We have had multiple problems with Virgin Mobile and their crappy customer service.
We have been on the phone with the customer service for over three hours tonight with multiple representatives.
I am certainly hoping that this gets back to corporate so they can reprimand these people for being so rude and unhelpful.
As customers of Virgin Mobile for over ten years, we have been screwed around enough, they do not do what they say they will, and the customer service is inferior. They cannot transfer you to supervisors, until pressed for it, they cannot give you a reference number or ID number to refer back to them (for security reasons!), and continuously lie to get their customers off of the phone.
This problem in particular was that they sent a defective phone, and when asked for a replacement, they gave us the runaround until finally they sent one, with ONE problem. There was no return envelope for the old phone, as promised. After calling to notify Virgin Mobile of this screw-up, they assured me that they would send me a new envelope.
Now, the account has been "suspended" and I cannot use the top-up card I have purchased after being told by Mr. Ramon I-Can't-Give-You-My-Last-Name-Or-ID-Number that my account suspension had been lifted and a return envelope has been sent to me.
So after being lied to, we called and got Francisca, who couldn't give out her reference or ID number. She couldn't help us, so moving up the line, we got her supervisor Franco. Franco told us that they COULD in fact give us ID numbers, and gave us the ID number 780147. Franco told us that he could not help us either, and that he couldn't give us a supervisor as they were all too busy to take complaint calls.
We call back and get Jason, who gives us his ID number semi-willingly, (659572), and told us that due to his policy, for some reason we cannot speak to his supervisor! He continued to try and convince us that his policy stopped us from speaking to anyone above him!
All in all, virgin mobile has screwed up on our billing, on sending replacement phones, and their customer service is crappy and fails to help or satisfy their customers.
DO NOT GET VIRGIN MOBILE, they are by far the worst phone company there is.
—A very unhappy virgin mobile customer.
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