Virgin Mobile USA
Reviews and Complaints

I've been a customer of Virgin Mobile for almost two years now, however that will not continue.
In December of 2014 I paid my bill and a month later I received a text message saying I have used all my data now my speed will slow. This was odd so I gave customer service a call.

The young lady, with customer service, apologized and informed me that this was an issue on their end and said she would restart my data plan and escalate the issue.

The next I received a text message with the same message so I called again and the lady I spoke with said that the lady I spoke to the day prior did not restart my data plan, however she would take care of it. Two days later I receive the same message so I call again, because my data usage has been the same as it was during the almost two years of the service and I have never ran out. I speak to the man and explain it all over again. He states that there is nothing he can do since I have used all of my data. I start to get frustrated because of course he did not listen to a word I said.
He then states that he cannot restart my plan and suggests that I switch cell phone providers. I was also told that my data usage was because I decided to buy a 4G cell phone instead of a regular 3G cell phone. (REALLY)

Fast Forward to January.

I intended to switch cell phone providers, however I did not have enough money to buy a new cell. I pay my bill at 11am on January 12th and on January 13th I get a message stating that I have used up all of my data. I call and the manager I speak with said she was going to restart my service and of course she did not, so when I called back to let them know that my service was still slow the man I speak with tells me that he has no record of my call from the previous day and tells me that since I have used up all of my data that I would need to pay for a new month of service.

I can't deal with this place and their horrible customer service anymore. I would rather be without a phone. They make me wish only land lines existed.

Been A customer for several years. I had to order a new phone as the one I had (for 2 months) got stolen. The replacement they offered was not comparable, but a bottom line phone. So I purchased the HTC Desire 816. 2 days after receiving the phone I noticed they had put it on sale, so I contacted Virgin via email and asked if I could be credited the difference to my account or did I need to send it back as per there 14 day no hassle guarantee return policy. They told me to send the phone back for a full refund and would be sending me a bag to return it in. I waited and waited, no such bag arrived. I contacted Virgin and they informed me they couldn't send the bag as no RMA was issued and the 14 days have expired. I will never spend another dime with this company and the sad thing is I referred several friends and family in the past. No Longer!

I have two mobile phones one acct that is new, the other one that is about two years
Both bills over almost 300 dollars.. I called them both times to tell them for the month period of june to july that many of the phone calls are not mine.
They didn't want to listen..I paid the first bill of 3 hundred because they were going to cut my services..but now with my 2nd phone..they have done it again..calls that are not mine for the same period.

I asked Vodacom customer care East Rand to port my pre paid cell no [protected] to Vodacom from Virgin Mobile on 8th August 2014 they said it would be no problem and I would 'probably" get my air time of R179 transferred as well. After the number was ported to Vodacom I did not get my airtime transferred and I am not able to receive calls or sms s from any MTN cell numbers. I asked Vodacom customer care East Rand about the problem and they said it was not their problem so I asked MTN customer care and they said it was not their problem either so I contacted Virgin Customer care on [protected] from my Telkom Land line on 13th August at 2.39pm and Carol told me it was a Virgin Mobile problem and their technicians would fix it, but it would take about 24 hrs. I called Virgin Mobile customer care again today to find out why its still not fixed and was told by a very abrupt Mandy Mantipha that it is not a Virgin Mobile problem because the number is ported. I would like to know why Virgin Mobile are allowed not to refund my air time and why are they blocking the number from being reached by MTN numbers.

I purchased a Samsung galaxy 3 for $259 on virgin mobiles website. Within days I couldn't hear anyone I was talking to on the phone because it kept breaking up, my text messages failed and I'd have to resend them at least 7 times. I have zero bars but according to them I am in an excellent coverage area. And when I get on the internet it loses the connection after 5 min. I asked for another phone since my NEW one was still under warranty. You know what they sent me back? A USED refurbished phone worth a whole lot less than what I paid for my new phone. I demanded they send me a new phone like the one I sent back. No, I've been told over and over by the script readers in Mexico that they can't send me a brand new phone. However, on the phone when I was activating the "replacement" phone I asked the advisor if it was new and she said yes. When I had the same problems with this phone I was told by the "technical support" guy that it is a new phone and that they take them out of the box and highly test them and send them out. I asked then where is the new box (they sent this phone in a plaine white box with just the phone and battery in bubble wrap. They are the biggest liars ever. I have at least 10 emails from them saying there's an outage and they don't know when it will be fixed, there was an outage and it was fixed on 5/21 (that guys name was Carlos...a supervisor" then I was told that the towers were never out. They string you along and lie. They are pathetic. I would never refer anyone to this phone company. They sell defective phones

Cannot activate new line of service, get this error message:
The activation system is currently not available. Please try again later.

