Called Virgin mobile because my sons phone stopped working, emergency calls only…..Let me back up to the beginning when I purchased a pay as you go plan with unlimited text, 100 minutes of voice and “free” bbm. What they did not explain was that with bbm on the data browsing is enabled over the 3g. When we got our first bill and it was over the original agree to $25 I called Virgin mobile Customer Care and got into it with them regarding what I thought was a misrepresentation of the plan that I was sold. They agreed, reversed the charges and I asked to speak to a supervisor regarding this misrepresentation. We also agreed that until this could to straighted out they would disable the 3g access on the phone so that we would not get anymore unexpected charges. bbm will not work either, but that was not what I ought the plan for anyway, it was just a freebie, at least that’s what they want you to think.
I never received a call back from the supervisor.
That all happened back on January 27th. Fast forward to today (March 15th) when my son lets me know that his phone isn’t working. I call Virgin Mobile again and go through the long process of entering phone numbers and passwords ,waiting on hold and then verbal repeating the same once I finally get through. I explained the situation and was then told they would transfer me the the right department. “What is the right department” I ask. “this is Accounts Receivable, I will transfer you to customer care”. As it turns out, my credit limit of well over $200 was reached and they wanted a payment. So they transfer me to customer care and while on hold I am required to enter the cell number and password once again. After some god awful amount of time I reach a Customer Service rep, who asks for the cell number and password once again. I explain again, this time with a little more frustration in my voice.
This time I ask for the reps name and a ticket number… This seemed to be a confusing concept to the rep… “we don’t have a ticket number”… Why would they, that would allow them to track this issue!!!!! The rep agrees to enable the phone again and lets me know that they will create a ticket number when it goes to the billing department to dispute the charges and he asks me to hold while they create this ticket. I have already been on the phone for 45 minutes and ask them to call me back with the ticket number once it is created.
I get a call with a ticket number about 1/2 hour later…
At 7:30pm that night the phone stops working…. Here we go again.. called Virgin mobile, entered phone numbers, entered passwords, repeated those steps when I got through – transferred me to customer care because they sent me to billing again….What a joke……
This time I’m angry.. I repeat the story for the 4th time today… This time I am told, Billing will take between 3-5 days to get back to me. They will enable the phone again but only until 7am and if I need the phone I can call back in the morning…. I almost lost it………Poor guy on the phone got an earful. Told him I wont be calling and I expect a call back from them. I don’t expect a call based on what I have experienced so far.
Lets see where it goes from here…..