Virgin Mobile USA reviews and complaints 1
View all 233 complaintsVirgin Mobile USA - constant problems with cust serv, web site, devices
I am pasting in a part of the complaint letter I sent to
Virgin Mobile,
10 Independence Blvd.
Warren, NJ 07059
United States
Phone: [protected]
Attention CEO Robert Johnson
LET'S FLOOD THIS GUY WITH LETTERS!
I purchased three Virgin Mobile devices and accounts about 12/1/2010. I have had far too much trouble with all three accounts since the day they were purchased. I assumed that in time things would work themselves out, but this has not happened. I sit here tonight, Sunday, February 06, 2011, chewing my knuckles, because I am at this moment having trouble with TWO of these accounts.
The 5995 phone became unworkable, and I have received a replacement phone. I attempted to swap it earlier this evening, but was not allowed to do so. I received a message that there was a ‘problem, ’ and I should call customer service, which is closed until 4AM Monday. I had done nothing more than enter the new serial number—correctly, twice—and pressed next. What did I do wrong?
A bit later in the evening my browser displayed the top-up screen, but when I tried to top-up I was told there was a problem with my credit card, and I should call customer service, which, of course, is not available for about another 36 hours. I called the credit card company at once, but there is absolutely nothing wrong with my account. What did I do wrong? Tomorrow I will go out and look for a top-up card, but they are hard to find where I live.
The 5996 phone has been a problem from the day I bought it! It wouldn’t activate. It took several days; many phone calls, and finally three trips to Best Buy to get it activated. They have a secret phone number, it seems, but it still took them about an hour. This phone continues to be an aggravation; It WILL NOT top-up by credit card. I have to buy a top-up card each month.
Your customer service reps, when I reach them, are often uninformed and unhelpful. I solve this problem by hanging up and calling back. If I say I'm having trouble with an accent, I often find myself listening to another laanguage. Real good service!
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I just contacted their customer service about the Assurance Wireless phone I have. The battery will not hold a charge. The customer service representative told me they could send me out a new phone and charger, but I would have to put the old battery from my old phone in the new phone. So, pretty much I will getting a spanking new pretty phone, from which I will have same problems as the old one, because a new battery will not come with the New Phone, this is a huge OXYMORON. Worst part of all this, the customer service representative did not get what I was trying to explain to her. Come on people, wake the hell up. What good is a new phone to me, if I have to use the old battery, which don't work in the first place.
You think you have problems with Virgin Mobile how about this: I purchased a $300.00 which simple will not receive phone calls in my home area which is listed as BEST COVERAGE. also my attempts to make phone calls from this same area is met by repeated dropped calls. Tech support says they will escalate however they never get back to me and close these mutiple trouble tickets without a word. I am stuck with a $300 nice looking paper weight.
I HATE the VM website - without fail it takes at least half an hour to pay my bill. I have to log in 16 times before it opens... ahhhhhhhh! very frustrating