Virgin Mobile USA
Reviews and Complaints

I applied for a contract in middle 2008 (cant remember the exact date), after waiting a few weeks for the promised delivery of the phone and sim, I cancelled the contract in writing Virgin confirmed this and I never received a phone.

In February 2009 I received a statement for the phone and contract. I contacted Virgin and they promised to sort it out. Since then I received several statements per email promising that this will be sorted out, but keep on receiving statements, I have a list of names of people I spoke to and who promised that this will be sorted out. I have since been handed over to a debt collector and been blacklisted.

Had my phone for over two years and have forgotten vkey; this wasn't a problem before as I'd just buy a 'top up' card and call the serial number in to the customer service number. However they changed their system and now they won't reactivate the phone without the vkey and account number even though the top up goes through.

Tried four times to get a live person on the phone out in the middle of nowhere and killed battery while on the road. Tried again once I returned home and recharged the phone. Some representative with poor English speaking skills was absolutely no help and further would not escalate my problem or tell me who else to contact to either get my phone working again or gather refund on the top up. Virgin mobile just lost a long time customer over their very shoddy customer service. There is apparently no other way to get in touch with someone at this PoS company. F U Virgin Mobile I'll be taking you to small claims court over my outstanding available funds, loss of phone number, and scam phone that I can't use with anyone else.

I restarted my plan as I usally do each month with texting included. Well texting did not show on my phone so I could not receive texting or send texting. I contacted virgin mobile, they said it could take up to 75 hours to fix. No one calls and days later and contacting them regularly they still say they have a work order ticket. 10 days later same problem no texting. Its like paying for service but you dont get it. Was a good company but now problems seem to overide the cheap service. cheap service cheap customer care.

May 11, 2010 I renewed my monthly service of $29.99 on their webpage. The total charged to my debit card/bank account was $32.40. Later the same day Virgin Mobile, unauthorized transaction, drafted my debit card/bank account $34.69 for the same phone account. This caused an overdraft of my bank account so my bank charged me a $35.00 overdraft fee.
May 15, 2010 I spoke with customer service about this. The end result was, they credited $32.40 back to my debit card stating the actual total monthly charge should have been $34.69 and I was to call customer service when the phone account was due in June 2010 and they would honor their mistake and credit my phone account the $35.00 they caused me in overdraft fees.
June 12, 2010. I spent 1 hour 37 minutes trying to get the representative to understand the situation. I don't know if he didn't understand or what. I went over the same this many times.
Their unauthorized draft on my account May 11, 2010, caused an overdraft of my bank account.
My understanding was the payment ONLINE was for my monthly service, therefore there should have never been an additional draft against my account.
All I am trying to do is recover the $35.00 they cost me due to their unauthorized draft of my debit card, bank account.
At this time I have no resolution.
have reprted them to BBB

I had a virgin mobile phone as back up just in case. I rarely used it but always kept money on it. Then I try to use it yesterday and get a message even though I have minutes and money on it I can't use it unless I add 20.00 every so often. Bull**** how can they cut me off when it has money and moinutes and on top of that you can't talk to a live person, are on hold for litterally hours while your minutes tick away. The fcc should shut them down, they are scamming your money away.

Respected sir,

I worked through starpowerz hr pvt ltd in virgin mobile (I) Pvt Ltd in chennai. My F&F is not settle and when I called to starpowerz info team they even told me my check amount when I asked, then they are saying my salary is pending with the client and they are not ready to give written (mail) confirmation. Please help me in getting my salary from starpowerz

I have been an very good customer for Virgin Mobile for over 3 years now. I lost my job a few months ago, and learned of the 'pink slip' program offered by Virgin Mobile through a representative while trying to resolve another issue with my phone service. The rep told me that if I was interested to apply online, which I did immediately upon hanging up with him because the rep told me I had to be enrolled in the program for 60 days before I could submit a claim.
It has been almost 3 months since I signed up for the program and when I called today to get the credit for my phone service, I was told that they have no record of me enrolling in the program. Go figure...

