Virgin Mobile Customer Service Complaints - page 2

Absolutely terrible customer service to loyal long time customers. I was promised certain things on my new plan and they will not honour what was promised. I have called over and over and no one ever gets back to me and twice now they have hung on me and not called me back. This is the last time I deal with Virgin Mobile.

The two times I bought a data & minutes package for a foreign country from Virgin Mobile, I might as well have thrown my phone off the ferry for all the use it was. The first time, Virgin never activated the plan; the second time, the US carriers didn't cover the areas I was in. Next time I'll just buy a burner phone and save myself the aggravation of dealing with Virgin Mobile.

You have to be the worst company EVER.
I have just had a new modem installed WHICH I DIDNT NEED. The supercilious little girl did not bother to disguise her irritation that I couldn't understand that the two pieces of equipment weren't connected by the BELL Canada technician technician. I had to figure that one out. She spoke to me like I was a fool.- to add insult to injury.
I have no chromecast now which I did before you insisted on changing the system, so I can neither watch tv or use my den to work out to videos.
And I'm sure I'm the unlikely event your company bothers to follow up on this you will rush me through without any explanation as to what I might have done wrong.
Once my contract is up I WILL find someone reputable

Virgin mobile Canada. Such poor useless service last few months I had to cancel 2 year contract. Switched to chatr which provided service in and around my home. For the last few months I complained at least 4!times monthly with excuses given but no resolution so I cancelled. There was NO compensation given for their useless service.... Where bell the parent company gave me 3 months of refunded service for barely 3 days of poor service. Ok this was not even asked for and very generous on bells part. Virgin threw the contract I signed in my face. " Virgin is not responsible for services interruption or lack of."" In no certain terms. So what the hell am I paying for??? If not service??

They are the worst!!!!! Stay away! Got sold a plan this morning - chatting with them - that included free phone minutes. I agreed on this plan and made the switch. Verified my account afterwards : no minutes included. Been trying to get them to fix this and give me the plan I paid for. But, nope, this is wayyyyy to complicated for them, you know, to own up to their representatives mistakes? Will not fix their mistake, just keep telling me ''X plan includes.... and excludes phone calls minutes''. I KNOW. But this is not what was sold to me. This is not what I agreed on. I have the chat transcripts, I talked to ''escalating center'', yet nothing. They are full of *&/!! Just waiting for the automatic top up to be depleated (will it???) and then I`m switching providers. They LOVE to play dum on the chat, just so you keep repeating yourself until you are blue in the face and they keep repeating the same pre-fabricated answers without acknowledging the actual problem. They don't care about their customers, especially the ones not paying top prices. I don't know about you, but to me this looks a whole lot like stealing from the consumers, no???

They are never open......

Absolute joke of a company that never does what you have asked. 3 years I have been with these total idiots and still they call my 15 year old daughter up pestering her, bare in mind she was 12 when this started! They cut her phone off for no reason whatsoever and won't even apologise once they realise they were AGAIN at fault! Once left her stranded and she had to walk 13 miles home from school when she tried to stay back at school to do extra work for an exam and could not contact us to arrange a pick up when she was done at 14 years old. They are arrogant and talk over you while you are speaking. They can't string a sentence together and you find yourself having to explain a detailed situation in baby language which they do not understand. Virgin aren't even that cheap either so to think they use foreign customer service advisors to do represent their company and still charge extortionate prices to use their services. Not once do they value how long you have been with them and they couldn't care less how angry and upset you are as they continue to talk over and down to you. If I could rate this service minus 10 I would add a 0 and make it worse.. if Richard Branson the man I grew up to idolise for his success and hard work knew just what was happening I'm sure he would fall through the floor. Complete joke!

trying to find out how much a long distance call is after getting a message to dial 611 when trying a google call. It's been about 5 minutes jumping through totally unnecessary stuff about my bill in the stupid upbeat voice... then they've put me on hold for another 5 minutes. How hard would it be to put another few humans on the payroll. "we're really sorry it's taking so long"....... doesn't help.

