• Report: #886444

Complaint Review: Virgin Mobile

  • Submitted: Tue, May 22, 2012
  • Updated: Tue, May 22, 2012

  • Reported By: Rotbone — Stafford Virginia United States of America
Virgin Mobile
Internet United States of America

Virgin Mobile Incompetent customer service/departments don't know what the other is doing. Internet, Internet

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I had a phone go bad on me. While using one program and another was blending in and interrupting the program I was using. They replaced the phone with no problems. A week later son sons touch screen stopped working. They replaced it with no problems.

Here where the problem starts. When you send a replacement phone back. They give you a number to write ON the envelope. I followed all instruction to the letter. Returned the phone(s) the very next day if not the second business day, using their USPS bag and label. Two weeks later my son tells me hes getting threats of turning off his phone if the
 old phone is not returned. Being 13 he was a little scared his phone was going to be turned off. I called the incompetent service agents and told them I didn't like the messages being sent to my son's phone and that they had better stop. I also told them the phone was returned weeks ago. The agent checked and verified that it was returned.

Here it is two weeks later and he is receiving the threat again. I also received the same  in an email. I called the incompetent "customer service" department again. A guy who I could not understand completely because of his poor English answered the call. I asked to speak to a supervisor. I had to give him my cell number and pin number again and he wanted my email address before he would  transfer me. Plus he wanted to know why I wanted a supervisor. Since
when does a customer have to explain to an employee as to why he wants a manager or supervisor? What has happened to customer service in America? I hung up on the guy and called back. A girl answered and I had to go through it all again with her.

At this time I was very angry and demanded to speak to a supervisor right then or I would be closing my two accounts with them and I told her I would be calling the corporate office. I had to do the same thing with Direct TV yesterday just to get an issue resolved with their incompetent service "robot" agents. This Virgin mobile agent told me she was transferring me to a supervisor right now and made the transfer. A girl answered and it turned out NOT to be a supervisor or a manager. It was the cancellation desk. You see what she did there? She was trying to be an smarta**, by doing this, she was basically saying "here why don't you cancel your service". Where do these people come from now a days? Employees now a days could careless about there jobs and other things but thats another story. So the girl I ended up with, I had to go through all the BS with her and then placed on hold for five minutes. She came back to tell me she was getting one and placed me on hold again. I hung up.

on the 23rd of April I received an email saying
Hi DAVID,

We hope you are enjoying your new phone!  Remember when you contacted us to get your new phone?  We let you know that we needed your old phone back and we still havent seen it.  You only have 5  days left to do that or your new
phone will stop working!   If you need to contact us, please call At Your Service at 1-888-322-1122 - or visit us on the Web at www.virginmobileusa.com.

Make sure you have your order# handy when you call. Enjoy!

The Virgin Mobile At Your Service TeamHi DAVID,

We hope you are enjoying your new phone!  Remember when you contacted us to get your new phone?  We let you know that we needed your old phone back and we still havent seen it.  You only have 5  days left to do that or your new
phone will stop working!   If you need to contact us, please call At Your Service  at  1-888-322-1122 - or visit us on the Web at www.virginmobileusa.com.

Make sure you have your order# handy when you call.Enjoy!

The Virgin Mobile At Your Service Team I emailed them back. I have already called you guys about this and it was confirmed that the phone is there. Someone keeps text messaging the phone my SON a  13 year  old uses, threatening to cut it off if the phone is not returned.
 
Get your act together cause if I receive one more message, email or  my son receives one more text message. I will be closing both accounts I own.
  David Turner
 
They replied

Hello David,  Thanks for contacting Virgin Mobile Customer Care. First let me extend my apologies for any inconvenience this delayed alerts have caused.

We can certainly clear this up, but first we must verify we have the right account. Can you please respond and provide your Virgin Mobile phone number and Account PIN (numeric security code)? Once we have that,we can get right to business and get you on your way!

Hopefully you can understand - you wouldn't want just anyone getting your private information. Without the information requested we can't divulge information through email, it's a privacy thing.

If you need additional assistance, feel free to let us know how we can assist further or contact us at 1-888-322-1122 (or *VM from your handset). You can reach us Monday through Sunday from 4am-9pm

PST. As a reminder, please include your Virgin Mobile phone number and account PIN on any reply to us.

Thanks & Best Regards,

Wendy
Virgin Mobile at your Service
www.virginmobileusa.com

I replied back.  Hopefully you can understand - you wouldn't expect me or anyone to just give out private information over email either. You dont need the information to fix this problem that has been "supposedly" fixed once already. I spent over an hour yesterday trying to get this resolved over the phone. I demanded a supervisor. In stead I received a hold on twice that had me waiting an unacceptable time. When I first called I got a guy that had a very loud annoying
 mic. I told him and did he care , no he acted like he never heard me and asked me what I wanted. I hung up. The second time I called I got a guy that had a mic that was breaking up like a short in a wire. I told him. Did he care, no? He continued and asked me what I wanted, like I was going to talk to a broken bunch of missing words. The third
 person I got I demanded to speak to a supervisor. She transferred me to cancellation, basically tell me that if I didnt like the service I could just cancel my account(s).  Then that person was the one who had me on hold for a long time. You sent the email. You know who the email belongs too. You claim it belongs to me so therefore you know the info
and you don't need to ask for it. Meaning you can look up the phone, trace it through your pathetic work place there and fix the problem your self.

I have contacted the FCC and made a complaint, filed a complaint with the BBB and have sent you a warning that if you don't fix the problem. I am closing both of my accounts. Plus I will file a complaint with Peopleclaim for damages.
Now I am sick of this problem. I refuse to talk to them (the so called customer care reps) I demand a manager, not a fake employee acting like one.

I dont understand how a company can run a business and its ver own customers who they rely on for income can't get beyond the robots who work their phones.

This report was posted on Ripoff Report on 05/22/2012 01:30 PM and is a permanent record located here: http://www.ripoffreport.com/r/Virgin-Mobile/internet/Virgin-Mobile-Incompetent-customer-servicedepartments-dont-know-what-the-other-is-doing-886444. 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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