Virgin Mobile USA
Fuzzy mathematical method of totaling minutes and customer service is very poor

With my plan once I use all my minutes I receive automatic overage charge for an additional 15 minutes. I am notified this by text. I received an overage charge for the described above minutes. Later that day/several brief (most definitely not 15) phone calls later I received another overage charge. I even wrote down and added, even rounded up the minutes I used since I got the first; it was only 9 minutes! I just shrugged it off since I was not able to handle it at that moment and the month restarted that night at midnight.
The straw that would break the camels back was when I get a text of a non-received text message due to a low balance. Looking online previously it said my message pack for that month started again in three weeks (as it is Virgin Mobile does not offer automatic renewal, carry over, or even notify non-contract customers of their monthly messaging expiring) when looking on my phone it said my text messages expired the day before. Looking online again it still said I had three weeks left. Upon calling customer service
, I was very polite and explained my situation to the person of whom had a foreign accent. I had to repete my story twice and he wasn't able to give me a explanation. He just explained how the monthly message system worked and then steered the conversation (Let me tell you something that will help you out) into offering me a whole new package. After that, instead of the formal Is there any more questions? He quickly ended the phone call. This customer service is very poor for a cell phone company that denies their customers notifications and does not have a honest minute add up formula just to get some extra money.

Company: Virgin Mobile USA
Country: USA
Site: virginmobileusa.com

  <     >