Virgin Mobile Corporate Office - Corporate Offices & Headquarters

Virgin Mobile Corporate Office

Virgin Mobile Corporate Office Address

Virgin Mobile USA, L.P.
10 Independence Blvd
Warren, New Jersey 07059

Contact Virgin Mobile

Phone Number: (908) 607-4000
Fax Number: (908) 607-4822
Website: http://www.virgin.com
Email: Email Virgin Mobile

Executives

CEO: Brandon Draper
CFO: Mark Chauvette
COO: Marie Gilhuley

Virgin Mobile History

Virgin Mobile USA is a prepaid wireless service in the United States and Puerto Rico and is a wholly owned subsidiary of Sprint Corporation.

Virgin Mobile offers prepaid voice and messaging services.

Virgin Mobile was founded in 2001 by a joint venture of Virgin Group, Sprint Corporation, and Singapore Telecommunications, Ltd. and started operations in 2002.

In 2009, Sprint Corporation bought out the other joint venture partners and became the sole owner of Virgin Mobile. They license rights to use the Virgin Mobile brand name from Virgin Media, which is based in the U.K.

They work with 40,000 retail locations and provide service to 6 million customers.

{ 76 comments… read them below or add one }

Nora Lidell May 5, 2017 at 2:36 pm

I’ve been a VM customer for many years but I am going to quit. I bought a phone from them, Fed Ex screwed up and it got returned to VM’s warehouse. I’ve now called VM four, five, ten times. I can’t get through to a human, when I do they all apologize and then add things to my “file” and nothing happens. They’ve hung up on me three times. They put me on hold and never come back. They promise me they the phone will be delivered in X number of days and when i call back because it hasn’t been delivered, they tell me they’ve canceled the request. This happens repeatedly!!! No one knows what they are doing. They (the phone operators) all give me different information and the bottom line is that I still have not gotten my phone. The way they treat the customer is appalling. Do they really expect that they will retain their customers, even ones like myself that have been loyal users? What nonsense.

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John Fleming May 4, 2017 at 2:16 pm

I was a VM customer for about 10 years. On March 13 2017 I activated a brand new phone(HTC Desire 626s) , about 3 hours later I did not have a mobile data signal, no voice or texting. I exchanged about 20 emails with tech support, nothing worked. I tried re-activated my previous phone (an older Kyocera hydro vibe) and couldn’t. Since I bought the HTC used off Ebay and the memory or sim card slots don’t work I bought a brand new, never opened package Kyocera Hydro Vibe (updated and upgraded version of my previous one). I attempted to activate it to no avail. I called tech support and they told me that the model is discontinued and they can’t do it (it’s still for sale through VM) then they hung up. I called back and was on hold for another twenty minutes, when I finally got someone, I gave them my number and they said “Hold on” but didn’t put me on hold, I can other background voices, after about 3-4 minutes I said “are you still there?” he said “yes just hold on”, after 3 times of this I was hung up on again. I do know that if you switch to Sprint pre-paid you can keep your phone number because Sprint is the father company of VM. But in either case I’m going to file a lawsuit against VM, that will get their attention

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Tom Lewicke April 9, 2017 at 3:23 am

I purchased an iphone 5s for my wife a few days ago from Virgin Mobile. Activating the phone turned out to be beyond difficult. I trued to swap phones from an older Samsung to the newer Apple. After I entered the MEID and clicked of submit, the page displayed an orange band with an exclamation point, no other explanation. I tried to use your customer support system and received an email acknowledging my inquiry, but no solution to the problem. Checking on the activation later ai found out that the MEID number was not valid. What do I have to do to return the phone and get a refund for the plan upgrade?

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harold steward April 2, 2017 at 10:20 am

Can’t buy iPhone SE you sent in a email stating 2 day sale 4/1 & 4/2 only with promo code FDS2VOH for $100 off any phone over $100. Yours​ site keeps saying my address info doesn’t exist and to call customer care which is another joke. First thing they ask for is my credit card information before asking for an account or phone number. Then tell me they can’t honor they promo code because it has to be used online which will not work! Not sure what the issues are with Virgin Mobile making me buy a new phone and plan is in the first place but it really beginning to make me rethink using your phone service!

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Dawne FergusonPrance January 20, 2017 at 2:45 pm

I am a Walmart Wireless associate. Recently a customer came into the store and asked for help in moving his phone number from Virgin Data Done Right to Virgin Mobile USA. I first called the retail support number, who told me that I would need to call Custom
When I called the number she gave me, I was transferred to another department. That department told me I would need the account number, so they transferred me to another department. That department told me I needed a 6 digit pin to access the account. The customer only had a 4 digit pin. When I attempted to contact the customer service number from your corporate website, I got T-Mobile. My customers left annoyed and upset. I don’t know what is going on with your company but I can tell you that I will never sell another Virgin Mobile phone to anyone else. I will suggest anything but… get your sh*t together or get out of the business no one has time for this kind of extremely poor customer service. Even Tracfone is better.

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Susan Mcginnes January 11, 2017 at 4:12 am

Well, I have been a customer since Party Animal phone. Probably one of the first people. I tried to call but the voice mail but didn’t have the option of speaking to a “live advisor”-only specific choices like buy a phone or top up. I just needed questions answered about upgrading from my K-9. I am still on the grandfathered plan of Pay Lo. I noticed they had the Assurance low income plan- I wish someone had mentioned that to me YEARS ago, but never did. So I looked at my plan on the web. The rate showed 20 cents per MB. I emailed about the price. I was told it was $1.20/MB. Then I was emailed back later with my correspondence that the price should have been $1.50/MB. Talk about WRONG PRICES!!!! There is no upgrading plans except to join the $35 plan. That is definitely a racket!!! I will check out Metro PCS and TMobile (toptenreviews.com)….. FCC will handle complaints about phones: Consumer and Governmental Affairs Bureau(CGB) 445 12th Street SW Washington, DC 20554 phone #1 888 225-5322 or fcc.gov/consumer-governmental-affairs-bureau—I get all this great info from the Consumer Action Handbook at Pueblo, CO 81009 FREE from USA.gov/consumer. A lot of free government books about all kinds of info!!!! My plan expires on Feb. 12 and I hope to find a different plan somewhere else. Please forward my condolences to Sir Richard Branson for a once good product, but to quote Poe- nevermore.

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John Kane December 21, 2016 at 3:30 pm

Have had no service since 4 Dec 2016. Have had messaged with over 15 reps. Each time get an answer from different rep to lazy to check case history. All ask for same data. I have asked to speak to a supervisor but all I get is there are none here call the 888 number. ( Yoy know the one that you will only get buttons not a live person) One day VM suppose to call me. Waited all day and no call. Did get a call to tell me that towers in my area were being upgraded and I would not have service until 24 Dec. On 21 Dec get a call to tell me that the towers in their area (wherever that is-India??) have been upgraded and the problem is with our phones. (Wife & i have different Samsong phones). That we would have to buy new phones. This is theft you have my money, I have no service, I am lied to and Branson laughs. Unless I get satisfaction soon I will go to small claims court. It may cost me and you may think it is nothing but it will be in the paper. Please do not send a canned answer.

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Laura Aitken January 4, 2017 at 1:39 pm

I am having the same problem. Early December I noticed there was no signal on my Virgin Mobil phone. Called sever times over several days. Finally one customer service agent sent told me that the towers in my area were being worked on and there was no way to know when I would get my signal back. On December 13th I requested the account to be cancelled and for any money still left on the phone to be refunded.
I just received an e-mail stating they were getting ready to charge my phone to Top Up on 1/8/17. I’m on the phone now with them. Even though their notes say i requested to cancel the account, they didn’t. Even though the account notes say I requested to have a Supervisor call me back, I never received a call. And now they are trying to tell me that they cannot refund all of the money still left on my phone.

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Mike Chapman January 6, 2017 at 8:41 am

Hi I have had a really bad service right throughout December, my contact ended on the 27 November 2016 I agreed a new one month rolling contract for £8.00 per month first payment due 27 December I received a text stating that they were going to take the previous contact payment of £27 .21 on the 3rd of January 2017,so I contacted customer service who told me that they have no record of my new contract so I have stopped my direct debit to Virgin.
Following threats to my services I have called them on several occasions up to now three custom services agents have threatened to call me back but up to now no calls

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Drew December 1, 2016 at 1:39 pm

Had a very terrible customer service experience tried to call corporate but the number is always busy found this number (855-848-3280) and spoke with an actual American named Jason who was helpful and polite.

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Monics Hoskin January 6, 2017 at 5:06 pm

@Drew,
HUGE THANKS for this number!!
Spoke with corporate, not sure what will happen but I know my case is no longer lost or mishandled in a call center/tech support zoo.

I was left with a new iPhone that had no network connection. WiFi, etc. works. But no text or calls. I was told to wait 72 hours for escalation tech support that never called me back. That I was left indefinitely with no phone or text ability is outrageous in itself.

I’ll skip details. I’ve been with Virgin Mobile for many years. Recommended them to everyone. I’ve never had a contract plan. I’m 53 years old. The service had always been great, both network and customer service. I’m stunned.