My monthly payment on my cell never went through so I contacted virgin customer service to let them know. The lady said she would fix it and it would go through in an hour. That night I checked my service plan and it said I had 2cents in my account and I was on a 30cents a min plan not the 40 monthly plan that I had pay for. Also my account balance was now only 2cents, so the 40 dollars was gone!I called customer service back and they said it takes 24 hours for the payment to go through so it would be fine the next morning. I checked today (The next morning) and was still on this 30cents a min plan with only 2cents in my account. So I called customer service again and they said a "team" has been asigned to track down my 40 dollars and ive been credited 1 dollar for my troubles!I was told to call back in 24 hours to check on their progress. When I asked to speak to a manager the service agent became nervous and would not put me threw until I became very frustrated and hung up the phone. Onced this is done I am done with virgin mobile the worst company everrrrrrrrrrrrrrrrrrrrrrrrrrrrrrr

My husband purchased a Virgin Mobile phone from Radio Shack. The monthly contract for 24/7 long distance & all calls was approximately $50.00. Our first bill was over $60 & Virgin Mobile advised that Radio Shack made the mistake in billing & gave my husband the wrong contract. In fact we did not have the 24/7 contract that my husband signed up for. We have all of the paper work/contract & have argued endlessly with Virgin Mobile. My husband is a hard working man, 7 days a week & we do not need this stress. We are looking for another cell phone company. Don't buy anything from Virgin Mobile!

I have had a virgin mobile prepaid phone for over a year. The past 2 months I can not receive in comming calls, but I can still call out. I bought a new phone, thinking something was wrong with the old one. I am still not getting any calls. If I do, the voicemails are 2 days late. Virgin Mobile doesn't know why, and all I am told is something about towers. I have alot of minutes that are going down the toilet. Thanks a lot, virgin mobile. I will never buy your products again.

On March 31 I logged into my Virgin mobile account set up for my daughter to pay her bill. The amount due stated $54.95; I paid $55.00. Later on April 1 my daughter asked me what was going on with her phone I told her I did pay the bill and it shouldn't' be anything going on with her account. When I picked her up from school on April 2, she told me that she received a text message saying her account balance was only 39.00 and that her calls are .20 cents per minute.

I called customer service and the young man explained to me that her bill was 59.95 with the texting. I explained that on the page it said total amount due 54.95 so I paid that. He offered to restore 55.00 to her phone account and give me a $5 message pack for the month since I was a valued customer. I was on hold during this process for a while. Satisfied we concluded the call.

April 3, 2010 I was doing some online banking and I discovered that my account was drafted not only for the 55.00 but an additional $60.01. I immediately called customer care and the rep explained that $55 was refunded to my bank account and then a payment of $60.00 was drafted. I told him that the representative DID NOT SAY ANYTHING about drafting my account again. The only thing the rep could say was "I am sorry for the inconvenience" every time I asked a question. I explained to him that it would not have been an issue if I was told my account was going to be drafted again but I wasn't. The only thing he said was "I am sorry for the inconvenience". I asked to speak to a supervisor to find out what can be done about this incident and all he said was this is Anthony, I am sorry about the inconvenience, he reiterated everything I already knew about the account and that it takes 24-72 business hours for the $55 to be refunded. I told him that every month it seems like it’s something with her phone and that I am seriously considering moving to another carrier. Do you know what he said? "I am sorry for the inconvenience Mam" and hung up.
I have worked in customer care before and I understand that there is a script that reps are to follow, but I felt like I was talking to a robot. The representatives appeared not to have mastery of the English language s the only thing they could say is the phrase they knew "I am sorry for the inconvenience". This money that was drafted was part of my grocery budget for the week. If the first rep on April 2 had told me he was going to draft the account again and refund the first payment, I would have expected that.

