Complaint Review: Virgin Mobile - Tampa Florida

If a person calls VM about credit card charges, it doesn't matter what account it is on, something is done about it IF the person can recite pertinent information about the card such as name on the card, the last 4 numbers, & billing address. The ONLY reason people run into difficulties administering their accounts is because they cannot not recite the vKey. They create the vKey (a 6 to 10 digit number) and are told at the time of activation they will not be able to access the account without it. I cannot think of any reason why a VM Live Adviser would not unregister a customers credit card at the customers request unless that customer could not answer questions that verify ownership of the account. Live Advisers are not given any incentive to keep a credit card registered onto an account, and they are not penalized if they remove (unregister) one. There was, in the past, some incentive to register credit cards, but never a penalty for removing one. So Michele, I think you are leaving out part of your story. Did you forget your vKey?

If a person calls VM about credit card charges, it doesn't matter what account it is on, something is done about it IF the person can recite pertinent information about the card such as name on the card, the last 4 numbers, & billing address. The ONLY reason people run into difficulties administering their accounts is because they cannot not recite the vKey. They create the vKey (a 6 to 10 digit number) and are told at the time of activation they will not be able to access the account without it. I cannot think of any reason why a VM Live Adviser would not unregister a customers credit card at the customers request unless that customer could not answer questions that verify ownership of the account. Live Advisers are not given any incentive to keep a credit card registered onto an account, and they are not penalized if they remove (unregister) one. There was, in the past, some incentive to register credit cards, but never a penalty for removing one. So Michele, I think you are leaving out part of your story. Did you forget your vKey?

When my son realized that Radio Shack had set up his cell phone wrong, when he had requested a "pay as you go" phone, but he was continually getting debited on his card every month..he called Virgin Mobile to tell them it was set up wrong and he wanted to just pay with top up cards, not his debit card. He tried to explain that he didn't request this type of phone service, it was a mistake on the part of the agent...but they refused to change it. Even tho it was overdrawing his bank account every month..they would not do it. He had to cancel his phone. It has cost him hundreds of dollars in nsf charges, because of Virgin Mobile not being willing to even listen to him, and try to assist in helping him to get the service he originally requested. They did NOT care. All they wanted was his money, and they could have cared less if the customer was happy or not! He called several times. He sat on hold forever each time. And when a customer service rep came on the line, they had no interest in hearing what he had to say. It would be nice if in the future, the Virgin would atleast listen, and try to resolve the issues, rather than exacerbate them. Good Riddance to bad business!

When my son realized that Radio Shack had set up his cell phone wrong, when he had requested a "pay as you go" phone, but he was continually getting debited on his card every month..he called Virgin Mobile to tell them it was set up wrong and he wanted to just pay with top up cards, not his debit card. He tried to explain that he didn't request this type of phone service, it was a mistake on the part of the agent...but they refused to change it. Even tho it was overdrawing his bank account every month..they would not do it. He had to cancel his phone. It has cost him hundreds of dollars in nsf charges, because of Virgin Mobile not being willing to even listen to him, and try to assist in helping him to get the service he originally requested. They did NOT care. All they wanted was his money, and they could have cared less if the customer was happy or not! He called several times. He sat on hold forever each time. And when a customer service rep came on the line, they had no interest in hearing what he had to say. It would be nice if in the future, the Virgin would atleast listen, and try to resolve the issues, rather than exacerbate them. Good Riddance to bad business!

When my son realized that Radio Shack had set up his cell phone wrong, when he had requested a "pay as you go" phone, but he was continually getting debited on his card every month..he called Virgin Mobile to tell them it was set up wrong and he wanted to just pay with top up cards, not his debit card. He tried to explain that he didn't request this type of phone service, it was a mistake on the part of the agent...but they refused to change it. Even tho it was overdrawing his bank account every month..they would not do it. He had to cancel his phone. It has cost him hundreds of dollars in nsf charges, because of Virgin Mobile not being willing to even listen to him, and try to assist in helping him to get the service he originally requested. They did NOT care. All they wanted was his money, and they could have cared less if the customer was happy or not! He called several times. He sat on hold forever each time. And when a customer service rep came on the line, they had no interest in hearing what he had to say. It would be nice if in the future, the Virgin would atleast listen, and try to resolve the issues, rather than exacerbate them. Good Riddance to bad business!

He did not need to give his debit card to set up if he had cash to pay for said phone, and he bought top up cards. He was obviously set up for auto-top up, which debits every month for $34.99 and if you start to run low on minutes it will add more money from your card as well. Next time be sure to read all the fine print, as well as ask for explainations from the person trying so hard to sell you the phone before you give out ANY card info.

I have read some of the previous reports on Virgin Mobile phone service. And I read some rebuttals as well. It appears that VM has been dishonest in their business dealings quite regularly. One rebuttal noted that the TOS states that if you don't "top up" within 90 days, your phone is shut off. Well, my son has never even been given even 30 days to "top up" at his disgression, which is the type of pre-pay phone service he requested. They just debit his card at will. Sometimes they "top up" his card 3 consecutive days in a row. Sometimes 5 times a month at $10 a crack. Then after billing $10 one day, they bill him $30 the very next day. With no warning, these things are happening!! I want to know where the business ethics are in that. And if anyone working for VM can be proud of a company that does their customers that way, then you don't know much about honesty. My son works hard for his money, as do we all. And he only uses his phone for emergencies, because he works out of town all week, doing custom carpentry, and only comes home on weekends. He rarely even turns his phone on during the week except to check in or leave a voice mail. How can VM justify the need for so many minutes in a months time?? I still think this company is a scam, and they don't obviously care about their customers. We are waiting for VM to shut off my son's phone, once they see they can't bill the debit card anymore (because it's been cancelled!) and then we plan to inform them that he is getting a Verizon phone...(which is what I have), and I have had no problems going online and adding minutes as I need them. They don't bill my CC unless I authorize it every time!