Virgin Mobile USA Review

Hopefully someone in their corporate office will review all these bad situations and do something about but mostly likely not. I bought a HTC EVO V /3D EVO and it was working fine . It is 4G but the funny thing is the only place I could get 4G at was at my house but that didnt really bother me what more can you expect from a prepaid or no contract service company. Here is the kicker I dropped my phone and cracked the screen called customer service they had another one shipped. I got that phone and cannot activate it. For some reason there seems to be a issue w/ this type of model phone and VM activation service. I have called everyday of the week every time some one says " oh it will be fixed in 48 hrs but no it isnt"Went through two supervisors(at least that is what I was told) still nothing . I haven called corporate yet dont even know if anyone will anwser or care if I call . All I am saying is do not support this company if this is how they treat their customers. I understand that sometimes bad things happen but out of all the reviews on this blog or forum only 2 have been positive so what does that say about the company.

Save yourself the most infuriating experience of your life and don't deal with Virgin Mobile - worst customer service ever!

They screwed me out of $300 when I updated my credit card number after being issued one with a chip in it. Reason given was that I didn't check the auto top up box that had always been checked. The purpose of the change was to update the card number, not the top up option. They refused to fix it saying they can't change their policy. Don't even think of choosing this carrier. As for the one star rating, it deserves less than a negative 10 but I had to choose something to post this.

Dont waist your money on Virgin Mobile I bought the Overdrive when it was on sale, I have had this device since April 4, 2013. They cannot activate my device. No one returns phone calls and now they want me to pay return shipping. Horrible Service. My money has been stolen dont trust Virgin Mobil!!!!!

wonderful company ,love it they donate phones to the poor and great service ,always polite and welcoming

Customer service sucks... everyone tells u a different story... screw yall

The cell phone service and # were cancelled without any notice. When you write to customer care you get a different person responding every time who doesnt take the time to read the email chain of events and you get absolutely nowhere!! Horrible service!!

First I would like to say that in just my circle of friends I have gotten about 20 people to switch to Virgin Mobile, but I currently have an issue. I want an iPhone 5!!! Not a 4 or 4S but a 5. I currently use an Android phone and like the larger screen, this is why I want an iPhone 5. When will Virgin Mobile USA bring the iPhone 5 on line? Please lets get with the program I would really hate to have to go somewhere else just for the phone I want....Thanks.

Nothing but problems with these idiots at virgin, i purchased my HTC on site on 1st May using my amex no problem , received the phone 4 days later ,and nightmare began i couldn't use any of my credit cards to activate phone or to top up i tried 5 different cards then i called them spent 45min with 2 people still nothing, finally they suggested to buy gift card at Walgreens, i did and activated my phone, i activated my phone and it worked the next day i noticed that i am not getting any calls or sms ,so i tried to make call it said my number has been disconnected ,i called them again they made me reset phone ,the next day same thing ,it works for few days then they just disconnect ,i cant deal with these idiots anymore i am sending it back for refund and will go to normal company who can deliver what they promise .

I hate virgin mobile!!!!!!! I can't reach any body when I call! Every time I try to watch YouTube or Netflix it paused every 3 seconds!!! I am not exaggerating!!!! I want to switch!!!!!!!!!!!!! You guys are idiots!!!!! Don't get Virgin mobile!

wow, If i can give negative stars i would. Virginmobile usa has to have the worst customer service i have ever experienced. To begin with it seems as though they have all the techs crowded into one room! You can barely hear the person you're talking to with so much background noise. To make things even worse its like they don't even know where they're standing. You can speak to one tech and they will tell you on thing & then you can speak to another that would contradict what the other said. If they have carrier issues your'e pretty much doomed. They have no idea how to get it to start working again. A tech mailed out a sim card for me & told me it would get to me over night, then a second tech told me in 2 days then a third tech told me in 4 days !!!!! so 4 days without service & them "assuming" the sim was the issue.. I'm going to switch carriers ASAP! STAY AWAY !!!!

Virgin Mobile is Terrible!!!!!

I bought a virgin mobile modem to use on the go. It didn't work!! I carried it back to WalMart 3 hours later and received a refund for the modem but was told they couldn't refund the 50.00 card I had purchased. I would have to go through Virgin Mobile. I called and was told to mail the card to Virgin Mobile at their 10 Independence Blvd #200 in Warren, NJ 07059-2730 location and in about 2 months I would receive a refund. I didn't and called back after 60 days and was told I would receive no refund. Evidently there is a statute of limitations they were trying to get around so they could steal the money I paid for nothing...I suggest nobody do business with this company. You WILL regret it!!

