VIRGIN MOBILE USA

Star Star Half star Empty star Empty star
2.7 out of 5, based on 3 ratings and
13 reviews & complaints.

Most Popular | Newest | More Options >
More filter options:
Customer service is a joke!
By -

I recently purchased a Slider Sonic from Virgin Mobile. The following is the email correspondence. This would be laughable if it wasn't so common.

Original mail sent by me to VM:

I recently purchased the Kyocera Slider Sonic for my son's b-day (today). Nowhere on your site does it state that the usb cable or the memory card are not included. In fact it states just the opposite in the user's manual and the help that are posted on your site. I must say that this is misleading and aggravating at best. Possibly fraudulent.

The cable is difficult to obtain elsewhere and both the cable and card should be supplied or the purchase price of each should be credited to my account since it was stated to be included with the phone.

Thank you,
Christine

Response that I received:

"ourteam@virginmobileusa.com" Wednesday, October 17, 2007 1:04 PM

Hi Christine,

Thanks for your email -- and for giving us the opportunity to answer your question. We're here to help.

To answer your question: the features of the Slider Sonic have changed; the Transflash expandable memory and USB Cable are no longer included. Sorry for that!

You can place an order for the memory card from one of our retail outlets located nearby to your place or you can also buy it online from any third party website which is selling the Slider Sonic compatible
memory card.

Hope this email was helpful. If you have any other questions or would like more info, please feel free to call us at 1-888-322-1122 (or *VM on your Virgin Mobile phone). We'll be delighted to assist you.

Aidan
Virgin Mobile At Your Service

Email 2 from me:

Your response is not acceptable. I have already received a flippant, could not care less, what do you want me to do about it, response from the girl that I spoke with yesterday when I finally got through the
phone menu to a live person. I realize (now) that the features of the Slider Sonic have changed and that the Transflash expandable memory and USB Cable are no longer included. My point being that you do not disclose this anywhere on your site or at the time of purchase and that I would not have bought the phone had I known this.

This was purchased as a gift. I ran around Monday evening looking for some place to purchase either the card and/or cable. No one (Wal-Mart, Radio Shack, Best Buy, etc) carries these items nor could they direct me to someplace that did. I had to give the child a gift, which he was unable to use most of the features on. He was most disappointed and I was extremely aggravated.

If you are going to direct an unhappy customer to a third party vendor or other location you had best be specific about where and sure that the item is available for purchase. I also did a Google search and was
unable to find any place that offered the items. There were several sites that had Sandisk cards but did not specifically state that they were for use in the phone. Nowhere could I find the cable for sale.
Kyocera does not even offer them for sale at their online store.

I have always recommended Virgin Mobile upon hearing that someone was looking for a new provider but you have dropped the ball on this one. I hope that you can provide a more satisfactory reply to this mail.

Christine

Dumb response # 2:

Hi Christine,

Thanks for your email -- and for giving us the opportunity to answer your question. We're here to help.

My apologies for any inconvenience this has caused and if this was not fully explained to you. Your feedback is very valuable to us and we welcome it. Our service is built around the likes and needs of our
customers; we're always looking for ways to give you more of what you want. We are quite flexible and are constantly looking for ways to improve, so we appreciate you taking the time to contact us.

We will be happy to pass along your feedback to the concerned department.

Further, the Transflash memory card for Slider Sonic is readily available at almost all the stores who sells our products. You can check with Best Buy, Target, WallMart etc.

Alternatively, you can contact the phone manufacturer too any information on this.

If you have any other questions or would like more info, please feel free to call us at 1-888-322-1122 (or *vm on your Virgin Mobile phone). We'll be delighted to assist you.

Laura
Virgin Mobile At Your Service

My last attempt to get an intelligent response:

Obviously no one is taking the time to actually read what I have written or you're just trying to frustrate me into giving up.