Worst freaking service EVER. Did a phone upgrade Nov 14. After a week they hadn't shipped it - so I call to find out it's not even in stock, wasn't when I ordered, and wouldn't be for another week. Absolutely no notice to me about that when I ordered it, and they billed me in full when I placed the order (which they aren't allowed to do). Nov 23, phone is 1/2 price plus a $100 bill credit. I call to ask for them to honour it. Nope, can't do it. Only option is to "refuse" the phone once they get around to shipping it and then re-order but they can't guarantee that they will honour the offers. So I ask the rep to cancel the order so I can just replace the order online with the new pricing. He says no problem, order is cancelled. I try to place the new order - can't do that, takes up to 48 hours to cancel my order and I can't place a new order until then. So I place the order with a different company. Nov 26 - still no confirmation that order is cancelled. Call again - it's not, it's in limbo, they have no clue why. Supervisor cancels it manually and promises me that I'll have my refund, via cheque, by Dec 4 at the latest. Never shows up. I call back Dec 8 - they tell me that now it's 3-4 weeks to get my refund and there's no way to put it back on the credit card I ordered it on. I escalate. Get a call today from exec support - they tell me that there is nothing they can do anymore as my refund has been issued by cheque on Dec 8 (WTF!!!!!) and it'll be 3-4 weeks from Dec 8 to get my refund now. They also said they could have issued the credit card refund if I'd asked for it before Dec 8. Holy F&*^ I must have talked to 15 different reps between Nov 23 and Dec 8 and asked every one of them to refund to my credit card, and they all told me that it wasn't possible. It's literally been lie after lie after lie and it's so pervasive I think it's completely intentional. I would strongly suggest that anyone else on here, who's had issues, files a complaint with the Better Business Bureau and the CTRC.

Upgraded to the iPhone 11 Pro on 8th October but wasnt keen on it so returned under 14 day customer satisfaction guarantee. Sent it back on 22nd October and Virgin received it on 23rd October so phoned Virgin to be told I couldnt order my new phone because it had to be tagged as returned, which would take 3-5 days. Contacted them again after 6 days to be told it takes 7-10 days for a return to be tagged. Waited until 10 days to be told again that it takes 10-15 days! Phoned again after 14 days and was put through to a chap who said that he would contact the returns dept directly and ask them to tag it as returned and it would take a further 24-48 hours to show on my account before I could then place my new upgrade order. Waited a further 3 days and contacted Virgin via Webchat to be then told that all the information I had received previously was incorrect and in fact the actual process for a return is that it can take between 1-2 Billing Cycles(2 months)!!! I raised a complaint and was given a free month. The whole returns process is an absolute farce!

Ive been with virgin for over 8 years and am going through a nightmare upgrading right now, which is a shame because i previously loved virgin. I ordered an upgrade online. Then i noticed a couple hours later the next model up was same price but they said its too late to cancel and just refuse the phone. I double checked with customer service online before sending it back as i was worried the deal for the phone i was going to order would be gone by the time my return was processed and was told not to worry as it was a new deal. I sent the phone back the same hour it was received, the phone was sent back sept 4 and virgin received it sept 8 and my account is not updated yet even though i received a text msg from virgin 3 days ago saying i was eligible to upgrade again and the original deal is now gone even though customer service told me not to worry. Ive been back and forth with customer service all week and only yesterday and today did people start giving me clear information about the buyers remorse process, how long it takes and how they dont actually know when deals end. That info wouldve been useful before i sent the phone back as had i known clear details i wouldve saved myself the hassle and extra money im going to have to put down on the phone now and just kept the original phone. Multiple times ppl told me they would have managers update my account and then the next person would say no they cant do thay till after 10 business days. The last 2 days customer service has had clear, helpful info but before that it was garbage. Disappointing that its so hit and miss now

just trying to return an unused phone is crazy

A virgin mobile phone was sent to us in error and despite trying to contact Virgin have not had a response. Please advise.

