I have informed Virgin Mobile that I have reported them to the Better Business Bureau, and will inform them today that I am also putting them on "blast" here on the Consumer consumer complaints.
Virgin Mobile made an make excessive charge on my month-to-month service. I had paid my bill like I have been doing since I first signed up in February; but this month right after I paid it they placed another charge on my bill; claiming that I successfully extended my service for a full year at a higher price — which I DO NOT authorize! After I called them on it they refunded me the original — and lower — charge back to my account. This is the latest:...
Derek Hooker & "Shawn" You two men must think I am STUPID! It not only states on your website, but also on my Virgin Alert that I still have; you charge what I authorized. So, your quote that the "total charge is $69.25 due that the plans excludes taxes as stated clearly on the website, " is incorrect!!!
I'm looking at the site now. At the top it clearly states: "Next payment due: $59.99 taxes and surcharges on 06/04. SO if my current charge, according to both your website and my Virgin Alert is as follows: Top-Up: $59.99 Tax: $4.87 Total: $64.86. If it was $49.99 for unlimited talk as you state in your response back to me, then my bill should be $10 LESS!!! If it was $49.99 as you state; are the taxes and surcharges $14.87 and NOT $4.87 as my Virgin Alert states??? If it is, then false advertising is taking place!
Your next statement doesn't make any sense, either: "You topped-up $59.99 which with taxes totaled $64.86. This along with some money that you had on your account reached to a total cash balance of $60.09." If the $60.09 was to my credit, then all I would owe would be $4.77. Either your Virgin Alert OR your website would/should have advised me of this. If, however, I OWE $60.09 and I PAID $64.86, then Virgin Mobile should OWE ME $4.77.
So, it's the first one; $60.09 is not enough. You state: "This amount as you can tell, was not enough to cover the cost of the plan that you have. As your records shows, the same amount was charged for the plan and that you paid last month on 4/04. But however on 3/04 the amount wasn't as much since you only had the unlimited calling plan without any messaging package."
WRONG! In March I was on the phone with Live Advisor "Marisol" and I forget how many other Live Advisor's to straighten out my charges at that time. I made the mistake of inadvertently switching from unlimited talk and text, to "texter's delight." When I switched back, I was charged my original plan TWICE! All I needed was a simple refund of the "texter's delight" charge and the double billling of my unlimited talk and text charge; your Live Advisors were unable to do that.
After haggling with several Live Advisors about this, Virgin Mobile charged my account for March $64.21. After discussing this double billing for over an hour I was told that my account would be credited for March and my next bill would not be due until April. This did NOT happen. So again Virgin Mobile has not done what the Live Advisors have stated that they would do.
With all of my calls; all of the Live Advisors stated that I would be sent a survey asking for me to rate their service. I was honest with Marisol and the others; I told them that I would NOT be giving them NOR Virgin Mobile a favorable review. Needless to say, I have not received a single survey. Nathan did not even mentinon the survey. I am sure I am on record in your system as some kind of "chronic caller and/or dissatisfied customer." If so, this is correct.
Derek and Shawn, these are the reasons why I have informed the Better Business Bureau about Virgin Mobile's horrible service. These are the reasons why I am in the process of copying and pasting this very letter onto Usa Consumer Complaints.com.
It is very simple: you send an Alert stating I have paid my bill. Then you send another Alert stating that my service has been "Preserved, " extended for an "entire year" and promptly charge me $69.25. The Alert then clearly states "Not Interested? Call (your 888 number). I do so, because I was and am NOT INTERESTED! AGAIN, this is a charge I did not authorize!!!
Is Virgin Mobile in the business or arbitrarily charging its customers unauthorized fees?
I want my refund back! Either refund me the difference between my approved original monthly charge and YOUR UNAUTHORIZED charge, which is $4.39; OR refund me the full $69.25. With your mismanagement of MY funds and MY account; I feel I deserve a "free month." Do your managers authorize such. Something tells me, 'no.'
As I said, I will continue to send letters to both the BBB and usacomplaints.com, informing the BBB and any and all customers on the website of the status of this dispute.
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