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Advertised vs Delivered
Billing Practices
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Exchange, Refund and Cancellation Policy
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1 comment

One example: They have a procedure where they can't order a replacement phone if you're calling from your current cell phone(in this case an older phone i had to use because my current virgin mobile cell had a hardware issue - internal), so they tell you to call back with another cell#. I told him i don't have any other cell # and will most likely have to look for a pay phone on the street.

She said there isn't any way around it. Okay so i walked to the street at night looking for a pay phone so i can follow their procedures. I call back, went through the whole automated process, spoke to a customer service rep then finally was transferred back to the ordering dept. GUESS WHAT?

THE DEPARTMENT WAS CLOSED! I WISHED SHE WOULD'VE TOLD ME THEY WERE GOING TO CLOSE IN 20 MINS. I told the lady i'll call back, i told the rep i was gonna walk to the pay phone, after knowing all this she still said okay. This in a nutshell is their customer service.

I've been without a replacement phone for almost 1 month because they (on their end) are having issues with delivery.

Virgin should clean house and trained their reps not to lie or give contradicting answers. Just disgusting service.

Product or Service Mentioned: Virgin Mobile Customer Care.

Reason of review: Poor customer service.

I liked: Monthly billing.

I didn't like: Customer service disgusting.

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This is normal. The process of transferring service from your existing phone to the replacement phone will disconnect your call with Customer Service, and the activation of the replacement phone will likely fail.

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