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Virgin Mobile Canada: Misleading Advertising And Charging For Non-Delivered Service
Posted by on
TORONTO, CANADA -- I would like to share my recent experience with Virgin Mobile Canada and am wondering if there are other people who subscribed to their service during their Christmas promotion which promotes $20 + $15 activation credit.

My full message which was left unanswered is included bellow. Some details masked for privacy reasons.

Dear Sir/Madam,

This is **** ********. On 23 of December 2009 I have placed an order
(Order No. C018607148 dated 23 of December 2008) on your website
www.virginmobile.ca paying for a new mobile phone LG 150 and a top-up of
$10 for a prepaid plan. According to the advertisement placed on your
website www.virginmobile.ca about the $20+$15 activation credit, the
amount of my balance is expected to be $10+$35=$45. However after
receiving my phone my balance was $10+$20=$30. After a numerous phone
calls with your customer service representatives (some of them are
*****, contacted on 31 of December 2008, and ******, contacted on 2 of
January 2009) and the supervisor ***, contacted on 2 of January 2009, I
were not provided with the service ordered as advertised (for detailed
information about this incident please check the recorded phone calls
from my number 647-521-1840 to your customer service). As a result of
that I had no choice, but to cancel the service and contacting you with
a claim for a full refund of my payments regarding this purchase as follows:

1. MasterCard transaction for $11.30 dated 23 of December 2008

and

2. MasterCard transaction for $33.89 dated 23 of December 2008

I appreciate your timely answer and please be advised that in case my
claim is not respected timely and in full, I will have no choice, but to
consider your actions/non-actions as an intentional misleading
advertising and unfair/fraudulent commercial practice and will have to
report this case to the following third party authorities:

1. The MasterCard department of BMO as a issuer of my credit card
regarding the non-rendered service according to the promised advertisement

2. The Commissioner for Complaints for Telecommunications Services Inc.
(CCTS) regarding the non-rendered service, misleading advertising and
unfair commercial practices

3. The Canadian Radio-Television and Telecommunications Commission
(CRTC) regarding the non-rendered service, misleading advertising and
unfair commercial practices

4. The Competition Bureau regarding the misleading advertising and
unfair competition practices

I believe you will take the proper actions to resolve this case in fair
and the easier for both parties manner or I will proceed as advised.
     
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User Replies:
dan gordon on 02/04/2009:
I'm sorry but your complaint is very difficult to read. Instead of trying to sound like a lawyer simply state what is wrong with the bill vs what they advertised. I found it very hard to read.
MN on 02/04/2009:
Dan, the problem in short. They advertised a prepaid phone which comes with a $35 free credit ($20 for online activation before Feb 1, 2009, and another $15 if the phone is purchased online) and I also topped up my account with an initial deposit of $10. I have never received the total credit of $45.
Anonymous on 02/04/2009:
Gotcha. Thanks for coming back to clear that up.
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Unfavorable Update!
Posted by on
Rating: 1/51
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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Now: "Virginangels"
Posted by on
Rating: 1/51
Virgin Mobile has concocted an entity named "VirginAngels" who allegedly promise to intercede on consumer's behalf. They have no "clout" though. They promise to refund your money and ask for your address so they can mail you a check. Then their supervisor cancels their action. In other words, Virgin Mobile (Sprint) apparently asks Virginangels to lie to the customers to placate them (for awhile). Asking subordinates to "lie" to consumers is appalling. Virgin Mobile/Sprint still owes me $335.15.
     
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Horrible Customer Service
Posted by on
Rating: 1/51
ATLANTA, GEORGIA -- Bought and iPhone 4 for Virgin mobile cellular service a month ago. The phone works but the 3g cellular data service is terribly slow. Called customer (no) service 8 times in 4 weeks. All their call centers are in Mexico or the Philippines. Service reps had no idea how to troubleshoot the device. I finally gave up and asked for an RMA. Their response, please call back in 2 hours. Our systems are down. Unbelievable! Finally got my RMA to send the phone back. I plan on switching phone service tomorrow. Avoid Virgin Mobile!
     
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User Replies:
ticia232 on 08/07/2012:
How many times did you try to call? Was this your first time calling? I only ask because if this was your first time calling then perhaps their system WAS down and they were waiting for it to be fixed. Also they wouldn't have the ability to troubleshoot the phone if the system was down.

