Virgin Mobile Customer Service Issues

I have already made a payment of $$ for my February/March bill, which I received a few weeks ago. I paid $ on Feb according to account # UCV. I'm experiencing double billing as I just received another bill today for Mar/, asking for $. I no longer want to receive email bills as it's confusing and resulting in overbilling. I had issues with billing after stopping my phone in Dec. and reactivating it in Jan., only to be charged $ incorrectly. I would like to receive paper bills by mail instead. Kindly address this matter and stop sending me email billing notifications. Thank you.

I have a damaged vocal cord, which affects my voice. Customer Service activated my phone, but the volume is not working properly. Unfortunately, during a call, they disconnected when I was about to receive my security code. Despite repeating my favorite city, Knoxville, several times, customer service claims it's wrong. They even said they would text me the security code but did not. Each time I call, they insist on the security code and my favorite city, disconnecting when I can't provide the correct answers. Now, my calls seem blocked, and I get a busy signal or a fax machine noise. As a new customer, I feel mistreated and stuck in a frustrating situation. I need assistance to get my security code and correct the city information they have wrong. I hope to resolve this promptly; otherwise, I may have to cancel the service. I am keen on keeping the phone and the service but need help to sort out these issues. Thank you for your prompt attention. - M. Stevens

Due to a large car payment, I am currently short on funds to pay my phone bill. I have arranged for $[redacted] to be deposited into my account today or tomorrow. Once I get paid on Sunday, I will be able to pay the remaining $[redacted] and any other balance due. My phone is essential as it is my primary form of communication, especially since I do not have a home phone. It would be incredibly helpful if arrangements could be made to reinstate my service on Monday. My sister, who is 13 years old, also relies on her cell phone for communication. Thank you.

I have been a customer with your company for over 30 years. I have $[redacted].00 in credit and I need a replacement cellphone to make and receive calls. Despite speaking to three customer representatives, they lacked knowledge of customer service. I was instructed to buy a new phone at stores like Target or Walmart. I am disappointed in the poor treatment received and expect a free replacement shipped to my home. My current phone does not hold a charge, making it impossible to use. I have tried contacting customer service to no avail and now request to speak to a live supervisor. Please call me at [redacted]. I suggest re-training for the agents I spoke to. As a loyal customer, I anticipate immediate assistance from a supervisor. Thank you, Elaine Kaufman, for your attention to this matter.

I am an American citizen residing in Germany for the next few years. I was a loyal Virgin Mobile customer in the USA. Since my U.S. service does not work here, I switched to a German provider. I am enrolled in the auto-payment plan using my Visa card. I wish to cancel my Virgin Mobile service to avoid unnecessary charges. The mobile number associated with my account is [redacted]. I am Michael S., and my current billing zip code is [redacted] (previously [redacted]). Attempting to cancel online was unsuccessful due to login issues. Thank you for your assistance with this matter.

I was a loyal Virgin Mobile customer since its inception but switched to MetroPCS for a smartphone. Initially, I struggled with using my Android device and visited the store frequently for help. Recently, having fallen on hard times, I have an Obama phone from Assurance Wireless. When I contacted Virgin Mobile regarding phone options, the service representative was disrespectful upon learning I was an Assurance Wireless customer. This treatment was disappointing as I expected the same level of service I received as a Virgin Mobile client. The association with Assurance Wireless made me question the quality. I hope my experience was an isolated incident. Thank you, Peggyann Wood.

I contacted customer service on June 31st and spoke with a representative regarding my dead battery. I had called earlier and followed the steps, but the representative was hard to understand. On June 31st, the representative, whom I could barely understand, was very rude to me. Despite repeating my address and name, she did not comprehend my information. When I requested to speak to her supervisor, she refused and yelled that she would not transfer me. She mentioned sending a replacement battery, but as of today, July 5th, I have not received it. I am experiencing multiple issues with my phone from Virgin Mobile. My name is Carol Deans, and my pin number is [redacted]. My secret question answer is "little one". I do not have a phone available for calls, so please contact me via email at [redacted] I am in urgent need of a phone due to recent surgery and emergencies. Carol Deans

I activated my account during an emergency, but I am facing issues. Despite receiving a number, I am unable to make calls as my account cannot be validated, leading to frustration. Since I don't have a phone to contact Virgin Mobile customer support, I am seeking guidance on validating my phone through internet means. How can I resolve this issue online?

My name is S. D. Lawrence. I can be reached at [redacted] or [redacted] I recently discovered an unauthorized Virgin Mobile account under my name with a balance of $[redacted].66 (account number [redacted]18). This account was opened without my knowledge and is causing credit issues. Despite numerous attempts, the automated system refuses to connect me to a live representative. I urge Virgin Mobile to address this matter promptly to avoid legal action. I have impeccable credit history and expect this issue to be resolved professionally. I appreciate your urgent attention to this matter. Thank you.

Hello, I am inquiring about activating and unlocking my iPhone 7 Plus that I purchased during a promotion in August [redacted]. I paid for it in full but have not yet activated it due to coverage concerns during hurricane Irene. I would like to activate it now and have it unlocked. My IMEI is 3[redacted] [redacted]. When attempting to activate online, I encountered an issue with the "find my iPhone" feature. I am unable to bypass the activation screens even though the phone has never been added to my account. Any assistance you can provide on this matter is greatly appreciated. Thank you, Robert S.

