Virgin Mobile Customer Service Complaints - page 3

Virgin mobile customer service is the worst!!! 2 weeks back and forth with them.My phone caught fire!! They showed no remorse,the warranty dept.(Richard Lee) said he would send out a new phone A.S.A.P,it has been 2 weeks an still waiting! I have called and left messages,but no return calls or phone.I would not recommend Virgin mobile to anyone .Buyer be aware.

I returned a mobile phone to them in March 2012 recorded delivery. They claimed not to have received it so I emailed and phoned with Royal Mail details. In October 2012, after setting a debt agency on to me, I sent a letter with all the details and assumed that was that. However 4 1/2 years on they have started again with the same pattern. Another period of harassment over a phone I have never used and returned long ago. I believe they are chancers who hoped I would no longer have the evidence but fortunately I had photocopied it and will be sending it on. Don't trust them

They make it impossible to cancel your account. You can call customer service and work through the phone prompts but NEVER will you find an option to cancel and NEVER are YOU going to be given THE OPTION TO SPEAK TO A HUMAN. My 85 year old mother had a credit card connected to her account, she stopped using this phone over 6 months ago but could not get Virgin Mobile to stop deducting money from her credit card. A class action suit should be filed against Virgin Mobile. They prey on people who are poor, old, technologically unknowing or trusting.

They will keep your money--
I contacted virgin mobile regarding my brothers account since he passed away.
he had $ 278 on his account - I will try to make this brief-
after trying to discuss with 1 customer rep who did not understand what passed away or deceased meant I asked for supervisor - the supervisor informed me the account would be refunded-gave me a confirmation number and that it would take 3-5 business days to process refund ..a couple weeks passed...I called again- asked to speak with a supervisor -- was informed refund denied- see rules and policies- which I have yet to find--- and the kicker- I could upgrade to a different phone if I paid $ 20.00... 3 things for certain- death - taxes - and virgin mobile keeping your money
very poor customer service

I've tried your number and no live person. Yesterday one was suppose to call me back and didnt. Today I put in serial number and on line tells me it's wrong. Flustrated with no support to switch over phone. Something that should be simple has effected my work and daily life. Your service for my money sucks! Try calling me

my names is Bessie Eubanks and I have been a customer for a long time. Now, my phone is turned off. I entered the new card number last month, but this month I got a message telling me to top up. How many times do I have to give the card information.

Well I decided that I want a new service and a new phone. Can you send me some information on how to get a different phone and include a smart phone infor?

Thank you

Bessie Eubanks

Have tried to top up my account but instead of beingmelt logged in As I always have been I discovered i wasn't! Why? Virgin asked me to log in but when I entered my password it was rejected! I tried to reset my password Virgin wants an ID#, have no idea what that is since my only ID is my cell# and my pass word
Please reinstate my passwor and log me in to my account. I've been trying to log in since 6:00 last night!

I bought a $60.00 top up card that I don't need and I was wpndering how can I get a refund and I do have a receipt?

I do not want to exepress my bad filling about your customer services and the head office does not know about the business

Please access the notes on my account

And you will no how much I am frustrated after all the year I have business with you

Please give me call from the head office in Canada

Not from your customer services at filebeen

I have reached out to Virgin Mobile for at least a month to try and troubleshoot my phone all to no avail they have been unable to help me I cannot connect to the 4G LTE network and I'm paying for it every month this is quite disturbing I have been with Virgin Mobile for over 10 years and now they have got to be the worst cell phone company I've experienced please help

I completely agree with the comment copied from 6/6/16, see below. personal experience with this issue has been very frustrating, the Virgin Mobile top up "requirement" is holding me hostage.I have a balance in the account that if I choose to not top up Virgin Mobile shuts/top up off my phone, closes my account and my remaining balance vanishes into thin air. I do not use this simple pay lo phone enough to use up the balance so Virgin Mobile demands that I add more money or loose my phone service and the remaining balance, what the??


Posted by Weldman
on 6/6/16 at 6:11PM
IS there any way we can do a Civil Law suit or Action thru the FCC here in the USA against them for unfair practices. I think the FCC should look into this as its called "Insufficient Services" in a Small Claims court. When they take our money its a "Contract" for that month of phone service! there should be a way of dealing with this issue.. I wonder if we can go after Sprint since they are the Provider and its well know!

Virgin mobile tech service sucks....no one speaks good English, they put you on hold for 20 minutes a wack times three.....nothing resolved and you walk away pissed..and when you cool off and try the next day.....same sucky inept service....they make it impossible to return a shipped phone that was junk

Re: Hardware

Your WAYBILL info says that I must UNLOCK the Samsung Mobile phone before I package & send it.

