I have a severed vocal cord and am unable to speak above a whisper. Customer Service di...

GetHuman-keats's customer service issue with Virgin Mobile from April 2018

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The issue in GetHuman-keats's own words
complete my activation service, I was hung up on and could not receive any assistance for completion ... I have a severed vocal cord and am unable to speak above a whisper. Customer Service did activate my phone, however the volume does not work, even on high. But, the true problem is that Customer Service became so frustrated with my poor voice, they hung up on me just before he was about to give me my "security code number" . When I was asked for the back up question: "What is my favorite city?" I responded with "Knoxville" at least ten times, and then spelled it five more times. He even repeated it back to me. However, everytime I call, they ask for my "security code", which I was not given. Then, they ask for the back up...my favorite city. Although I know I said Knoxville, and he repeated the same, they tell me that is the "wrong" answer. One girl promised that she would text me my "security code on my new phone. She did NOT. So, as a result, every call begins and ends the same way. No Security Code and Wrong City. Therefore, we cannot help you in anyway. They then hang up on me. I've called so many times today, it appears they have now blocked my calls from even being answered. I only receive a "circuit busy" tone or what sounds like a "Fax" answering device. I'm a brand new customer and am being treated rudely and unfair. I realize my voice is a problem, but I can still be heard if they would stop trying to speak over me. Now, I'm in a sort of unknown limbo. I was never given a "security code number" and although "Knoxville" was given as my "favorite city"...which they say is wrong, I cannot find any assistance. Please, how am I suppose to get my security code which they demand, as well as change the City to one they can hear and understand? I'm stuck...and very frustrated. Although I just started service today, if you would that I cancel my service and return my Phone, I will be happy to accommodate you. The girl who is answering the Customer Service calls for the past few hours is the single rudest person I have ever dealt with. I prefer to keep the Phone as well as your Service. However, I have my limits to how much abuse I can accept. Kindly help me to resolve this matter ASAP or I will have little choice but to cancel my Service and return the Phone. Thank you in advance for your help, Morgan Stevens
I have a severed vocal cord and it is difficult for me to speak, especially when I am not given the chance to. A little compassion would be appreciated.
I understand your Security concerns. However, I was not given a "security code number" when I activated my phone. The gentleman I was speaking to became so frustrated with my poor quality voice, that he hung up on me before telling me the code. A fair resolve is to simply do what the one girl suggested, but did not follow up on, is to merely text that code to my new phone. Problem solved. Then, I'll have a way to actually request that they change my "favorite city" from "Knoxville" to any city that they can hear and understand. Otherwise, without one or the other, I will never get beyond: "What is your Security Code" or "Favorite City". Again...the "code" was never "City" was likely misunderstood or copied incorrectly. Either way, I need at least one of them in order to complete a conversation. So, Please help!
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Virgin Mobile

LG Stylo *
Customer service issue
Reported by GetHuman-keats
Apr 6th, 2018 - 2y ago
I have an issue with Virgin Mobile too
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GetHuman-keats started working on this issue
Apr 6th, 2018 1:59am
GetHuman-keats reviewed the items needed
Apr 6th, 2018 2:01am
GetHuman-keats confirmed the issue is fixed. Hooray!
Apr 7th, 2018 3:04am