To activate via phone, please call Virgin Mobile At Your Service at [protected].

Will now return my phone back to Best Buy and activate a new Verizon Wireless. Virgin Mobile screwed itself up. I guess they do not want any new customers. Oh well... Hello Verizon!

I was phoned, that is to say actively sold a new upgrade package for my phone around 5/6 months ago. At that time I already knew that I would be moving to Colombia with my girlfriend at the beginning of December for at least 8 months. Therefore, I was concerned about signing up for a new contract because I was told that in order to cancel it I would have to pay the full amount of money for the remainder of the contract, which obviously I was unprepared to do. However, a member of the Virgin mobile staff repeatedly responded to my concern by saying that I would be able to freeze my contract when I leave for Colombia and restart it again on my return. After he assured me that this was the case, I decided to sign up for the new contract, which, I will repeat, was actively sold to me with the understanding that Virgin were updating all their customers with basic contracts.

Now, when I phoned Virgin customer services recently I was told hat I could not freeze my account, and that such a procedure was only carried out for soldiers. When I explained that I was told otherwise when being sold my current package, and that the only
reason I accepted this new package was on the understanding that I could freeze it while I was away, I was told that 'there was nothing they could do'. This is not good enough since I'm not prepared to pay
for my contract while I'm away and not able to use it!

After making the above complaint to Virgin mobile they replied with a letter saying, once again, that there was nothing they can do. I have since tried to call Kris Offlands, who wrote me a reply letter, on three separate occasions only to be told that he is out of the office but will get back in contact with me. He has not yet even had the courtesy to reply to my calls. Don't sign up with Virgin Mobile!

I recently sent my phone to get repaired as it was switching itself off, randomly ringing contacts and the screen was freezing that I couldn't go back to the menu or on anther page. It came back unfixed and when I rang to find out why I was told there was water damage and its not covered under the warranty, also my insurance said they wont cover it unless I paid £70 excess fee and then they will replace the phone. I was gobsmacked as I take care of my phone with a casing and screen protector and don't have it in the bathroom or use it in the rain. After a few phone calls to try and sort it out which didn't happen, I then cancelled my direct debit but still kept the payment in the bank until I get something sorted as I am not happy because Vodafone did exactly the same. I am not paying £70 excess for something that should have been fixed and cant understand how there was water damage. I am looking into this to take it further. Robert

My husband passed away, I contacted Virgin Mobile to let them know, explained I wanted to take over the phone as the number means a great deal to the family, we have had the number for years.
They asked for the Death certificate, Drivers license, and Medicare card from me to be faxed to them, I did so and also with that provided my Birth Certificate and Marriage Certificate to show that I am the person they are speaking to, proof of that.
4 months later, the phone being barred twice during this time and many calls to Virgin, each time asking to speak to my dead husband, I still have not got this sorted. This has to be the worst time of my life and Virgin Mobile just dont get it, they now say they recieved the faxes but not all of it and I have sent them three times, how can you recieve three pages instead of 5, three times please... just so happens its the same pages all the time. Today they say that they have the death certificate, yet last week they sent a nasty letter to my dead husband and tried to tell me today they didnt send it. How much have I got to do to get the customer service to help me, I am so shattered and distraught, I really should not be going through this. Virgin Mobile has a lot to explain..

I now have no phone service thanks to Virgin Mobile. I wanted to upgrade to a smartphone, from their service to the upgraded service. The upgrade failed. The old phone won't work. The new phone won't work. I'm out of luck with a sick mother who is 85 years old living 400 miles away. I will go get another phone tomorrow and do what I can to send this phone back. It may not be the phone but I'll never use Virgin Mobile again.
Basically only deal with Virgin Mobile if you really don't need a phone. If you actually might need one, don't count on it.

