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I don't know who I was speaking with on January 13th at 5:00 p.m. I called on December 23, 2017 and had usage charges on my sons new phone account that he did not knowingly make reversed on telephone # 705-923-**** (this is my sons first phone he is 13).

What they did was add 1gig of service for the month of Nov to Dec so i thought and gave a credit of $20.00 to offset the overage charge; however they also added a $30.00 charge for overuse as well so I was still charged $30 for overuse that was supposed to be reversed. Then they charged me an extra $20 for an extra gig as I went over my usage on tel #705-698-**** and they also accepted my request to have that charge reversed since the following month I was increasing my plan to 3gigs for an extra $20. Total credit on my account was $40 for both me and my sons overuse which I was satisfied with. Then I check my virgin account and my sons account was still charged a usage amount of $30 and was increased to include a 12gb plan for $130 which I did not request and a block charge was also put on for $2.00 which totally doesn't make sense at all because he wasn't supposed to have any data at all and a block was to be placed on his account.

My credit card was charged and I had to pay interest on the extra charge on my credit card. I called on Jan 13th and asked for the account to be corrected and requested that the entire month of charges for $130 be reversed plus the $30.00 extra overuse charge be reversed since VIrgin mobile tried rectifying his account by putting 1 gb on his account for the overuse and giving a credit for that in good faith but then never removed the $30 overuse charge. Both times I have called Virgin mobile I have been put on hold and transferred to loyalty having to explain over again what happened on the account. Considering my time spent trying to get my account fixed and trying to explain what happened which is very confusing and my anger towards the incompetence I do not feel Virgin Mobile values it's customers otherwise I would be credited the full $130 for the month that my sons account was charged and for the $30.00 overuse charge and the $2.00 block on his account when they added data.

Even if he used the cell service for that month I think it is fair compensation for the way I have been treated and the mistakes made on my account. I am asking this in compensation for my time and efforts spent with this company that is supposed to pride itself on loyalty to its customers. If Virgin Mobile values my business than a free month of service for my sons account should not be a problem considering Virgin Mobile customers in Canada are already paying too high of prices to have cell service in Canada. I will be shopping for a new carrier and will not continue with Virgin Mobile at the end of our contracts or before contract end in light of this treatment by your representatives unless I receive fair compensation in light of the errors made on my account.

Sincerely, Jennifer Shields I was told there would be a $75.00 credit applied to my sons account tel #705-923-****. I am requesting credit for the full month $130 plus the overage that should of been reversed for Nov to Dec for $30 and the $2.00 that was charged for the block on an account that they added 12 gb of data on in error.

Going forward I would like a soft block put on my sons tel # with no charge for the soft block I do not want a $2.00 full block charge. Going forward My account should consist of $70.00 for cell # 705-698-****, $70.00 for cell # 705-698-**** and $55.00 plus $11.00 insurance=$66.00 for cell #705-923-**** Total = $206 plus tax

Reason of review: incorrect phone charges.

Monetary Loss: $162.

Preferred solution: Full refund.

Virgin Mobile Canada Cons: Service resolution.

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