I will explain my complaint by copying my emails back & forth with Virgin Mobile Fraud Department:
Sent: Tuesday, December 02 12:54 PM
To: FraudAlerts
Subject: Need assistance
To Whom it may Concern,
I have been trying to re-activate my phone for the past 3 weeks, have spoken to at least a dozen people in your customer service department over several hour-long periods and finally was told yesterday that I needed to email you in order to remove the lock from my phone.
My information is as follows:
Name: xxxxx
Pin# xxxxxx
ESN: 2684354564xxxxxxx
Original phone number assigned to phone: (971) 237-xxxx
This phone was originally activated back on 6/11/08, it was purchased at Radio Shack on that date and activated by the Radio Shack employee. It was registered under my son's name, xxxxxx, and was paid for using my credit card under my name, xxxxxxxx.
In August my credit card was fraudulently charged for a charges not associated with me or my family. I called Virgin Mobile and was told I would have to take it up with my credit card company, and that there was nothing they could do to help me. I did contact my credit card company and they began a fraud investigation. Virgin Mobile turned off my phone almost immediately. I then called Virgin Mobile's customer service department and had them cancel my account so my card could not be used fraudulently any more. Since that time, my credit card company has credited back my card for the fraudulent charges and everything is back to normal.
Nevertheless, my son was upset that he had spent $100 on the cell phone and could not use it... I told him that I would re-activate it for him and we could pay for it with cash or top-up cards and then my credit could not be compromised anymore. He was ecstatic... That was 3 weeks ago, and I still have not been able to re-activate it.
I would appreciate any assistance you can offer in this situation. I look forward to hearing from you soon. Thank you.
Sincerely,
Susan
Here is their BRILLIANT reply (they cannot even write in grammatical english):
Original message
From: "FraudAlerts"
We received charge backs on charges that appeared on your son's account. We will not reinstate this phone unless then charge backs reversed by your bank.
And my reply to their reply:
The chargeback was not for my son's account... My son's account was charged on the same card as the fraudulent charges. Someone at your company must have charged someone else's account on my card. That is why my credit card company reversed it. It was fraud from someone at your company. Please review your records. Why would I have TWO accounts charged on my credit card if I have only ONE phone???!! This is robbery! I will report you to the authorities!
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