Complaint / review text:
I have a prepaid phone with Virgin Mobile. Since April '08 i signed up for there $24.99 voice plan and & $10 unlimted text/pic messaging plan. The charges and taxes automatically get charged to my credit card on the 20th of the month. For the month of April cycle I didn't have any issues, however on May 20th I was charged for the next cycle. I was charged the $24.99 $10 taxes which was fine. The problem was that on May 20th I started getting charged for every text message sent and received even though I had the unlimited text messaging plan.
My account has a feature that automatically "Top-Ups", for $20 when the cash balance gets low. The cash balance is for things like ring tones, web browsing or text messages if you don't have a text messaging plan. Well in a matter of 5 days, my credit card was charged 4 times for the $20 top-up amount taxes. The text messaging feature is used extensibly so that's why I sign up for the unlimited text messaging plan. On May 28th I was checking my credit card account online and saw those four charges, I then checked my Virgin Mobile account and sure enough they showed the $20 charges taxes. Also on my account it showed that every text message was getting charged $. 10 each, even though on May 20th I was charged the $10 for the unlimited text messaging plan.
I immideiatly contacted there customer service line and spoke a rep named Eliza and said that all she could do was to credit 1 $20 charge and that I would need to call back on june 20th, 2008 to setup the unlimted text plan again. I told her that was not acceptable, that how can I get charged for a service that I'm not getting and getting panalized by getting charged for every text message even though I'm supposed to have unlimited text messagaing. She said there was some kind of error on their side but that there was noting else she could do.
After her I spoke to another rep named Claudio who also acknowledged that there was an error but he couldn't credit my credit card back for those unathorized charges and that he would send the info to the billing dept and have them call me within 72 hrs. Well its been four days now and still have not heard from them. I called my credit card company, the rep told I would have to wait four days before they could investigate. I feel Virgin Mobile is reaping people off by charging for a service plan that you cant use and also by charging for a service that's supposed to be covered under the service plan that you signed up for and got charged for.