The one good thing I can say about Virgin Mobile is the service itself (good signal and connection) is excellent in most urban areas, and very affordable.
Their customer service and accounting, however, is atrocious. It's hard to tell how much is incompetence and how much is sheer corruption, but there is definitely a lot of both going on.
Typically, rollover minutes would mysteriously vanish from my account, leaving me unable to place outgoing calls when I need to.
Online account records are sparse and inconsistent, the numbers do not add up, and their internal accounting records don't go far enough to account for lost minutes.
You call customer service and are immediately confronted with the most obnoxious voice-mail system known to humanity. A system that is designed to ignore your responses and avoid contact with live advisors at all cost. And disconnect you.
After the typical 3-4 calls and 20 minutes of yelling at dysfunctional voice-mail, lucky customers get through to a live advisor, who in turn talks in circles, lies, and dispenses incorrect information and faulty advice. If you ask to talk with a supervisor, the supervisors are never present or available, you're stuck with the incompetent, dishonest, unsupervised customer service ***.
The customer service-*** initiates an "investigation ticket" to find out what happened to my rollover minutes, and I never get the followup call.
After a month, I place my own followup call, go through another 15-20 minutes of dysfunctional voice-jail and robo-hangups. I get another customer service ***. Have to explain everything over again. Twice. The "investigation" investigated something entirely unrelated to problem and yielded no results. Back to square one.
They gave me another answer that answered nothing. Then they gave me another customer service number for specialist. A number that turned out to be fake.
So I have to place ANOTHER call, another 15-20 minutes if dysfunctional voice-mail complete with robo-hangups. Another 10 minutes explaining the situation a third time, and customer service *** #3 tried to tell me I had to pay a fee for them to check their records. When I said that was unacceptable, they assigned a new investigation. Thanks to their delays and lack of notice, it is now 8 months since they lost those rollover minutes. I have no confidence in followup.
They DID comp me 50 minutes, which is probably enough to cover the lost rollover time, but it didn't fix the problem, and took me over 2 hours phone time arguing with them to get that 50 minutes back.
In an unrelated incident, another customer service *** gave bad info about custom ringtones that resulted in unauthorized charges to my account, and when I found out about these charges, Virgin would do NOTHING to correct account or reverse charges.
Product or Service Mentioned: Virgin Mobile Phone Service.