Update on my review - I changed the stars to one f...

Update on my review - I changed the stars to one from 4. If you read through my post you will see we were having some issues with customer service and the issue just got worse.

They responded very quickly to my email with requests for information. They wanted the Top Up Card # and pin, which we didn't have since after we used the card we tossed it. Sorry I have enough paperwork to manage without having to save things like this. Besides the service was working so why would I save it.

When I responded that I did not have that information they responded that they could not help us. My respond to them was "Can you provide me with payment history"?. They responded with "Unfortunately we cannot provide you with call history because you are on a prepaid plan and only with a court order can they provide me with that. I replied back that I did not request call history but payment history since when I try to get my payment history I get an error message. The following day I received an email from another department asking me to provide them a screen shot of the error message. So I send them a screen shot. The following day I get an email from another rep asking me to provide exact URL's times and dates of when I received the error message. So I sent them that, with a current snip it still showing the same error. 2 days later I get a missed call with a voice mail from a rep named Jen, said she was calling to go over the issues, she also sent an email asking us to provide them with a date and time we would be available and asked us if we had requested to change our plan (which we had not done). So I emailed her back saying we would be available Tuesday 1/17 in the AM and the phone number to call which was our home # and we would be home during that time. NO SURPRISE - NO CALL! Good By Virgin Mobile I am breaking up with you! I hope the money you took at least bought a child a new pay of shoes!

Below is a copy of an email I just wrote to Virgin mobile USA. 4 Stars only until this is resolved. I will say this is the first issue we have had with virgin mobile so I sincerely hope it is resolved quickly.

Note to Virgin Mobile - Email was written this morning from my account with virgin mobile and included is contact information to respond. Thank you!

Good Morning, We are writing due to an issue with a payment made. We have been a loyal customer for four + years and have always been on top of payments. Recently, due to a travel schedule we purchased and redeemed a top up card, which was on Wednesday January 4th, 2017. We used the card to top up our account which would have provided a paid through date February 3rd. On Monday January 9th there was a message on the phone stating our plan has changed to "the $35 unlimited" My husband called Virgin mobile to find out what was wrong. He was informed there was no record of a payment with a top up card from the 4th or any record of a credit card that would have been on file for payments. The phone was turned off due to "none payment" on Monday the 9th. If there had not been a payment made on the 4th the phone would not have been on from the 4th to the 9th. Today is the first day I am having an opportunity to look into this. When I log into our account, which we have had for four + years there is no record of any payment history. When I try to click on the option to check transaction history of 60+ days I receive an error. I respectfully request 2 things, first a detailed summary of all transactions for the past 4 months starting October 1, 2016 through today January 11, 2017. Second, I request the phone plan be reinstated and turned back on with a new payment due on February 3, 2017. Which is when the top up card purchased and redeemed on January 4th would have provided. Thank you, Julie