The Transflash Memory Card is NOT readily available at almost all the stores that sell your products. If it were I would have purchased one. As I have already stated, I have already been to Walmart, Best Buy,
Etc. They have stated that they do not carry these products.

I have also checked the Kyocera on-line store.

You have actually done nothing to resolve my problem.

Apologies for my inconvenience are not sufficient.

So that there is no further confusion let me spell out for you what the options are at this point.
Please respond with one of the following:

  1. You will provide to me both the card and the cable at no additional charge.
    Or
  2. You will credit the account with the purchase price of these items.

Or
3. You will provide instructions on how to return the phone for a full credit of the purchase price.

If you are not authorized to make this decision please have a supervisor or manager contact me at (xxx) xxx-xxxx, Monday - Friday, between 8:00 am and 5:00 pm.

Thank you,
Christine

Dumb response #3:

Hi Christine,

Thanks for your email... and for giving us the opportunity to answer your question. We're here to help.

We apologize for the inconvenience caused.

The new Slidersonic does not come with a USB cable or a Sandisk memory card.

The USB cable and Sandisk memory card can be purchased from a retail store, and you can inquire with them about the pricing for the card. Please inform them that you would like to use the card with a Slidersonic phone for Virgin Mobile USA.

For more information on our phone models and accessories, please access the below mentioned link on our website. You can also browse through the Help section on our website for more information on frequently asked question.

http://www.virginmobileusa.com/phones/catalog.do;

You can check the availability of a retailer in a particular area on our website; by entering the address, or at least a Zip Code or City/State, at the following link on our website. Please check out with the store to ensure that they have the products you are looking for.

http://www.virginmobileusa.com/utility/prepareFindStores.do

If you feel your situation is not resolved, please give us a call at the below mentioned number, so we can work to clear this up for you.

If you have any other questions or would like more info, please feel free to call us at 1-888-322-1122 (or *VM on your Virgin Mobile phone). We'll be delighted to assist you. Hey, they don't call us Virgin Mobile At Your Service for nothing.

Jeff
Virgin Mobile At Your Service

At this point I again braved their stupid Phone IVR where the Menu voice sounds like it's laughing at you trying to get a live person on the line. Once I did get a live person on the line, she (Adrienne) put me on terminal hold only to come back on the line stating that the USB cable was available for purchase on the web site as an accessory. This was said in a tone meant to make me feel stupid. Needless to say the cable was not not on the site when I originally purchased the phone. They still have not told me exactly which card is needed. I intend to maintain the service with Virgin Mobile only long enough for my son to enjoy the novelty of having his own phone then both of our accounts will be cancelled. I'll be posting this complaint anywhere that it's relevant.

     
Replies
Double Charged Me And Said It Was My Fault
StarEmpty StarEmpty StarEmpty StarEmpty StarBy -
Rating: 1/51

FORT WALTON BEACH, FLORIDA -- I renewed my account today and was DOUBLE CHARGED. I had no idea VIRGINMOBILE did this to me till I got to the grocery store where I was told I didn't have enough money to get what I needed!!!!! I then had to put back food and other stuff. Then I rushed home to check my bank account and saw that VIRGINMOBILEUSA had double charged me. I called them and was told IT WAS MY FAULT~!! I was furious!!!!! I told them to refund my money and told them my bank account could go into a MINUS because of THEIR ERROR and they just kept saying it was MY FAULT and it could take up to 7 days to credit to my account!!!

FURIOUS IS NOT ENOUGH TO SAY HOW MAD I WAS.

I asked to talk to a supervisor and that got me NOWHERE. They then gave me to FINANCIAL and that lady was worse than any of them. She was very CONDESCENDING and could have cared less.

WORST CUSTOMER SERVICE I HAVE EVER ENCOUNTERED.

