After an hour and a half conversation today (09/23/09) that involved a Virgin Mobile CSR and my bank to confirm the 3 separate debit transactions on my account as well as an unconfirmed credit, I was transferred to a supervisor. The supervisor went on to say that all of these transactions were due to the plan being changed on the account. I told him there was no change and to tell me exactly when and where the plan changed. He took a few minutes and said that I called in to Virgin Mobile on 09/18 to let them know that they charged the wrong credit card on the account. He says at that time, the plan was changed for 1 minute. Can you believe that? I told him that we requested NO CHANGE to the account other than they charged the wrong credit card. I also explained to him that I spoke to customer service the previous month and requested that my debit card be removed from the account. Of course, Virgin Mobile can not find this in their system. And, if my debit card was removed properly the month before, none of this would have happened. He told me that Virgin Mobile can not refund any overdraft fees on my account and that I would need to take that up with my Bank. I explained to him that it is not the Bank's fault that my account was debited 3 times in the amount of $57 a piece. I asked him if Virgin Mobile values their customers. He said yes. I said well what are you willing to do to keep me as a customer due to the hassle and stress that I have been under because of my bank account. He says well mam we would like to keep you as a customer however, you would need to pay the monthly fee. I said sir even after everything you mean to tell me that you are not even willing to give me credit to the cell phone account. He says no. So, right after I abruptly ended the conversation with him, I sent the below email to their Headquarters Office.
Date: Wednesday, September 23, 3:27 PM
Tracey/dallas
You have already lost me as a customer!!! There are no words that could replace what i have gone through due to my negative bank account and the incompetent and negligent customer service that i have received with virgin mobile!!!
It is very apparent and clear to me that you do not value your customers!
& On Wed, 9/23/09, HQsupport wrote:
Subject: FW: Unauthorized Debit of Bank Account for Phone
Date: Wednesday, September 23, 2:56 PM
From: Kiick, Dallas On Behalf Of FraudAlerts
Sent: Wednesday, September 23 3:26 PM
To: HQsupport; FraudAlerts
Tracey,
The refunds that were successfully processed on this account went to the credit card ending in x3824. It appears that the card the customer was upset about being charged on was x2881. Ive refunded three $57 charges to that card directly through the processor. The refunds should post to her account within a few days. I can not assist with the overdraft fees.
Regards,
Dallas
From: Harrison, Tracey On Behalf Of HQsupport
Sent: Wednesday, September 23 3:06 PM
To: FraudAlerts
Subject: FW: Unauthorized Debit of Bank Account for Phone Number:
From: Me
Sent: Wednesday, September 23 2:39 PM
To: HQ
Subject: Re: Unauthorized Debit of Bank Account for Phone Number:
It has been over 48 hours and i have not heard from anyone concerning the unauthorized debit (3 times) of my bank account. I was told that i would receive a call back from the supervisor, justin #632792 within 30 minutes. To date, my bank account is now negative (-) 53.43!!! I am still waiting for you to credit my account for all 3 transactions!!!
From: Me
Subject: Unauthorized Debit of Bank Account for Phone Number:
To: [email protected]
Date: Monday, September 21, 2:28 PM
In checking my bank account today, I noticed that there were 3 debit transactions in the amount of $57.00 each. Immediately, I called Virgin Mobile 800 number to speak to a customer service rep (CSR). After a couple of minutes of research, she told me that my credit card was automatically debited for the monthly charge. I explained to her that I called customer service last month and requested that my credit card be removed from the account due to the automatic debits. Also, I explained that another credit card was given to customer service and should have been charged instead of my card. The CSR went on to tell me that my credit card was still active on the account. She stated that there was a credit to my card since there were 2 debits from my card. I explained to her that there are 3 debits pending on my bank account today. When these 3 Virgin Mobile debit transactions hit my account, there was a balance of approximately $94.00. With the 3 debit transactions of $57.00, it brings my bank account to a NEGATIVE - $76.00. This means that I will have to pay an overdrawn account fee as well as pay for any returned checks that were written on my account within the last couple of days. I asked to speak to a supervisor/manager and was told that I would not be transferred to one. I continued to explain how this is NEGATIVELY affecting my account standing with the bank as well as my family's lively-hood. The CSR put me on hold and then hung up the phone. I called back and spoke to a CSR named Alicia. She was much more understanding and helpful. I gave her the same information and she did her research. She explained that there was a credit given to the wrong credit card. I was on the phone with the 2nd CSR for almost 45 minutes before a supervisor/manager was available. The supervisor's name is Justin, #632792. He was brought up-to-speed on the situation and said to give him 20 minutes and he would call me back about the situation. He also asked for a fax number to my bank so that he could send some information over to the bank so that I would not be charged for an overdrawn account. I asked him - once he completes his research and finds that there is in fact 3 debits to my account, will there be a credit to my account for all 3 debit transactions and he said yes. It has been approximately 1.5 hours and I have not heard from him at all.
This entire situation is a customer's worst nightmare! Taking this money out of my account is taking food off of my table to feed my family. I am unemployed... Due to this situation, I do not have the funds to buy my kids food nor do I have gas money. What am I supposed to do for 3-4 days while I wait for you to CREDIT my account???
The phone number on the account:
However, if someone would like to reach me, my direct contact phone number is:
Cordially
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