• Report: #667035

Complaint Review: Virgin Mobile Broadband

  • Submitted: Wed, December 01, 2010
  • Updated: Wed, December 01, 2010

  • Reported By: KSN — Monroe New York United States of America
Virgin Mobile Broadband
www.virginmobileusa.com Internet United States of America

Virgin Mobile Broadband stole money and lied about cancellation... Internet

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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?  

This report was posted on Ripoff Report on 12/01/2010 11:47 AM and is a permanent record located here: http://www.ripoffreport.com/r/Virgin-Mobile-Broadband/internet/Virgin-Mobile-Broadband-stole-money-and-lied-about-cancellation-Internet-667035. The posting time indicated is Arizona local time. Arizona does not observe daylight savings so the post time may be Mountain or Pacific depending on the time of year.

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