Virgin Mobile USA
Company service reps said they would sent a replacment device and now refusing to stand by what they said or give me a refund

I have had Virgin Mobiles Broadband 2 Go service since January. I really haven't had any problems until one day they cut my service on 4-17-11.

When I called the first time on 4-21-11 the "customer service rep" that I talked to said that he is going to send me a new device. He said that it would take about 2-3 bussiness days for me to receive the device. So I waited until 4-27-11 to call them back when I never received the device.

The first time I called I talked to a lady that said that the person I talked to on 4-21-11 didn't say that. She said that he told me he was going to open an investigation on the account. Then she told me that it was going to take another 7-10 days before they would even think about sending me a new device. Then she told me that she is going to look into the account and find out exactly what was going on and would call me back within an hour. I never heard back from her. I waited and hour and a half.

When I called back the guy that I talked to said that he couldn't transfer my call to her. After 20 minutes of getting the run around he said that he would put his manager on the phone if I could just hold for a few minutes, 10 minutes later his manager got on the phone. After telling him everything that happened AGAIN he said that he was going to look into it and call me back within an hour. Needless to say I DIDN'T hear from him either. Surprise surprise. So I called back.

When I called back I told the lady that answered the phone that I wanted to talk to the manager that was above the supervisors that never called me back. Once the "manager", if you can call her that, picked up she tried to give me a BS line that she couldn't issue a refund or mail out a new device until the investigation was over. She said that she was going to call the investigators and find out what was going on. She asked if I wanted to have her call me back or stay on the line. Needless to say I said stay on the line. After 35 minutes of being on hold they finally disconnected my call.

I know that my time doesn't mean anything to them but it does to me. I spent well over 3 hours on hold in 1 day and still nothing is fixed. Hopefully complaint can help.

Company: Virgin Mobile USA
Country: USA
State: New Jersey
City: Warren
Phone: 18778778443
Site: virginmobileusa.com

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