On December 9 I decided to purchase a prepaid phone from Virgin Mobile as a Christmas present for my 16 year old daughter, who lives in Ohio.
I decided to purchase a (wild card phone) and the unlimited text messaging bundle package and for a limited time offer, if you bought the unlimited bundle package for one month you got the next month free. Using my debit card I purchased the phone online from the Virgin Mobile web-site for 106.49 which was taken out of my checking account on 12/13/07.
I confirmed with the salesperson that it was the package I had specified three different times in my conversation. My daughter received the phone and we called and activated the phone then paying for the unlimited text bundle package for 19.99 and a 6.95 phone package using the same debit card as before they took out 32.06 on 12/14 again confirming with another salesperson what I was purchasing, nothing being said about not having paid for the phone in this conversation.
Well this is where the nightmare Christmas present begins, 3 days later my daughter calls and says her phone is not& nbsp;working so I called to find out why the package we had ordered wasn't turned on. They told me me I didn't order the unlimited package for text messaging and that my daughter had used up the money that was on the phone and that there was nothing they could do but give her 30 free text messages and that I would have to buy her another package, since it was a Christmas present I bought the unlimited text messaging package for the second time paying another 21.37 on 12-17-07 from the same debit card, again nothing was mentioned about having not paid for the phone.
The lady said she would check into the prior bundle purchase and who took the order, but of course haven't heard from anyone. Here we are at 12/29/07 my daughter calls me and says the phones not working again and that she had called to find out why and they told her it is suspended for 2 days while they were investigating phone fraud, which they accused her of doing.
Monday my daughter called Virgin Mobile and they told her that I had'nt payed for the phone and I will either have to send the phone back or send them a copy of my debit card. I had spoken to numerous salespeople because they had e-mailed me a confirmation number of the phone purchase thanking me for their business. My checking account shows the 106.49, the 32.06, and the 21.37 having been deducted from my account.
We faxed them a copy of their confirmation letter that came with the phone and offered to send them a copy of the bank statement but they said none of this would help. They insisted on us sending them a copy of our debit card, front and back which I refused because money had already been withdrawn for the phone. So I asked the lady is it your policy to send out phones and confirmation letters and e-mail before you receive payment? She was confused with that couldn't give me an answer.
I then asked for a corporate phone number and she said that they didn't have one (GREAT), so on 1/1/08 I faxed a copy of their bill that came with the phone, and today 1/03/08 someone from Virgin Mobile called and said they received it, but they still needed a copy of my debit card and again I said I will not send this to you, she then stated we will turn your phone back on and hung up on me! This has been a complete nightmare before Christmas present and I don't even know where to go from here, PLEASE HELP.
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