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Anna Schultz October 24, 2016 at 11:26 pm

Stay away from Virgin Mobile at all costs! I have had virgin mobile for over 5 years. We have 3 lines. I called today to ask about unlocking the phones for international for a thanksgiving trip to europe. Their answer – not no but hell no. Because we have had the phones for less than a year. Phones that we paid full price for. Even though we have had lots of phones for lots of years.
This is not be same service they had a few years ago. Also, it was always hard to get through to customer service and it is even harder now. Also they charge you extra to talk to a person instead of using online services which don’t work.
Now I have 3 iphone paperweights but I will never give Virgin Mobile another dime.

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Ms Harden November 3, 2016 at 11:35 am

Agreed! I have been a loyal customer for over 3 years and there has been an outage the last 3 months in my area. They won’t credit my acct this month because they say my account hasbalready been credited the last 3 months because of this outage. Now I had been on the callbfor an hour today, been hung up on and told by the manager Dan, The supervisor Ken, Maria (who hung up on me when I asked to speak with a supervisor) a call taker named Joe (who told me “it’s your decision if you go with another service provider) wow. I’m being told they won’t credit my account and now it’s show there was no outage in the past 90 days. Well why would you credit my account because of outages that cause my calls to drop, Internet service to stop or slow up and not be able to check. Email properly ? Now there was never an out ? Done with virgin mobile. Outsourcing and not training people properly is going to cause this phone service to go under. I could see if I just started as a member 3 months ago and never paid for my services. I’ve been with this company for over 3 yrs, bought 3 phones in the past year(phones are either out of date or not enough internal storage or tears up) bought two phones for my parents,countless referrals and now you can’t credit my account so that my phone service isn’t interrupted because of the company having major issues with towers being updated. Then your now telling me the outages never happened and I’m lying. Done with this .Richard Branson, It’s time for you to clean house or use another network other than sprint to provide service for people. Worst experience today, all of those reps did unremarkable and the system that prevents them from continuing to give a credit to loyal customers is unfair and fraudulent in my opinion .

Former Virgin Mobile Customer

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Richard Steves September 20, 2016 at 3:03 pm

I have spent a week attempting to purchase a new Apple I phone 6 on Virgin,s web site but order would not go through.
After reaching Virgin by telephone, I was told they were having trouble with their site but try in a few days. A week later, still no luck with the site and sales rep said he could not give me the on line promotional price over the phone – STUPID!!
I emailed CEO to let him know what was going on in the trenches, no response back. I have switched my account and purchased the i phone from another cellular provideder. There stupidity just cost them the loss of a 10 year customer.

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Ms Harden November 3, 2016 at 11:52 am

Totally understand that. My complaint is still waiting for moderation approval wow

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tom bartolotto July 19, 2016 at 12:05 pm

take all my 3gb + away that i paid before the time 5 HOURS EARLY is up and RIP ME OFF!!!! CALL THEM TO HANG UP ON ME!! WILL TRY THE BBB AND HOPE TO SUE FOR MY MONEY. WANT MY DATA BACK STOLE FROM ME AND PAID BY ME..COME ON CORPORATE OFFICE SHUT THEIR PHONE SERVICE OFF.LETS GET A BIG COURT ACTION SUE GOING ASAP. WHO IS WITH ME??

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Shannon Dukes May 8, 2016 at 1:10 pm

This is by far the worst SERVICE POSSIBLE!!!!!!!!!!!!!!!!!!!!!!! Paid for my service May 1st and it was shut off on May 8th, Call customer service and they stated that I never paid for my service in May and they are unsure how I was able to use my phone at the beginning of the month. They won’t give me my service back. Everyone that goes through Virgin Mobile should get a hold of the Better Business and Customer Relations through your attorney generals office and file a report. I’m not spending 80.00 for a 40.00 unlimited plan, going back to straight talk were I never had this issues, tried to save money and go with a cheaper unlimited plan, but all I received was crappy service internet sucks on the phone and I have to tap into my wifi which is Cox Cable to even pull up internet on my phone. THANKS VIRGIN MOBILE FOR THE CRAPPY SERVICE AND ALL CUSTOMER SERVICE REPS THAT DON’T SPEAK A LICK OF ENGLISH!!!!!!

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BO May 3, 2016 at 8:35 pm

I’ve been a customer for over 10 years and they have the stupidest techs answering the phones . Tonight as usual I went to top up with a live advisor , they guy said it would cost be $ 3 more . He went an got a supervisor who couldn’t speak English either and told me I got a text from them with the increase of cost . BS . I never received any text message an if I did I would complain about it . That supervisior gave me a name like Ron a mans name for a woman . There customer service sucks .

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BO May 3, 2016 at 8:39 pm

Another thing don’t pay with a credit card they will rip you off and take more funds than needed . Pay with a Top up card .

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Mary Moran April 8, 2016 at 11:48 am

Virgin mobile is the WORST by far cell phone company EVER. Do not buy their products. Believe me you will regret it!!!!!! Twice now I am having similar problems with my newer only five month old phone. The 816 HTC. I threw away the 626 because the Philippines rep was so bad speaking English and after being transferred 4 yes 4 times to different reps I gave up. Buyer beware Virgin Mobile does not have US reps to help you. The Philippino reps are sarcastic rude and could care less. Now once again I have a phone that’s junk and wasn’t’t a cheap phone. I am so done I wish I could sue Virgin Mobile. Come on people let’s get a class action lawsuit going here. This company with Branson and his billions needs to be stopped. Please someone who knows an attorney take on this case. I am a 100% disabled veteran and can’t afford to keep purchasing these horrible phones with zilch customer service. When you call and ask to be transferred to the US because you can’t understand them they reply no can do!!!!! Please please someone help all of us…once again I lose my payment I just made and the 200.00 for the phone sale price. The 626 cost 190.00. I need my money as I live on veterans disability. I have the cheapest plan. Virgin Mobile SHAME ON YOU

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Eddie D. April 22, 2016 at 2:39 pm

I’ve just started researching Virgin Mobile/Sprint simply because I’m having the same problem everyone here are. They lie, they cheat, they misrepresent constantly. At the beginning they were tolerable but are getting beyond acceptance. I’ve worked up through their supervisors and so-called top people and getting nothing but hassles, and no one telling the truth. I have written emails to their support department, but no replies, even though in their automated email-confirmation they promise to. I’m now going to the corporate office with a warning, if they don’t start supporting products and service they will wind up in court. The president may be wealthy, but the corporation, including Sprint (sole owner of Virgin) will have to live by and face court orders.

I’m old and not in the best of health, but I’ll take it as far as my doctors allow me. Virgin/Sprint needs to be exposed for what and who they ere!

Ed

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Kay Bowles May 20, 2016 at 3:55 pm

I WOULD LIKE TO SPEAK TO THE CEO OF THIS COMPANY ASAP!!!!!!!! ABOUT MY HORRIBLE EXPERIENCES WITH VIRGIN MOBILE. I’VE BEEN A 12YR CUSTOMER AND AM ABOUT TO CHANGE COMPANIES UNLESS I HERE BACK FROM THIS COORPERATE OFFICE.

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Ed March 2, 2016 at 5:45 pm

I to have problems after being a customer for many years. In a nut shell, when is Virgin Mobile going to hire people who think lying is not good for business. I cannot get a single person at Virgin customer service to give me an honest answer.

Dear Virgin Mobile: When will you insist that your customer service people stop lying!

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dave March 29, 2016 at 4:03 pm

Im going through the same thing…they say you can have free minutes …then they try and charge you

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BO May 3, 2016 at 8:41 pm

If they lie Virgin Mobile will take their sheep from them . They hire 3rd rate dumb people to answer the phones

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minx April 6, 2016 at 4:07 pm

I’m pissed to the 3rd degree. VM customer service is just pitiful. Lies….lies & more lies! No one will do anything to help fix an issue that’s on VM end. And they r stealing
.ripping off customers by taking $$$ but not giving u what u pay for. If there r any others out there that that’s having extremely poor services & can’t get refund…join me in a class action suit against VM for fraud..because that’s what it is! Contact me@704mitchell at Gmail.com …minx demaxzmohr…. they r going to give me.my $$ back or else!!.

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Takeitsha Williams April 19, 2016 at 8:26 am

I am having the same problems. After being a Customer for 7 yrs I can’t get a refund for my shitty service. This has got to stop. What can we do?