Like I said before, every month there is a new issue. One month she went without service for 36hours. We talked with customer care that told us to wait four hours. After that still nothing so we were asked to wait another four hours and so on. This continued until we went to our local Radio Shack and the manager there fixed the issue. I know that issues do occur from time to time but this is too frequent.

I have never signed up with Virgin Mobile, nor do I know anyone with this service and yet my credit card has been charged 2 times and I have yet to see my money put back on my credit card. I have talked to representatives 2 times. I was told the first time (2/23) that they have opened an investigation and I should hear something from someone in 72 hrs. That never happened. When I called back on 3/1 and spoke with another rep. she informed me that there was nothing that could be done since an investigation has already been opened. She also said that she put in a request for tech support to call me and that has never happened and it is now 3/24! My credit card was charged TWICE in the amount of $74.90 and I am not going to allow someone to get a "free ride" off of me! I would appreciate a call back, my money put back into my account before this goes any further. I do have names, dates, departments and conversations filed for my record!

My daughter had a Virgin Mobile Pay as You Go Phone and had unlimited service- txt & minutes for $66.40 per month. On Feb 8, 2010 we took the phone back to Best Buy-under the extended warranty- because she had alot of problems w. it. We were told by Best Buy employee that the phone would be cancelled w/i hours and that we need not do anything ourselves. Just to be safe the next day -Feb. 10- I tried logging onto Virgin Mobiles online account to make sure the account was indeed cancelled. It stated the account was inactive. Mind you this is the account where she always paid her bill and we had used it for 1 yr prior to this w/o any problems. So I receive my credit card bill in March only to find that Virgin Mobile charged $66.40 on Feb. 13, 2010 for the monthly service fee. I called them 2 x's and both times they stated they would call back. The third time I called they told me that although the service was not used and was cancelled that they couldn't refund the $66.40 because there wasn't an active account number to credit it too or from. I couldn't beleive it. Yet they had no problems charging my credit card when the phone had been cancelled. I even asked them to just credit the amount to my sons Virgin Mobile cell phone but that was not possible either. Virgin Mobile is pretty much the only cell phone co. I have ever had problems w. that couldn't be resolved. BTW the number was [protected]. They are a consumers worst nightmare.

I signed up for the $49.99 monthly no contract unlimited cell phone service. I purchased the phone and signed up for service on the website. I linked the plan to my credit card to be billed monthly. Of course the first month was charged and paid. The next month without warning the phone was cut off completely. I spent more than 35 mins going through their automated "ALEX" system to finally get a live rep. I explained the problem and the rep took my information of my credit card again and the charge was made. I inquired whether I would have to call every month to do this and was assured that would not be the case. Needless to say this month once again the phone was abruptly terminated. The response from customer service was, " the system says their is no money on the card". This is a credit card not a debit card. It does not maintain a balance. Despite having sufficient contact info from me Virgin Mobile made no effort to contact me prior to terminating service. That is wreckless since a phone is a lifeline. It has no incoming or outgoing service. Next, regular unsecured credit cards don't have balances on them and never will. If you don't want to accept them then only take debits. When you keep terminating service Virgin Mobile treats good paying customers as though they are deadbeats. I am cancelling service and hope this post gets read by anyone considering Virgin Mobile service. They also fail miserably to offer a direct line around that automated nonsense meaning and added time investment to fix their errors. I do not recommend them.

I was incorrectly charged by Virgin Mobile USA in September, October and November 2009. 3 erroneous charges. I called their help line in November 2009 and after a very long and drawn out phone call, was told that the errors would be corrected. 1 charge was reversed at the end of November 2009. After seeing that 2 erroneous and unauthorized charges remained on my account, I called again in December, and again spent an inordinate amount of time and energy explaining their mistakes and requesting reimbursement.

I have been exchanging hideous and upsetting emails with this scamming and morally reprehensible firm since Jan. 5, 2010. when I realized that again, despite assurances from the "help" line in mid December 2009, the unauthorized charges have not been reversed.

