![]() In January, I was told to wait until February 11, 2015. I communicated via email with Virgin Mobile in December 2014 and was told to wait until the new year. I patiently waited for several months for Virgin Mobile USA to implement their new unlocking policy in accordance with the new law. Upon further research into the matter of phone unlocking policies in the US, I learned of the "Unlocking Consumer Choice and Wireless Competition Act" (S.517) which was signed into law by President Obama on August 1, 2014. Needless to say I can't get good service, can't purchase the phone I want and Virgin's representatives are giving out inaccurate information and I'm losing over $200. I tried this and when I went to checkout I was told I couldn't buy this phone using any of my remaining dollars. I decided to do that and pay any additional costs for a new phone. I was also told by two of their CS reps I could use my remaining balance for any new phone. I wrote the corporate office over a month ago and have never heard from them. She would not give me a phone number for corporate office and said I could call the 1-800 number again and take my chances of getting someone in USA as all calls were randomly sent to various call centers. She couldn't help me, would not connect me with an account representative in the USA. Later that evening I got a phone call from Virgin saying my nephew wasn't on the same plan as I was so I couldn't donate any hours to him. They contacted an account rep who said I could only donate $100 maximum, not the $197.00 balance. They also agreed I could donate my unused hours to my nephew. Went through the whole explanation again with a foreign rep. When I got the necessary info I called back and got another representative. PLEASE SAVE YOURSELF THE STRESS AND MONEY AND DO NOT BUY A VIRGIN MOBILE PHONE FROM WALMART!!! Even when I can actually understand them, they don't appear to listen or have any comprehension of what I'm telling them. They are rude, incompetent, and their English is horrible. I've had to call customer service every time that I've tried to pay my bill. It took two days! You can only pay the bill through the app on the phone, which never processes right away. It's part of the Virgin Mobile Data Done Right plan.ĭO NOT GO DOWN THIS ROUTE. I purchased this phone at Walmart, and it is different than the regular Virgin Mobile USA. I can only assume that he, too, like his predecessor, was too stupid and incompetent to resolve the matter. I said, "Excuse me?! You guys stole over $100.00 from today, and I'M THE ONE THAT'S BEING WARNED?!?!" He put me on hold. He told me that I was on my "last warning". I yelled at him, tears of frustration pouring down my face. ![]() He ignored my request and then attempted to have me agree to the 48 hour wait. They had to receive the money, put it through their system, and then return it to me. He said that it was not possible to cancel them. I informed him that the charges were still pending, so it was possible to just cancel them. He said that there was nothing he could do. I said that I needed it today because I have bills coming out. He said that I could have the money in 48 hours. I called back and talked to another representative. She said, "Just wait, please," and then proceeded to put me on hold. Finally, I told her that I'd been on the phone for 51 minutes, and that I should have been put through to a manager a long time ago. I started to cry with frustration after she, yet again, told me to call this other number. I am a young, stay-at-home mom! My husband and I have a mountain of tuition debt! $111.15 is a LOT of money to us! What are we supposed to do, skip groceries for 10 days?! I told her that it wasn't acceptable. She said that I could have my money back in 5-10 business days. I told her that it wasn't my bank's fault, and that Virgin should drop the charges. She then said that I should go to my bank and have them drop the charges. ![]() While I was on hold, I received another charge for $36.69! I informed her of it, and she put me on hold again. She said, "Ok, ma'am.", and once again put me on hold. What on earth?! I COULDN'T CALL ANYONE EXCEPT FOR CARE. She said, "Ok, ma'am, kindly take this number." This time I yelled at her. I informed that I could not call anyone except Care, because my bill wasn't paid. She then instructed me to call financial services.
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