This all started when i got a new phone. I got my new phone because my old one was over 3 years old, and the battery wouldn't stay charged. I got the phone at walmart for $45, the price of the same one on their web site was $89.99.
When i swiched my phones i tried to do it on there web site, but it said they where temporarily fixing there website. (which is no diffrent than it was before.) So i had to call them. After talking to four diffrent people four diffrent times they said it was swiched. (they kept hanging up on me.) so i went to bed. The next day i didn't have service on either phone so i had to call them again. This time they finely got it right.
On my cell phone plan i get 200 minutes for $20, the minutes i don't use roll over to the next month. While i had my old phone everything was fine i went through about 100 minutes a month, and i had 600 minutes on my phone from it rolling over. Then once i swiched phones about half way through the month i checked my minutes and noticed i had already used 200 minutes. When i checked my account activity i noticed i was being overcharged. So i sent them this message. From there web site.
Original Message — i'm being overcharged. My phone records don't match my account history.
01/23 07:08 PM 00:02 2 | 0 | 0 VOICE: my phone says 1min. 0sec.
01/23 01:54 PM 00:02 2 | 0 | 0 VOICE: my phone says 0min. 51sec.
01/21 03:26 PM 00:03 3 | 0 | 0 VOICE: my phone says 2min. 0sec.
01/20 05:48 PM 00:02 2 | 0 | 0 VOICE: my phone says 0min. 58sec.
01/13 01:54 PM 00:02 2 | 0 | 0 VOICE: my phone says 0min. 47sec.
01/12 07:50 PM 00:02 2 | 0 | 0 VOICE: my phone says 0min. 53sec.
I didn't make any of these calls:
01/14 07:19 PM 00:01 1 | 0 | 0 VOICE
01/14 06:58 PM 00:00 0 | 0 | 0 VOICE
01/14 06:58 PM 00:01 1 | 0 | 0 VOICE
01/14 06:51 PM 00:00 0 | 0 | 0 VOICE
01/14 06:22 PM 00:01 1 | 0 | 0 VOICE
01/14 05:41 PM 00:01 1 | 0 | 0 VOICE
01/14 10:05 AM 00:00 0 | 0 | 0 VOICE
01/14 09:39 AM 00:01 1 | 0 | 0 VOICE
01/13 06:28 PM 00:01 1 | 0 | 0 VOICE
01/13 01:10 PM 00:02 2 | 0 | 0 VOICE
01/13 11:40 AM 00:00 0 | 0 | 0 VOICE
01/13 11:40 AM 00:01 1 | 0 | 0 VOICE
01/13 11:31 AM 00:00 0 | 0 | 0 VOICE
01/12 11:53 AM 00:02 2 | 0 | 0 VOICE
01/12 11:28 AM 00:01 1 | 0 | 0 VOICE
please fix this.
This was there response:
Hi Jim, Thanks for your email... And for giving us the opportunity to answer your question. We're here to help. Sorry to hear that you have issues with the transactions on your account and apologize for any inconvenience caused so far. We can certainly help resolve your question but first we must verify we have the right account. Can you please respond and provide your Virgin Mobile phone number, Account PIN (numeric security code)? Once we have that, we can right to business and get you on your way! Hopefully you can understand - you wouldn't want just anyone getting your private information. Without the information requested we can't divulge information through email, it's a privacy thing. If you have any other questions or would like more info, feel free to email us again? Simply log on your Account via www.virginmobileusa.com provide your Account PIN so we can help without delay or feel free to call us at 1-888-322-1122 (or *VM on your Virgin Mobile phone). We'll be delighted to assist you. AlinaVirgin Mobile At Your Service Your satisfaction is our goal? Please take a minute and tell us how we are doing! Simply click on this link to let us know!
So i sent them my account pin and phone number and recived this responce:
Hi Jim, Thanks for contacting us here at Virgin Mobile. We apologize for any inconvenience caused. I have reviewed your account and confirm the calls you mentioned are either dialed from your handset or were received on your handset. Given you are such a great Virgin Mobile customer, we will credit you back 12 minutes which were deducted for the calls you mentioned. Just be aware this isn't normal procedure and it's a one time adjustment. Should you ever have a question about your account, in the future, you can check this yourself. You can log on to "My Account" via http://www.virginmobileusa.com and once you have signed in, you will see your current balance, last Top-Up date your Current Through Date and all transactions for the past 60 days. If you have any other questions or would like more info, feel free to email us again; simply log on your Account via www.virginmobileusa.com provide your Account PIN so we can help without delay or feel free to call us at 1-888-322-1122 (or *VM on your Virgin Mobile phone). We'll be delighted to assist you. GavinVirgin Mobile At Your Service Your satisfaction is our goal; please take a minute and tell us how we are doing! Simply click on this link to let us know!
That was nice of them to give me back 12 of the 18 minutes they stole, but they put them as bonus minutes and it still wont let me use them. Also i noticed they stole 2 more minutes so i sent them this:
I am still being overcharged. I sent an e-mail yesterday and i am still waiting for this to be fixed. Here are the two times today you overcharged me:
01/25 05:36 PM 00:02 2 | 0 | 0 VOICE my phone says 0min. 58sec.
01/25 01:45 PM 00:02 2 | 0 | 0 VOICE my phone says 0min. 57sec. Now please fix this. If you fail to do so i will post you on usacomplaints.com.
