I purchased an iPad (wifi only model/64GB) and a MIFI 2200 (Virgin Mobile) on October 26, 2010. I opted for this pair because I didn't like that AT&T capped their broadband limit to 2GB per month for $25. I figured going with the Virgin Mobile Mifi 2200 unlimited for $40 would be a better deal.
I activated the MIFI 2200 on 10/28/10 over the phone with VM as I was having trouble activating the device via instructions. The VM rep activated the device and asked which plan I was interested in. I was overly confident in their service that I opted for the $40 unlimited plan despite knowing that they also had a "$10 for 10MB in 10 days" plan. I should've opted for that to try them out first.
I used the MIFI 2200 for ONE day. I was appalled at their download and upload speeds. I tried it in three different locations in the NY metro area. I was consistently getting less than 30kbps down and 5kbps up. This is less than dial up. I just couldn't do any business with these speeds.
The very next day I returned the MIFI 2200 and the iPad. I figured I had no choice but to get the iPad with built-in 3G via AT&T.
I called VM on 10/27 to cancel and they said that their computers were down. Please call later. I called on 10/29, same thing, computers are down, please call later. Next chance I got to call was on 11/3. I actually spoke to a live human being after 25 minutes of holding.
I explained to the gentleman that I had recently activated a MIFI 2200 on 10/28/10 and returned the device the following day because I was not happy with their speeds. I further explained that I had tried calling multiple times in the past few days but couldn't get through because of issues on VM's end.
I explained to the rep that I would like to cancel my account as I no longer have the device. I figured that what would be fair was to charge me $10 (the smallest plan they had) and refund my $40. I asked the rep if he could check my usage for the day I had the device and he said that it was 10MB.
The rep said that unfortunately their computer systems would not allow them to refund the $40. I found that hard to believe. I sincerely asked the rep if what I was asking for was fair or not. He said that he agreed that I shouldn't be charged $40 for 10MB but that he would speak with a supervisor to see what they can do.
I waited quite a few minutes to speak with a female supervisor who was not kind at all. She stood her ground on that their computers would not let them refund the $40. At this point I started to get angry. I explained to her that it was not the money but the principle behind it. I should not be charged for something I did not get.
I was tired of talking by now so I said, no problem, keep the money, I hope VM can use my $40. Have dinner on me.
I sarcastically asked, "Will your computers give you the ability to cancel my account?". She said yes. I said, "please cancel my account". Do you need me for anything else? She said no, I then hung up.
Fast forward to 12/1/10. I was taking a look at my bank statement online and guess what I see? A charge for $40 from Virgin Mobile on 11/29.
I was heated. I called VM immediately. After 10 d**n minutes of speaking with a virtual advisor I got a rep. I explained everything to her. She said you have the wring department. She transferred me to Broadband2go. I spoke with another rep who I explained the whole thing to. He was apologetic and explained that the account was never cancelled. He said that I should receive a refund in 3-5 days. He also said that he would erase my CC# from their system. Lets see what happens.
What ever happened to customer service? Why does it take seconds to charge someone's card but days to refund money back onto it?