And that's another reason I will stick with Virgin Mobile!
Imagine, any other carrier, your $20/month would have been used up by some technicality in the TOS.
I made the mistake a couple of years ago switching to TMo when a friend bought me the BB World edition. When I tried to cancel my account, it took just shy of 6 hours and the threat of legal action to get a $128 refund. I have NEVER experienced bad customer service with VM, though I sometimes wish for a translator.
FYI- If you have a TMo account, and you are canceling it, DO NOT HANG UP UNTIL YOU ARE ABSOLUTELY CERTAIN THE PROCESS HAS FINISHED!!! I thought I had canceled my account, and was on hold waiting for the rep to say goodbye when I had to leave to take kids somewhere (couldn't wait, was on the phone for an hour trying to cancel). A month later, I get a bill for two months. After talking to 6 different reps over 3 additional hours, I finally found one who understood common sense. Seems their policy is to not cancel a plan if the call is disconnected during the procedure. They do not attempt to contact you in any way to let you know you didn't complete the cancelation, they just bill you. In my case, I canceled right at the end of a billing cycle, and then received a bill for two months on the next cycle, over a month later. I pointed out to the CS manager that there was no way for me to know they had not canceled my account as I had asked, since they never said I had to stay on the line, nor did they send me a bill till over a month later. He stated I would get my $140 back, but in the end I only got $128 back.
Virgin Mobile, no contracts, no hidden fees, no surprise bills months after you leave. I'll stick with VM!
Imagine, any other carrier, your $20/month would have been used up by some technicality in the TOS.
I made the mistake a couple of years ago switching to TMo when a friend bought me the BB World edition. When I tried to cancel my account, it took just shy of 6 hours and the threat of legal action to get a $128 refund. I have NEVER experienced bad customer service with VM, though I sometimes wish for a translator.
FYI- If you have a TMo account, and you are canceling it, DO NOT HANG UP UNTIL YOU ARE ABSOLUTELY CERTAIN THE PROCESS HAS FINISHED!!! I thought I had canceled my account, and was on hold waiting for the rep to say goodbye when I had to leave to take kids somewhere (couldn't wait, was on the phone for an hour trying to cancel). A month later, I get a bill for two months. After talking to 6 different reps over 3 additional hours, I finally found one who understood common sense. Seems their policy is to not cancel a plan if the call is disconnected during the procedure. They do not attempt to contact you in any way to let you know you didn't complete the cancelation, they just bill you. In my case, I canceled right at the end of a billing cycle, and then received a bill for two months on the next cycle, over a month later. I pointed out to the CS manager that there was no way for me to know they had not canceled my account as I had asked, since they never said I had to stay on the line, nor did they send me a bill till over a month later. He stated I would get my $140 back, but in the end I only got $128 back.
Virgin Mobile, no contracts, no hidden fees, no surprise bills months after you leave. I'll stick with VM!
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