This was there response:
Hi Jim, Thanks for your email — and for giving us the opportunity to answer your question. We're here to help. I did take a look at our records and see that we did respond back to your question on 1/26. I have also credited your account with 4 minutes as on 1/26. If you are facing the same issue, please give our Advisors a call and we will be happy to help you. If you have any other questions or would like more info, feel free to email us again? Simply log on your Account via www.virginmobileusa.com provide your Account PIN so we can help without delay or feel free to call us at 1-888-322-1122 (or *VM on your Virgin Mobile phone). We'll be delighted to assist you. CalvinVirgin Mobile At Your Service. Your satisfaction is our goal? Please take a minute and tell us how we are doing! Simply click on this link to let us know!
Ok so now i have 16 of the 20 minutes they stole from me, but i still can't use them. The next day i checked again and they did it again. They also took out 15 cents for virgin extras while i was signed up for a data pack (which includes free virgin extras.) So i sent them this message:
I have 3 problems, i was overcharged again!!! 01/29 02:44 PM 00:02 2 | 0 | 0 VOICE this call lasted 49 seconds why is this happening.
Second problem i was charged 15 cents for virgin extras. Im signed up for the $10 data plan, and that should be free as long as there is $10 in my account.
And my last problem is the bonus min. I received the last times i was overcharged. I thought they where to come off first since they dont roll foward. I have been a loyal customer for many years, and have never had my phone shut off. But if you keep overcharging me i will take my business elsewhere.
This was there response:
Hi Jim, Thanks for your email... And for giving us the opportunity to answer your question. We're here to help. We apologize for the inconvenience caused. The call in question on 1/29 lasted for 120 seconds as per our records. To resolve the issue, I have opened a trouble ticket which should be resolved within 48-72 hours. The WAP daily access fee for 15 cents was charged on 1/29, which was before you enrolled for the 20 MB unlimited pack. You currently have a bonus minute balance of 16 minutes. Bonus minutes do not expire, and would be used before the minute pack or the cash balance is charged. Should you ever have a question about any of the transactions on your account, you can always check it yourself by logging into My Account via www.virginmobileusa.com. Once you have signed into your account, you can check all actions for the past 60 days that involve your account, and even see the latest news from Virgin Mobile. If you have any other questions or would like more info, feel free to email us again? Simply log on your Account via www.virginmobileusa.com provide your Account PIN so we can help without delay or feel free to call us at 1-888-322-1122 (or *VM on your Virgin Mobile phone). We'll be delighted to assist you. JeffVirgin Mobile At Your Service Your satisfaction is our goal? Please take a minute and tell us how we are doing! Simply click on this link to let us know!
This didn't help much. They took away all my bonus minutes, and still overcharged my any time minutes. So i sent them this:
Original Message
you said: To resolve the issue, I have opened a trouble ticket which should be resolved within 48-72 hours. Today i was overcharged 2 minutes. So instead of the 15 minutes i used i was charged for 17 minutes. But lets say i did use 17 minutes, why was i charged for all 16 of my bouns minutes and 20 of my anytime minutes. Thats 36 minutes total, more than double the 17 minutes you said i used.
You say: The WAP daily access fee for 15 cents was charged on 1/29, which was before you enrolled for the 20 MB unlimited pack. But i enrolled for the 20 MB unlimited pack on 12/31/08 why is it my fault you waited an extra hour and 47 minutes before you decided to roll over my data plan. If this isnt resolved for good in 72 hours i will post your company on the rip off report. I will also post all the responses that i have recived and show everyone how you do bussiness.
There response was:
Hi Jim, Thanks for contacting us here at Virgin Mobile. I apologize for the delay in resolving your issue. I do see that your account is still under review. Trouble tickets of this nature do take about 72 hours to complete. Our investigations team to respond to you once the issue is resolved. You can also call our advisors at the number listed below to check the exact status of the trouble ticket. Should you ever have a question about your account, in the future, you can check this yourself. You can log on to "My Account" via http://www.virginmobileusa.com and once you have signed in, you will see your current balance, last Top-Up date your Current Through Date and all transactions for the past 60 days. If you have any other questions or would like more info, feel free to email us again; simply log on your Account via www.virginmobileusa.com provide your Account PIN so we can help without delay or feel free to call us at 1-888-322-1122 (or *VM on your Virgin Mobile phone). We'll be delighted to assist you. GavinVirgin Mobile At Your Service Your satisfaction is our goal; please take a minute and tell us how we are doing! Simply click on this link to let us know!
No help at all.
So i waited for this great account tracker to preform its wonderful magic. When their 72 hours where up, this is what i got.
The subject line read:
Dispute Settled!
Hi JIM, The Dispute 3-EGRE2ZE has been settled. Your account has been credited for $0.00 and 2 minutes. Thanks. Virgin Mobile. If you need to contact us, please call Virgin Mobile At Your Service on (888) 322-1122 or *VM from your Virgin Mobile phone. Alternatively visit us at www.virginmobileusa.com
Dispute Settled! Really so now i have 18 bonus min. That i still cant use, and to date they took 42 min. That i know of for sure. How is this Dispute Settled!
I told them i didnt want there bonus minutes, i just wanted them to stop overcharging me. I guess they really dont want my bussiness.
0 comments