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BO May 3, 2016 at 8:36 pm

Call the corporate number like I am an complain-908 6074000

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Ms Harden November 3, 2016 at 11:58 am

That number is busy. I’m wondering has this company been sold and customers don’t know it

Bob wall June 5, 2016 at 12:14 am

Last 3 months ago I had been lie to toto much one was I ask for a phone works on my account told me to by a data done right phone to activate on a USA plan data done right USA is saying Virgin Mobile just different plans they transfer my account to data Done Right without my okay and my money in my account today to Done Right without my okay has 3 months ago then I had to go buy a USA phone to work on USA to try to fix that Walmart was very mad I’m very mad being lied to and they will not stick up for the employees words now I’m having problems with the HTC Desire 626 I called the h2r HTC up and prove that it was the phone or not anyone else’s Virgin Mobile tells me I have to wait 72 business hours before they process the new phone replaceable after HTC call them up and tell them it was a defect now they do not want to do it until 72 business hours her up now I have to wait another week before I get my replacement phone HTC and Walmart and me is going to have a lawsuit against them if the you not called me Samsung S4 7s golden eagle within two or three days free of charge for all the hassles and troubles I went through but if we see them I’m going for more like a new car yeah yeah I have been keeping track of all the time all the calls and everything I can to keep track of what’s going on with your company and then call the Better Business Bureau and legal aid over this company if they do not call me for all the trouble I went through and give me the Samsung 7 s Golden Eagle without no charge I will drop all the lawsuits and everything like that I’ll drop it if I get the Samsung 7s golden eagle and then I can go buy me a new car .. HTC Walmart my Witnesses will go to court with me IF I don’t get the Samsung S7 s golden eagle free of charge

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Audra Senig February 24, 2016 at 11:21 pm

I provided screenshots to the customer service department showing messages from VM to me stating at 9:12 am that they received my purchase of a data pack for 2GB of data. At 10:16 am it says I have exceeded my data and you were reducing my speed. Then at 10:19 am it’s telling me that I’ve used 85% of my 2 GB data pack. In this order you can already see that something is not right on your end of the service. Now I’ve been with your company for 4-5 years if you include my service as an Assurance Wireless customer. I’m never late on payments and I never complain about my service UNTIL THIS WEEKEND!!! YES, I’ve had to call in several times over the last 4days but 2 supervisors have told me that yes there have been problems on the end of Virgin Mobil’s side. I tried several times to log into your site to check the problems myself on my end and your screen even said sorry for the inconvenience but service problems were being worked on and addressed. Even though I’ve had a few problems this weekend I wasn’t even considering going to another service until today and it all started with your Mexico location with representatives Francisco I.D. # I965186589, Dianna, and Anna. I paid for 2GB of DATA ( NOT HOT-SPOT!!) And there is absolutely NO POSSIBLE WAY I used 85% of the 2GB in an hour and 7 minutes!!! Upon having to argue ( in which a customer such as myself should never have to argue to begin with) your manager Francisco tells me finally that he will replace the $10 in order to replace my data and instead( being a smart ass in my opinion) gives me 2 GB of hot-spot that is totally useless to me!! I bought DATA. I WANTED DATA BACK NOT HOT SPOT THAT I CAN’T EVEN USE!!! I have no other computer or phone. Why would you give me hot-spot? Mind you..he wasn’t even man enough to tell me that on the phone. No he told me he was replacing my $10 to replace my data before I got off the phone. After getting off the phone I noticed that I wasn’t getting a text to confirm the data so I got back on your website to see my data was not really replaced. So I call back only to be told that it can’t be switched over! Then I got really upset and my husband gets on the phone to ask for a port # to change my service over. The woman then offers me a month free and a reduced rate for 6 months and tells me that I can use the hot-spot from my phone. I calm down and accepted the free month and 6 months reduced, thank her, apologize for getting so upset and discontinue the conversation thinking that ” fine. I’ll just take the chance of someone else using my service and just go ahead and use the hot-spot”. I wait several hours and call back in to ask how to use the hot-spot service from my phone only to be told it can’t be used FOR MY PHONE FROM MY PHONE! This is complete bull!!!! I’m not getting what I paid for. I’m getting the complete run around only to be led to believe they are taking care of the problem, just in order to get me off the phone. My question is this…..why would he replace my ten dollar data pack with something else to begin with!??? Both my time and several of VM employees time has been wasted over this stupidity! ” time is money” is what I’ve always heard and his ignorance and ( what I believe was him trying to be a smart ass) has wasted both my time as a customer, and your other employees time and your money paying their wasted time over this! What tops the cake of all of this is #1) As my record shows I’ve never called in before in all these years to get anything replaced as far as minutes ,texts,or data replaced before.#2) this alone should show that I’m not the kind of person to try to get something unless u really believe I deserve it. I’m not trying to take advantage of your service. I’m only trying to get what I believe I paid for and deserve back. And#3. What takes the cake the most is that why would I spend any more money on more data when I can’t even get this settled. If it even gets settled I have to wait up to two days to get it resolved! More time wasted! I never asked for the 6 month deal or the free month. I do appreciate the offer BUT I only accepted the offer to begin with because I thought I was going to basically have my data back when really I was given something completely useless to me! I’m sorry but I paid for my data. All 2 GB of it and that’s what I really wanted to begin with. I didn’t even know what hot-spot was and they led me to believe it was basically the same thing as getting my days back but better. But it’s not better. I have no computer, no pad, and no other phone to use it with. I’m very disappointed that this is the kind of service that is given just because he didn’t want to give it to me to begin with! Mexico location even checked my phone( which I got for Christmas so it’s new), and your representative Anna even said out of her own mouth that it “COULD BE FROM VIRGIN MOBILES END”!!! Check the recording if you don’t believe me! This is the worst customer service I have EVER RECEIVED!!! There’s even a post on Facebook showing your system was down! It also said I used 2560MB of data then LITTERALY 3 MIN LATER said I used 85% of 4608 MB of data. As I’ve been saying that is completely irrational! 2560 is not even close to 85% of 4608 MB. Now do you see the error? Your system is obviously wrong somewhere! Again…as you can see, 85% of 4608 is 3916.79 of data used. 1356.79 is the data difference in 3 minutes time. Simple math will show you that it’s pretty much impossible to use that much data in 3 minutes!!! And it’s YOUR RECORDS NOT MINE showing and proving this. The most criminal thing about this whole thing is that so many VM associates are arguing with such a good customer such as myself. It truly is simple math that is simply irrational! You obviously don’t truly appreciate the business that makes your paychecks. There’s entirely too much valuable time being wasted on this when first of all the simple math proves a problem and secondly I simply want data in which has somewhat already been given to me to simply be switched to data I can actually use!! How many man hours have been wasted on this? The amount of man hours being wasted trying to settle this could have probably bought me at least 6-8 GB of data!! Again…this is the worst customer service I’ve ever seen!I’ll be sure to let Richard Branson and whoever else will pay attention on YouTube and Facebook know the problems here if this is not resolved quickly! I’ve been dealing with this since almost 10:00 this morning. It’s now 11:19 pm. Sooo much wasted man hours!!! It’s absolutely ridiculously absurd! No logical thinking in this situation and by so many employees! What has to be the qualifications for this job must not even be a high school diploma!

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Audra Senig February 25, 2016 at 9:38 am

This was VM response…”Hello Audra, we do appreciate your business. I have read your messages and reviewed your account. I’m sorry you do not feel we have taken your concerns serious. After reviewing your account I feel we have tried to satisfy your concerns. On 02-21-16 you were given $35 credit for your price plan. On 02-24-16 you were given $10 credit for the Hotspot that was purchased. You were offer a month of service and $35 was added to your account. And for the 6 month rate discount you received $15 02-24-16 and 02-25-16. Your balance is $20 and you have $35 in your advance payment. If you are having issues with your data I will be more than glad to troubleshoot. Your price plan included 2.5 GB of high speed data. You can set your phone to send you an alert when you reach a certain percentage of your monthly data usage. Here are something’s that uses a lot of data, music, video’s, and Facebook uses a lot of data. Be sure to turn off apps running in the background. ^Aleeah B” HOEEVER…AM I WRONG FOR STILL NOT BEING SATISFIED? I didn’t ask for the one month free and the discount. They only gave me that hoping to keep my business! They did give me a $35 credit earlier this weekend…that’s true, but again it really was of no help to me because again they only did that to correct the other 2 GB of data they lost that I purchased! Again…this actually we not of much assistance to me because in actuality I am on disability and only get paid once a month, so therefore they changed my billing date from the 3d of every month to the 20th and now I have to save my money all month til the 20th of every month to pay my bill. They offered to give me their 14 day grace period, but again that solves NOTHING!! IT just messes up your billing cycle more. You are still responsible for the money!! I PAID FOR 2GB of data and they are refusing to give me the service in which I paid for. I think I’m going to have to take the advise of some of the previous posts and get ahold of the BBB , the State Attorney GENERAL office, etc. And my husband now wants me to switch to Metro PCS as well. It’s cheap and they’ll give me the same new phone I just paid $150 for for free!! Apparently VM really doesn’t care about losing their customers, because this is extremely petty on their behalf. Again, I’m simply asking that the 2 GB of data that I paid for be replaced by th same thing I paid for not useless hot-spot service that is useless to me! As petty as it may be on my part, I’m a disabled customer with Muscular Dystrophy and on a fixed income. I’m on fixed payments. They are not doing anything for me as far as I’m concerned because even with the monthly discount they are offering me Metro PCS is cheaper in the long run. It costs less each month and I’ll get even more data!!! Again…they messed up more than one data package this weekend! It was easier for them to push the free month with the 2GB of data button to replace the first package that messed up (again messing up my billing cycle!) For some reason than to just replace the data, and the second time they are giving me hot-spot instead of data. That is no replacement and worthless to me! Why is it so hard to simply replace what the customer service paid for? I’m sure that the FCC will agree with me!!! VM truly DIES NOT CARE about their customers and their customer service is truly the worst I’ve ever seen!

