20/2013, who had called regarding my response to the support case I filed Online prior to my call on the 19th. Silly me I thought they were actually calling back as.

I was told on the 19th. they would be. She refused to pass me up the line so I said goodbye. I guess they are trained to really tick you off because she said "Thank-you for choosing Virgin Mobile" all I did was hang-up
     
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Posted by Susan on 2013-08-21:
I'm failing to see any "theft" described in this post.
Posted by CU on 2013-08-21:
Or lies.
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Virgin Mobile Cell Phone
Posted by Chuckfrank on 06/11/2013
ALL, ALABAMA -- I have had my cell phone for several years and maintain a positive balance. My current balance is $36.90. The company turn off my phone because I refuse to top up and put more money in the account. This company changed my plan inadvertently and refused to allow me to use the phone even though I had money in this account. I can not believe that when I tried to use the phone it said I had no money in the account. This company tried to tell me that I had to pay an addition $20.00 in this account. They must be changing all the cell phone plans or something. I had to cuss and carry on just to get them to turn my phone back. The message said no money in account and if I didn't not top up I would loose my number and any funds in that account. I feel this company serious endangered my life, because if I had an emergency I could not use my cell phone. They are in sensitive to the needs of there customers and don't care one bit. Guess what folks they just don't care. VIRGIN MOBILE SUCKS....AVOID THIS COMPANY!!!!! I hope people will read this warning.

     
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Posted by Susan on 2013-06-11:
Next time, to avoid having to cuss and carry on, review the terms and conditions of your agreement. It appears that with Virgin Mobile (and most pre-paid plans) it doesn't matter how much money you have on your phone you have to add funds at least every 30, 60 or 90 days of your service will be terminated. How long had it been since you had added funds? And I don't think this company seriously endangered your life because it is your responsiblity to keep the phone active.
Posted by andbran on 2013-06-12:
if you do the top up you have to put money in every 90 days. on my virgin mobile i use the monthly plan. my husbands phone is the top up.
Posted by Nohandle on 2013-06-12:
Chuck, I also use Virgin Mobile with the prepaid minutes. I actually top up one a year, although it can be monthly I believe. I seldom use the minutes but it really has come in handy a few times for me. I have a landline I use at home and only use the cell for emergencies or on the road if needed. I don't want to lose my remembered number by letting it lapse either.

If Virgin Mobile is your only/primary means of communication you will have to top up no matter if you have a balance or not when the time comes. Decide what works best for you. No contract OR one you are stuck with a year or two. Under my circumstances Virgin Mobile has worked fine for me.
Posted by Cwazychicken on 2013-06-12:
when i used it i would top up monthly to pay my monthly unlimited 35 dollar a month plan. That counts as a top up and then i dont have any balance. They will shut your phone off after 90 days of no top up...so always use your balance or top up by then..even if its 5 bucks or 10 bucks in top up, it will save it.
Posted by Cwazychicken on 2013-06-12:
perhaps though they have changed the limit to 20 bucks but figure if you get the unlimited 35 dollar plan, you should be set monthly and not have to worry about adding anything else. That planned worked well for me...i never talked, mostly text.
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$55 a Month for Dialup Internet
Posted by Epower925 on 01/23/2013
WARREN, NEW JERSEY -- In the first week of December 2012, I purchased a Ovation MC760 Broadband2Go USB stick for $19.99. On 12/3/12 I received the USB stick. I purchased the $55-5 gig month to month plan. I tried to download a 14 meg file. It took 30 minutes to download the file at an avg speed of 10kb a second. When I surfed the internet I had to reload pages several times before they would load because the broadband device would keep disconnecting. Virgin Mobile advertises this device as 3G broadband. It only delivers dialup speeds. $55 a month for dialup internet is ridiculous. I called that night 12/3/12 at 10:30pm and spoke to Michael. I told him I wanted a full refund. He stated that he would issue a $55 credit immediately. He would also send a postage paid return envelope to return the device. Virgin Mobile would issue a refund by check in 4-6 weeks after receiving the device. I never received my $55 credit. Virgin Mobile never mailed me the postage paid return envelope. I contacted my credit card and they agreed to reverse the two fraudulent charges from Virgin Mobile.

Verizon Wireless is the best wireless carrier. Unfortunately they are also the most expensive. Use Page Plus Cellular which runs on the Verizon network.
     
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Posted by At Your Service on 2013-01-24:
Did your bank reverse the charges permanently? I would bet they got approval through Virgin Mobile, just because I would think there wouldn't be a way they could get away with not paying them.
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Looks Good on the Outside
Posted by Ramsey543 on 12/31/2012
PORTLAND, PENNSYLVANIA -- Virgin Mobile as like Straight Talk offers low cost cell phone plans. The phones they offer are reasonable and fine. The difference however is the network that supports each of these companies.

I had traveled to a small town in CA last Aug. for mother's memorial service. Absolutely NO service for 5 days there.

Then In Sept, to New Orleans, LA. Sketchy service and absolutely NO service at any of the several different airports, including my local just minutes from my home in Portland, OR.

Final straw last week -stranded on the highway where my vehicle lost power just minutes after leaving my house. Sat in freezing cold car for 2 hours. Called roadside service but ultimately had to call for towing. This catastrophic short took out my engines computer but also my new battery. I could not even operate emergency flashers. Fortunately it was daytime, I was not on my 74 mile round trip to or from work at night.

This phone; while fully charged dropped calls, gave me strange messages like '"does not support 3 way calls", not enough funds to make the call (I have auto deduct with them and was fully paid) etc, as I tried to make local calls and calls to the out of state call centers for the roadside assistance. I struggled with this phone the entire time. I don't make a lot of calls. I had to make several that day however for help and family and arrangements regarding the towing. My feeling is I unknowingly put myself in danger by trusting and depending on a product that is unreliable and problematic.

Virgin Mobile is supported by the Sprint Network. For the years I had straight Talk. Unfortunately Best Buy does not carry them. I traveled for my job out of state, locally and to remote small towns in Northern Washington regularly. Even daily I was in different local office buildings, high rises and rural areas and environments as well as airports. I went over the Çoast Range of mountains to the Oregon Coast, and had great reliable service, always. Even out of state on vacation. They were supported by VERIZON. It is all about the CARRIER! Really. And it pays to investigate and see who supports a cell phone before signing up. I cannot wait to go back to Straight Talk or whomever has a RELIABLE and DEPENDABLE carrier. Someday -literally, your life may depend on it. My situation while not quite that dire, was the true and final test of this phone and the service. People need to know that they expect reasonable reliability in a cell phone company. This is my opinion.
     
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Posted by SimonB on 2013-07-21:
It is worth noting that when you make emergency calls with your cell phone (primarily 911) it's not using just supported towers, but any tower on any carrier. You'll never have better service than when making a 911 call.

A cell phone doesn't even have to be activated, and it can make emergency calls. Even if it's carrier blocked,it can make ememergency calls.

So in true life threatening situations, you'll still be ableto call 911 as long as tthere is any cell reception at all around.
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