Complaint / review text:
I called Virgin Mobile to ask why my son's phone did not have any minutes on it when I added 200 minutes to it on 1/26/10 and he already had 870 minutes on it that should've been rolled over.instead, he has a $20 credit at 0.20 a minute per call. He also had 880 text messages that were also lost. I spoke to someone named Brian. I told him that when I went online to do this, I marked $20 for 200 minutes and it went through.
He told me he could see online that I added $20 to his account but did not pick a minute packet which was not true. I explained to him that I did choose the 200 minute pack and it stated that they would be added to his account. He then proceeded to tell me that I failed to call them to select the pack and I told him "no, that's not what I was told when I added 1000 minutes last month on 12/27/09 to his phone".
He then proceeded to apologize for the minutes that were lost "still to my error" and that he would see what he could do to help me since so many minutes were lost. He then came back to the phone and told me that he could help me out by giving me half of the 870 that were lost. I told him"no, if you can give me half of the minutes, why not all since it wasn't my fault?". He then proceeded to tell me that he was doing me a favor by giving me minutes that would never be able to be rolled over anyway. I asked him what he meant by that and he said that "you can never roll over that many minutes". I then told him that this is not what was told to me either nor is that what was advertised.
I then asked to speak with a manager and he told me that the manager was on another call and that they would tell me that same thing that he just told me. I said that I would be more than happy to wait because I had time. He then placed me on hold again. He came back about 5 minutes later to begin re-hashing the same conversation. Now, I have put him on speaker and my husband has now told him that we would like to speak to a manager or give us their corporate office phone number.
He then said that he did not know the number and later stated that he could not give it to us. We then asked what his supervisor's name was and for the corporate address. He told me that he could not provide either of those. So we asked were he was located and he told me in Miami and that he could give us his number.
His supervisor was never able to come to the phone after being on the phone with him for 30 minutes. He now has become as agitated with us as we are with him. So I told him that we are the customer and that they should do whatever it takes to take care of the customer because truly, they were not working with us and basically ripping us off. He then apologized and tried to convince me that the 435 minutes at 0.20 a minute came out to about $87 and that was more than the money we lost in our minutes from last month. If we didn't calm down the offer, would be off the table and to take it or leave it. My husband then said "no, we don't want it and that Virgin Mobile would be hearing from us" and hung up the phone!