I have saved and archived my mother's voicemails on my old device. These voicemails were stored in a folder named "smvvm (archived)" and hold great sentimental value to me. I have spent the last three weeks tirelessly attempting to access and listen to these files. Initially, I was informed by one of your representatives that the files were corrupted, causing immense distress. Luckily, I have managed to locate all of the voicemails. I urgently require a knowledgeable technician to reach out to me via phone call or email. I am seeking assistance to transfer these voicemails to my new device, allowing me to access and listen to them whenever I wish. I have already successfully turned one of the voicemails into a ringtone. This matter is incredibly important to me. You can contact me at [redacted] or via email at [redacted] Thank you, Dana Valletta

I reported our Virgin phone malfunctioning months ago, but received no assistance. After canceling the account, Virgin Mobile continued billing our Capital One charge account. Despite numerous attempts to contact them, the charges persisted. Capital One reversed the charges and stopped the payments to Virgin Mobile. However, the bills kept coming. They claim they cannot close the account without the phone number, but we no longer have any Virgin Mobile phones. We have closed our Capital One Spark Business card due to this issue. We urge Virgin Mobile to close any accounts associated with us and cease billing immediately. Your prompt attention to this matter would be greatly appreciated. Thank you. Sylvia Moul

I purchased a pre-owned iPhone 7 from your site a few weeks ago. Everything was fine until I noticed that the microphone doesn't work when making calls, using FaceTime, or recording videos. Even though the phone is under warranty, I contacted customer service and was informed that I would have to wait 3 weeks for my claim to be processed, leaving me without a phone. Given my busy schedule with work and school, this extended wait time is not feasible. It's unfair to expect a customer, especially one with a good standing, to wait for a replacement due to a fault not caused by the customer. I request a fully functional iPhone 7 be sent to me promptly so I can return the defective one once the replacement is in hand.

I am experiencing issues with my cell phone service. I contacted customer support but was unable to resolve the problem. My credit card automatically updates my balance, and I have $[redacted] in my account. An error message states my phone is no longer valid, and I provided a six-digit PIN online but am asked for a four-digit PIN when calling, which I do not have. I supplied my credit card and cell phone numbers, but it was insufficient. I rely on this phone for emergencies, and today I had one but couldn't use it. Please assist in resolving this matter. Thank you for your help. - Walter W., [redacted]-[redacted]

Subject: Urgent Help Needed with Mobile Service Abroad Dear Sir or Madam, I seek urgent assistance as I am unable to utilize my mobile number 07[redacted]53 in Spain for calls and messages to the UK. This is crucial as I need to contact family of sick friends in the hospital and address urgent work matters through texts. I am encountering difficulties logging into my account as my email is not recognized. I kindly request the re-activation of my service for European use, a feature I have benefitted from in previous years. Presently, I can only make emergency calls, causing significant distress during our family holiday. My recent bill amounted to £10.20 on 2 July, and my monthly package fee is £9. I would greatly appreciate a swift resolution of this issue by tomorrow morning. Thank you for your prompt attention. Best regards, Seamus O'Neill

I had an issue with my automatic online payments. On 8/16/81, my bank alerted me of an "unsuccessful attempt of payment." Subsequently, I made a one-time payment of $24.52 over the phone. A Virgin Mobile agent advised me to clear the "automatic payment" status with my bank so they could reinstate the $20 charge each month. I followed the agent's instructions and contacted my bank to request authorization for automatic payments. However, my bank stated that it is Virgin Mobile's responsibility to re-establish the automatic payment system. Therefore, I am reaching out to Virgin Mobile to address this matter as I do not want interruptions in the automatic payment service for my account. Your prompt assistance would be greatly appreciated. Thank you.

I have been attempting to contact Virgin Mobile or Assurance Wireless to update my address. Unfortunately, I am unable to change it on my own. I need them to send the replacement phone to my new address, [redacted] Lakeside Ave, Cleveland, Ohio [redacted], as my old address, [redacted] Storer Ave, Cleveland, Ohio [redacted], is still registered and they might send it there mistakenly due to the bad battery issues with the old phone.

I made a payment for September on my account using the "one-time-only" method. I updated the card with a new expiration date of 6/[redacted] and a new CVS number. The VM website and my bank account show that the payment was debited from my account on 9/6. However, this morning I lost my service with a "card invalid" message on my phone. I believe the card I used is valid, so why has my service been interrupted? Please resolve this issue promptly by restoring my phone and cellular network service. Account: L. Berkery PIN: [redacted] Device: VM smartphone (ZTE - $34.99/month)

I recently went through a challenging time due to a natural disaster that destroyed my home and belongings including my iPhone 7 from Virgin Mobile. After seeking treatment, I am looking to restart my mobile service with Virgin Mobile but cannot afford a new phone. I am kindly requesting if there is a possibility of receiving a replacement phone to help me get back on track. I can verify my details and have included my updated email address and new mailing address. My name is Todd M. Wilson, date of birth 1/2/[redacted], and the last four digits of my SS number are [redacted]. Thank you for considering my request during this difficult time.

Hello, I have been trying to reach customer service since last Friday regarding my interrupted service due to a payment issue. I requested an extension of one week to settle the payment. After providing my phone number and pin as requested by a representative, I have yet to receive a follow-up. The service is crucial for accessing accounts with two-step verification, for work purposes, and most importantly for my sick, elderly mother who relies on me. Resorting to a pay phone to contact her is not sustainable, especially considering her recent health scare. I reached out to Richard Branson on Facebook out of desperation. As a loyal 10-year customer who rarely requests assistance, I kindly ask for your understanding and support in resolving this matter promptly. Thank you, Louis S.