How am I supposed to do that? I am a senior 80 yrs old & I cant even operate this device let alone unlock it. This is so out of hand. I wish I had never heard of Samsung, Virgin Mobile or of the Source store in Midland where I obtained the lousy thing. What if I send it back locked???

No phone now after activating a new one on virgin mobile, can't use old one now. How the hell can you not have access to customer service or email the problem, or chat with someone to fix this. Nothing no way to contact anyone in any way.

The store I purchased the top up card from added $200 instead of the $35 I asked for. The $200 was supposed to go onto the prepaid Visa and the $35 was supposed to go on the top up card. When I paid the bill, it credited my account for $200. I called and asked them if they could remove the money from my account and send me it in a check. Easy process, right? Wrong, they told me no.

So thank you Virgin Mobile. I have a phone paid up until next year but no where to live because you won't return my rent money. Me and my kids now have to live in a car, but at least my phone will be on right.

Junk phone died less than 2 months old, perfect except the screen quit. The operator gave me the manufacturers 1800 that didn't open till Monday, virgin phones have no manufacturer warranty, blew me off. Called back only to get more run around, probably spent at least 2 hours on hold. Switched my service to ting and will be getting a non sprint device next time I upgrade my phone.

I am returning 2 iPhones 5s. They are too small for me to use. I need an address where to send them

I have been trying to contact someone concerning my account refund. Virgin mobile removed towers from my service area subsequently I lost services. I requested technical support with no support in sight. I request a refund and was denied with no contact from the actual department. This is unfair practice. You cannot take money and not provide a service.

richard brannson shoild be assamed worst cust support EVER then just ripping you off and pockecting money on us you cant get back really please everyone or anyone looking to be your provider DONT DO YOU WILL BE SORRY YOU DID

I have a virgin pay as you go plan for several years. I used to be able to buy a minute pack from my phone by myself until they changed that several months ago. Now I have to call there incompetent service reps. Only 1 out of 10, know what they are talking about, and that includes supervisors. When I find someone else with similar plan needs I'm dropping them. I filed a complaint with FCC last year, ended with a Sprint rep trying to solve issue. Incompetent liars.

I have been with this company for several years and I am so heart broken at the fact that they keep lying to me about my phone. I topped up $35 and a couple of days later the phone died. The representative assured me that I could use the money I just topped up with to get my phone replaced since it was still under warranty, he told me to wait a couple of days for the refund to be put on my balance. After waiting a couple of days I call back and the representative tells me that there was a mistake and that there was no refund on my account. I ask to speak to a supervisor and she said the refund went to the data I had used. But my phone was not operating so how was data being used? This company is the lowest. They lie to you with their forked tongues. Stay away from this company, it works for the dark side.

I've been trying to port a phone number from Virgin Mobile to another carrier but can't obtain my account # info from Virgin Mobile so the number can be released. It's not on any documentation I've been provided nor is it on my online account. Can't reach anyone in tech/customer/accounts departments for assistance either. Their customer service is very disappointing.

IS there any way we can do a Civil Law suit or Action thru the FCC here in the USA against them for unfair practices. I think the FCC should look into this as its called "Insufficient Services" in a Small Claims court. When they take our money its a "Contract" for that month of phone service! there should be a way of dealing with this issue.. I wonder if we can go after Sprint since they are the Provider and its well know!

Does anyone know the Address or a actual Phone number to call for a real person who speaks English & is in the US with this company. All I get is the runaround for a refund since I paid ahead of time and was told to go back to the place I Top-Up at but its been more than 30days so Virgin Mobile would have the money in their Account already.

Seems ever since Branson sold it off, it has been going downhill ever since... you would think they would want to keep customers.... Well as of Writing this I have plans to switch with Unlocked Phone to a real Service provider than Virgin Mobile and not a Sprint Network ..
Now talk about misrepresentation of well know Cellphone Carrier!!! Branson should have removed his name on this Company as its reflects on him as a Business person.

We had issues with our mobile phone with Virgin, sent it away to be fixed under warranty. Then informed we would have to pay for the repair £76. We paid this by debit card and within five minutes was told they will not fix the phone, after they took the money.
I'm fighting to get my money back, I'm being informed it could take up to ten days via bank transfer. I also have no phone back yet. My advice stay clear of Virgin mobile not worth the hassle go elsewhere. Customer service has been poor too. One call I was kept on hold for approx half an hour.