Up till today, I have had Virginmobile for about 4 years. I took it initially only for work, for emergency calls on off hours, and I very seldom used it back then. That changed last year, when I quit the job and retained the number because so many people knew to reach me at that number.
Perhaps two months ago now, the rates went up HUGELY, with no notice that they were - you were just suddenly going through 20 dollars within two or three days.
So in April I called them and had decided to get on a monthly plan, which provided 300 day minutes and a 1,000 night and weekend minutes. I was told to put the amount needed on the card to start it up on the phone, putting down almost twice as much as needed, and that the plan would go into effect within a few hours and I would be billed monthly on the same day.
A few days ago I noticed that the dollars were going down like they used to when I was doing pay as you go - I really hadn't been using the phone much and it took me that long to notice a change in the amount. I had documented my conversation with the customer service representative, had day and hour and name of the rep, charges all spelled out, etc.
The customer service center is OUTSIDE OF THE USA - from the accents of the reps I would say it is in India or one of those countries surrounding it. One always struggles with the reps at Virginmobile - they are pathetic.
The rep told me that the change to the plan was never done on their end, and she told me I would have to go through the process again and consider this time that I thought had been covered pay as you go. I thought that this was wrong and told her I should be credited for the monthly billed plan and that I shouldn't have to go through this process yet again! She couldn't authorize it so sent me through to the customer service supervisor.
He was an Indian dude, and he refused to tell me what country they were in. His line was though the customer service rep assured me that all I would have to do was put the payment on the phone, because I didn't know that the payment would have to be made at a Virginmobile store or with a credit card, it was still my fault and so they would not honor my conversion to the monthly billed rate on April 24. I would have to pay with a credit card or go to an outlet and try it again. He initially offered me a partial refund, which he later withdrew. Of course I told him that because of his company's cheapness and his utter cheapness and lack of understanding of the English language (along with his reps), they were going to lose a customer.
Please don't let your kids use this service - they try to attract them with a trendy ad compaign, BUT THE RATES FOR PAY AS YOU GO ARE TERRIBLE. The customer service is atrocious - you never get the same info twice in a row. AND THEY ARE CHEAP AND PATHETIC - THEY WOULD RATHER LOSE A CUSTOMER THAN BUCK UP AND MAKE AN ADJUSTMENT AT THEIR END AND KEEP THE CUSTOMER.
It is also quite disturbing that the service is outside of the country - though the company is located in Warren, NJ and they are making millions of dollars off of American customers, the service centers are outsourced to third world countries, were slave wages are paid and the shareholders jump up and down with joy at the great savings they make. This is wrong, other than the communication problems you have with reps that don't know English idiom and that you must struggle with to get the most simple information from. They are taking the bread out of the mouths of American workers, making a killing, have lousy customer service and are prohibitively expensive.
Don't use virginmobile - they are slimebots!!!
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