Comments on: Ripped off by Virgin Mobile

By: Tasha

Tasha — Wed, 06 Mar 2013 15:30:19 +0000

We have 4 four phones with them. 2 prepaid 2 on an account. Yep, everyone is right here, they are fantastic….. as long as you don’t need to have an issue addressed. Then you drop to the bottom of they’re priority. I’m disgusted by their customer service, when they are needed to fix a problem. My son’s prepaid phone hasn’t worked in 2 days due to “a technical issue”. I’m continually fluffed off, ‘accidentally’ disconnected 5 times over the course of 2 days (no I’m not swearing or yelling but stern), managers are too busy to talk to me. I’ve been told it will be fixed in an hour, following day, it will be fixed today, later that day 24-48 hours and this morning I’ve been told it will be fixed in an hour.
Nice to see we are not the only customers treated so horribly. I thought maybe the $300 a month we spend on Virgin phones wasn’t enough to be a priority. Good to know “They are Here to Help” ..what a joke.

By: Kim

Kim — Fri, 22 Feb 2013 23:20:23 +0000

the pre-paid issue is a crock… I was suposed to top- up on one day but what they don’t tell you is that it is actually a day eariler. Lost a lot of money like a hundred bucks becasue I was a according to them “late”. I cant even speak to a manager I was told they do not take calls, give calls.. everything has to be email… that says something when a provider dosen’t want to talk to the customer. I dont use email or internet often so I get chastized? what a scam… spent my ” work day” on the email stressing …I wish the goverment would impose restrictions,

I don’t know of any other industry which forces you to keep adding “extra” money on to an account that already has at lot of money than shut you down and steal it all away when your a day or hrs late.

By: may

may — Thu, 31 Jan 2013 18:28:19 +0000

Virgin Mobile is rated F by the Better Business Bureau and there are 500 comments(mainly complaints) about Virgin Mobile on the internet.

By: may

may — Thu, 31 Jan 2013 18:24:31 +0000

I got a free HTC phone and a Virgin Mobile phone plan from The Source last April. I also got their basic $25 plan. Well this month they sent me a text and demanded $100 which I paid. Tried it again a week later and I did not respond. They charged me $179 for 2 weeks of local calls and $25 for a phone plan which I had actual access to for 2 weeks of last month before they stopped me from phoning out. They actually made me pay for phone calls in from people leaving messages that I could not access.

Be warned . Do not get a Virgin phone plan.

By: Nick

Nick — Sat, 19 Jan 2013 03:08:56 +0000

A while back I had a problem with text alerts that my balance was about to expire. Only three problems. One my balance wasn’t about to expire. Two, the expiry date was several weeks BEFORE the text was sent. Three, the alerts were sent to my phone in the middle of the night (like 3am!). I work call outs and I can’t turn my phone off at night so it is EXTREMELY annoying when it rings for nothing.

Well after complaining they told me the problem was fixed. Then it happened again…

Then there was the problem I had with receiving multi-part text messages sent from Telus phones. I would get part of the message and several empty messages. My boss is on Telus and sends a lot of messages over 160 characters so this was a bit of a problem. To cut a long story short, after many calls and much effort to get nowhere they FINALLY admitted it was a KNOWN PROBLEM.

I asked for a formal response to my complaint in writing. They said no. I did complain to the CRTC and CCTS and got nowhere. I also wrote to their chief executive of Virgin Mobile at their registered address and didn’t even get and acknowledgement.

Now the final straw. I am occasionally getting ‘account problem’ error messages when I try and send texts (account is in credit). As usual customer service is useless and fail to acknowledge that there might be a real problem.

I’ve had enough, cancelled my auto-top up and monthly payments on my credit card and am going to go elsewhere as soon as my balance expires.

By: bruce

bruce — Thu, 10 Jan 2013 03:22:55 +0000

my son lost his phone that was on a super tab dec 2011 we called virgin and had the service suspended.After three months not finding the phone we called virgin to find out how much we owed to get out of the contract and paid them.Jan.8 2013 I received a call from a collection agency saying I owed the company money and they gave me a number to call for an explanation.I called that number and they could not explain why I owed them.After hanging up on them I contacted Bell and demanded an explanation or I would cancel all my bell accounts I spent 1 hr on the phone going from person to person and finally asked for a supervisor and they hung up on me.I called back very frustrated and finally some one told me I had not told them to cancel the service so they were still billing me even though I had not seen a bill.The bill was reduced to 15 dollars I told them they would not see one penny from me and if they billed me I would cancel my other bell accounts.I hope they send me a bill I will pay them $1.00 a month and ask for a new statement with the current amount owing just to be annoying

By: Mira

Mira — Thu, 20 Dec 2012 22:43:47 +0000

SERVICE IS BEYOND REPULSIVE. If you’re paying monthly and everything’s going fine (ex. phone isn’t stolen), they keep you happy. But once something goes wrong (ex. phone gets stolen), they bail out. For me, I had to pay full price for a phone or pay $260 to terminate my plan. Ridiculous and their attitude was so bad. Also, no offense, many of their customer care “specialists” have strong accents that are just impossible to listen to and understand! I can tell from all these posts that it’s not just me…thank the lord. I tell everyone I know about how horrible Virgin Mobile is.