Poor call center in India and they let a hacker change my account by sending a pin I didn't request then when I checked my bank account 2 fees totaling $87 and my service was discontinued as I pay as I go from my account $38 unlimited for the past 6 years. Then You need another phone to reconnect then the Bombay phone tree were count to send me a text Doh! my phone needs to be but in service to receive it???. Contacted the FCC and BBB and will see. Oh the Indian I told to refund my bank account said I'd have to call the bank? With what?

We've been with Virgin Mobile for years. I've never had a problem with their phones and love them, considering the reasonable prices for both phones and service, they are the best deal out there IMO.I now have the Virgin Mobile Optimus LG Elite and have had it a little over a year. I have had several phones throughout the years with Virgin Mobile. It's true customer service used to be horrible, but IMO it has gotten much better , in the last couple years. True, as well, jobs are outsourced, that being said,most every co. outsources phone customer service these days. Not saying that this is a good thing, but it is becoming the 'norm'. Big business getting richer. While the poor get poorer. Virgin mobile is a good Co. and I would recommend them to anyone. I've been very satisfied with the phones,customer service and the prices over the years. My only fear is they will start charging the exuberant fees some of the other larger, contract phones co. charge. I've noticed they are phasing out the 'cheaper' phones and adding more expensive ones.The Optimus, I believe is not available anymore. Bottom line is, for the price of service and phones this is a good company..recommended!

Coverage map says I get service in my town and I get very little if at all. Do not recommend. I will however give them credit for being polite with my refund request.

Terrible! Customer service is the most useless possible. All the operators are overseas and barely speak English. None of them can help you in any way whatsoever. Do not do business with this company!!

Virgin Mobile has been great for me and the customer service was excellent in my experience. My plan is $30/month, less that half other carriers.

Virgin Moble service is horrible customer service is terrible they don't even pick up online is just as bad I can't even pull up their website without getting all of these other sites automated machine is a joke their service is horrible all around garbage

Realized that our virgin phone could not receive calls at our property after several years of no issues. Can call out and text in and out but
incoming jumps to voicemail. Can receive any where else that I've tested in both NJ and PA. 9 calls to customer service over about 15 days have left me frustrated. The gauntlet of people that can't help
or even understand the issue not believable.
Customer service people can't be reached directly for follow up yet call me leaving voice mails declaring that they are trying to reach me
and that it goes to voice mail and that I should keep my lines open. Insane! They claim that they can't
text me which would work. My mother has a medical alert that can't call me and it the main reason that this issue is so pressing.

Once they have your money they do not care anymore.

When I switched from Virgin to another carrier (for reasons other than the post) I wanted to bring along my phone number. A phone number I've had for at least 20 years.

I signed into my new carrier's site and filled out the form and it asks for your current account number. Which, silly me, thought was my phone number. It is not. And there is absolutely no way to get this information through the Virgin Mobile website.

You HAVE to call them.

Immediately I know where this is going. "Customer Retention", which ain't happening because I'm sitting here with a new phone on my desk and service I can't use because they won't release my phone number.

So I call and tell them I need my account number. Get some excuse that she has to transfer me to account services because she can't access that information. "OK, whatever." She hangs up on me.

I call back. This time the wait is much longer, first was just seconds, now it's pushing 10 minutes. The man answering my call gives me the same excuse that he can not access that information and has to transfer me. I explain MULTIPLE TIMES that I was already hung up on and will not be pleased if it happens again. He assures me that it won't. He hangs up on me.

Third time's a charm, right? Initial wait is even longer. I tell her right away that I've been hung up on twice and to not put me on hold or try to transfer me. I want my account number, and I want it now. Again she tries to give me some excuse that her computer does not have access to that information and I flat out refuse to let her try to transfer me (not that I could really stop her from just hanging up).

She says she's going to ask her supervisor what to do and no more than 10 seconds later comes back and gives me my account number. "Couldn't access it, right?"

I get my new phone all set up so everything is peachy. Not quite. I still have money in my Virgin Mobile account for over a month of service. I attempt to log into their site to get a new phone number for my old phone and I'm greeted by a message that my account number is wrong.

I contact them through Facebook this time because I don't want to be hung up on again and I can't use their support forums because they deleted my account.

George L. goes on to tell me that once I transferred my number I no longer had an account with them and any balance I had was theirs to keep.

