Virgin Mobile USA / CVS

Virgin Mobile USA / CVS

Consumer Follow-up Message - May 22, 2005:

5/22/05 And the band played on!

I thought I seen it all but not so.

Not a phone call, not an e-mail, not 1 word from VM in over 3 weeks. Please note, thanks. Respectfully,

Richard

May 18, 2005:

Subject: Re: service questions/COMPLAINTS

Virgin Mobile,

I have been contacted by phone/e-mail from CVS. I have not been contacted by VM to put this phone card issue to bed. This started on 5/7/05 and is an ongoing saga. Please respond in kind, thank you. Sincerely,

Richard Cortigine -----Original Message-----

From: RICHARD

Sent: Sat, 14 May 2005 02:53:29 -0700

To: Email User, Email User

Cc: Email User

Subject: service questions/COMPLAINTS To All,

In early January 2005 I purchased two k-9 Virgin Mobile phones for my girl and I. The concept of this Virgin Mobile cell phone plan was to my likening especially in light of the fact I'm a 100% disabled Marine Corps Viet Nam veteran who needs a little simplicity at this time in my life instead of a burden. On 5/7/05 I purchased 2 thirty dollar top up cards for both phones from CVS in Philadelphia, Pa. The following is straight out of the Twilight Zone and goes as follows.

I toped up in her car immediately without incident.

Later my girl tried same and was rejected due to PIN number having been used already. This was the only number on the receipt. We spoke to the sales clerk and referred to the manager at CVS who stated this was Virgin Mobile's mistake and we have to talk with them. We contacted VM who stated the problem lies with CVS so we must go back again and have the CVS manager contact VM for guidance. Low and behold the CVS manager had gone home for the day and we can get a fresh start in the morning. Enter day two, back to CVS to talk to the manager who insisted we had to talk to VM who in turn said "talk to manager". Back into CVS for another round of debate. Oh we can't refund your money. Finally he speaks to VM and they go back and forth as to who swiped the same card twice on this end (CVS)and who did not issue two separate PIN numbers on the other end (VM).

VM nor CVS can't refund my $30 but I can make copies of both phone cards and receipts and fax them to the attention of VM headquarters. I now must find a place to copy and fax for a fee info requested by VM and we will be in touch. Having done same and waiting another day while my girls cell phone is down to a couple of dollars a message shows up on my cell to go back to CVS and have them scan the phone card that ends with number 87 and WALLA a new PIN number will be issued (NOT SO). Back again to CVS! The cashier clearly states that for 30 dollars plus tax she will swipe the card and has no knowledge of the problem and refuses to look at the instruction to settle this concern on my message from VM on my cell phone and further states SHE DOES NOT CARE. Back home to the drawing board we go.

I contact VM and speak to a supervisor who states go back to CVS and she will speak to the manager to rectify my concern. We still have to return to CVS to put this to rest? Lets look at the BIG picture: Hours of phone cons, considerable time wasted, lots of lip service, stress, wear and tear on her car and fuel wasted over a $30 phone card. Incompatance is not an option with big business nor any business for that matter. Pie, Gant, Bar charts, where we have been, where we are going, our mission are not worth a hill of beans if we can't accept responsibility for our short comings and stay focused more on our clients. This is RED TAPE at it's finest hour, thanks you all. Very Respectfully,

Richard Click this link to e-mail the message author: Email User

Comment On This

My phone that is only a few months old won't hold a charge. I contacted virgin. they sent out a new one in 1 day. Great I thought.

well the new phone is doing the same thing. 3 phone calls and 5 emails later, I'm still trying to get the 2nd phone replaced. No luck yet. email replies take way too long and are vague, asking me to call their help line which is nearly impossible to get a live advisor on the phone (a real person).

it's as if they are acting stupid about it or something. the guy on the phone said he would ship the new phone. so far it's not happened. In fact two persons said they would ship it.

meanwhile Im still with a phone that wont charge that I cant use. not good since it's mainly for emergencies if my car breaks down.

Comment On This

Virgin Mobile is THE worst phone company I have ever had the displeasure of coming across. I have had my daughter's phone with them for sometime and I will no longer use them...and I wish I could tell everyone I know not to use them. The customer service is the absolute worst!! Poor english and not at all helpful. I have spent almost 5, yes literally 5, hours on the phone with customer service to get my service restored and it is still off. I have been disconnected, lied to and given the run around until I can't stand it any longer!! I can't believe they are still in business operating like this. I have had no service for over a month, can't get it back on and can't get my money back. Their customer service is no service at all and are worthless!! I wouldn't recommend them to my own worst enemy!!! Stay away!!

Comment On This

Wow, I think the lesson learned here is never buy/refill/top-up TWO Virgin Mobile cards simultaneously at CVS. You should've done the two cards separately, thus two different PINs on two separate receipts.