GetHuman-reinfall's customer service issue with Virgin Mobile from October 2018

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The issue in GetHuman-reinfall's own words
I have been a Virgin Mobile USA customer for basic cell phone service since *****My basic phone was stolen August **, ****. I asked to buy a new basic phone (Alcatel Go Flip) available from virginmobileusa.com*A rep. named Maria recommended I buy the Alcatel Go Flip and monthly basic service. The phone was out of stock. Four reps including supervisor Janice said I did not qualify for the Alcate... ... I REQUEST A NEW ALCATEL GO FLIP PHONE FROM VIRGIN MOBILE STOCK COST: $**.**.*I REQUEST CONTINUATION OF MY VIRGIN MOBILE BASIC SERVICE SINCE ****, FOR $** EVERY ** DAYS *I REQUEST APPLICATION OF MY $***.** SURPLUS BALANCE FOR THE NEW PHONE AND THE CONTINUING SERVICE**I HAVE BEEN TRYING IN VAIN TO OBTAIN THE ABOVE SINCE SEPTEMBER *, ****.***. I request that my "acquired rights" are honored for Virgin Mobile cell phone service, paying $*.** per month. I bought basic Kyocera cell phone from Virgin mobile usa in ****. *. My service cost $** every ** days. *.Phone was stolen August **, ****. *. Bought Kyocera K* from other source. *.Virgin refused to activate it. *. Virgin rep. Maria recommends Alcatel Go Flip and pay $** per month. *. Alcatel out of stock at Virgin. *. I buy Alcatrel from Boost. *. Virgin Customer service refused to activate it. **. October **, ****, I order LD Dynsasty from Virgin. **. Virgin cancels my purchase on October **. **** **. After several calls * speaking to supervisor Janice my order is renewed. **, I get call from Virgin that the LG Dynasty is discontinued and I have to buy a more expensive phone. **. My Virgin Mobile account has a surplus balance of $***.**. ** The Alcatel Ge Flip phone is NOW available at Virgin online. ***. I request this phone. **. Request being "grandfathered" for my old service ($** every ** days). **. I request that the phone and phone service is deducted from my surplus account balance ($***.**)** REQUESTS:
*. Different reps had different offers, each worse than the one before. **. I bought a basic Kyocera K* phone to replace my stolen one.**. Virgin Mobile could not activate it. **. Virgin rep. Maria recommends I buy an Alcatel Go Flip phone and pay $** per month for service**. The Alcatel Go Flip is out of stock for weeks**. I buy an Alcatel go Flip from boost, it has a Sprint SIM card, same as Virgin Mobile phones**. Virgin mobile REFUSES to activate the phone from boost**. I am told by rep Raul that I don't qualify for an Alcatel Go Flip phone**. On October **, **** I order an LG Dynasty iPhone for $**.*****. On October **, ****, I received * emails, that my order and service were cancelled.***.. On October ** , **** I emailed that I had NOT cancelled my order. One rep Julio, and supervisor Janice (in Mexico) said they did not know why my order was cancelled. ***. Janice re-instated my order. After that--***. October **, ****, I received a call from Julio saying that the phone I ordered was out of stock, that's why they cancelled the order.*I researched the headquarters of Virgin Mobile. Dow Draper is CEO.
*. Use my surplus balance of $***.** to sell me an Alcatel Go Flip phone.**. Continue my basic phone service at $**.**, every ** days**. Deduct their Virgin Mobile phone service from my $***.** balance until it runs out.
I have been a customer since ****
The Alcatel Go Flip phone was back in stock. I put in a credit card order for the phone without any problems. I sent email to ourteam@virginmobileusa with my requests and asked for asap action. I am ready to send a letter to Dow Draper with a detailed report of my case.
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Virgin Mobile

Virgin Mobile USA, * different customer service reps., each response incompatible with the other *.
Customer service issue
Reported by GetHuman-reinfall
Oct 15th, 2018 - 3 years ago
Seen by 6 customers so far
Similar issue to 1857 others
0 customers following this
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GetHuman-reinfall started working on this issue
Oct 15th, 2018 4:03am
GetHuman-reinfall indicated the issue is not fixed yet.
Oct 16th, 2018 3:59pm
GetHuman-reinfall indicated the issue is not fixed yet.
Oct 16th, 2018 4:49pm
GetHuman-reinfall indicated the issue is not fixed yet.
Oct 16th, 2018 4:51pm