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bigtallsuccess February 2, 2016 at 12:00 pm

Virgin Mobile CFO and his cronies are short and suffer from Napolean complex.

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Deborah January 26, 2016 at 10:15 am

Seems like everyone is having issues with the “new” Virgin. It’s really just a repeat of a bad SPRINT.
I have been a customer for 15+ years and I have to say right now, the customer service dept. needs to be returned to the USA. Talking to someone who is PRETENDING to be an American (“Hello, my name is Christina/Mary?Judy/Amy does not work, as they cannot even pronounce the name!!!
I bought a phone as mine died. I bought it from Wal-Mart as I was there getting new tyres. Thought that I would kill two birds with one stone…not to be the point.
The first “C/S rep” that I talked to did not know what was going on and changed my pin# without my permission and now NO-ONE (incl other reps and supervisors) cannot get into my acct now because of her. I spend 4 hours on the phone with 4 C/S reps and 3 Supervisors, only to have them tell me there’s nothing they can do. That’s because your inexperienced and illiterate “professionals” cannot step up to the plate and get the job done.

What can we do, contact your BBB in your state AND your State Attorney General (SAG), they are looking for more of us to file an official complaint.

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Michelle January 19, 2016 at 11:05 pm

Been with VM 10+ years. $30/mo plan.
My VM account history says $30 was taken out on 01/18/2016 at 02:27am.
My Wells Fargo account shows $32.03 was taken.
While everyone at VM said it is because of taxes and fees, I say, “THAT IS NOT THE POINT. My account history says you took out $30 but you didn’t take out $30; you took out $32.03.” There is no breakdown of the $32.03. There is no “$30 for plan; $2.03 for taxes/fees.” That is illegal in the USA. Spent 45 minutes on the phone with people in the Philippines with absolutely no resolution. We went around and around with “the taxes and fees are NOT the issue!!!” They said they will fix my account to reflect the $32.03. I said, That is not legal. You said $30 was taken from my account when $32.03 was taken. Given them 24 hours to refund $2.03 before going to networks and SEC and IRS. They offered to put $2.03 on my VM account and I said, NO. Back in my WF account! We’ll see!!!

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Audra Senig February 25, 2016 at 10:02 am

This was VM response…”Hello Audra, we do appreciate your business. I have read your messages and reviewed your account. I’m sorry you do not feel we have taken your concerns serious. After reviewing your account I feel we have tried to satisfy your concerns. On 02-21-16 you were given $35 credit for your price plan. On 02-24-16 you were given $10 credit for the Hotspot that was purchased. You were offer a month of service and $35 was added to your account. And for the 6 month rate discount you received $15 02-24-16 and 02-25-16. Your balance is $20 and you have $35 in your advance payment. If you are having issues with your data I will be more than glad to troubleshoot. Your price plan included 2.5 GB of high speed data. You can set your phone to send you an alert when you reach a certain percentage of your monthly data usage. Here are something’s that uses a lot of data, music, video’s, and Facebook uses a lot of data. Be sure to turn off apps running in the background. ^Aleeah B” HOEEVER…AM I WRONG FOR STILL NOT BEING SATISFIED? I didn’t ask for the one month free and the discount. They only gave me that hoping to keep my business! They did give me a $35 credit earlier this weekend…that’s true, but again it really was of no help to me because again they only did that to correct the other 2 GB of data they lost that I purchased! Again…this actually we not of much assistance to me because in actuality I am on disability and only get paid once a month, so therefore they changed my billing date from the 3d of every month to the 20th and now I have to save my money all month til the 20th of every month to pay my bill. They offered to give me their 14 day grace period, but again that solves NOTHING!! IT just messes up your billing cycle more. You are still responsible for the money!! I PAID FOR 2GB of data and they are refusing to give me the service in which I paid for. I think I’m going to have to take the advise of some of the previous posts and get ahold of the BBB , the State Attorney GENERAL office, etc. And my husband now wants me to switch to Metro PCS as well. It’s cheap and they’ll give me the same new phone I just paid $150 for for free!! Apparently VM really doesn’t care about losing their customers, because this is extremely petty on their behalf. Again, I’m simply asking that the 2 GB of data that I paid for be replaced by th same thing I paid for not useless hot-spot service that is useless to me! As petty as it may be on my part, I’m a disabled customer with Muscular Dystrophy and on a fixed income. I’m on fixed payments. They are not doing anything for me as far as I’m concerned because even with the monthly discount they are offering me Metro PCS is cheaper in the long run. It costs less each month and I’ll get even more data!!! Again…they messed up more than one data package this weekend! It was easier for them to push the free month with the 2GB of data button to replace the first package that messed up (again messing up my billing cycle!) For some reason than to just replace the data, and the second time they are giving me hot-spot instead of data. That is no replacement and worthless to me! Why is it so hard to simply replace what the customer service paid for? I’m sure that the FCC will agree with me!!! VM truly DIES NOT CARE about their customers and their customer service is truly the worst I’ve ever seen!

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Kenja L Brown January 8, 2016 at 6:36 pm

I will try to make this short but definitely not sweet!

Ive been a VM customer for years now and have had no major issues with this company until today! Here’s my story….I purchased a phone via Ebay and noticed I needed a sim card to activate and change my service over to this new phone. I called customer care and was able to talk to a rep. This rep first of all transferred the service over to new phone without me having the sim card which I needed then this rep transferred me to the tech support department where the gentleman Mark stated that I can get the sim card through him and get it overnight 1/5/16 via fedex for 12.99. I agreed to this and was charged the fee! After I hung up (I was using an extra phone that I have under the Assurance Wireless plan which is your company) I noticed that my now phone (SG3) was not working and then I checked the new phone (SGs5) and it wasn’t working (because of course no sim card inserted) I called VM back immediately and they were glad to switch my now phone back on as I await the arrival of my sim card 1/5/16 to activate my new phone.

Well the next day has arrived 1/5/16, I’ve taken off work and sit and wait for FedEx… and I’m trying to track my order for this sim card. I was given a number VM-TOHR-2345867 and I kept entering it in the VM tracking system and it kept coming up error….tried this same number with FedEx but it wasn’t the right number. So I called VM and the gentleman took all pertinent information and came back on to tell me that my sim card will be delivered on 1/6/16. I politely said this is not the information that was stated to me on yesterday. I was on the phone for about 40 minutes with this gentleman back and forth trying to rectify this issue and finally he stated that yes the sim card will be delivered on tomorrow. Well that didn’t sit right with me and I requested to speak to a supervisor. Sarah the floor supervisor explained that the rep that stated my sim card will be delivered on 1/5/16 should have explained that overnight was really 1-2 business days. I disagree, OVERNIGHT MEANS OVERNIGHT AND I PAID FOR OVERNIGHT! Sarah conveniently stated again that she would credit my account for the 12.99 and I would have that towards my bill for next month and that there will be information going out to department heads regarding wording of this kind about the shipping of items. I am still not satisfied with this because again, I TOOK OFF WORK TO WAIT!

I stressed this issue to Sarah and she only insured me that delivery was going to be on tomorrow and look for credit on my VM account……this credit is not going to replace my 2 days of work or me sitting and twiddling my thumbs waiting for FEDEX. I am very upset because I am a loyal customer!

After hanging up from this call I immediately went to FEDEX and noticed that the sim card and just been shipped out today from Indiana! Unacceptable VM! Why tell me you are sending this item out on 1/4/16 and I should receive it on 1/5/16 and then when I call to verify because I haven’t seen it or cant find it in system, you immediately send it out on 1/5/16 to cover your asses…who made the mistake of not processing my order correctly from the beginning……this is unacceptable on all levels. I expect to be credited more than just my 12.99…. I would appreciate a letter, phone call and month of service for this time consuming incident that was clearly the fault of your associates.

Now its Friday 1/8/15 and there is no sim card anywhere to be found! I have called 4x and 3 of those times after going back and forward with the reps and then stating that I need a supervisor, they hung up. I am past livid…I am past upset…..I want to cancel my service like now. Now its my fault that I haven’t received the new sim card because I didn’t return the old sim card….well damnit you didn’t tell me that or send a return slip/package to do that….these folks got me boiling….so now Im looking into a new service…Guess Metro PCS will get my money from now on….

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Angela December 30, 2015 at 11:56 am

I contact virgin mobile today mine you I have been with them for over 3 years i was sent in month of december to ve a vip cust has a 14 day grace period so on my second line i call rep help me reset the phone and said they wer enrolling me into vip so when my bill came due on 12/29 didnt think anything of it because i have a 14 day grace period well guess what the line wasinterrupted so i called and had the worst customer service experience 1st the rep wouldnt transfer me to a supervisor and once my tone became louder he decided he should when female got on the line and stated that I didnt confirm email confirmation I advis I never got it and the last rep said he is not sure why it was sent no record of pervious rep sending and while I was looking at it guess what appeared in my email address today on the 30th the email confirmation so this how a vip customer is treated when ask for supervisor name she said I already gave it to you when ask for teller number sound if she just gave me some number she made up now I work in customer service for over 15 years for the us government and my job would be on line if I treated a customer in this fashon I tried getting a number for ceo or where I could speak with someone and this is all I found think its time to leave virgin mobile t-moble is looking good sorry great customer I was and I will never brag on you all again.

