Virgin Mobile

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Virgin Mobile is a joke. Do not give the CSR your PIN number, they will use it to sabotage your account. Contact the FCC, your state's Attorney General's office and the BBB for results. VM customer service does not help anyone. They go around and around with the same issues, and the more you seek help the more problems they cause for the customer. Keep in mind, you can call and speak with a CSR, I guarantee, they will hand up on you over and over again.

VirginMobileisHorrible 5/13/13 8:40PM

In the almost two years I have been with Virgin, I have had to replace the PCD Chaser 4 times. And on top of that when they replace the phone they say you cannot add insurance because the phone is a replacement. So to make matters worse the last phone they replaced got stolen. I immediately reported it stolen and they said that would suspend my account and since I had just paid the bill two days prior, I was told that the money would be credited back to my account. When I decided to not get another phone, I tried to get my money back and they said they were upgrading their system and couldn't do it at that time. I called again in three weeks and got transfered 4 times before I was told they I would not get money back because the account was closed. Duh! What is the matter with these people. It is the fact that none of them speak good English. Everytime you call Virgin you get a difference answer from a different person in a different country. I got so frustrated that I told them to keep the damn money. It was not worth the frustration. Please all of you out there contemplating Virgin.......DON'T DO IT........ Go to Simple or Straight Talk or all the others out there that have better customer service. I WOULD NEVER RECOMMEND VIRGIN TO MY WORSE ENEMY!!!!!!

Frustrated Beyond Measure 4/22/13 5:00PM

This company dose not value there customers! Ok I do not recommend this company to anyone first they send me an HTC one v this phone is junk I mean junk and I couldn't use the internet for the first week of my service I called for 3 days when they finally fixed the problem I wanted to cancle my service unless they would make it up to me I got trtansferd to a gentalmen that said he would upgrade me to a HTC EVO 4g witch is only 40 dollars more than the one I just bpought from them anyway I was happy with that. Then when I call back a couple of days later to check the status of my new ph they said that I wasn't getting an upgrade that this company dosnt do that for there customers! I was outraged bc there telling me that the gentalmen I spoke to lied to me! Now after being transferd 40 times and hung up on 5 times being on the ph for hours speaking to so many different reps I finally got to speak to a supervisor and when he checked my account and the notations that was supposed to be on there for all the calls I made he cant find anything where it says I talked to a gentalmen about getting an upgrade and that the lady I spoke to and give the conformation number to to be notated on my account so I would have it when I spoke to a supervisor was not on there either! So aparntly no one is doing there job and putting notes to my account each time I have called or The supervisor is lying to me bc he is basicly calling me a liar! So he told me that I was not getting an upgrade that he has the authority to do that but they don't do it they don't give upgrades to there customers. Virgin mobile is a joke I don't recommend there servoice to anyone there rude liars and do not value there customers I am so outraged so in order for me to get the upgraded ph I want I have to return my ph get a refund and pay the extra 40 dollars it takes them 3-5 days to send u a return package 3-5 days to get it 3-5 days to refund your money and 3-5 days to get your new ph add that up Im not gonna go 15 to 20 days without a ph. Im stuck until my service runs out and then I will have to save up to buy another ph with a different company one that values there customers and dosent put them through pure hell. Stay away from virgin mobile you will regret your decisuion to go with them or stay with them

cowjr2002 4/21/13 5:31AM

I have been with out service since yesterday even though I had full bars. Customer service says they have outages. Now this morning there is no service at all. With no answers as to when the issue will be resolved.

mhoule78 4/21/13 5:04AM

I have not been able to use text messaging for a week.
I have been sent to technical support throuhg Mexico and Thailand. I have tried everthing from reprograming phone to taking the battery out. Wondering why the next step wouldn't be to reset the plan and keeping the same top up date? Are you planning on helping me with my issue or simply keeping my money without providing a service.
V/r,
Technically minded
Jason Woods

Jason 4/19/13 1:55PM

Just got off the phone with one of your supervisors. Was treated horrible. Because I was misinformed by one of your techs Monday I am losing over 5thousand miniutes. I have been with Virgin B 5yr. have never been treated with such disrespect.

Anonymous 4/17/13 4:58PM

Payment deducted from my checking account, but they claim they cannot see it. Customer service is horrible. So sad, we've had these phones for over three years.

Creolegyrl 4/12/13 12:11PM

i have been hung up on twice in the last 2 hours. not happy

Anonymous 4/9/13 9:06PM

Tried calling the Escalation Department phone number, just trying to get a live person on the phone... the pre-recorded message said "You've reached a toll-free number that is no longer active. Please dial 611 from your cellular handset to reach Customer Care." ...that's great, seeing as how I don't even *have* my "cellular handset" yet, that being the whole reason I was calling in the first place.

Frustrated_in_OR 3/26/13 2:15PM

My wife and I have been virgin mobile customers for over six years. This past year I purchased a venture android for her. The first phone would not connect to the wifi so VM sent another cell phone worked for about a month now another phone was sent when I opened the pkg it looked like it was dropped and was all scratched and dented. I called aarnd told them it was unacceptable. They wanted to sent yet another phone I suggested an ungrade. Thats when things got out of hand and was transferred from department to department. No one was capable of making decisions. Well we are chaning to another provider so long Virgin Mobile I wish we could have worked it out.

Chuck 3/21/13 4:45PM