I have a mobile phone with Virgin Mobile. I use a credit card to top up the phone each month. My account was due for a Top Up on the 29th of Oct. I tried to top up my account on the 28 th of Oct. I normally top up using my phone to access my account, but this time I could not reach Virgin Mobile, so I tried to use the internet only to find that the web site for Virgin Mobile was not accessible. I was going out of town so I thought that I would be able to get throughto VM by using my phone later. I kept trying from 5:00pm to 12:00am with no success. I tried to get through to Virgin the next day, with no success. I checked my account and found that Virgin Mobile had reduced it to $0.00. I phoned VM and they informed me that I would have to send them an e-mail outlining what happened. Their reply was that they had a system error and they would reinstate the amount of money that was in my account if I would do a top up equal to or greater than the amount that had expired.
I phoned VM and complained again that I thought that their request was unreasonable but they are not out to satisfy their customers even when they are at fault. I feel that they are trying to extort more money from a customer by stating that they will return the funds if I add more money to my account, which I find unacceptable.
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