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  • Report: #692640

Complaint Review: Virgin Mobile Canada

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  • Submitted: Tue, February 08, 2011
  • Updated: Tue, February 15, 2011

  • Reported By: scump — Ontario Canada
Virgin Mobile Canada
Internet, Ontario United States of America

Virgin Mobile Canada Gave me a $60 credit, then took it away!!! Internet, Ontario

*Consumer Suggestion: Had the same problem

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Bought phone in sept/oct by kiosk in Brampton mall.  Activate same day.Early January I tried to download ringtone.  VirginLive took my money TWICE but no ringtone.  I call support.  Please listen back to the recording of my first call to Virgin as this is the transcript;

"I can't download a ringtone.  I used VirginLive and I get a 500 error page."
"Some phones are not compatible."
"I have a Samsung.  Is mine compatible?"
"Yes."
"So why can't I download a ringtone?"
"Please hold."
holding
"Hello sir?  Some phones just aren't compatible!"
"But you said my Samsung IS compatible, is it or not?"
"Yes."
"So why can't I download a ringtone?"
"Please hold."
holding
"Hello sir?  Some phones just are not compatible."
"You said this already three times!!!!!!"
"Yes I will have to escalate the call.""Okay I will hold."
"Okay."
I hung on the line an extra minute or two before I realized she had hung up on me.

My 2nd call to Virgin. Immediately after the 1st.I'm told 3-5 business days to find out why I can't get ringtones.  I say forget about it, I got my refund I don't care anymore.  I hang up.

Suddenly all texts & calls are not working. 

My 3rd call;
"I can't text!"
"Do you have an LG?"
"No I have a Samsung."
"It says here you have an LG."
"I don't."
Tech had me reset my phone, wait an hour, should work fine.  It did not.

4th call;
"I still can't text!!!"
Tech has me try to reset my phone she later admits are troubleshooting functions for an LG.  I explain AGAIN I do NOT have an LG.
I am told I have to wait 3-5 days for my call to be escalated.  She provides a $20 credit.

5th call, the next day;
Incoming call from Virgin rep.

"Sir I understand you can't text from your LG?"
"For god's sake I have a SAMSUNG!"
"I'll call you back."
The rep also confirms the $20 credit.

4 days later I receive another call from a Virgin rep.
Problem has been resolved, rep provides a $20 credit.  Finally I can text again.  I check my account. $80!!!!!  I thought GREAT!  It was a real inconvenience to not have texting but for a $60 credit I was clearly compensated for my troubles.  However...

A week later I try again for the ringtone, now that my phone is back to normal.  I get the ringtone for a ridiculous $3.99 without the option to sample before buying.  What a mistake!!!  I call right away and explain the song is not even the real song.  It sounds either live or demo and not even the real band, almost a karaoke version.  Rep refunds money but keeps me on the line for almost an hour, confirming my account.  Why?  Because the reps that reinstated my account FORGOT to update the rest.  My pin wasn't set.  My home phone was 000-000-0000.  My phone STILL said it was an LG.  He had to reset all of this, then asked me to log in online to fix the rest of the info myself.  What the hell is this?????

Whatever, I still can't complain.  My account is at $70.  Wait a second... wasn't it $80 less than a week ago?  Hmm, maybe I'm mistaken.  Forget the ringtones I will just stick with texting.

Now it's around 20-30 days later.  My account is at $0.  I call Virgin YET AGAIN.The rep explains that when Virgin reset my account they forgot to give me my old account settings of unlimited texts.  Instead I was PAYING $.15 PER TEXT!!!

All I know is when I first got my account reinstated I had $80 in there enough to last me until April until having to pay again.... AND I WANT TO KNOW WHERE IT WENT!!!!

The rep says he can give me a $20 credit and that's all he can do.  I WANT MY $60 BACK!  I only want what was given to me.  The $60 credit.  Rep says someone will contact me in 3-5 days.The next day I realized Virgin didn't even ask me for a contact # to phone me (my virgin phone does not take calls).  I call them again.  I explain the situation and provide a contact #.  I ask the rep if they could look into my account and make sure no one tried to contact me yet.  Rep explains the issue has been ticketed as RESOLVED.I have had enough.  I only want my $60 credit back.

This report was posted on Ripoff Report on 02/08/2011 05:24 PM and is a permanent record located here: http://www.ripoffreport.com/r/Virgin-Mobile-Canada/Internet-Ontario-/Virgin-Mobile-Canada-Gave-me-a-60-credit-then-took-it-away-Internet-Ontario-692640. 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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#1 Consumer Suggestion

Had the same problem

AUTHOR: Fuck - (U.S.A.)

Virgin refuses to let customers speak to these departments [Billing, Complaints, Management] without requiring a 2-day wait time for a callback.  During that time if you do not receive the call they will NOT CALL BACK.

I had to go through the CCTS to get my money back from them.  It was a simple issue that Virgin just could not wrap their heads around.  Low level techs understood, sympathized.  But the higher ups didn't understand the situation because I could NOT talk to any of them.

Again I suggest the CCTS.  Virgin has the WORST customer service, the WORST overall service and WORST quality hardware.  This is Bell's answer to lower-class marketing.  Gangster rap playing on hold.  Slang used by operators "Chill out while I hook you up with someone to treat you real nice."  Give me a break!!!!!  I'm not 14 and black.  Grow up!!!  A company catering to retards!  It's no wonder they don't give a s#!t about customer service.

Buy a phone and you'll have it activated the same day.  Have a technical or billing error and it takes 3-5 days just to talk to someone about it.
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