Complaint / review text:
On 01/26/2009, I received a Virgin Alert that stated my new month starts at Midnight. My account was debited to start my plan for the new month. On 1/30/2009, I added $10 to my account so I could download ringtones. I went to the get More Ringtones? Option on my phone and it stated that I needed to sign up for Virgin XL access which cost $. 15 a day. I clicked the link to sign up for the Virgin XL service. No sooner after I did that, I received a virgin Alert on my phone stating that Youve been switched to our $59.99 Monthly Plan? Which is not what I requested.
I checked my bank account and verified that Virgin Mobile did charge me again for a plan I signed up for four days before. I simply wanted to get access to Virgin XL and download two ringtones. As soon as I received the Virgin Alert, I contacted Virgin Mobile to find out why this had taken place. The representative stated that he saw the charge and it was a technical error and that he was submitting the request to have the money forwarded back to my account. I asked if this error would affect me using my phone since we were falling on a weekend, it would be an inconvenience for me not to have a phone, but if needed, I would not use it. He told me my plan would roll back to what it originally was and I would be OK. He also stated that the money would be posted to my account within four days, however he did not specify if he was referring to business days.
On 02/03/09 I logged into my bank account to see if my money had been credited yet and it had not. I was also having problems with my text messaging, so I called in for the text issue and questioned where we were in the process for my refund. The rep I spoke with stated she saw the request, but it was never submitted to an approving supervisor, thats why the money had not been put back into my account yet. She stated that she would submit the request then and my money would be in my account within four business days. Now here are two representatives of Virgin Mobile who told me my money would be put back into my account.
On 02/09/2009 I called Virgin Mobile because I had bought and downloaded four Ringtones for my phone on 02/08/2009, however the ringtone Dead and Gone? Did not download to my phone. When I went and looked into the pending download screen, the ringtone was not there. I checked the My Purchases? Screen and it is listed there, but no way for me to download to my phone. I also questioned the status of the refund then. The representative told me she saw that the request had already been sent out and should be in my account soon, and then she put me on hold to verify the request so she could give me an exact date. I was on hold for about ten minutes and she came back on the line and stated that unfortunately, we will not be able to give you the refund? Here I have been told by three representatives for Virgin Mobile that the refund would be coming through, and then all of a sudden I am not getting a refund. The reason I was told I cant have my refund is because I had used minutes within the new plan. But if you recall earlier in my email, I questioned whether I could use my phone or not. If I had been told initially that I could not use my phone, I would be able to get my refund. I am not going to pay for Virgin Mobiles technical and improper training issues.
After I was told that I could not get a refund, I asked to speak with a supervisor. I was put on hold for about 13 minutes. I was finally transferred to Ms. R who told me all she could do was give me 60 extra minutes to cover for my loss. I again stated that I will not pay for Virgin Mobiles mistakes, I do not want minutes, and I just want money credited into my account. I told her that that was not acceptable and I needed to speak with someone that could override that process. I also asked for corporate contact information, and I was told that they cannot give me that information. I asked Ms. R where she was located, and she stated that she was located in the Philippines. I asked would it be possible to speak with someone located in the US and she said I would have to call the 888 number back. I asked to be transferred to her supervisor.
Ms. R put me on hold for about 5 minute and Ms. Kat came on the line. I explained the whole situation to her and she stated that she could give me 100 minutes to cover my loss, and again I stated that I will not pay for Virgin Mobiles, technical errors, improper training, and misleading information. I do not want minutes; I want my money refunded to my account as I was told in the first place. I informed Ms. Kat that I am not giving up and I will continue to move up the line until I am given what is owed to me. She said she would transfer me to her supervisor and put me on hold. I was on hold for like 10 minutes then the phone hung up on me.
Needless to say my issue about the lost ringtone was never addressed, and my refund has not been give after three Virgin Mobile representatives informed me that I would have one. This is unacceptable. I have always spoken very highly if Virgin Mobile and have referred numerous people to the company for service. If I cannot get my money back, I am pretty sure that this is the last month I will use this service and I will let everyone I know to dont use this service.
I am still waiting for my refund