Virgin Mobile Canada

The chat specialist was excellent Drex. However, the phone representative that I spoke to this morning at 0903 from my phone number at XXX-XXX-XXXX hung up on me and told me I would be sent to collections right that second. This has made me as a customer lose confidence in Virgin Mobile as a company as no one wants their credit record ruined. It is only fair to follow best practices and policies when making such a terminal decision that impacts a clients reputation for seven years. It would be wise in the future to train and educate such employees to understand and implement best practice policies and protocols in regards to giving clients a fair warning prior to sending therm to collections. In addition, training your employees who provide customer service to be professional and empathetic towards their clients.
Sincerely,
Pamela

Virgin Mobile charged me $35 after I paid all fees to close my account a year ago. Virgin Mobile submitted this amount to the Credit Bureau despite the fact I closed my account and paid all remaining fees before switching to *** Mobile. As a result my credit has been negatively affected by Virgin Mobile's malicious actions in charging me without sending an invoice and even though I have stopped being a customer for over one year.
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! Virgin mobile called me and I have spoken to their helpdesk, after waiting 5 min to talk to Jenny from billing they hung up on me and I called back to talk to Bev who did the same. then I called back to talk to Justin and gave him my phone number and he never called back. then I spoke to Jules and finally Paul from billing who hung up on me.

All I wanted to know why I am being overcharged for data roaming as I have switched the plan recently with one of the agent explaining to me that based on my current usage this plan would be a better fit. Then I get charged 40 dollars over after first month of usage... really ? All I wanted was for Virgin to look at their statistics and explain to me why as I barely use my data - only 2 hrs a day on the bus to and from work.

Irrelevant of my issue their customer service is absolutely the worst I have talked to so far. They don't want to listen to the issue and try to resolve it in a logical way. If they proved to me that I was somehow magically using the data I would at least understand. Very uncooperative they said I have to pay as I need to know what I am using the cell phone for. So I have to rely on their discretion to get it right and have no treason to complain.

Please reach out to Virgin mobile and try to see why they really don't care about their customers .

I will not pay for the overcharge.

irena

I just want to say even if I do have a problem with virgin the second I call in they make things better. I didn't know I had only 2g on my data and went WAY over my bill, called in and they changed my plan and took my bill down for me. I had issues with my warranty before and because they sent me so many faulty phone's they gave me an AWESOME upgraded newer phone with no extra cost! The people are always nice, you get to choose your music and I recommend them constantly. FANTASTIC customer service always smiling when I'm done on the phone. Been with them for 8 years and counting. Thanks Virgin! Special thanks too Sherry your awesome!

After numerous phone calls within 8 months my problem still has not been resolved. I got a replacement phone and had returned it but I was charged for the device on my phone bill. I refused to pay for the device because I had contacted the third party and they had said they had received the device. I don't know how the back end works but it took them 6 months to reverse the charge on my bill. I had paid all my current monthly charges on time but it still showed how I had late payments on my credit report. I was getting harassed by almost 5 calls a day to collect the 400 dollars for the phone. I had to explain my story every time. I went to go apply for something at the bank and since my credit report shows I have late payments I was rejected. I called Virgin about 5 to 6 times to get a letter for them and no one was able to help me. Also 4 months back I told them they had to contact *** to get this rectified. I call back 3 weeks ago and they said it hadn't been done and they sent the letter today to ***. The customer service was terrible and this is almost every time because they seem to get nothing right. This is only a portion of the story I could go on forever but I think I have lost my patience with them. I have spent hours on the phone customer care and never nothing was resolved.
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