Pros: none
Cons: no real customer service.
Summary: I'd give them zero stars if I could.
Customer service is the worst I have ever encountered just shockingly bad. If you ever get to speak to a real person they are rude, unhelpful and 80% of the time your call will be dropped if they put you on hold.
I wish I had read these reviews first because when I changed my plan online I had no idea I would loose my minutes. I called the customer service number and after 15 minutes of listening to their rather condescending robot automated service managed to get through to a real person. Its not easy because there is a tree of questions that you have to answer correctly before 'Simone' will even consider letting you speak to a real person and very limited options. When I finally got through to a real person she told me she could change it back but I would not be able to use my phone for 72 hours (?), fine just switch it back. She put me on hold and then the call was dropped. Another infuriating 30 minutes trying to find a real person to talk to I got through to someone, I made sure he did not put me on hold so I would not get dropped, he told me he could refund what I had paid but had no way of getting my minutes back. I asked then if I could cancel my service and get my $75 balance returned to me and he said no. I asked to speak to his supervisor. The supervisor was the coldest and most snide person that I actually had to question that he was a real customer service rep. He confirmed that if I cancelled my service I would loose my balance and of course I could not get my minutes back. As soon as Ive used up my balance I will get rid of Virgin.
I had a problem before where the web site told me my transaction had not gone through and to call a customer representative. I ended up being charged 3 times for the transaction that supposedly had 'not gone through'. When I called and got through to a person my call was dropped twice and then I got through to a lady in Sri Lanka who knew nothing about what was going on and was not able to understand me. It took me 3 hours over 3 days to resolve this issue. I really wish I had given up Virgin then.