Also why is it "Unbelievable" that a computer can go down? They aren't flawless.
MRM on 08/07/2012:
If you're going to switch carriers, then that's an expensive paperweight you're holding ($600 for iPhone) I would make sure that phone is near a window and there are peak hours where data can be slow at.
bonniemcalvin on 08/17/2012:
MRM: You're not doing anything to combat my perception of Virgin Mobile as a manipulative company. [If you're going to switch carriers, then that's an expensive paperweight you're holding ($600 for iPhone)] If you work for the company, maybe they should pay you to take a class.
sisbreide472741 on 08/14/2013:
Virgin Mobile is a company based on lies to consumers. I actually believe they intentionally use non-English speaking employees to stumble through a conversation/email writing, to decieve and prolong remedial action for the consumer.
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Does Not Work in Adams WI
Posted by on
Went to Adams WI it is 24 miles north of Wis Dells WI on vacation with family for 4 days. Could not receive any phone service at all. Cheap but what good is it was going to throw in Wis river. I have emailed Virgin mobile 3 days ago with no reply from them paid till 28th after that get rid of and get real phone.
     
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Anonymous on 07/05/2011:
Please take a moment to reconsider throwing the baby out with the bathwater. Many rural or minimally inhabited areas lack a signal or have very weak reception, these are known as dead zones. There are several factors that could affect service in your situation, not the least of which are no nearby towers and obstructions such as trees and foliage. This is a location issue.
jktshff1 on 07/05/2011:
What ript said. Just check out your providers coverage area before you change.
MRM on 07/05/2011:
Agreed with the above comments. Otherwise, Virgin Mobile is the best pre-paid carrier with cheap plan rates! I recently took a trip to the Blue Ridge Parkaway in NC and the Virgin Mobile service works great up there!
BEJ on 07/05/2011:
It may have been the coverage area instead of the phone. Previously had Cingular--had to switch to Verizon as they were the only company that had coverage where we liked to camp. Needed to have phone access.
bella1234 on 07/05/2011:
went on vacation do not live there
MRM on 07/05/2011:
C'mon, Bella! Give Virgin Mobile a second chance! On July 19th, Virgin Mobile will be releasing a new Android phone and you betcha I'll be getting my grubby hands on one!
bella1234 on 07/05/2011:
to mrm what good is it if it does not work
Ponie on 07/05/2011:
Guess the phone would be in the same category as Karls Cabins, right?
Anonymous on 07/05/2011:
great review.. very helpful
Ponie on 07/05/2011:
Just re-read this post. It's written as a compliment.
bella1234 on 07/10/2011:
woman called me from Virgin Mobile could not even speak English get new phone July 11th going back up to dells going in the river like said I would do piece of junk
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Don't use this Company
Posted by on
CALIFORNIA -- After spending all morning trying to fix shutdown of my service, I finally got through to Technical Support.

No texting or phone service for 3 days. I called my cellular line and was told that me "the customer not available at this time".

My billing was up to date. Indeed I had paid my bill 6 days ago.

Technical Support fixed it, but cause of billing problem and outage not fixed. I had to top up, which I have never had to do before.

I am leaving this stupid company
     
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Alain on 05/19/2011:
What was the cause of the billing and service problem?
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ROB!!!!!!
Posted by on
WARREN, NEW JERSEY -- I've being laugh at smirked, told try and get your money. This by the retailer for V. M. I've being told by Virgin Mobile since 7/23/2010. return unit B2GO for a refund I paid $110.I was told by the retailer that the unit will work if Sprint does. well Sprint, Motorola, and any other company works great. except Virgin Mobile the only way that the unit works is if I go the kitchen and hang out the window, I may get on bar but it drops the connection. I. was sent a check for $20.Great that' service only where's the rest? $90 Also now they claim they have no acct# for me. after getting four confirmation numbers!!!Here we are five months and five sets of 4to6 weeks later and no sign of resolving this. "I've being ROB!!!" sir you are no" Virgin" thank you. P. S.THANK YOU MY 3CENT. COM for listening.
     