I purchased the white samsung galaxy s2 cell phone online from virgin mobile on February 13, 2013. On March the 5th the touchscreen began to freeze up. So I took the battery out to restart the phone. It seemed to work, but then it began again and started to get hot in the process. I would then leave it off for a while. The problem seemed to get better but by the 7th my web was down, no messages were coming in regularly and none of the picture messages were going out. I still have pictures messages in phone that says they are downloading three weeks later. I called virgin mobile on the 8th of March and spoke with them i would recieve a replacement phone within 3 to 5 business days by fed ex. After the fifth day I called virgin mobile and the same thing spoke with live advisor whom said to talk with technical support which I did same thing, would send a replacement phone. I called on the third day and spoke to someone else I told them why keep reseting the phone and still getting the same results a phone that isn't working. I also sent emails regarding the replacement of my phone and all was said was same thing. I even spoke with supervisor who told me i would be receving replacement phone. I called again three d ays later same thing. still no replacement phone. then I called and they told me that no one has placed an order in for a replacement phone and that after checking to reset phone they would send me a replacement phone in 3 to 5 days and I was very angry sent out another email. Called once again and then was told the reason I have not received a replacement phone is because technical support was having problems with their computers it would be seven day and they would investigate the problem. Now they tell me they haven't sent replacement phone because they are out of stock and will send it as soon as they get some in, But they are still selling the white samsung galaxy s2 phone online and yet they are out of stock. It is almost a month and I am still without a phone inwhich I spent almost $300 for. The only thing I can see is that they are running some type of scam for some reason. I have come to the end of my rope with virgin mobile. I really don't understand this at all I have been a customer with them for almost three years and have never had any problems. I guess i should have bought a different type of phone are maybe it is just the phones they sell online.

Approximately 1 month I was not able to access my payment history. I was told that it was due to a computer system upgrade but it would be repaired in a few hours. Today I have checked again and the problem is still there. After 1:11 on the phone with Virgin Mobile the problem is still not resolved and all of the explanations and excuses for the problem are the same as the last time I called.

First of all let me say...I have a landline, I only utilize the cell phone if I am going out since it's good to have if you ever need a phone. I don't have a fancy smart phone just a very basic phone through Virgin Mobile...I've had it for a few months now...and I just add minutes as I need them in minimal increments. The succeeding is the email conversation I have had with their, "customer service" department. At this point I am simply pissed and engaging them on the principle of the matter.

The product type submitted by the user is prepaid.

The subject submitted by the user is Top-Up.

The message submitted by the user is:

I topped up my account and used "Top-Up PIN [protected]" to add an
additional $10 and I do not see that as having been added. Why is that?
I did this on the 18th as a promocode and that was ineffective. I did it
today online under "top up pin" and yet see no reflection on my account.
Please rectify.

Thanks for contacting Virgin Mobile Customer Care.

We confirmed a payment made to your account for $10 with the PIN you
provided. This payment was made on 1/31/2013 and left a total balance of
$18.35 in your account. We do apologize for any misunderstanding this
situation may have caused you.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us from 4am - 9pm PST seven days a week. As a
reminder, please include your Virgin Mobile phone number and PIN on all
replies.

Thanks,

Clell B.
Virgin Mobile At Your Service
www.virginmobileusa.com

I already had the $8.35 on the account the top up was $10 so there is
the $18.35 on the account. The additional bonus of $10 using the code
that was given to me was not applied as it said it would be if I used
the pin before midnight on 01/31/2013. The total that should be on my
account now is $28.35 which would be the amount initially on the account
of $8.25, the top up balance I added of $10 yesterday, and the
additional $10 which the message said would be added if I topped up
utilizing the pin given prior to midnight yesterday. I did as a matter
of fact top up prior to midnight so therefore my account balance should
reflect accordingly the amount of $28.35.

Thanks for contacting Virgin Mobile Customer Care.

We are sorry that you are having problems because of this
misunderstanding.

We have reviewed your account and our records indicate that you had
$4.65 left on your account on 1/18/2013 when you added $10, so your
balance was $14.75.

Since you continued using your phone, your balance went to $8.35 on
1/31/2013 when we added the $10 promo code and your balance was $18.35.
Remember that the PIN [protected] is the promotional air time we
sent to you.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *VM from your
handset). You can reach us 4am - 9pm PST 7 days a week. As a reminder,
please include your Virgin Mobile phone number and PIN on all replies.

Thanks,

Lilliam R.
Virgin Mobile At Your Service
www.virginmobileusa.com

I am hardly daft and I do not see how my balance is only 18.35. If my
balance after 1/18 was 8.35 and I added 10 that is 18.35. By entering
the promo pin it adds an additional 10 to the account. My question is
where is the additional 10 reflected. The math is 8.35 was on already,
10 was added by me in a top up, the combined total would be 18.35 of
what I added. According to the promo an additional 10 would be added if
I topped up with at least 10 myself...10+10=20+8.35+28.35

Thanks for contacting Virgin Mobile Customer Care.

In response to your concern, we have reviewed the account identified
with phone number #######. At this moment there is no promotion
available to be applied.

Our promotions are good for a certain period of time. In this case, the
promotion may be expired. Unfortunately we are not able to apply
promotions that are expired. We apologize for the inconvenience.

If you have another Virgin Mobile account for us to review, please reply
to this message with the phone number and the account PIN to access it.
We will verify whether there is an active promotion in it or not.

