Virgin Mobile

Star Half star Empty star Empty star Empty star
1.3 out of 5, based on 16 ratings and
39 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
Virgin Mobile Customer Service
Posted by on
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.
     
Read 15 RepliesAdd reply
User Replies:
Alain on 12/18/2011:
Thanks, Piet10! This will be helpful information for other Virgin Mobile customers.
Monica on 11/17/2012:
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.
Marina on 11/26/2012:
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!!!!
JDex on 05/28/2013:
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.
Jenny on 05/28/2013:
I have always had quick and great customer service and I have called plenty if times. Just know exactly what you want.
Sherry from NY on 06/21/2013:
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.
sU on 07/01/2013:
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 couldn't 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 !!!
JG on 07/06/2013:
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.
Ryan on 07/24/2013:
This number will get you straight to a real person really fast 1-855-701-9862
Shirley on 07/25/2013:
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
Edna weber on 07/27/2013:
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.
Steve V. of Brookdale on 07/27/2013:
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.
albert rodriguez on 08/11/2013:
well vmu tech are really nice but most the time takes time to get a good live advisor guys don't be so hard on them
Cecelia on 08/20/2013:
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.
Amy on 09/12/2013:
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
Close commentsAdd reply
StarStarStarEmpty StarEmpty Star
Great monthly Plans, decent internet service, Mediocre/sub par customer service
Posted by on
Rating: 3/51
PLAINFIELD, INDIANA -- Hi everyone, hopefully my review can help anyone thinking about purchasing a phone through Virgin Mobile. I am ACTUALLY currently *returning* one of my phones (iPhone 5S 16GB) so I will have to update this review once the process is complete.

I will make this short & simple. First, my brother who is more "phone savvy" than I recommended Virgin because of their LOW monthly payments (30$ a month for lowest plan when you add a credit card for automatic payments online, and that is with UNLIMITED DATA).

I'm 26 and I'm a power user/internet/video/music guy. So unlimited data or a lot of data is VERY important to me (hence why I returned the 16GB for the 64GB).

1. Ordering the phone online was very simple. You can use Paypal, credit card or debit card. If gives you an option for an additional $12.00 for next day delivery. The only "negative" is that you pay the full price of the phone upfront, which may make some people weary, but in the end you save ~$1000 vs. other 2 year contract from Sprint, or Verizon, or AT&T.
*It should be noted that I purchased the same iPhone 5s 16gb from BestBuy with a Sprint plan, that was 80$ /month with unlimited data (I forgot the amount of minutes it included), but I ended canceling the order after deciding to bite the bullet and spend the $$$ upfront on the Virgin mobile phone, knowing that I would save $$$ in the long -run.

2. The internet service can be dodgy at times. It fluctuates from LTE or 3G or to losing connection. There's been times when the internet literally stops responding. I don't know how common that is on other providers, but, I read some articles about Virgin "throttling" their data for users (setting a "limit" or "cap" on the upload and download speeds). 75% of the time however, the internet is GREAT and works really fast (paired with the fast CPU of the iPhone). Honestly, for 30$ a month does a good job though I will update this as I use the phone further.

3. OK, here is the bad part in my opinion. In the process of *attempting* to return my iPhone under the "14-day" money back guarantee, I found the customer service is REALLY abysmal. No, I didn't get into any arguments with anyone (though I could have, but I used to work in a pharmacy so I tend to be empathetic and realize they may be having a bad day or maybe improperly trained), but, some of the reps are literally LITERALLY clueless. One representative advised me that I could "NOT" return the phone and that I could only do the "buy back option". I tried to explain to her I was still under the 14-day-policy but she didn't understand (Most are Asian too and their English is really atrocious). I had another woman telling me I had to contact the apple store. Finally after a few more phone calls, I got a really great representative who proceeded to process my RMA and transfer me to the technical department.

The girl in the technical department was GREAT, honestly. Amazing girl, I believe her name was "Ngyuen" or "wind" (as she pronounced it). I had an issue trying to get my phone order # for the return and needed to hang up. I was so frustrated that I was going to have to start all over again but she offered to call me back, and guess what, within 10 minutes she called me back.

She processed my return and helped me a lot. So honestly, it's "HIT OR MISS".

