Virgin Mobile

Acct balance refund request denied

Whiz Kid

Acct balance refund request denied

as a long time customer, I was hoping to get a refund of my acct balance, after my mother passed away, she was the user of the phone, and I was keeping the balance topped up for her.

Has anyone else had this unique problem? I am posting the email conversation below:

Thank you for your condolences. I am disappointed in the fact that this cash balance cannot be refunded, as it was paid for with my credit card in one payment, and not a multitude of payments as stated. My account, phone number and I have been in good standing with virgin mobile for more than ten years, and to not simply refund a portion of my original payment is disheartening, considering the circumstances. It is merely fraction of the income Virgin Mobile takes in on an hourly basis. I’m sure this email will go unread, but it is very disappointing that the care of longtime customers is this poor.

Guy Thiets

On Mar 21, 2019, at 4:31 PM, "" <> wrote:

Hello Mr. Thiets,

On behalf of Virgin Mobile, I would like to express to you my deepest
condolences on your loss.

I would like to inform you that unfortunately, the cash balance cannot
be refunded. Keep in mind that the cash balance is the result of
accumulated payments made to Virgin Mobile, therefore, the cash balance
is not a credit, it is not a deposit, it is not redeemable for cash nor
it is not refundable. If you cancel the account, as explained, the cash
balance will not be refunded. Your understanding is appreciated.

If you need additional assistance, feel free to let us know how we can
assist you further or feel free to check "My Account" via for helpful tips to get your answers right away!


Cuauhtemoc B.
Virgin Mobile Customer eCare Team

Original Message Follows:
From: ***
Subject: Account Balance
Date: March 21, 2019 2:53:03 PM CDT

**** SEND MAIL ****
InputAccountPinNumber : *-*-*-*
Subject : Account Balance
Message : Hello,

I have a balance of $111.00 in my account that was being used by my
mother in another state. She passed away last week, and will no longer
be using the Virgin Mobile service. I would like to know if I can get
the balance in my account refunded to me and close my account. If you
need additional information from me I can gladly supply it for you.
Please let me know if this is possible. Thank you for your time.
AccountType : prepaid
03/21/2019 14:53:03


Re: Acct balance refund request denied

Hi, cameraguyguy. Thank you for bringing this to our attention. We are concerned about your message and we'd like to look into this for you.


Can you send us a private message with the phone number and pin code to verify the account?

Whiz Kid

Re: Acct balance refund request denied

Hello John,

Absolutely I can get that information to you. How do I send that info to you in a private message? Thank you for looking into this matter.

Re: Acct balance refund request denied

Hey there, @cameraguyguy! So we can further help you, please send us a private message by clicking to my username, after that you will see the option to send a private message. Thanks.