The heinous and deplorable team at Virgin Mobile USA are now telling me that I filed my complaint too late, and are not counting the 2 long distance calls I made in November and December 2009. They tell me there is nothing they can do for me.

This is fraud, this is Theft and this is disgusting and wrong. I want my money back, and I want an apology for all the crap and drama they have put me through. Cheating your customers? refusing to take responsibility and correct your errors? Deplorable.

I have been a virgin mobile user for about seven years now. i have bought virgin mobile pre paid top up cards at cvs many times. i never had a single problem, and then it happened. i bought a new cvs virgin mobile recharge card on monday december 22, 2008. i tried to add the time to my phone only to get a message from virgin mobile that the card was out of date and not valid. and then virgin mobile refused to add the twenty dollars to my phone. after several phone calls to virgin mobile i was told to return to cvs and have the store fax a copy of the receipt to them. i went back to the cvs where i bought the card the store manager and the shift manager went out of their way to do just what virgin mobile ask of them. cvs can be proud of these men. they know what customer service is. i saw them fax the receipt myself. yet virgin claims they never did, the manager sent it again, virgin mobile says we did not send it. yesterday was christmas day, i didnt get to call my mother, as i dont have any time on my phone. today is december 26 2008 and still no time. my mother went out and bought another top up card and put time on my phone so she could call me today. but i am yet to see the time i have already paid for. shame on you virgin mobile for using cvs to rip people off. i will return to my cvs store but it will to be to buy prepaid cards for a tracphone.

Hi all

This is the complaint i've had to resort to with virgin mobile after they failed to answer any of my questions or resolve them over the phone time and time again.
I forwarded this to the office of telecommunications ombudsman who have advised me to complain.

This is the third time I am sending this email so sort it out now! Please note that a copy of this has been sent to http://www.Consumerdirect. Gov. Uk / and I with not withdraw it until this matter has been resolved. Urgent I am very dissatisfied with the service I have received so far!I called up 2 weeks ago to upgrade from pay as you go to pay monthly, and I opted for the htc hd2 on & atilde;‚â£30 a month 24 month contract. I received the phone on saturday 9th january only to find that when I put my sim card in, it hadn't changed over to pay monthly. Even though I received all the paper work with the phone confirming that I should!I have since that date topped up several times to be able to use my new phone. I would like a full refund of the money I have topped up with in order to use my phone asap! As of 21st january I have now topped up with & acirc;£40 I want a full refund! I am happy with the phone itself and would like to keep it, but I want my pay monthly contract sorted! In the last week I also received my ebill for & atilde;‚â£30 for my new contract - which I have not actually yet been able to use! I would also like to be compensated for the time I have not been able to utilise this new contract. Another issue is, back in november I asked for a new phone and I didnã¢â‚¬â„¢t like it so I called up so I could send it back and cancelled the contract - for some reason I was given a new number - ([protected]) this number still appears in my accounts and I still receive bills for it to my email even though I don't have that sim or phone or contract! I had asked for this to be sorted but it still has not happened. Please remove the other number from my account immediately! Also every time I called 789 to speak to someone, it said that I had dialled an incorrect number! Please sort this out as your so called "excellent customer service" seems to be on a path to being rubbish! The far and few times that I did get through I was told your systems were down or I was put on hold and left, or transferred to a department who were unable to assist me at all and told to call back later! I want a written confirmation of everything you are going to do to rectify all these problems with dates of when you are going to get this done by.

