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Report: #265798

Complaint Review: Virgin Mobile - Internet

  • Submitted:
  • Updated:
  • Reported By: Eagan Minnesota
  • Author Confirmed What's this?
  • Why?
  • Virgin Mobile www.virginmobile.com Internet U.S.A.

Virgin Mobile Supervisors/customer Service suporvisor made statements regarding my character and accused me of lying to them Ourteam@virginmobileusa.com Internet

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The following is a copy of the e-mails I have sent them. I would strongly urge people that may have shared a similar experience with Virgin Mobile to follow through and post the bulletins currently curculating on www.myspace.com, www.facebook.com, www.tagged.com, and www.hi5.com. These are effective ways of circulating our experiences and might actually have a chance at making a difference with this company!

Copy and paste this bulletin to myspace or facebook!

RE: Pass this on! Boycott Virgin Mobile!
Body: wow i always though u had cingular...dude u should have asked or read the comments on web before getting them..they are really bad..i am suprised u didnt know that..
-Stan

----------------- Bulletin Message -----------------
From: Alpine Diva
Date: Jul 31, 2007 1:24 PM


They're business practices are whack! They are supposed to be a prepay phone company but they refuse to stop charging my account every month for a plan I never even signed up for!

+They are always rude on the phone

+ their supervisor hung up on me and accused me of lying because I was not completely certain of the date I purchased the phone.


click here to send a quick e-mail and reference Katrin B from saint paul MN!

LETS DO SOMETHING ABOUT THIS FOLKS!

E-mail them and let them know that we are sick of unethical business practices going on in these cell phone companies!
pr@virginmobileusa.com

(or)
http://www.virginmobileusa.com/about/prepareEmailUs.do


Hi Katrin,

Thanks for your email and the heads up of the situation you have encountered!

Virgin Mobile values each customer and would never approve of the way you have
stated your issue was handled.

Please accept my apologies on behalf of Virgin Mobile that this has occurred.
We take this type of feedback very seriously and hope to get to the bottom of this quickly before any other situations with another Virgin Mobile customer
arise.

Upon reviewing your account I see that you were on $59.99 Monthly plan (please note: I NEVER SIGNED UP FOR A PLAN- THEY DID THIS AUTOMATICALLY BECAUSE THEY HAD MY DEBIT CARD NUMBER FOR A PRIOR PURCHASE FOR MINUTES!!!)and your Current Through Date was 07/03/2007.

Since you're on $59.99 Monthly TALK option, on the CTD your Monthly charge plus applicable taxes and surcharges was charged on 07/03/2007 (your balance is checked 1st, then the CC/DC card if one is registered).

Just so you know when you are on any of our Monthly plans, then on every month on Current Through Date(CTD) your account will be charged towards monthly charge
around 8 pm local time. Monthly charge will be deducted from your cash balance if you have sufficient amount to cover your monthly charge plus tax. If you do
not have sufficient amount in your cash balance, then it will automatically charge to your credit card/debit card, the one that is registered with us.

Unfortunately, as stated in our Terms and Conditions, which is located on our website (www.virginmobileusa.com) or in the Welcome Booklets you received when you purchased your phone, we do not offer any refunds for the charges that are successfully charged. Monthly charges are non-refundable. Sorry about that.

If you have any other questions or would like more info, please feel free to call us at 1-888-322-1122 (or *VM on your Virgin Mobile phone). We'll be delighted to assist you.

Jay
Virgin Mobile At Your Service


----- Original Message -----


Dear Virgin Mobile Public Relations,

I am writing because I am very upset with they way I was treated this afternoon by one of your supervisors.

In April, I purchased a phone but I was not able to get a prefix on the phone that would allow for me to get reception where I worked so I called in to ask them to change my phone number several times until I was told that they would not be able to get that particular prefix on the phone. I returned the phone right after that.

I made a purchase for some minutes on my credit card which apparently placed me on an ongoing plan every month. When I called in on 6/4/07 and 7/6/07 to
discuss charges to my checking account, the representatives told me they would not be able to discuss my account with me because I did not have the
phone number (because I returned the phone) necessary to retrieve my v-key online.

Today, a representative finally gave me my former phone number so I could access my information online.

I spoke with a supervisor reguarding this who was very rude to me. She maintained that virgin mobile policy would not allow for her to refund the months that I have not had access to my phone.

I complained that I should have been able to deactivate my account months ago and the representatives should have been able to help me retrieve my information as the man had today. I argued that because they did not do
that, I had no way of stopping the charges on my account.

She initially very rudely accused me of hanging up the phone on her which despite the fact that I immediately called back to apologize and explain because my phone disconnected in the middle of our previous discussion. She was VERY accusative in her statements which is uncecessary and unprofessional.

She then accused me of being inconsistent in my statements because I was not entirely sure of the dates I called virgin mobile because it was so long
ago. (now I am because I have a record of them being made from my cingular phone statement on the call dates listed above). She maintained that the calls were being recorded which frankly doesn't do her any favors because
she was so rude to me and then proceeded to hang up the phone on me when I asked to to hold for a moment while I retrieved evidence that I had been trying to call virgin mobile before today in order to discontinue my service.

I would strongly urge you to retrieve this recorded conversation as I think any reasonable person/ ethical business would agree with my frustration in this matter.

I am also asking for a refund for the months of May through July 2007.

Thank you for your time and consideration,

Katrin Saint Paul, MN

Katrin
Eagan, Minnesota
U.S.A.

This report was posted on Ripoff Report on 08/07/2007 10:49 AM and is a permanent record located here: https://www.ripoffreport.com/reports/virgin-mobile/internet/virgin-mobile-supervisorscustomer-service-suporvisor-made-statements-regarding-my-charact-265798. 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. Ripoff Report has an exclusive license to this report. It may not be copied without the written permission of Ripoff Report. READ: Foreign websites steal our content

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