But, George, there's no other way to keep my number without moving it first. Had I changed it first and then tried to get my old number, the one I've had for 20 years, on my new carrier I wouldn't be able to.

I still have my account number and I have a positive balance but because I didn't want to use their service anymore they just get to keep it.

I essentially had to pay them to keep my phone number. Which is not at all legal.

I was a customer of theirs for three years and bought a couple very expensive phone through them but as I said at the start. Once they have your cash you're S.O.L.

Any other utility would have to pay you back any overages to had paid to them if you cancelled service. Why does Virgin get a pass on this?

Don't do it. Save your pennies and choose a better company.

I've had this phone service for years. I only use this service because its cheap and I can get coverage basically any where. But the customer service is horrendous! You have to go through "Alex, your virtual advisory", but once you get to a live rep.....they hardly speak English!! You'll only get more frustrated with your problem if you call customer service. They need to change the 1800 service to get more customers and compete with the large companies.

UPDATE: I just recently switched from Virgin Mobile to another plan. For the last month I think I literally had 1 week worth of cell service. My cell service went out again recently for the second time this month. Its been a week and half...I talked to two different reps who said it should have been on Sunday night. But the tech depart who doesn't even speak English or barely told me the her co-workers should have not said that. If you need to talk to a rep you do have to talk to "Alex your virtual rep". If you need to talk to live rep just keep hitting "0". So you can get someone who barely speaks English. Maybe then you'll get somewhere (key word is maybe). I spent an at least 30-45 minutes to even get my account number. I highly recommend to stay away from this company! I mean stay away!!

HORRIBLE CUSTOMER SERVICE!!!! DO NOT DO BUSINESS WITH THEM!!!!

I bought a phone from them because my old verizon phone broke. I am having issues getting my number ported in and they repeatedly have told me over email to call in, which is not possible due to my phone not being functional yet. worst customer experience I have had in a very long time.

I am not writing here to comment Virgin mobile's cell phone service, which itself is so so. I gave it one star due to its bad customer service and dishonest business behavior. When I requested them to close my account, there was still some balance in it, after I paid all my monthly charges. However, they refused to refund that balance. Basically, they just rob you when you decide to leave. They should be fined and maybe forced to close for doing that.

Anyone knows how to stop them doing that?

good service.. just cant find a store tht sells there phones...

I think vm is the best prepaid cellphone company in the united states. They have the best smart phones androids iphones and even regular messaging phones like the rumor touch. However I don't not recomend buying the samsung intercept. It might look cool but doesn't work cool. If ur price rang for a prepaid phone is 100 to 150 dollars u shud get the htc wildfire s or the lg optimus elite. If u live in indiana and want vm 4g well too bad I checked the map and there is no 4g service anywhere in indiana. I'm still staying with them because of the iphone.

I want to give Virgin Mobile a -10 stars. They suck big time!!! I ordered a phone I decided I did not want to keep. I sent it back with the understanding that I would have my money reimbursed within 10 days. I am now on day 13, and every time I call I am told the reimbursement is being processed. With the latest call I was now told that the reimbursement is now 10-14 days! Next I call it will probably be 14-30 days!! Run away as fast as you can!!!!!

Terrible use out of USA for customer service. Cant understand people speaking with. Always different country gee wiz my 3 call today 5 callslast night.

I love Virgin Mobile! I get great service and I get unlimited everything for 35 dollars for being a long term customer. Service improves alot every month so I cant complain.

Service are really choppy! Customer services are ABSOLUTELY useless!

I would give them no stars if I could. They bait and switch, they cancel plans that actually function and instead force customers into money-grabbing "deals" that rip people off. They change their terms of service constantly with little to no notification to the customer, which include forced data caps on "unlimited" services. Avoid, avoid, avoid!

MORONS. Seriously? THE WORST EVER customer service and you're going to need it b/c their phones and general system SUCKS. Like really bad. If you are a business person like myself, don't be seduced by the pricing. It is in no way worth the suffering. Oh BTW if you do call customer service ask for a native English speaking person. HAHA not possible. Boycott this awful company.