I will update once I get my new phone and see how long the return takes to put the funds/$$ back into my account. I heard horror stories about Virgin denying it or it taking months to get back your money, I really hope that doesn't happen to me, but I will update and I hope this helps anyone out.
     
Add reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Excessive Cell Phone Billings
Posted by on
Rating: 1/51
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
     
Add reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Injustice To A Disable Client On Unjust Disconnection
Posted by on
Rating: 1/51
CATASAUQUA, PENNSYLVANIA -- My name is Deanna Ortiz and I am a disable person that is a client of Virgin Mobile, that had always pay on time and around June last year 5 members of my family bought the new android phone that came out, Motorola Triumph 3g, for which we all had had problems from the get go. This hew phone has a value of $300 plus new and all we had had is headaches and to top it all off the company had the policy of sending refurbish phones to replace the malfunctioning phone w, when we are within the year warranty and for which other cell companies like Verizon, AT&T and others, do replace for new ones when they are on the year warranty. My phone was Replace like 4-5 times by December 2011 and this last one I have was malfunctioning again and they refuse to sen me a new one. To top it all off, my phone got disconnected, because they say I never send the old one, when I did, but the say they never receive it. The system they have to send back the phone, is just an envelope for witch is send back to the regular post office way and no receipt to proof it was sent. They supposedly have the tracking number for the post office system, but is only my word, that I send it. If anything, the post office should be responsible for the lost, but they should it put insurance to protect me and themselves. Now they accuse me without any proof and suspend my malfunctioning phone. I am disable and have 3 children and one of them is also disable. I was waiting for them to send me a new phone and now they also told me that they send me another phone before my account was suspended, and that phone never arrived either, but they send this one through FEDEX and they did not request a signature for and expensive phone and again no insurance. This phone is also lost. What kind of responsible company is this for which the parent company is SPRINT? That discriminate against Latin people and disable people, like me, my Mom and my Step dad, Veteran of IRAQI FREEDOM AND RETIRED from the Army after 27 years. The phone has been disconnected for the past 2 weeks and gave them about 3 warnings of 24-48hrs to do something about it and they refused, unless I pay them for the phone that I send and never arrive. What about the money they owe me for the time all the other phones and the one I have have not work? I told them I will hire a lawyer and start a lawsuit for discrimination against a Latin person, a woman and a disable person and a mother of disable son. It is the only phone that I have in case of an emergency. The phone that I send has a serial # of; 268435460404464823; the one disconnected s# is, 268435460405935080. The other phone the supposedly send to replace my disconnected phone is on accounted for or MIA.
     
Read 2 RepliesAdd reply
User Replies:
April on 02/14/2012:
At and t also replaces with a refurbished phone within the one year warranty period. I've worked for them for 8 years now. Fairly certain this is common across the industry.
traceylynn on 02/15/2012:
All these practices are common and I don’t see discrimination anywhere in this complaint. All customers would have had the same issues as far as refurbished/ not receiving mold phone and facing disco with Virgin. They have no way to know you are disabled. Now ( on MRM's advice) I did just purchase that phone. I bought it through a 3rd party though so I don’t have to deal with the hubbub with Virgin. They also sell phones in Target, Meijers, Walmart, and most major retailers. Amazon is an excellent place to find them as well. I will say that phone is a full fledge internet phone and it can get a virus/Trojan. I would try downloading some anti-virus software like Dr. Web ( they have a light version that is free) to see if that fixes the issues. Everyone else I have spoken to about it says they love the phone, I am hoping I have the same to say ( it gets here Saturday). When it does I will write a review ( my 1st!)
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Worst Experience With a Business Ever.
Posted by on
Rating: 1/51
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.
     
Read 1 RepliesAdd reply
User Replies:
wowspellswowbackwards on 08/28/2013:
more and more places are putting the same shipping /billing address rule into effect due to fraud. They have just had too many losses due to fraud and want to protect themselves
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
"Theft" and Lies
Posted by on
Rating: 1/51
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
     
Read 2 RepliesAdd reply
User Replies:
Susan on 08/21/2013:
I'm failing to see any "theft" described in this post.
CU on 08/21/2013:
Or lies.
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Terrible Service
Posted by on
Rating: 1/51
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 that 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.
     
