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So shortly after my father passed away last month, we decided to move my mom's mobile phone service to one of our existing accounts and pay for it ourselves - saving her money since she is now down to one income. I called Virgin Mobile the day of the switch to let them know of the situation and was told by them that as of that day, there would be no further charges as this was a prepaid service. Low and behold within a day they charged her credit card for another month. After calling them to get it straightened out only to be told by the phone rep that her account could no longer be accessed and was hung up on, I emailed them. They responded that a refund was initiated and we should see it within 5 days. 2 weeks later (with no refund applied) I emailed again. Their response was that if she had only used another 15 mts of service, the refund would have been issued but since she had used 21 mts of service, they were not going to refund her anything. What an unethical way to treat a customer after 7 years of loyal service. This is how Virgin Mobile operates. Spread the word if you ever find yourself in discussions concerning mobile phone service.

I would not recommend virgin mobile, TO ANYONE. I have been getting stuffed around for the past week over trying to give them the correct items for a credit check on me. First i went in store to set up the plan, gave them what they asked for and was told to wait till they heard back and that they would call me when they heard back from the credit review team. I called the next day to ask if they had heard word back, the man there said No they haven't, that didn't seem right to me, i went onto the website, talked to someone there, turns out that they actually had word back the same day i gave them the information and it turned out they actually want more information. Person at the store clearly not doing their job. So, i spoke to someone over the phone, we scrapped that plan to just do it online, he then gave me a email to send my items for the credit review through and he didn't give any specific information on how you are exactly meant to do it, you have to put your reference ID in the subject name of the email and so because i was not told of this, that email didn't work, i called up and was told it was then told it was incorrect email and was given another. Days later i then receive a email from the one i sent my items to, to send more items for the review (so once again, they did not tell me the correct amount to send, i sent what they told me and it turns out they want even more). They also said to sent it to the first email they gave me which they said themselves is incorrect. So i sent more of the items they needed. Then, days later, again no reply so i called them up and they told me that i needed to show the home address on the back of my ID card (i had just simply shown them the front as i figured that would be enough) so for 2 days they didn't contact me to tell me that i needed to send them the proof of address. Now, all this screwing me around and i asked if they were going to do anything in return for all the mishaps and people not doing their jobs. They said no we cannot. That was the breaking point for me, they messed me around for an entire week, wasting my time, my phone credit, my effort, causing lots of confusion and frustration and they won't even do anything to make up for their faults. This company should not even be open, this company should have been closed down a long time ago, they have horrible customer service, clueless employees and really don't seem to care for their customers at all. For your own sake, do NOT go with virgin mobile, or you will have many regrets to come throughout your experience with them (this was not my first time with them, had a account with them quite a while ago and it was pretty shocking service)

I wish I could give this a 0! This was the worst company ever! I bought an LG Tribute with unlimited Talk, text, and data. The phone wouldn't activate over their website, so I had to call the Customer Service. I talked to one lady that I could hardly understand, she couldn't figure it out so she sent me to another person, who then made me repeat exactly what I said to the first lady, who then sent me to another person that made me repeat what I said to the first 2 people who then "accidentally" hung up on me. I could hardly understand any of them, never got any help, went around in circles for 2 hours and phone is still not activated. Phone will be going back to Best Buy tomorrow and I'll be going with a different company for sure!!!

I have maintained a Virgin Mobile account for my mom for many years. When she died, I was told that I would get a refund. They said not to close the account or the refund could not be processed and they assigned a case no. When no refund came, I called back and was given a list of 7 or 8 things I needed to fax them. Death certificate, probate papers, funeral parlor cards, obituary, funeral parlor website and more. I did all this and heard nothing. I called to check on the refund and after 2 calls and 50 minutes on the phone, I was told that they could not process the refund because the account had been closed. NOT BY ME! This is fraud. A deliberate effort by Virgin Mobile to make the refund impossible. I have no recourse, short of a lawsuit, but I wanted everyone to know the kind of company they are dealing with. PCK