ARE YOU CRAZY? I AM BOYCOTTING YOUR SERVICE I WILL STAND OUTSIDE OF EACH WALMART SPREADING THE NEWS, I AM GOING ALL OVER SOCIAL MEDIA, YOUR COMPANY IS THE WORST , GOT A PHONE FOR CHRISTMAS FOR MY MOTHER, CAN'T ACTIVATE IT!!!!!!!!!!!!!!!!!!!!!!!!!! YOUR COMPANY IS GOING TO GO OUT OF BUSINESS IF ITS THE LAST THING I DO!!!!!!!!!!!!!!!!!!!!!!!!!!! I AM CALLING A LAWYER THEY HAVE MADE ME SICK WAITING !!!!!!!!!!!!!!!!!!!!!!!! PLEASE DO NOT EVER TRY TO BUY THESE PHONES!!!!!!!!!!!!!!!!! THE WORST! I WILL BE OUTSIDE OF EVERY WALMART EVERY DAY, STOPPING THE PURCHASE OF THESE PHONES. AT ANY COST.

MY PHONE HAS BEEN BROKEN FOR 3 WEEKS AND 4 DAYS AND I CANNOT GET ASSISTANCE FROM EITHER THE VIRGIN MOBILE USA CELL PHONE SITE OR A CALLBACK FROM CORPORATE HEADQUARTERS. THIS IS DISGRACEFUL, ESPECIALLY SINCE I HAVE BEEN A 7 YEAR LOYAL CUSTOMER. DOES RICHARD BRANSON KNOW WHAT IS HAPPENING HERE, OR IS HE TOO BUSY YACHTING?

Virgin mobile's advertising says there's no contract and no early termination fees. That's false and misleading advertising. There's no contract but there is a termination fee. They just call it a termination charge instead of early termination fee. Quoting their terms page "...we will assess you a termination charge equal to the value of any balance left in your account...". And they send constant text messages and emails telling you to put more money in your account early to avoid service interruptions. The phone has been deactivated for two months (I keep it on using WiFi) and I'm still getting messages and emails from them trying to get me into putting more money in.

thieves who deserve only prison / thieves who deserve only prison

Affordable prices, terrible customer service. Couldn't even cancel an order on time and had to return it as soon as it was delivered, even though I requested to cancel my order HALF AN HOUR after placing it.

the worst company ever!! don't waste your money or time with them...I don't have time to type in how many bad experience's I have had with them, so if there are any other bad reviews on this sight, go with them....horrible company

I've Virgin hot spot that is useless, because 4G is now almost nowhere and even when my hotspot showing on display 4G is slower than 3G. Please don't even think about mobile broadband from VIRGIN. This is my the last month and I had removed my Visa card from my account.

Terrible they discontinued my plan with no notice. First claimed they notified via social media when I pointed out that is not the proper way to notify customers they then insisted they had been send emails for months. Really and I didn't get a single one. Not even a phone call or text. I lost my phone number of 30 years because they didn't tell me my plan was ending. They also told me my plan ended August 30 yet I had to login around that date to change payment info and I was billed for September and had service. Then they tell me that I ported my number over to another provider and that is why my phone no longer worked. They did apologize if you can call it then because then they tell me it was my fault for not porting my number over. An apology that you turn around blame someone else for your mistake is no apology. They refuse to give me an address to write a complaint about the rudeness of several employees blaming me for their mistake. The refuse to reactivate the number so I can port it over to another provider. It is a deplorable way to treat customers. Hubby has the same exact phone and he still has service. But only until we find him another phone because I won't do business with a company who screws up and then blames their customer. I would have given them 0 stars if this review would let me.

i love me some virgin mobile i have been their customer for many many years every time i have a problem with my phone i experience excellent costumer service. i had the $15 plan, the $20 plan, the $25 plan, the $30 and $35 plan i also try the $70 plan and other. I think virgin mobile is very affordable if you don't have enough to pay your current bill you can always switch to a lesser plan for that month at least you would have your phone to use. right now i have the $30 plan as a valid costumer i have unlimited call and text with internet, thank you virgin mobile,

Purchased a $15 top-up card at my local Redner's market. Tried 5 times to add credit , and told to return card to store. Stores issue NO refunds for top-up cards !! Customer service in a foreign nation, with little help of my issue. Keep shopping for better service !!!!

Customer service is the worst! They fabricate information, hang up on customers in the middle of problem solving, resulting in the need to call back and reinvent the scenario over and over. Case: My phone worked fine until it was converted to the Virgin Mobile from Walmart's Data Lover's Plan. I was told that my phone was defective and a replacement was required. I was advised that the replacement was being shipped FedEx which would arrive in 3 business days. Two weeks later, I called to follow up. I was told that my order would be researched and that I would receive a call with the shipping/tracking number. After not receiving a call back, I called only to find that the replacement model/phone was out of stock for a month! Apparently, the representatives are located off shore---possibly as a result of outsourcing. It is hard to interpret what they are saying and they are very incompetent. They also use common names so when you call back, there is no history of your interaction with a representative. Finally, I requested escalation of my issue to management. Again, I was told by management that I would receive a replacement phone in 3 business days. The jury is still out. If I don't receive a replacement phone in 3 business days, I am going to cancel my service; taking my business to a competitor.