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dan gordon on 11/24/2010:
I don't know of any carrie rthat will guarantee service at your specific home. How are you being robbed?
Anonymous on 11/24/2010:
I have no idea what this complaint is even about.
Anonymous on 11/24/2010:
It's about poor phone reception basically.

The only phone that will get a reception throughout my Mom's house when I visit is Sprint.
Not much they can do.
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Do Not Choose Virgin Mobile As Your Provider
Posted by on
Virgin Mobile without a doubt has the worst customer service of any company in existence. Getting through their idiotic voice recorded phone system is enough you make you want to throw yourself out a window, once you actually get to a real advisor you are numb with frustration. I’ve yet to speak to anyone at Virgin Mobile with a brain, and getting your issues resolved [or even getting them to understand your issues] is impossible.

I’ve not been able to use my phone for over two months, it is set on auto top-up and an active credit card is attached to my account, however my phone will not top-up and I have absolutely no service.

I’ve had the perseverance to call them 4 times (that took every ounce of patience I have!) And I’ve emailed their customer service dept. 7 times. Guess what? Nothing is resolved. NO ONE EVER CALLS YOU BACK, OR EMAILS YOU BACK, OR GETS BACK WITH YOU AT ALL!

Today I called and after explaining 15 ways to Sunday to the unhelpful person on the phone, I was placed on hold for 20 minutes and then disconnected.

There are MANY cell phone companies out there – DO NOT CHOOSE VIRGIN MOBILE AS YOUR PROVIDER.
     
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Fufu487 on 09/22/2010:
"DO NOT CHOOSE VIRGIN MOBILE AS YOUR PROVIDER - UNLESS YOU ARE SUICIDAL!"

That comment is ignorant and uneducated. Is it really appropriate to be comparing a customer service experience to suicide??
jktshff1 on 09/22/2010:
From one who has had family members and friends commit suicide, your title is completely inappropriate, and I ain't easily offended.
Cecelia on 08/16/2013:
Although you wrote this 3 yrs ago, I also going through same as you with VM. I thought your comments descriptive of your feelings and I relate completely.
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Double Billing
Posted by on
I purchased a 1000 text package and was billed 2 times for it. I called customer service and was told that it was because they were having issues with their website and I would be refunded within 3-5 days. I was also given 50 bonus minutes and they would put $5.00 on the phone for the mistake. When they still had not issued the refund almost 2 weeks later, I filed a dispute with Paypal and was issued a refund. I guess this made VM mad because they suspended my service. I called and asked why and was told it was because of the "chargeback" and that I would have to send them the email from Paypal that stated I got the money back and then they would "look into it" and re-activate my service in 24-72 hours. I repeatedly asked for a supervisor and was NEVER given one. They also informed me that I used all 1000 texts in just a matter of days and they were NOW charging me. 15 cents per text. If the account was suspended, how were the texts going out and why was I charged for them? I don't understand it. I didn't use that many texts and so I have purchased a NET 10 phone and will never use Virgin Mobile ever again.
     
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Virgin Mobile Charges Credit Card On Cancelled Phone Account 3 Months Later
Posted by on
I cancelled a cell phone account my daughter would no longer be using in March. I notice on my bank statement at the end of July that they charged my credit card in June and July. They refuse to give a refund, have added fake text usage and cell phone usage the day I complained on the account that suddenly became active 3 months after it was cancelled. They say it is now my fault. It is impossible to understand anyone I talked to and impossible to complain to someone face to face since there are no retail centers in the United States that I'm aware of. To make me even more suspicious, on the cell phone I have kept active, they take 15 cents out every single day at 3:15 A.M. I wonder where all that money goes?

Imagine that multiplied by millions of customers. I wish I was that wealthy. I have no idea what to do at this point.

     
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andbran on 09/08/2009:
I have been using Virgin Mobile for 7 years. but I use the cards. never had any problems with them
MzDLBrand on 09/21/2009:
I used VM from 2003 to the beginning of 2009, the first few years were perfect. No problems or complications, but once VM started getting more business and more recognition, things swiftly went downhill. The will overcharge you and when you call to speak to someone it takes forever and they hang up on you. I honestly don't know why they are still in business. For me, I stayed because I liked having a monthly service, without the contract.
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