Read 1 RepliesAdd reply
User Replies:
sisbreide472741 on 08/14/2013:
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)
Close commentsAdd reply
StarEmpty StarEmpty StarEmpty StarEmpty Star
Looks Good on the Outside
Posted by on
Rating: 1/51
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.
     
Read 1 RepliesAdd reply
User Replies:
SimonB on 07/21/2013:
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.
Close commentsAdd reply
Worst Cell Company In Canada
Posted by on
Hello ppl! Well they did it again screwed another fairly long term user! So...... takes two months to get a LG bliss phone in for me!

When they do of course the rebates "disappear" and even worse the cost of the phone actually goes up!

So now instead of the 149.00 cad. That I signed up for and took two months to get the darn thing, turns into o well that was then not now! (uh nope not taking that for an answer)

So not letting that go I keep calling diligently to get this remedied, seems easy right, I mean I ordered it when it was happening right, so why should I be punished cause they are incompetent?

Well after the two months of waiting for the phone to come in and a week of waiting for customer service to "OK" what was supposed to be mine anyway (the 50.00 online activation credit)

I do actually get the credit, or rather we will see, they have "promised" to anyway, course they are not exactly trustworthy, as you know by now I'm sure!

So OK fine I go to the kiosk in the mall to purchase the phone that took two months to get!

WELL WELL now the phone has gone up in price instead of the 149.00 cad. I contracted to purchase it, "now" has no online activation credit OK I dealt with that, but now the phone has gained in price as well now going for 179.00

So again back to customer service and another almost week to get back to me!!!

FINALLY they get back to me "woooo" I feel so lucky (NOT)!

They leave a message that they will credit the 50 as per previously mentioned and they will honor the 30 over charge and let me have it for the 149.00 I signed up for 2 months ago!

I am thinking wow OK this almost has a end yay! LOL LOL LOL Ya right again NOT!

So I go to get the phone which is a few citys over, yep a total pain been commuting back and forth and back and.........! So I get there again and find out oh no you don't get it for the price you contracted to buy it for, even though you fought customer service and won, you buy it for 179.00 and we will credit that 30 back to you!

Ohhh I see you want a interest free loan on demand in other words! (hmmm does this seem fair where I do I demand one of these, would they do it for me LMAO) CLOWNS!!!

So called customer service again and they will probably call sometime this week I assume who knows, in the meantime this is costing a wad driving around, I broke down and just bought it and I will bite the 30 I guess just want it to be over right!

So OK I am now "OK'd" to receive the $80 back when I activate it online! (so customer service says!)



So I buy it anyway and activate it, and call 611 when I do get it and activated online as per the instructions given! WELL WELL SCREWED OVER AGAIN!!!! Oh they can't just do it, that will be another week for them to get back to me, to give me my credit of $80 now!!!

The girl has the nerve to tell me oh not to worry just buy a card and that will make it happen faster!!! So now the $80 you screwed me for isn't enough you want more huh???

WELL tell you what, I am writing on the net, and calling BBB whoever will listen, and "WARNING ALL POTENTIAL CUSTOMERS OF VIRGIN MOBILE CANADA"

BE AWARE! They WILL and in my case have....... lied, been ignorant, attempted to outright steal from there customers!!! They do not care at all, hands down the absolute positively worst cell company I have EVER dealt with!

SHAME ON YOU VIRGIN MOBILE CANADA!!!

There biggest mistake was messing with me I will not let this go! I have all the proof of there incompetence to date and am looking to take some of there money now!!! IE: POTENTIAL VICTIMS/CUSTOMERS!!

If anyone has any ideas of how to get a band of us together and fight this crooked company(in my opinion) PLEASE FEEL FREE TO CONTACT ME!!!

Thanks for your time to read this! I REALLY WOULD APPRECIATE ANY HELP or suggestions regarding this matter! Sincerly Todd N damajicmaker@yahoo.com
     
Add reply
Truth About Virgin Mobile
Posted by on
I agree, as I have been a CS representative for Virgin Mobile, however don't 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 anyway, but they try to hype it up like its a gift from Virgin Mobile......crock of crap!!.)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?

Now as I said I haven't worked for these scammers for a while, 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 bullcrap 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
     
Add reply
Top of Page | Next Page >