Can't even get a rep on line when you want info about changing over to them. If they won't help potential customers how bad must the help be once they have you.

Is zero stars possible as a rating? Geeze where do I start....? I will just say you live and you learn. My girlfriend tried out their service for less than 20 hours and it was AWFUL. We called and cancelled the service and demanded a refund seeing as how we didn't get service, internet wouldn't work and it was basically unusable in our area. ( Knoxville, TN ) It has been a month now and I am currently on the phone with their 1-888 number for the 4th TIME. They are either trained to play stupid or keep zero records lol. Each time we are told we will have to go through a "process" and will receive a email and a refund within 72 hours. Just an awful company.

This is what it is like to be a Sprint-Virgin Mobile customer.

For a month I had been having problems with my PayLo phone account calls won't go through, cut in and out, get dropped, etc. Sprint-Virgin Mobile agents told me that a tower in my area is being worked on. Then I had an auto emergency and had to call the police and my PayLo account wrongly claimed I had no minutes and had to top up. It connected me to Top Up where I tried in vain to connect to general support through dozens of options. Nothing worked. I had to hang up and call PayLo. An agent said I could not make calls in that area (downtown) due to tower work. She said excuse me after almost everything I said, forcing me to repeat and repeat and repeat (call center is in Central America). The line disconnected when an alarm went off on my phone. Agent later claimed that its not supposed to do that .

A couple weeks later I called back and asked for credit for all the days I could not use my phone. Suddenly the call was disconnected. I called back and spoke to yet another agent who said the tower in my area will have problems for two more months, and he gave me a free month of problems. I would get error messages such as, wrongly, I had to top up to make a call, or that the number would not go through. I called PayLo tech support (requires many steps to get through phone tree to technical support including dialing zero at a certain point only after 3-4 other steps, though it doesn't tell you that). I spoke to an agent who said, We're fixing a tower. (By the way, there is only one Sprint tower in Fargo). I asked why I could make a call at home but not in various other parts of the the City. He again responded, We're fixing a tower. I said I know, but why then can I make calls at home sometimes? He again responded, We're fixing a tower. He would not answer my questions and repeated the same line like a broken record. I asked to speak to a supervisor and the agent hung up (I know he hung up as there was no beep as you hear when call is dropped). I called back and spoke to an agent who said they could file a report on the agent who hung up. He said to first try turning phone on and off and he would then call back within 5 minutes, and he also also gave me instructions on then checking my phone's MDN and MS id# since I wasn't near any other phones. This began all sorts of other problems and more disconnects and I had to repeatedly call back. I had spent two aggravating hours on the phone and missed important business that needed to be done that day!

In the evening of same day I tried to access my voice-mail and got the error message The number or code you have dialed is incorrect. I call PayLo and automated message asks if I'm calling about a number I've never seen before or to input number. I input my real number and it transfers me to Boost Mobile. I hung up and called PayLo back and spoke to an agent who claimed I was not a PayLo customer, that I am a Boost customer! I explained that I was a Boost customer using the same number in 2012 before I switched to PayLo, porting my number over. He disagreed! I explained and reexplained 5-6 times in vain only afterward discovering I was speaking to deaf ears. He claimed my number was not mine, is not a PayLo number, and I am a Boost customer because it says so in the system. I say that there must be an error in the system then. He says that is impossible . I said this was poor customer service and he laughed at me. For the rest of the day no one at the call center believed me no matter how many times I patiently explained, then reexplained, explained again, reexplained, ad nauseam. I asked an agent for a supervisor and then had to reexplain everything all over again! He validated my so-called number, which wasn't my number, and claimed my real number was as a Boost number and asked if I admitted the number was no longer associated with my phone.

I wrote to Sprint/Virgin Mobile about these experiences and the company never responded.