     
Replies
FRAUD
By -

I HAD PAID $54.19 ON OCT/09/09 ON OCT 21,2009 THEY SUSPENDED MY ACCT AND SAID THAT IT WAS NOT PAID AND THAT THE CREDIT CARD WAS FRAUDENTIY USE AT WHICH TIME THEY SAID THAT I HAD TO ERIT TO FRAUD ALERT@VIRGINMOBILEUSA. COM WHICH I DI 77 TIMES AND THEY NEVER ANSWERED I SENT THEM COPIES OF THE BANK STATEMENT THAT PROVES THAT THEY WERE PAID THEY NEVER ACTIVATED THE PHONE TODAY IS NOV 21,2009 AND I CALLED THEM AND NOW THEY ARE ASKING ME FOR PROOF OF PURCHASE FOR WHICH I BOUGHT THE PHONE DIRECTLY FROM THEM AND THEY SHIPPED THE PHONE TO ME IN 2 DAYS I HAVE REQUESTED THAT THEY REIMBURSE ME THE MONEY THEY HAVE STOLEN FROM ME AND I HAVE NO ANSWER. ALL EFFORTS THAT I HAVE MADE HAVE BEEN FRUITLESS, I HAVE ASKED THEM ALSO FOR THE COST OF THE PHONE CAUSE I CAN NOT USE IT SO WHT WOULD I WANT IT FOR.

     
Replies
Great Customer Service!
StarStarStarStarStarBy -
Rating: 5/51

WARREN, NEW JERSEY -- I recently decided to dump my previous prepaid provider and get a smartphone plan. I researched heavily and discovered that Virgin Mobile not only offered the best service in my area but they had really low priced plans. However, I'd heard mixed reviews about customer service - which is true about any provider.

I decided to give them a shot and I purchased a Samsung Galaxy S3 phone brand new on Amazon. When I got it, I needed to port the number from my old provider before starting service. I went online to the VM website and followed all the steps, but my phone still wouldn't work. I called the customer service line and spoke to Christine, a service rep, and told her the problems I was experiencing. She looked into my account and discovered that the wrong account number for my previous provider was put in. She immediately called my previous provider and started a 3-way conference call. I was able to port my number afterward and the phone worked in less than 10 minutes! I was very impressed with the level of service and professionalism that Virgin Mobile showed. I've had no problems with my phone and I love the service plans they provide. Thanks, VM!

     
Replies
Suspended Service
By -

I am very angry at the fact that, I don't have a phone, due to someone making fraudulent charges on my account by the name of [snip]. I have filed this matter with my bank. So, Virgin Mobile suspends my cell- phone service for someone else's wrong doing. I am pissed that, I'm without service as a result of someone using my bank card to retrieve minutes or what have you. I need to have this suspension lifted, within the hour. I can't afford to wait days for this matter to be resolved.

I have and infant in my care, I need my phone sooner than later. I have paid for to months of service on 02/10/11, in the sum of $122.92. I think that I should have access to my phone.

I don't see why I have to suffer for some else's mishap.

     
Replies
Terrible customer service experience (later remedied)
By -

SEATTLE, WASHINGTON -- An update about resolution of the complaint that appears below:

Following the incident described below, I wrote a letter to the COO of Virgin Mobile USA about the issue. Today I got a call from Erin, the manager I spoke with once before. She remains both nice and helpful. It seems that my complaints have had some effect and that VM policy is not the problem. I had the misfortune of speaking to a customer service rep. with a bad attitude. I'm hoping that the company will make it clear to the reps that they must not abuse the customers. I get the feeling that there will be some effort made to get that message across.

Since Virgin Mobile was responsive in handling my problem, I want to declare them to be back in good graces. My daughter is enjoying her Virgin Mobile phone and I may soon proceed with my original plan to move other cell service to VM.

If you encounter a problem with a bad VM phone rep then just advise them that they would be much better off simply letting you talk to their supervisor than having you make them famous on my3cents.com and escalate the issue to the COO.


