I signed up for Virgin Mobile years ago & did the pay as you go for a long time, I did not have many problems. I switched to their "supertab" a year ago & my phone had to be fixed 4 times within 6 months - for the exact same problem. They claimed that after 2 repairs if they could not figure out what was wrong with the phone or how to fix it they would replace it with new or upgrade it...this is their policy. After the 4 time sending the phone in, getting a horrible loaner phone that didn't work 2 out of 4 times I asked about the policy to replace or upgrade. After talking to SEVERAL customer service reps - because no one really had ananswer as to why the phone had not been replaced - I was told it would NEVER be replaced or upgraded, I would just have to send it back every time the touch screen didn't work...It was still under warranty & the problem was not something I caused.
I continued to argue with more customer service reps about the repair, lack of repair & the overall service, eventually after giving them notice that I was taking my business somewhere else & I would be happy to pay triple the amount if I never had to deal with them & that I also wanted to speak to their 'Media Relations/Customer Relations' people (who they claim not to have) they were suddenly very nice, I had an upgraded phone, the remaining balance of my tab for the defective phone taken away & was willing to give them another shot.
It's been 2 weeks & I am now being told that I owe them double my monthly payment because I went over my min & used long distance - sounds fine - except I have 200min a month - always have - I used 150 & they are trying to charge me for the extra 50! I have my bill, I have my agreement, basically I have proof that I have 200min a month (for over a yr now I have never gone more than $10 over...not $30) the customer service rep did not help me, kept explaining the same thing over and over until I asked to talk to someone who could explain it better since his logic was not making sense to me...he REFUSED to let me talk to someone else, be transfered, or talk to his supervisor! Once I get this fixed, they have 30 days before I'm gone!
NEVER SIGN UP WITH VIRGIN MOBILE!!! ALWAYS go ANYWHRE else - it's worth it - even if it costs slightly more.