If you need additional assistance, feel free to let us know how we can
assist further or contact us at [protected] (or *86 from a Virgin
Mobile handset). You can reach us Monday through Sunday from 4:00 AM -
9:00 PM PST. As a kind reminder, always make sure to include your Virgin
Mobile phone number and PIN on all replies.

Thanks & Best Regards,

Shannon B.
Virgin Mobile At Your Service
www.virginmobileusa.com

After reviewing the proceeding emails you will see that I did the promotion prior to its expiration which will aptly reflect on my account statement as well. I am not asking that an expired promotion be made retroactive for the current date. I am asking that a promotional code used within the time frame prior to its expiration be honored. As it will clearly show on the emails and my account statement the additional $10 promotional offer after penultimate top up was not applied. My account reflects the balance I had on it of $8.35 and my top up of $10, showing the balance of $18.35, that is directly reflecting personally my activity and contributions not promotions of your company. In order to properly reflect the promotion which I used prior to its expiration the account would have an additional $10 reflected therefore, making the balance $28.35.

Now...I am awaiting a response.

I have been trying to cancel my Virgin Mobile account since 11th September 2012. First of all, trying to phone in to one of their call centre numbers: 123 126 or 129 - either it rings once and then just dies on you, or if you finally get through, there is some 'robot' at the end of the line. I requested my account to be cancelled because Virgin Mobile decided to close their Somerset West store and not bother to tell their clients. When I asked what their contingency plan was - I was to go to Canal Walk (40 minutes away!). After thinking that I had successfully requested my contract to be cancelled by phone around 10th September, I got some idiot phoning me to tell me he believes I want to upgrade! I requested the full settlement amount as I wanted to pay up my contract then - they gave me only the price of the handsets (2 phones attached to my contract) - so I asked again - still waiting for that response! On 22nd October I managed to get through and spoke to a Mr Dlamini at collections who calculated what the outstanding settlement was, and I paid it in full, reiterating that I had requested a cancellation over a month prior. He said the numbers would then go onto pre-paid and I could then have Vodacom import my numbers. When Vodacom tried to import my number, they couldn't. It seems now, that only one number has been ported, but my number is allegedly still bound to contract (which I have paid up in totality!). I warned Virgin that if I don't get somewhere with this, I would go to the press, Halo Peter and others so that people are aware of the problems they could face, should they enter into a contract with Virgin Mobile. When you do somehow get through to them, you have to do the necessary security checks which is quite understandable. ... but when you get put through to this person, that department, etc and have to repeat yourself, it is so annoying! Then you usually get cut off. To-day I requested to speak to someone of management status. Conveniently in a 'meeting'! I had to wait almost 10 minutes to be transferred from customer services to cancellations. I have lodged a complaint on their 'getclosure' section - and it takes days for anyone to respond. How can a mobile network not just pick up the phone - someone from management - to call me instead of hiding behind their call centre staff who end up getting the tsunami mood from irate customers? All I want is to conclude my relationship with Virgin Mobile. I think the easiest is just going to be to get another number. My number is personal to me, but flip, I may have to due to pathetic and apathetic attitudes and concrete thinking processes, have to ditch my number in favour of a new one! Enough is enough, seriously, something has to be done because I can't be the only one in this position with the provider. Most likely why their call centre is off line or over-arched with calls.

Recently bought a new iphone 4 with Virgin Mobile. The new phone's 3g data service never worked. I called customer service 8 times in 4 weeks trying to get a resolution to the problem. I was told 4 times someone would call me back with 2 business days. 28 days later, I"m still waiting. Unbelievable. I cannot recommend this company or service. Richard Branson should be ashamed to tie his virgin brand to this poor service. I'm switching providers this week!

I bought a Virgin Mobile MIFI device . The device had a 1 year manufacture warranty. The device broke On July 1, 2012. I called customer service to tell them the device broke. They looked up my account and told me I was still under warranty. They told me I would have to mail the device to them and that they would send a replacement. The next day I received a box through FedEx in the box was an envelope to return the unit. I mailed it to them. Two days later I received a charger for the mifi unit. I called them wondering where my replacement unit was. They tried to tell me there were none in stock. Another week went by I called again. They sent me another charger. I called back and same thing all over again. I have called them 8 times and have spent up to an hour each time in the phone with them. To this day I have yet to get the replacement unit. Fraudulent warranty replacement I am now out of the cost of the original cost of the unit.

