This fall I switched my son to an unlimited talk and text plan, he mostly texts so this seemed like a great idea. I had left an auto-top up of $15 on my account to ensure I could always reach him. Trouble is the unlimited text did not kick in and I noted that I had been charged approximately $150 for texting as everytime he hit 100 messages I was getting billed $15. I called and spoke to customer disservice who applied some credits to my account and said accounting would be in touch. They never were. The auto top up continued, and on Jan.2nd I called and removed the auto-top up, again told tech service and accounting would be in touch within 2 to 3 business days. This is an outright lie. The phone keeps dying as the unlimited part of the text plan is still not working, they apply a $5 or $10 credit and then do nothing. I called in again the last week of january and spoke for 20 or 30 minutes with someone who promised to escalate my concern, he added $10 to the account and did not even record notes about our call. this was confirmed today when again I spoke to their customer disservice. I was issued a case number and told someone will call me within 24 hours. time will tell, but I'm starting this post to document how customer service reacts at Virgin Mobile. I bought a prepaid phone for my son about 4 years ago, I used to love Virgin Mobile, I would call customer support and they would react flawlessly.

Now it seems customer disservice has been moved to the Phillipines, you cannot talk to anyone in Canada to fix accounting issues etc. Bell / Virgin Mobile Canada has no commitment to customer loyalty or fixing an issue as proven by my case. Rogers serves my business, and serves it well...looks like I'll have to move my son's number over to Rogers. I don't like rewarding bad behaviour. Stay tuned for non-action on VM's part!

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