Virgin Mobile Expects Me to Pay for Nonexistent Service Warren, New Jersey

27th of Sep, 2011 by User854996

I've had Virgin Mobile for several years with no problems. However, the true measure of a company is how it responds when there is a problem. Virgin Mobile is horrible!! I lost phone service at the end of August. I could not make or receive calls and kept getting various error messages. I immediately called Virgin Mobile and was told that they had been experiencing network problems. The customer service rep tested the frequency of my phone to make sure that it wasn't on my end, and assured me it was not. He also had me reprogram my phone, but I was still unable to make calls. He told me that most of the network problems were solved within a day or two and that Virgin would get back to me. I received a text message 2 days later telling me that the problem had been solved, however, I was still unable to make or receive calls. I called a second time. Again, the phone frequency was tested and the phone reprogrammed. I was told that my case would be given the highest priority and that someone would contact me. No one ever contacted me. I called customer service several times over the next few days and each time the frequency was tested and the phone reprogrammed. At no time was I given any alternate solutions to the problem (perhaps a new phone number?). After almost 2 weeks of no phone service, I called to cancel. The customer service rep was very sympathetic. She told me that I would receive a credit for $8.00, the remaining balance on my pre-paid account. When I checked me credit card statement online and didn't see a credit from Virgin, I called them. Although Virgin was well aware that they were unable to provide me with cell phone service, they were now refusing to issue me my credit. I spoke to a supervisor who was adamant about the fact I had cancelled the service. They expected me to hang around indefinitely with no phone service......and even top up my account with more money (according my contract) in early September. In short, they expected me to pay for service that they could not guarantee to deliver. Although it's not a lot of money, it's the principle, and if Virgin rips off a lot of people for $8 they'll make a bundle. I filed a dispute with my credit card company today.

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