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Brian December 21, 2015 at 8:50 am

My agreement with VMSA specifies that payment is taken at the start of each month for that month.
VMSA sent a text to say that they will take the January payment in mid-December in defiance of our agreement.
They said we should reply (on our airtime, nogal!) to say no if we did not want this date change.

Consider the provisions of the Consumer Protection Act:

Section 31 (1) A supplier must not—
(b) offer to … modify an agreement for the supply of any goods or services; or
(c) induce a person to accept any goods or services or to enter into or modify such an agreement,
on the basis that … the agreement or modification will automatically come into existence, unless the consumer declines such offer or inducement.
Section 31 (3) A modification of an agreement purportedly agreed to as a result of an offer or inducement contemplated in subsection (1) is void.

Section 40 (1) A supplier or an agent of the supplier must not use … unfair tactics or any other similar conduct, in connection with any—
(d) demand for, or collection of, payment for goods or services by a consumer

Section 51
(1) A supplier must not make a transaction or agreement subject to any term or condition if—
(a) its general purpose or effect is to—
(i) defeat the purposes and policy of this Act
(b) it directly or indirectly purports to—
(i) waive or deprive a consumer of a right in terms of this Act
(d) it results from an offer prohibited in terms of section 31

Essentially, the SMS itself is illegal in terms of Section 31!
Specifically, Section 31 (1) (c) prohibits negative responses to reject a proposal.
Specifically, Section 40 (1) (d) prohibits unfair tactics in connection with payment of services
Specifically, Section 51 (1) (a) (i) prohibits suppliers from defeating the purposes of this Act.
Specifically, Section 51 (1) (b) (i) prohibits suppliers from waiving or depriving consumers their rights in terms of this Act.
Specifically, Section 51 (1) (d) prohibits suppliers making any transactions that are prohibited in terms of Section 31!

Essentially, the proposal is illegal in terms of each of these sections.
Specifically, Section 31 (1) (b) and (c) prohibit the modification of payment date part of the agreement.
Specifically, Section 31 (3) renders the modified agreement void as it stands.
Specifically, Section 51 (1) (a) (i) prohibits suppliers from defeating the purposes of this Act.
Specifically, Section 51 (1) (b) (i) prohibits suppliers from waiving or depriving consumers their rights in terms of this Act.
Specifically, Section 51 (1) (d) prohibits suppliers making any transactions that are prohibited in terms of Section 31!

Thus the removal of the money from my account on 20 December 2015 appears to be illegal and appears to amount to theft.
VMSA are required to return every cent stolen from me IMMEDIATELY!

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andy October 14, 2015 at 1:47 pm

Virgin Mobil and all of their employees are idiots.
They have the worst service I get SMS messages days and week late.
Sms Messages flow in around 3:00 AM
Their internet service is putrid. Never get 4G just 3G
NOw the new thing is that they are stealing money by double billing.
They Clip your credit card immediately and give you your money back in 10 days
Boy their executives must be hard up for money. They don’t steal enough up there in N.J. or maybe he needed extra cash for his wife’s boo job, butt adjustment, face lift of a tummy tuck. So they over bill and use your money
We know they are mafioso’s up there.
They are really on “MY YOU SUCK LIST”
along with their Filipino morons and Mexican idiots

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Bruna June 29, 2015 at 12:49 pm

Virgin Mobile does not disclose that they are actually not a no contract carrier because they don’t let you take your phone to another carrier for 1 year. You can cancel your service whenever you want but they will lock your phone for 1 year and you can’t use it to switch to another carrier until the year is up! That is not advertised. When I asked why they didn’t tell me that they said, ‘well they would have told you if you asked the question”. They don’t base the 1 year on how long you’ve been a loyal customer and your phone number…they base it on the phone so if you get a new phone the clock starts over again!!!! I was with them for 5 years, got a new phone and wanted to switch after 6 months….they wouldn’t let me!!!!
They have horrible customer service who are all liers! You get placed on hold constantly and are told to call back in 24 or 48 hours just to be told the same thing all over again.

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Barb June 25, 2015 at 11:21 am

YOU GUYS ARE THIEVES!!!!!! I’m so sick of your crap. I have been put off and put off for two weeks, and STILL you refuse to give me my money back!!! I have proof of return. I guess Better business is gonna hear from me too, I’m plastering your Theivery over every internet option I can find.
When even a SUPERVISOR in customer service leaves you on hold till it reverts back to tech, what does that say about your company. GIVE ME MY DAMN MONEY!! I’ve already blasted you on Facebook, I’ll be damned if you think I’ll share your link for free advertisement!!

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Barbara October 5, 2015 at 10:44 pm

I’m having the same issues. They took out too much out of my checking account to pay for my service. Been waiting over2 weeks for a refund. They are all liars. Writing to corporate.

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Jon June 8, 2015 at 8:57 pm

Omg, I cant beleive this happen an I use to brag about virgin mobile. I’m not exaggerating when I say this, three days of what the f are you people doing. First day 2 hour on the phone got no where, 2nd day 3 an half hours on the phone got no where. 3rd day 4 hour on the phone an finally got some where. 4th day omg my phone works. Lost three days of phone time an I dont know what happen to my 25 dallors I had in my accont who know what would happen if I want to know where that was. Dont they have rules they literally stole money from me an 3 days of phone time. I have 2 more weeks left an I am done yes no more Virgin Mobile.

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Andrew June 8, 2015 at 1:48 pm

To whom it may concern.

I purchased 2 $30.00 top off cards from Walmart in the Princeton area, they were out of the $35.00 top up cards. I put the 2 cards to use on both cell number me and my wives. Today 06/08/2015 my service gets suspended and my wifes stays on. DO NOT SELL THESE 30.00 CARDS IF THEY WILL NOT WORK WITH MY ACCOUNT SO FOR A LOUSY $5.00 MORE YOU HAD ME PUT THE $5.00 ON A DEBIT CARD. I HATE SURPRISES LIKE THIS, AND UNFORTUNATELY YOUR EXECUTIVE OFFICES WERE BUSY AS I WAS READY TO PUT A COMPLAINT IN. I GUESS STEVE SHOECRAFT NO LONGER WORKS FOR YOU CAUSE HIS PERSONAL ,LINE OF 1-817-698-4048 IS OUT OF ORDER. HOW CONVIENEMT

HOPE NOT TO HAVE THESE PROBLEMS AGAIN IN JULY

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richard May 20, 2015 at 9:02 am

ok so i have a phone with vm 1st off this company is a complete joke customer service is the worst i have ever seen in my life they straight out lie to its customers tell you what you want to hear more times than not it is all lie there ph:# for corporate is no longer active lol wonder why couldn’t handle all the complaint calls and at this point seems no other choice but to get the government involved since they don’t want to offer decent customer service so be warned stay away from virgin mobile unless u like poor customer service and being lied to….

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Joyce April 24, 2015 at 4:04 pm

I have two lines with Virgin Mobile both for my teenagers. For the last two months, my daughter’s phone has no service at our house and only intermittant service other places. I have called several times, the first time I was told that their tower was over loaded and they were working on it and she would not have service for a month, this was March 1, 2015. I told them this was totally unacceptable and that I wanted to be transferred to a supervisor. Upon speaking with her, I was told she would speak with tech support and make she my daughter was connected to a tower and she would also give me a credit for one month. Yea right NEVER HAPPENED!!!!!! When I called a month later I was told the same story that my kids were connected to different towers and that was why my don’s phone worked , but my daughter’s did not. I asked when this would be taken care of, I received the same song and dance. So I asked for my credit and informed them I would no longer be using their “service”. I was then told by the “supervisor” that my daughter had used 90 minutes of service and I would not receive a credit. I am ANGRY BEYOND WORDS!!! I just purchased new phones for them in December, and now I have to purchase new phone to change to a reliable service provider. I think this company should put more efforts into the wireless network and less into reaching the moon!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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Cheryl Duerr April 16, 2015 at 6:10 pm

I have a complaint about Virgin Mobile’s company policy regarding replacement of defective products. Less than a month ago I purchased a LG Tribute cell phone from Virgin Mobile’s website. It didn’t work from day one. It automatically turns itself off and will not turn on until it is placed on the charger. It does this randomly and has shut off during phone calls. I tried all of the trouble shooting solutions listed and nothing worked. I e-mailed the company and they offered to send me a new phone and said to provide my shipping address. I did and was e-mailed back that I would have to send a $25.00 replacement fee. I told them I didn’t think I should have to pay a fee to replace something that was defective. I was told that they would send the request to the shipping department for an escalation of something and would get back to me. I waited a week and e-mailed them back and as what the status was on the replacement. I was informed again that I would have to pay the $25.00. I bought the phone from Virgin Mobile, Virgin Mobile sent me a defective phone. Why should I pay Virgin Mobile to replace defective merchandise for which I have already paid. NO I should not have to call the manufacturer for a replacement, I did not buy the phone from them. Virgin Mobile needs to stand behind the products they sell. I don’t know who reads these comments but I would appreciate someone in authority contacting me.

