My mother recently ordered a ringtone she never received. I called Virgin on her behalf, and a person who didn't speak English well told her that he couldn't help her for four hours.
Four hours later, they credited the account. Six hours after that, she was again charged for a ringtone she's not received. We intend to fight this one as far as possible. There was no excuse not to help within 4 hours, as they helped themselves to her money within minutes.
I'm a former Virgin Mobile user and recommended them to her.
I now feel bad about it.