By: Jeff

Jeff — Wed, 19 Dec 2012 03:01:39 +0000

If some people are skeptical about the poor service of Virgin Mobile, I can tell you about my dealings with that company. I was on a $25 dollar plan with them and called them and changed it to a $30 plan that they offer because I work away from home more than I have in the past. After I called them, I made sure that the changes showed up on my account page on the Internet. I always check to make sure that everything is okay with the account every other week or so and found out that they were charging me a standard long distance rate for long distance calls when they were supposed to be free (part of my plan) from 5pm-7am and for weekends. I called them and they said it must have been a glitch on their end and would be resolved. I sent off an email just to confirm this in writting which should have been sent to me in two business days….well I am still waiting. The problem is that the 692 minutes is still showing up on my account, but is subject to change? I am sure that when the bill comes the techical “glitch“ on their end will cause me a real headache but we shall see. It is sad that I had to catch their mistake and if it isn`t resolved I will pay my phone but not any false charges and say good bye Virgin Mobile and hello Koodoo or Wind….

By: scru you virgin

scru you virgin — Tue, 18 Dec 2012 21:13:11 +0000

I have dealt with this pathetic ignorant company for about 5 years. Thats 5 years of punishment, lies, phantom charges and broken promises until I finally told them to bite me. This company has no redeeming qualities stay away.

By: Anonymous

Anonymous — Fri, 14 Dec 2012 05:07:51 +0000

Call the CRTC to make a complaint in Canada. The FCC only handles complaints in America. Yes, the service can suck at times but instead of tossing your phone out in the garbage and spending hard earned money to buy a new one from a different cellphone company simply get your phone unlocked by doing a Google search and putting in the unlock code specific to your phone. That way you can use any cellular company you want by simply purchasing a SIM card from the company you wish to swich to. The SIM cards are cheap. Also use pay as you go plans to avoid any surprise bills at the end of the month.

By: Vic

Vic — Wed, 12 Dec 2012 04:32:36 +0000

Virgin Mobile Canada is the WORST carrier we can have here … so BELL decides to takeover Virgin and unleash BELL HELL on all of us … call centers all over the world who do NOT know what they are talking about … I give Virgin Canada about 16v months and Bell itself ? …. hmmm … burn in HELL

By: Hey Virgin F U!

Hey Virgin F U! — Wed, 21 Nov 2012 10:26:38 +0000

SOLUTION: CALL THE FCC!!!!!!!! BETTER BUSINESS BUREAU!!!! AND BETTER YET TAKE THEM TO SMALL CLAIMS COURT.I swear they are all owned by one company b.c you go from one to the next hoping for better…they all end up making so much money. I want to know why the government doesn’t stop them? FCC help!!! I know smc has worked in the USA. But tumours and infertility are not worth. Lets go back to dealing with people not machines.

By: jess D

jess D — Mon, 05 Nov 2012 21:04:28 +0000

Whoever says Virgin Mobile has great Customer Service has obviously only had to call them with minimal issues. They have THE worst customer service and its obvious as they are owned by Bell. I have been with them for years and have had a few great people who have solved issues but for the most part no body knows what they are talking about or just doesnt want to help you. Weather its because they dont know or just dont want to help its beyond me, but after being with them for so many years there should be no reason that I have had as many problems with them as I have had. They are a total dissapointment to customer service and need to step it up as I have plan on letting as many ppl know as possible on how awful they are.

By: Mike

Mike — Fri, 12 Oct 2012 22:32:51 +0000

My experience with Virgin Mobile is worse than yours. I received a factory defective phone, and Virgin refuses to own up to the problem. Their customer service is indifferent (kindest words I can come up with), and their service department is the worst I have ever seen.

Now to cancel the contract, with the penalties, I will have to pay $400 penalties, + 15 months prorated at $20per month = $300 plus the $100 I paid up front for my HTC Sensation.

I total, I’m being charged $800.00 for a $400 phone that never worked properly out of the box.

What a bunch of jerks

By: mel

mel — Wed, 26 Sep 2012 22:10:53 +0000

I had the same experience @beware of virgin mobile and @brett.You can read my eexperience once they post my review here.