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patricia richardson April 8, 2015 at 9:43 pm

i purchased a paylo Virgin Mobile phone in January and when I was adding name to the contact list the phone pictures looked like negatives. I called to tell them and ask if they could help me to fix the problem. They said no, the would just send me a new phone. That was on 3/20/15/. They told me when I got the new phone to mail my broken one back with their label and a number they provided to be placed on the envelope. I received a phone on 3/23/15, but not a new one as promised. It is a refurbished phone and nothing else came with it. I had already put my phone as they instructed in their envelope and placed the number they advised me on the envelope front. I then went home only to find what they sent was a refurbished phone with a scratch on the glass. I called and told them and was told I would get my new phone when they received the one I sent back. I have called many employees only to hear they “still don’t have my phone back! From March 23rd? I have heard nothing but lies from everyone I have spoken to. I even attempted to call the location they told me the phone was going back to and was told today that was also incorrect and it went to a different location. Why doesn’t anyone in Corporate listen to all of my recorded calls and maybe do some re-training and re-hiring? I know they have had to receive my phone by now but just keep telling me the will escalate this and call me back. I have never received a call back as promised and they are doing nothing to track their receipt of the phone I sent back.Please someone in Corporate take your blinders off and research what your staff is doing to the public.

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Susan B. January 9, 2015 at 9:47 pm

OMG!!! I bought a new phone. It stopped working. I called VM to tell them. They sent me a new phone the next day. Great! Thank you! Here’s where the trouble started. I sent back the phone that didn’t work but they never received it. I kept getting text messages telling me I need to return the phone. I called and called. I spoke with different people asking about the suspension of my service and what I can do to avoid it. I told them that I did not steal the phone and keep it. I mean what would I do with a phone that doesn’t work? I told them I sent back the phone and they repeated over and over that they did not receive it. I made call after call. I noticed a pattern. Whenever I spoke with someone in the Philippines they got indignant with me and they gave me no solution to the problem. They basically said that if they did not receive the phone and my service would be suspended. They gave me no out. They gave no explanation of what I can do to avoide my phone service being suspended. It was like it was some huge secret. Whenever I spoke with someone in the US or Mexico (which was very rare) they were helpful. They explained that my phone service would be suspended for 24 to 72 hours and that I should go to my local post office to ask them if they had the phone. So did that today. I called and called and called. Whenever someone from the Philippines would answer I would hang up and dial again. I must have called 30 times. Finally in the evening I got someone from Mexico. So they said they put in a request to have a response to my situation escalated. I gave them my land line phone number to contact me back. If I don’t hear from them I’m going to have to do another 30 calls to the Philppines before I get someone from North America on the phone. Doesn’t anyone at VM care? Why don’t they have a regional US call center? The detailed notes that the resp in Mexico and the US took are not visible to the reps in the Philippines. In the Philippines they have a script because they all say the very same things whenever all call. Exactly the same things. Richard Branson, I doubt you’ll ever see my comments or anyone else’s. I guess you’re too busy with your head in the stratosphere.

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Robert Long March 8, 2015 at 2:13 pm

I feel you. I was told that my replacement phone would be at my house on Saturday. then Saturday came and went no phone. I called and called finally I got some one and was told ” your phone in in the warehouse you know, and it would be 2 to 5 days you know”, I asked why and was told there are problems at the warehouse you know. I got frustrated and told the man on the phone that I did not know and I wanted him to stop telling me I know. I finely pried a tracking number out of the rep and when I went to track the phone I found that the weather was causing a delay in my phone being hear on time. he could have said that I would have under stood but know I get you know. upon further investigation I find that the V M company gave the shipping order for weekday only delivery. So there was no way that phone was going to be hear on Saturday. so far all I have received from this company is bad service, lies and attitude on the phone. yet virgin mobile loves my money when my son tops off his phone. I cant even get a hold of any one at the main office to let them know about my experience.

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frustrated December 22, 2014 at 9:09 pm

this is the worse p.o.s. company and they don’t care about there customers, they don’t even care about themselves.
people please don’t waste your time with this company no matter how hard up you are for a phone.
this compnay literally sucks and I mean suck bigtime. Its not worth the aggravation to give this company your business.
They have these tonque twisted bozos who pretend to work. but don’t know how to.
Someone please shut the company down and bring back usa people to talk on the phone.

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im leaving fhem January 11, 2015 at 4:37 pm

They don’t care whats more important is sending people too the moon..smdh

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frustrated December 22, 2014 at 8:58 pm

I am so furious and beyond frustrated with this douche bag company. That has these overseas bozos morons who don’t know what the f*** they are doing or how to do it anyway. These tongue twisted idiots should never have any accounts regarding the usa.
They waste their time saying how can I help you. They waste their time saying they are sorry and they still create more problems. They shouldn’t even have the accounts they do. Everyone of these americans who are indigant and rely on this p.o.s. should there family members reap the bad annoying same seeds they dish out. They should feel and go through what they make us go through. They should be where we are and we should do to them what they do to us. They need a taste of their own medicine.

They serve no purpose and should just go home and nevercome to work. They don’t know how to work anyway. Other than riling and pissing people off with their game playing crapola.

I wish someone in authority and power would seriously consider shutting them down nd never be able to work for american companies again. Their is alot of people who don’t care anymore and would love not to control themselves,
They are dysfunctional illiterates who pretend to work and don’t know how.
Someone better fix this problem as I have already filed a c omplaint with the FCC and more complaints are following as I have contact everyone on social media that I can contact and file some whopper of complaints on you. There will be more complaints after complaints on you continously. Until there is a shakedown and a shutdown and you people are without a job for all the aggravation you put on others.

You will not get away with what you are pulling. You seem to have a pattern of irritating and pissing people off to the worse degree.
As far as I am concerned you mean absolutely nothing and your sorrys are a waste of my time. You are all useless and serve no purpose coming to work. Because you don’t know what it is to work. So, stay the heck home and continue playing with yoourself like you do.

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Audra Senig February 24, 2016 at 11:36 pm

I completely agree!!

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justin martyka November 11, 2014 at 8:47 am

this is by far the worst company I have ever delt with not only can you not talk to anyone in corporate cause they put sum fake phone number that don’t go threw but have been threw four or more replacement phones that were all sent with problems not one of them works correctly and not only am I stuck with two broke phones but once again should have to wait for them to recive whats suppost to be a new phone for them to send another one out cause either they don’t check them or not fixing properly or even giving a bran new phone in the box instead they think I should be with out a phone that I pay for because of problems in ur wearhouses or in you company those are issues that should be addressed threw your company not with me im sick of them trying to make it my problem im bout to just switch phone companys im at my wits ends with you guy the supervisor ive been trying to take up matters with her names April employ num QQ268335 and shes suppost to be a supervisor for technical support and cant even provide me with a way to contact corporate or sumone aboe her im ver displeased with the sevice and im shure I wont here a response from u guys as well on this matter!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

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im leaving fhem January 11, 2015 at 4:39 pm

They are the worst i have had too..rt

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india November 10, 2014 at 1:19 pm

When are you guys going to be back in stock with iphone 5s’s? I’ve been waiting for awhile! You’re not even stock in stores better yet online! Please email me

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Mamie Lopez September 30, 2014 at 6:15 pm

Hi I have had a hot spot with virgin mobile for over 2-3 years I am very upset with this company the box I had was giving me problems so they sent a new one and when they did the changed my plan without me knowing I had unlimited 3G and 4g I started having problems with it again so I called they tell me I changed my plan to 3G 5 gb who in there right mind would pay the same amount and get less no one I call to explain that I asked to talk to manger someone sounds just like last person say different name but was same person so I asked for his supervisor same thing same person pretending to be someone different i asked to talk to someone in USA he said that they don’t have company in USA I am agervated that they will not change my account back and will not give me the 5g of data back sense I had a box that was broken they said it was used how I don’t know I want to talk to corporate and the # dose not work conveant

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Nicole Rivers September 15, 2014 at 1:45 pm

i have been with Virgin Mobile for over 5 years and i have no complaints about the service but i DO have a complaint due to the fact that the corporate number does not work. My iPhone of 3 years was in perfect working condition and one day it just turned off and will not turn back on. This is not okay. I need that phone for work. Now i am in a situation that i have to sell my 600$ camera that i was so excited about having just to buy they’re OVER priced phones. i feel like loyal customers like me should get discounted phones especially if the phone breaking was not my fault. i am not happy because i need a phone asap and have no time or more to waste!!!