Buyer Beware : i've had the Virgin Mobile service for 3 months now and i've had nothing but trouble with their phone. i purchased the Samsung Intercept. i'm currently on my 4th phone as the other 3 have all had issues. 1st phone - touch screen didn't work + it would freeze then crash. 2nd phone same issues as the first. 3rd phone didn't hold a charge (full charge lasted all of 4 hours then died) and it would randomly restarts. i've had the 3rd phone for all of 2 weeks and the 4th phone i just got in the mail. when i was talking to their customer support on the phone i learned something of interest which you might want to be aware of.

they will NOT give you a different model phone. i've had such a bad experience with the Samsung Intercept i asked to see if i could just get a different phone. the 3rd rep i spoke with said yes they could send me the LG Optimus V but it was out of stock. the 4th rep (the most recent) stated that was impossible as they are not 'comparable.' this notion of only exchanging for a comparable phone is totally BS as there are no comparable phones for the Samsung Intercept, LG Optimus V or the Blackberry Curve which are the three smartphones they carry. meaning if you get one of these phones then you are stuck with that model. either that or you have to purchase a different phone regardless of the issues with the phone.

but more importantly you should be aware of the fact Virgin Mobile is aware of the issues with the Samsung Intercept. multiple reps stated that it's a known issue the Samsung Intercept is problematic. another thing to note is that if you ask for a replacement be aware that they have 2 versions of replacements. VERSION B : which is the version they will send you are phones returned to Virgin Mobile because the phone had issues. VERSION A : are phones which were purchased and returned but not used (or so the rep said). basically they will send you a VERSION B replacement phone which was previously returned by another customer because the phone had something wrong with it... WTF?! so someone out there has gotten my previous 3 Samsung Intercept phones which all had issues. they will ONLY send you the VERSION A phone after multiple exchanges. i guess i've had so many issues they are finally awarding me with a VERSION A phone.

Virgin Mobile's option of smartphones are just #@@!!@#$$ especially the Samsung Intercept. avoid it like the plague. buyer beware.

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update : so i'm now waiting for yet another replacement phone. when i spoke to the customer representative (this time) i found out the last customer rep totally lied to me. i was told that i would NOT have any more problems because they are sending me a brand new spanking phone while all the previous ones were re-furbished. i just found out that that is NOT the case. the current phone i have is also re-furbished and that they never ever send out brand new spanking phones. also it's been 15 days since they said they would send out a replacement. i called them 3 days ago and they apologized and stated they would fast track my issue and over night it. yeah right. again - that was 3 days ago. I REALLY HATE VIRGIN MOBILE. after i get my replacement phone i'm gonna start looking for a replacement service. no matter how cheap the service is - it's not worth it if you don't get service.

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

HORRIBLE COMPANY. Terrible customer service from a Philippine call center (who cannot deviate from a script) and there is no way to get to someone who can think/understand an issue. My issue has gone on for over a month and I ve been waiting a week for a supervisor to call back (was assured it would be less than an hour).

They have taken hundreds of dollars after confusing (I would say deceiving purposely) an elderly couple. After assuring me they would fix the mistake, Virgin Mobile is now sticking to the he said excuse and won t call back/ puts me on hold for over 30 minutes.

Ridiculous - use ANYONE else!

My son paid his monthly bill by credit card. Virgin Mobile processed 2 payments. When we contacted them regarding the error, a representative said it would be 72 hours for the refund. We waited and no refund. We called back a week later explaining the problem. Another representative said the money would be refunded in 4 to 10 business days. Still no refund. We called again today another (supervisor) said it will now take an additional 4 to 10 business day for the money to be refunded back to the account. During this time my bank has hit my account with over draft fees.
VIRGIN MOBILE IS NOT...I REPEAT NOT A GOOD COMPANY. This company needs to be investigated for FRAUD.

I have an Apple I phone 5C. Was paying $25.00 a month for a $30.00 plan being Virgin Mobile gives a $5.00 discount on Apple I phones. Back in May 2016 I called for a small problem which was resolved however was told to upgrade my plan to a $40.00 plan with $5.00 taken off makes it a $35.00 plan for still having my apple i phone. Well today 09/19/2016 i called being i saw i never was getting 4g as promised on my phone and I was paying $10.00 more a month therefore being out $50.00 for 5 months that I was told to get this 4g plan and now told my phone would never reach 4g just 3g, i demanded a $50.00 refund which they are not going to do, therefore looking to report them to the Board of Utilities , BBB and possibly the Attorney General. The woman even said the gentleman that signed me up should of known that my phone would not go up to 4g

Signed up for the 12 months for one dollar deal. I m in to my eight month and drive between New York and Philadelphia and works pretty good. It s not as fast as Verizon and the customer service is poor. But the phone works pretty well and the speeds are decent for data.