Complaint / review text:
Both my husband and I have had pay-as-you-go plans with Virgin Mobile since 2005. We have recently discovered that we are being overcharged for nearly every call we make or receive on our phones. I have no idea how long this has been going on. I only discovered this one month ago when I checked my account balance immediately after having made an 18-minute phone call. According to Virgin Mobile, I had used 30 minutes. After that, my husband and I made a habit of checking our balances at least daily against the total minutes used on calls made or received that day, to make sure the minutes we used and the minutes VM claim we used added up.
As a result, we have discovered that we are both being overcharged every time we make or receive calls on our phones, except for a couple of times when a call is under one minute (and sometimes even then). Here are a few examples: I have been charged 4 minutes for 2 minutes of calls, 5 minutes for 3 minutes of calls, 7 minutes for 4 minutes of calls, and 13 minutes for 6 minutes of calls. I have spoken on three separate occasions with three different customer service representatives. Each of them apologized to me and said they would "open up an investigation."
The last time I spoke to one of their representatives, who identified herself as Jen, I asked for and got the name of her supervisor, Ionti but was told the supervisor was on another call at the moment and could not speak with me. I then told Jen to give Ionti the message that if the problem wasn't resolved within 5 days, I would call back to demand at least 500 bonus minutes each for my husband and myself as well as report their company to some consumer agencies. That was several days ago, and both my husband and I continue to be overcharged per call. I plan on following up with another attempt to contact a supervisor and demand more bonus minutes to at least in part make up for what has been, I suspect, the hundreds of minutes already stolen from us.