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Inwood August 28, 2014 at 12:06 pm

I have a single account with VM, with a monthly auto pay. The monthly fee and taxes are deducted from my bank on the 17th of each month and I receive an e-mail from VM telling me of the withdrawl and the date of the next payment. Something went amiss this month and the monthly payment was taken on the 10th, not the 17th. What’s more, another payment was taken two weeks later, on the 24th. So, I paid twice for the same month of service and neither payment was taken on the 17th. I called VM on the 24th and both the customer rep and, then, her supervisor, confirmed what I just wrote and apologized. A case number was assigned and I was assured that VM would contact me by phone or e-mail with the result (i.e., refund and an explanation.) A few days later, having not heard from VM, I called again. The customer rep told me that my request for a refund had been declined! She could not tell me why or connect me to anyone in that errant decision-making process. I asked again to speak with a supervior and was told I woud be placed on hold “for a minute or two.” The timer on my phone reads 25 mins, 40 secs and counting (!) and I will do what they hope and hang up at the half hour hold mark. I guess that’s a win for them…BINGO! The line was answered. Okay, I was just told by the supervisor that he has no clue, no explanation for why auto payments were twice taken and on the wrong date. He sounded surprised because he saw that my useage was not a factor. (No, sh–, Sherlock.) So, I have his sympathy but no explantion and certainly no refund. Isn’t this just grand?

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Inwood September 14, 2014 at 9:56 am

This is an update. I am so through with this company, Virgin Mobile, I’d rather forego cell phone service altogether than use VM any longer. Despite charging me twice for the same month’s service through autopay, the company refuses to refund the wrongfully taken payment. What’s more, I was assured that the refund was forthcoming but, when it did not come, I called VM yet again and learned that the refund was denied due to a lapse in time. What!!@?? So, I’m done. The company has an extra one month’s payment but has lost much more than that both in terms of future business from me and those whom I can influence NOT to fall sign up with VM>

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James W. Gilliam August 17, 2014 at 5:35 pm

Jonathan Marchbank, COO
Virgin Mobile USA
10 Independence Blvd.
Warren, New Jersey 07059

Dear Mr. Marchbank:

I retired from 28 years of military service in 2010. In 2012, after years of dissatisfaction with Verizon Wireless, I decided on your payLo basic plan, at 20 dollars per 90 days and 20 cents per minute.

Every time I received a text reminder to top-up, I did so promptly. I also topped up with more than the minimum, resulting in the current surplus balance of $168.60 (see enclosed).

As I stated above, I’m retired and living on a fixed income and have decided to divest myself of unnecessary items, like cell phones. To that end, yesterday, 06 August 2014, I contacted your service department to cancel my payLo plan and request a refund of the surplus balance in my account. I was informed that if I cancelled the surplus balance of $168.60 would be forfeit. When I disagreed, this individual—English being, obviously, his second language—informed me that, I did have the option of applying my surplus balance toward the purchase of a new phone. Incredible! I applaud your corporate policy of employing the mentally defective, and language challenged: tired, poor, and huddled masses from overseas. I asked to speak to this gentleman’s supervisor, and his female clone came on the line, and I was mistreated to more of the same.

The problem is, I created an escrow account, if you will, to offset, future usage at the basic rate of 20 cents per minute of calling time. I hardly used my cell phone, and often, left it home when I went out. Since I hardly used the service, I want to close out my account, and feel, that the surplus balance of $168.60, which I’ve paid into my minutes account should be returned to me.

Therefore, I ask that the balance be returned forthwith. It is not only good business, and good public relations to do so—it is the right thing to do.

Thank you for your time and consideration, I look forward to your prompt reply.

Sincerely,

James W. Gilliam II

This letter was sent certified mail return receipt requested and was refused. I have filed a complaint with the FCC, FTC, and will soon be filing with the consumer fraud divisions of the New York and New Jersey Attorney General’s Office and any other agency that I can.

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Andrea Salisbury July 30, 2014 at 9:11 pm

I called to cancel my account and get a refund of the balance that I have on my account and was basically told that without the top up card, which i never use as I pay at a virgin authorized dealer, that they can not send me a refund which is a bunch of crap. What do they need that for? they have all my info, which I verified with an agent that barely spoke English, to be told that without the card there is nothing that she can do. I was on the phone, mostly on hold, while she “looked into my issue” and came back with the same BS reason 4 or 5 different times. They are THIEVES with piss poor customer service and shady business practices and should be shut down!!!!

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Myra L. Jones July 30, 2014 at 6:51 pm

Initially in April 2014 , I notified Virgin mobil that I was having problems with my Galaxacy Ring cell phone ,which I purchased at Walmart for $129.00.I purchased insurance on the phone in the event it would need to be replaced , at the time I had no Idea there was a deductable $65.00 in additi0n to, I believe it was close to $10.00 a month if for the insurance, which in total exceeded the cost of the phone itself, in addition to my monthly plan with taxes, $68.00.
It made more since to drop the plan and use the warrenty ,problem was, replacement phones are reconditioned phones.Which brings me to my very first (BAD) experience witrh Virgin mobile after 12 + years with this company.
I was sent a replacement phone which was (WORST ) than the phone that needed replacing. I was told to send that particular one back and a different replacement would be sent to me. That didnt happen until almost 3months later .I was accused of never having sent the phone back . Upon giving confirmation from the Post Office that the phone had been recieved , I was then told I sent the Wrong phone phone back , when I insisted they verify the numbers on each phone they were consistant with their records but still insisted I sent the wrong phone , how much sense does that make , it does not take a rocket scientist to see that.I insisted on speaking with supervisors and managers and was told
they NEVER RECIEVED THE PHONE , 3 months after paying for a useless phone ONE PERSON who took the initiave to actually LOOK for the phone told me he apologize for Virgin Mobile but the phone apparently Did arrive on the date which I was told by the tracking number and I recieved my phone 3 days latter.
Now the same thing is happening again .I am on social security disability and need my phone whenever I leave home.
What they did without notifying anyone was to send replacement phones out with out batteries , this made it difficult for me to get the inormation out of my phone indepenently, now I had to wait for some one to go on line and do it for me cause I no nothing much about computers. Grand children in school not able to come had to wait .so they suspended my services in the time after their graduration and finding jobs ,they didnt live close by.
When It was finally done I was told to send the phone back overnignt and my service would be turned on . How about they are not able to find my Phone ??????. I provided them with tracking numbers , confirmation numbers from the overnight delivery USPS , to the name of the person who signed for the phone . I am a Senior citizen on social security who is afraid to travel from home without a phone cause it puts me at risk.. On a fixed income and cannot go buy another phone before I get my check , paying for another plan which would come close to $2-300 out of my budget, puts me between a rock and a hard place. I spent $20.00 to insure next day service to make sure my phone would be on for my weekly appointments to be able to call for help in an emergency situation. Every time Icall Virgin Mobile have to start from the begining cause they dont see to know how to do careful documentation . All this after 12 + years of satisfied service WHAT THE HECK HAPPENED VIRGIN MOBILE TO THE INTEGRITY you once had. ?????????

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Angel Branham July 30, 2014 at 1:46 am

I have reported them to BBB…. I HATE THE SERVICE NOW.IT’S A RIPOFF AND I WILL NEVER RECOMMEND THIS SERVICE TO ANYONE GO TO BOOST FIRST!! They are trained LIARS!!!

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kjustthinking1985 July 29, 2014 at 1:08 am

My phone is defective it wont power on at all , this started May 2014 I told the company back in early May of the device issues no troubleshooting was done. In the end of May 2014 my phone completely went dead Nothing !!! The company forced me to pay my bill in order to send out a manufactured warranty replacement which did not happen until 7/1/14 I went without services for 1 month due to a device that I only owned for 3 month. The first order the agent neglected to send to the correct address that phone had to be processed back in before they would send out another one . In desperation of being with out services for 1 and half months,I activated a friend old device . Finally on 7/9/14 the agent sent out another replacement phone. (wrong one #2) I activated a old phone just to have a working phone, she sent the replacement to a Samsung restore verses my kyorcea event . On 7/11/14 when I reviewed the order i noticed it was for the wrong device and refuse shipment . Well today is 7/28/14 and i just got off the phone with Virgin Mobile who once again for the 3RD time replaced the Kyocera event with the Samsung restore once again the wrong phone. This time I saw the order in real time because i checked my online account and told the agent that is was the wrong phone she said she would create a case to have the correct phone sent and it would take 5 business day to be completed. I asked if you just placed order then cancel she couldn’t,I fell to mention that the activate my broken device I cant activate another device until the issue is cleared up thru the specialist of which who handled the cases?? Asked to speak to supervisor angel who stated my services would be inactive for 7 days included shipment turn around time.So here I am 7/28/14 with 2 orders canceled and a 3rd for incorrect phone on its way to me.The company is rude and wont help at all I cant afford to go without my phone and not for vanity because it is the only means of communication I have. So many hours wasted with no result HELP

SO I FILED A COMLAINMT WITH THE BBB

Your complaint has been submitted

Thank you for submitting your complaint to us.

The BBB that will process your complaint is:

BBB of Greater Kansas City
8080 Ward Parkway, Suite 401
Kansas City, MO 64114
Phone: (816)421-7800
Fax: (816)472-5442
Email Address: info@kansascity.bbb.org
Website: kansascity.bbb.org
You will hear from this BBB soon regarding your complaint.

