Virgin Mobile
Bait and Switch textmessaging plans without notification

For 8 months my daughter had the Virgin Mobile monthly 1,000 text messages for $9.99, it worked great. The company charged the credit card each month for $9.99 without any action on our part.in Jan we upped the plan to the $19.99 for unlimited monthly texting. After thirty days, Virgin mobile sent a text message indicating a charge for $20 - this appeared to be the montlhy charge. Two more text messages for $20 were received and I contacted virgin mobile customer via email. When a fourth message appeared, I contacted customer service via telephone. The representative explained the unlimited texting package expired and it converted to their standard 15 cents a text, so within 5 days, the $20 unlimited package I signed up for had cost me $100! When I pointed out the phone still indicated it was under the unlimited text package the representative (Tanya) told me it didn't matter what the phone said the package had expired. When I checked the account on line, it also listed unlimited on the top page, it wasn't until you clicked two pages in that a note indicated it expired. The representative said she converted it to the unlimited texting plan.By the next morning another $20 charge to my credit card appeared and the phone was still charging 15 cents a text. I called again, after an hour of explaining my case, the rep (Brian) reluctantly transferred me to his supervisor (Jerald) who agreed I needed to talk to someone who could handle a credit. The next lady (Salara) put all the information together and said their financial hq would review it and issue a check for the overpayment - they couldn't actually credit the account. No check arrived. I called to find out the request was denied. The company is clearly baiting teenagers in with a great low plan and then switching to a higher rate without any notification, one that cost us $140 in one week! What 14 can afford that? I am not giving up. I am sending a hard copy of this to their corporate HQs and will keep you posted on their response.

Company: Virgin Mobile
Country: USA
State: New Jersey
City: Warren
Address: 10 Independence Blvd
Site: virginmobileusa.com

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