I went to Assurance Wireless to get a phone. I was directed to Virgin, which isn't compatible. They are elusive about returning it. I am going to file a dispute with the bank if I don't hear from them. It is deceptive.

How do I get a refund on a virgin mobile phone card. 55 dollars. I bought the wrong card by mistake.

I got a UMX phone from Assurance Wireless AW) street sale person. I was told that the approval pending for 30 days. On 6/5/2019 the California Lifeline Administrator sent me a letter notifying the disqualification of the program that I did not personnally applied for but Assurance Wireless did. I also contacted Assurance Wireless to confirm the cacellation/
disconnection of the phone service due to the disapproval of the State of California. I also
asked for the PROCESS FOR THE RETURN of the product. I was told by AW that I do not have to
return the phone back insisting that "throw it away". Surprisingly I receive an EMPTY CARTON BOX delivered by FEDEX without clear instructions regarding the return process. So "PLEASE HELP, ASAP". hanks a lot.CFOX

purchased a phone in March, and found a better deal with a different carrier. Returned the virgin mobile phone with in 3 days of returning it (with tracking label and insurance) and never received a refund from virgin. I have been trying to resolve this since March!

I recently switched carriers and now I'm having a hard time refunding a Top-Up card that I cannot use they don't seem to want to help me

I contacted virgin mobile via live chat . I asked can I return my phone to the shop &was told yes.
I took the phone to Victoria center (intu center)today & was told (very rudly might I add) that this is not the case, if I bought it on-line I have to return it on-line, I was extremely annoyed by this as I wasted my time going down there & could of sent it off 4 days ago had I been given the correct information, &I still have no idea what the correct information is as on this site, it contradicts what the rude man told me in the shop, I tried ringing after 2 sentences the woman then decided she would follow trend with the rudeness by putting the phone down on me, THIS IS DISGUSTING CUSTOMER SERVICE, TO MY FACE , DURING PHONE CALLS AND ALSO LIVE CHAT, this is the 1st time I've used virgin mobile & most probably the last!

I appreciate your assistance. How can I receive return label. Please email at



Serafima Khaikina

Iam having alot of trouble finding a way to get a refund on a virgin mobile top up card. I tried to refund it at the 711 I bought it from but they refused. I've tried countless times to look at virgin sites on the internet but they have everything else but the answer to my problem... Someone please help me out. Thank you

I telephoned VM to inform them I was returning the phone I just purchased on 10/26. The phone was received on 11/1 and I telephoned on 11/2. I was told I'd receive a confirmation email within 24 to 48 hours....of course no email. I emailed requesting a return label as I was told one would be mailed to me and then told no label would be returned and the return cost is mine. A bit miffed as the last email said: As I said....blah blah blah and did not include the return address so here I am looking it up. Seems customer service, that used to be excellent, has gone the way of so many companies. I wanted VM to provide the return address so I don't get the old.....you sent it to the wrong address.

I'm trying to find out how to return my iPhone. I bought this phone from you over the internet a few days ago. It came badly boxed with no receipt, nothing, no basic instructions. I managed to activate it, but the phone continues to say "no service." I sent an email about this and the person emailed back with instructions I can't follow. Meanwhile, you disconnected my old Virgin Mobile phone so now I have no cell service. And on top of it, I have tried twice to sign up for insurance on this iPhone, yet the website continues to say I have no insurance. So I'm fed up. I want out. But now I am having a horrible time trying to find information or instructions on how to send back this phone and get a refund. Why are you making this so difficult?

I returned an iPhone 7 back to virgin mobile about 2 weeks and now they claim that they can't find the phone in the warehouse. I think they are lieing and that iPhone is right there in the warehouse and not trying to get it. Will someone please help me with this situation. I want my money back for that iPhone that I have purchased from them, they told me it would be 7to10 business days and the 10th day was yesterday. I need help with this.

I had two phones both broke easy and i need a refund on my 35 dollar card bevauae i cant even use my phone. Im possed off so someone needs to fix this fast