Virgin mobile has the absolute worst customer service I have ever encountered. The reps are rude and seem to delight in infuriating customers. My rep, who would identify himself only as "Nathan" refused to provide the information that I was looking for, had a patronizing and insulting attitude, and refused to allow me to speak to his supervisor or to provide any further identification.

I called the Virgin Mobile office in CA and managed to speak to a customer service supervisor called "Erin". She was nice. She looked at the plan information on the Virgin Mobile web page that I originally called about and she agreed that it was completely incorrect. She promised to send the correct description of the plan by email. So far she has not sent it. She also heard my complaint about "Nathan" and she seemed genuinely concerned about his refusal to allow me to speak to a supervisor or to identify himself. Erin said that she would have a word with Nathan. If I actually get the promised email then I'll be more confident that perhaps she'll do that part as well.

Until I see some results from my second call, my comments above stand. Virgin Mobile apparently does not have any respect for their customers and they clearly demonstrate that through their rude "customer service".

If you want decent customer service then avoid Virgin Mobile.

Resolution Update 11/24/2007:

Virgin Mobile responded to my complaint and they are working to correct the problem.

     
Replies
StarStarEmpty StarEmpty StarEmpty StarBy -
Rating: 2/51

GRAND RAPIDS, MICHIGAN -- Tried to send Virgin Mobile an email but couldn't get on their website to try to solve a problem with fraud. I sent them all the information they asked for. The CS representative told me a week later that it would take seven to ten days to work through the information and come up with an answer. I will say later what happened.

     
Replies
Broadband2go
By -

I purchased Virgin Mobiles MC760 thumb drive. They claim you get 800kb per second. This is untrue. My average download rate is 2.5 kb per second and my upload speed is averaging. 5 kb per second. This is way slower then dial up.
I paid for the unlimited and because the speeds are so slow I haven't even come close to using it.

I called their customer service to try to find out what the problem was. First they tried to say that I was not getting a good signal I knew this was not true. So when I told them that was not true they used the excuse that it is because I am using Ubuntu Linux so I tried it on a few Windows machines, I was getting a good signal but it was still very slow. Then they tried to tell me that it was a hardware problem on my computer I proceeded to tell them that I tried it on a bunch of different computers and had the same problem. I also told them I did a loop back test and my hardware was communicating fine with the thumb drive.

I Googled the problem and have found that there are many people having the same problem. I feel Virgin Mobile is being deceptive about the speed and quality of their product. I am surprised someone hasn't filed a class action lawsuit. I have not been able to make any money off the net because the connection is too slow to use Ebay or Craigslist.

     
Replies
Virgin mobile over charging credit and bank accounts for monthly services
By -

I have 2 Virgin Mobile cell phones I bought from my sister n law, when she had them she used her credit card to pay the monthly service, Virgin Mobile repeatedly over charged her bank account for monthly services that we never received !!! Virgin Mobile has suspended the service to both phones and we can't use them because of virgin mobiles screw up!!!!!! I went on the Virgin Mobile site and there's a complaint from October 2009 of the same thing happening to that person as what I just explained... so now I have $200.00 worth of Virgin Mobile cell phones that my kids can not use now due to VIRGIN MOBILE USA ABUSING CUSTOMERS ACCOUNTS...INSTEAD OF THEM FIXING THE PROBLEM THAT THEY CAUSED!!!

I am going to contact the Better Business Bureau to make a report as well....wow thanks Virgin Mobile for screwin over your customers, obviously that's what you do best!!!!

     
Replies
Took money
By -

On 11/12/2010, at 2:02pm Virgin Mobile debit 63.60$, and at 2:06 pm debit another 63.60$, and at 2:10pm they also debit another 63.60$ all in the same day, I've spoken to customer service about the situation and they told me that they didn't have a record of debiting my money.

My credit card company faxed Virgin Mobile a copy of the statement, and It has been now a month later and I have called numeris times and they continue to not resolve this issue I would like for my hard earned money 127.20$ To be placed back on my credit card.

     
Replies
Top of Page | Next Page >