To: Virgin Mobile Customers and Management

Enthusiast

To: Virgin Mobile Customers and Management

Here is my story: I bought a phone in June lured by the Inner Circle promotions -- specifically the free RT companion ticket to the UK on Virgin Atlantic. Following all protocols and terms sent via email, I called to make my reservation with Virgin Atlantic with my personal promo code. Virgin Atlantic had no knowledge of my promo code. Since September 20, 2017 I have attempted to find a resolution to this problem. Inner Circle "Customer Care" at first denied a problem, then promised that my promo code would be active on October 20, 2017. It was not.
Over the last three (3) months I have endeavored to have Virgin Mobile rectify this problem. I am repeatedly told, "On this one, don't worry, we will escalate this."
I have called weekly, if not daily, and have spent over 70-80 hours of my time on the phone with Virgin Mobile attempting to have them honor their commitment to me. "Customer Care" supervisors Michael Perez and Justin Alegre have a record of these transactions and do not dispute my claim, yet I am told that they are waiting for "a specialist" to approve a resolution.
I have been offered nothing save a series of broken promises.
THREE months later, I await a resolution.

 
6 REPLIES 6
Virgin Mobile Alumni
Virgin Mobile Alumni

Re: To: Virgin Mobile Customers and Management

We do apologize for the frustration you've run into.  As we understand it, you are looking to book a flight that was outside of the available dates, September 30, 2017 to March 24, 2018, as noted in the terms and condiotions for the Virgin Atlantic offer.  We, nor Virgin Atlantic would be able to honor the companion ticket offer for flights outside of those dates.

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Enthusiast

Re: To: Virgin Mobile Customers and Management

Not correct.  Obviously you have not reviewed my "Customer Care" files of the last three months.  If you read my post carefully you would see that "Customer Care" supervisors do not dispute my claim.  Apparently "upper management" has chosen to dishonor their commitment to customers while disregarding my case and ignoring me.

 
Enthusiast

Re: To: Virgin Mobile Customers and Management

No response three weeks later.

Heavy Hitter

Re: To: Virgin Mobile Customers and Management

I switched to Virgin after being promised the $1 a month service for 6 months. All I had to do was port my number. Easy enough, except Virgin was unable to port it over after repeated tries and now completely ignores me while charging me full price each month. This company is terrible. Leave while you can.
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Rising Star

Re: To: Virgin Mobile Customers and Management

As an Android user, trust me I feel your pain.  We are the forgotten few who helped build this comapny.

Enthusiast

Re: To: Virgin Mobile Customers and Management

You should post your experience with this company on Reddit. I'll even help you because this conpany is a joke. Customer service is mind blowing **bleep**ty.