Phone is under warranty, needed repair but I have to pay for repair. On 24 November 2009 my husband and I went to Menlyn shopping centre. We've done some shopping and the phone was in my husband's cellphone pouch (attached to his belt on his pants). We went to eat at a restuarant and my husband wanted to phone my daughter. When he took out the cellphone, the screen had a big black spot on. The cellphone still worked but you could not see who was phoning or who you want to phone. I've immediately studied the contract and saw that the contract only expire on 3/10/2010 and that it is indicated that the phone is under a 24 month warranty. On 25 Novmeber 2009 my husband took the phone to Virgin mobile kiosk inside musica centurion and they gave him a sick (repair) form. The lady said that it will take 21 days to repair. On 9 December 2009 my husband phoned to enquiry what is happening and the lady said she will phone him back, which she never did (a lady called Jane). On 10 December 2009 my husband phoned again and a person called Flow informed my husband that he has to pay R 465.00 because he physically damaged the phone. I was absolutely shocked because now I have to pay for damaged that was not caused by me but by poor quality products. The phone is still under warranty and is only 13 months old. I phoned Virgin mobile head office and spoke to the repair department after holding for 30 minutes. I've explained my problem and the lady was very unfriendly and unhelpful. She said that the repair report indicated physical damaged (very easy option by blaming the client. I've asked her if this can be proofed and she said that she can log a complaint on the system and that proof will be given that the phone was physically damaged by us but I have to pay for the report. I've said to her that I will go to the newspaper and take them to court as their service is pathetic and blame us for something that was not done by us. I've asked her to put me through to her manager and she said that I will have to wait for 30 minutes to speak to him and I've said that is fine, I will wait. After a long time I've put down the phone and phone the switchboard and requested to speak to a manager and I was put through to Claudia Pienaar (executive resolution department) which were also unable to help me. I ended up again at the repair department. I've explained my situation again and the lady said that I have no choice than to pay the damaged as my warranty has now been voided due to the physical damaged. I've told her that she can take the phone and stick it up her backside because I am FED UP with bad client service. You pay thousands of rands for cellphones and the quality is poor, leaving you with hundreds rands of damaged that wasn't even your fault. The lady said that if I do not pay the damage the phone will be sold and I've said she is welcome to do so. I have 2 contracts with Virgin mobile and if I thought that the service will this pathetic I would've think twice before I took out the contracts. I will gladly take this matter further because I know that my cellphone was not damaged by me and that it is the easiest option to make money by blaming the client and let him pay. I am sorry but I will not pay for something that was not caused by me. After my 2 contracts expire, I will NOT make use of Virgin mobile's service. The service is pathetic and the staff is incompetent and unable to help me. I will tell everyone that crosses my path about Virgin mobile's pathetic service and I will try to convince as many people as possible to think twice before taking out a contract with Virgin mobile because they may end up like me paying for a cellphone but not having the pleasure to use it. I am sorry and repeat sorry I will not pay for the repair as it was not damaged caused by me. The phone can stay there for ever but be sure of losing a client next year 2010 and the year thereafter in 2011

Bewarfe of virgin mobile. You will pay the $49.99 for the unlimited and receive a text saying you are topped up for the next month, then vm will take you off the plan and say you owe $53 more because your acctount was short 5 cents! You will not get help with the over seas people at customer service. They will leave you on hold and not come back if you call to complain. It is not worth it. Go to another company that treats you with respect. Mke vm go under for unfair business practices. Complain complain complain.

Boycott all sponsors! Virgn mobile is a scam!

I have been trying to get two cell phones Virgin Mobile Phones connected they are in my name they have all of the information and I have talked to Customer Service, Rep over the telephone, over the internet which took some time due to the fact that the only way you get through is to have an activated phone? Duh! The whole call is about activating a phone . I have two phones bought two $20.oo phone cards which one I was told is no longer any good it is attached to the phone and because I have not been able to use it there is nothing they can do I complained so thy gave me 75 minutes on the telephone which they said is repaired and ready to go along with the one $20.00 calling card. Still no activated telephone . I also talked to Ben at Technical Support who assured me the phone was activated connected et. and it is not.
The telephone still says ERROR Net Work is down Please try later that is all it has said for over one month even with all of the supposedly help I was given a new number and it was now suppose to work. It still does not work . Also with the new number when i called the new phone number from a land line in Baltimore Maryland where I live the message came on and said you need to dial a one first in front of this number ?