I asked them to do credit check on me I had probs with them cause of old bills from Bell I told them it was off my records and they let it go cause it was more then 5 yrs ld they still denied me service I went to a Bll store was approved for 200 credit limit I said see this got it and walked on she was like what the hell? if denied with VM he would be with bell to. anyhow I lol when I left the mall felt good. I prob never will go with VM again after my contract is over. Bell bought VM out a few yrs ago. anyhow I neeed your suggestion should I stay with Bell when my contract is up and renew it or should this be off my records with Vm by time my con is done with Bell?
Thank You

5/31- ordered a new HTC EVO within an hour of the release, assured and guaranteed to recieve it by 6/1
6/1- call ahead for the tracking number, no tracking number available, no phone.
6/2- call for tracking number, no tracking number the order hasn't been submitted.
6/3- call for tracking number, told the phone was out of stock, waiting to be shipped, order was on hold, order was waiting for a charge authorization number *charge shows up on my Credit card, *
6/4- agent "Isaac" promised the phone would be delivered by 6/7 at latest, delivered the charge authorization number by my credit card company, further escalated beyond tech support to back office
6/5- told the order could not be processed or shipped and a new order needed to be processed, $11.99 credit shows up on my Virgin Mobile account, threatened to contact the FTC and a lawyer for fraud and theft
6/6- called virgin Mobile USA Tech Support headquarters in California, call my CC company to attempt to release my funds, was asked if the billing address was correct on the order, called VM back to check the billing address (which was incorrect), attempted to correct the address, requested an order cancellation, called my CC company to email VM for a release of funds form, Called VM and processed a fraud alert for my phone, notified my CC company who E-mailed a release of funds form to the fraud department of VM, VM fraud e-mails me with some dismissive email stating that it wasn't VM fault, I email back stating that my CC company has already contacted them and is awaiting VM to send the completed release form for my $320.99
6/7- VM fraud calls ME to tell ME it isnt going to happen as such, I inform the agent it already is happening and the agent "scolds" me for using a prepaid credit card on my transaction, I inform the agent it is for exact situations as this and it would behoove him to send the return email, agent sends return email with 168 BYTE attachment with a CC to my Email address, there is no data contained in the E-mail.
6/8 01:35 AM- My CC company sends ANOTHER email stating to resend the information because there is no data in the file, awaiting a response.

All of the above took over 30 HOURS on the phone to complete with Virgin Mobile. I have called Mexico, the US, Nicaragua, and the Philippines, I have been cussed out in Spanish, Taglog, and Portuguese by Virgin Mobile agents. I called my CC company and got the authorization code to submit the order, I called and requested the form to release my funds, I have been lied to and defrauded of a guaranteed time of delivery by a Virgin Mobile agent. I have spoken to over 25 different VM agents in the past week and 3 agents for my CC. I have endured wait times in excess of 40 minutes from VM on this issue, and I have requested phone calls to be pulled regarding it. I have been hung up on, badgered, scolded, berated, chastised, talked over, condescended, and subjected to all the robotic lies that the agents are trained to offer. This has been a rather disheartening issue so .. since youve read this, now for the good stuff,

Virgin Mobile Tier 3 tech support in the US: 1.877.600.8065 THIS IS AN ACTUAL VIRGIN MOBILE REPRESENTATIVE IN THE USA, NOT A THIRD PARTY COMPANY IN A FOREIGN COUNTRY! Departmental supervisor name JULIANN
Fraud department: [protected]@virginmobileusa.com A DIRECT EMAIL ADDRESS TO VIRGIN MOBILE FRAUD DEPARTMENT, ALSO BASED IN CALIFORNIA.
908.607.4718 The supervisor over the fraud department, his DIRECT line. His name is John, rather rude individual.

I have a mobile phone with Virgin Mobile. I use a credit card to top up the phone each month. My account was due for a Top Up on the 29th of Oct. I tried to top up my account on the 28 th of Oct. I normally top up using my phone to access my account, but this time I could not reach Virgin Mobile, so I tried to use the internet only to find that the web site for Virgin Mobile was not accessible. I was going out of town so I thought that I would be able to get throughto VM by using my phone later. I kept trying from 5:00pm to 12:00am with no success. I tried to get through to Virgin the next day, with no success. I checked my account and found that Virgin Mobile had reduced it to $0.00. I phoned VM and they informed me that I would have to send them an e-mail outlining what happened. Their reply was that they had a system error and they would reinstate the amount of money that was in my account if I would do a top up equal to or greater than the amount that had expired.
I phoned VM and complained again that I thought that their request was unreasonable but they are not out to satisfy their customers even when they are at fault.I feel that they are trying to extort more money from a customer by stating that they will return the funds if I add more money to my account, which I find unacceptable.