You won't believe what I just had to go thru with Virgin Mobile.

Tweet

I am with Virgin Mobile for my cellular phone service. Over the last 2 1/2 years I have had reason to have to call them to straighten an issue or two out. ONe of which was that I have called them and requested that they stop sending me text messages. They are all advertisements from Virgin Mobile and they cost me 15 cents each. They seem to think that this theivery goes unnoticed by customers, it is just such a pain and a pill to have to call them back about an issue that while annoying and it costs me money every month. they probably manage to steal a few milliojn extra dollars every month with their endless text messaging and charging people for it. My monthly fees for their service are 37.00 total with tax, so on Wednesday, the day that it was to expire I put $40 of my last $50 on my phone to cover the monthly fee. Right after I filled my phone I got a text message. I don't send or receive text messages so I ignored it and went about my day. Then I get a message directly to my phone that says that my monthly charge did not go through and that to keep talking I needed to add at least $5. and some odd cents to my account. I ignored this too because I assumed that there was some error and that they woudl find it when my billing went through at midnight. So at 8:45 pm I get another text from them so I assume something is wrong here. I called their offices which are supposedly open until 9 pm Pacific time, and get their voice message saying that they are clsoed please call back dcuring business hours. So I went online tio see if I could figure out what the problem was. I see they cahrged me 9.99 for some vague "X-tras" the minute that I put the money on my phone earlier in the day. Now this pissed me off because I never order extras and this thing had insured that I got dinged for my monthly fee. So then they're charging calls at 22 cents a minute until I can get this thing resolved. I called them the next morning and speak to someone who calls himself Jorel. I explained the situation to him and told him to take a look at my account and he would see in 2 1/2 years absolutely no history of me ordering any such extras. He said that it wasn't Virgin it was some outside company that had text messaged me with some offer and that I had responded to it. I explained stridently to him again that no such authorization had taken place and that I wanted it and my text messaging removed from my account as I had previously requested. He said that he could see on my account that I had requested it's removal twice before. Finally desperate to get me off the phone he gives me another 800 number to call to resolve the problem and have my 9.99 put back on my account. The number was to the cancelation line on the x-tras, so I canceled the service thinking that I had taken care of the problem. That evening I get another text message saying that my charge didn't go through again. So I called them up yesterday and I just leveled both barrels at them. I told them they were theives and their customer service was sub par, because if they could see that I had requested the text messaging removed from my phone then why were they still sending me text messages and charging me for them. I had my call excalated to a supervisor and went through the entire thing again with him. I told him in no uncertain terms to return my money to my account and to insure that my monthly fee goes through this time. And made him remove the text messaging from my phone becasue as I told him,"I pay my bill every month for this service, why should I have to pay for text advertisements from companies that pay them for this and have to pay my money to be marketed and advertised to?" I don't get any discount for this so I wanted it stopped immediately. Finally after just under an hour on the phone with them they resolved my problem. God I was so pissed. They approve a charge on my phone, overbill me so they can bounce my monthly fee. Then when you call they give you this whole speil about how I need to add money to my account to insure that I don't loose my number and any remaining balance on my account. And then I have to call them twice to get them to rectify the problem. I even told the surpervisor, bedcause they were extremely busy yewsterday morning that if his company hadn't decided to steal 10 dollars from everyone then he would have a much less harried workday. I finished with the parting shot that all this theft and refunding is probably going to dry up his quarterly bonus like a pimple. I used to work in customer service for a large corporation and the incentive that they give you for giving as little f their money back to customers as refunds and credits is that for every dollar you are under the limit it corresponds to a scale on the bonus schedule. If you go over your limit you're fired.