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sydney Moss July 19, 2014 at 2:27 pm

There is no way you can cancel your contract with Virgin mobile. I’ve called twice there is no menu for cancellation I’ve emailed seven times I get the same reply that they cannot cancel my contract. I’ve stopped payment on my American Express as of this month. Could you please tell me why it is so difficult to cancel, And why do you spread such ill will towards your company. Mr. S Moss

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Andrea Salisbury July 30, 2014 at 9:14 pm

AMEN!!! I called to cancel my account today and get a refund of the cash balance on my account and got the run around and told that they cant refund my money without a receipt or a top up card, the place i pay my bill at is paperless, and I have never used a top up card ever!!! I will never use this company again!!!

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V Coemen July 12, 2014 at 3:38 pm

I HAD BROADBAND INTERNET WITH VIRGIN MOBILE FOR 3 YRS. A FEW PROBLWMS BUT IT GOT CORRECTED QUICK. ON JUNE 19,2014. MY PC COULD NOT GET ANY DATA ON ANYTHING I TRIED TO ACCESS, FACEBOOK, GOOGLE, ECT. PAGE COMES UP EMPTY SAYING NO DATA. I CALLED VIRGIN MOBILE TILD THEM & THEY SAID THWY HAD 3G TECH PROBLEMS BUT IT WAS GETTING FIXED. I ADDED MY MINUTES FROM A TOP UP CARD AND THE 3 G TECH ISSUES NEVER GOT FIXED AND THEY REFUSE TO REFUND MY $40 THEY ADDED TO MY ACCOUNT. NO INTERNET SERVICE PROVIDED I GOT TIME WARNER CABLE ON JULY 1
NOW I HAVE TO FILE COMPLAINTS WITH STATE AND FEDERAL AGENCIES. VIRGIN MOBILE TOOK MY MONEY AND CAN’T PROVIDE SERVICE…
PISSED OFF CONSUMER
JULY 11,2014

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m June 13, 2014 at 2:51 pm

I have never been so outraged and disgusted you people must have really sold your soul to the devil for all these people to be complaining and not even care or respond in a timely basis. Very poor company Sad as well i really respected Richard Bronson

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Frank Velazquez May 16, 2014 at 11:18 am

RIPOFF!!! I was robbed by Virgin Mobile for a 300.00 phone and one month of service. STAY AWAY!!!!! Still waiting on a “resolution”!!! Oversea’s poorly trained rep’s in Customer Service only add insult to injury!!!

Frank Velazquez
Buffalo, NY

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Zhen March 27, 2014 at 3:02 pm

Broadband2go is unstable and unusable. I wasted a lot of time and money trying to make this POS work. Customer service answers complaints with 3 or 4 cut and paste answers, none of which lead to a refund, resolution or customer retention. I’ve left them and will never be back.

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Sylvia Rivera March 19, 2014 at 4:52 pm

My son’s phone was giving us problems !!
We had called several time and the stated that he needed
a new phone well they send it to me !
My son was excited about his new phone and he threw out the box with
the return address cor rhe old one to be sent back
I called for them to give me the address and the person
gave me the wrong address and not only I got the wrong address
but the suspended his services also while he was coming home from school
never would i highly recommend them to anyone
And very un professional these people are!!!

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r stephenson March 5, 2014 at 4:40 pm

I too, have been taken advantage of by virgin mobile.
First off, your security is a joke.
What website asks for your name and password over the internet, which we al lknow is unsecure.
Next your support is in a foreign country, so virginmobvile usa should be virginmobilepuertorico, not usa.
Next, I keep getting the charges on my account for :”data” calling, which, according to my account on virginmobileusa is not supposed ot be able to make data calls. I have texting disabled and never get on the internet or make texts at any time.
M yphone, whether turned on, turned off, or even has the battery out, keeps making these data calls at $1.50 each. I sarted out the new year (2014) with a balance of $90.00+ on my account and by the end of january I got a message form you stating my balance was below $5.00, and was at $4.32, when 99% of the time, it sits on my bar at home, plugged inot the charger, frmo which it won’t let you or me make a call.
I , for instance, did this at 6:00 a.m. for over 2 weeks, and again, sometimes at 8 p.m. and even last night, turned off, and sitting in my pickup, at 10:15 p.m.(3-4-2014).
How in the holy “f”ing hell is it able to do this, turned off, unplugged and battery out?
answer, your site has been hacked. Todays charge was after changing my phone number 3 times this week, alone, so how do they get my number and hack into it so fast?
Your security is a joke. 6 numbers and it can’t be a duplicate number, no letters and no symbols. The easiest password to hack on the planet. Searching the internet I found complete websites dedicated to hacking your system, and saying it is the easiest phone system to hack into on the planet, with software specially written to hack any virginmombile phoine within seconds of knowing the number, which ,again, is the easiest to get on the planet.
If they stole my 90.00 in 30 days, how much are they stealing from your entire system, each and every day? You were notified about this in february, around the 5th or 6th, and you have yet to address it or tell me how my phone is getting hacked and what you are doing to stop it. We have decided to go wit h at&t ,now, because tour sysem sucks so bad.
I having contracted to sprint, in the early 90’s, thought you were smarter than that, but I guess not.
1) get over yourself, you are the stupidest people on the planet, with regards to cell phone technology and website technology.
In emails to your stupid people, they email back and ask for my name and password over the onternet, How “f”ing stupid is that? NO ONE on the internet asks for a name and password via email. Also, in loggin on to virginmobileusa.com, just clock on anything befoere the page stops and it takes you to WWW1.virginmobileusa instead of WWW2.virginmobileusa.com, as it should, and if yo try and check anything on your acount while on WWW1.virginmobileusa, it makes you type in your account and password a 2nd time, and doesn’t if you let it complete and go to WWW2.virginmobileusa.com. I have repeatedly told this to your staff via email and it has YET to be addressed, after several months. How much do you care about your customers. You don”t give a rats ass about your customers. You wouldn’t be pulling this crap or letting it go on ,if you did.
You are nothing but a bunch of thieves waiting for a person to rob.

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Kristen Negran February 2, 2014 at 1:58 pm

I just want you to know that your company has taken advantage of a disabled combat Veteran and his family. My husband was a Marine Sniper for over six years, he was on over three deployments and served not only his country well but also others. He has been with your company since 2010 and has referred several people, that are his friends and family as well. He cancelled an old phone because he bought himself and me, his wife, new Virgin Mobile phones. He called and cancelled the service on the old phone and he also cancelled the reoccurring withdrawals for that phone. He turned the phone on to get a phone number out of it and was receiving phone calls and texts messages, so no one cancelled the service or the reoccurring withdrawals. The first time he contacted your company we were reimbursed the first three months fairly quickly but it has taken over a year for the last three months and everyone in this company has given us the run around saying they have to do an investigation and we will hear from someone in about 3-4 days, a week or so goes by then a month so we decided to call back, then we are told that another investigation has to be done and it will be escalated to the finance department. Then we are still waiting and no one calls back so again we call and the same thing happens every time we get the run around, eventually we were told they were sending us a check we would receive it in 6-8 weeks but that never happens so we call back were were lied too, laughed at and hung up on. We are on the phone right now going through the same thing we asked about the check and were told that they did not see that in their system. Then they asked for his new bank card and told him it would be deposited in his account within 72 hrs. Again that never happened, he calls back and again no one saw this in the system. A week or two ago he was told that they would transfer the complete balance to his new phone but would not give him his money back. After that we were told it was over six months and he could not receive any type of reimbursement. We are on the phone right now and he will agree to give my husband one month on his new phone but what about the other two months of service he paid for? I have sent a formal complaint to the Better Business Bureau, I have also been in contact with several different news companies telling them how Virgin Mobile takes advantage of a disabled Veteran. I also have a mother who is a retired civil lawyer who plans to not let this go until my husband get everything back that you owe him, I promise you this issue is not going away until my husband gets every cent that you pretty much stole from him back. I have several friends and family members who plan on dropping Virgin Mobile because of this issue they don’t want your company doing the same thing to their accounts. We aren’t asking for anything for free only what is rightly owed to us, what you have taken from us. We have a seven year old son, my husband whom I mentioned was a disabled Veteran, just lost his job and this is like taking food out of our sons mouth. How do you think this will look on the news?? Would it not be easier to just gives us back the money you have wrongfully taken from us? I will not let you take advantage of my husband any longer, I will make it my life’s mission to make sure anyone who tries to open up an account with Virgin Mobile knows in painstaking detail every single grievance you have put not only my husband, a disabled combat Veteran, but his family as well. I will post daily on my Facebook, twitter, and every other website I have access to what your company has done to my husband and I mean your company has taken advantage of a disabled combat Veteran, a Hero really. The public doesn’t seem to like it when big companies, or anyone for the matter, take advantage of their Heroes. This is not over, as far as I am concerned this as really just begun, and I will not stop until you do what you know is right and give my husband back what is owed to him, it basically boils down to this, that Virgin Mobile does their job correctly and fairly and basically just do the right thing. We are all adults here, supposed to be that is, so then you should know the difference from right and wrong and what you are doing and have been doing and are still continuing to do to him is wrong, so very wrong!

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