Public Mediation

Vesta Virgin Mobile-Dispute-#1061394

K. D. vs. Virgin Mobile Usa Inc
10 Independence Blvd Ste 200, Warren, New Jersey, 07059-2730, United States
Amount Involved: $150.84
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Statement of Claim
Complaints Involved (2) - View
Claimant says:
"I had a prepaid phone in 2011. It has been deactivated since 2011. Virgin Mobile has resumed taking money out of my account for that prepaid phone starting in April 2013. They can see in their system that the phone has been deactivated since 2011 and has not been reactivated but will not refund me the 4 months worth of payments because I cannot remember the security pin created for that phone service in 2011. I told them there is no way I could remember a pin from 2011 and would have no reason to retain that since I deactivated the phone and have not used it since. Their answer is that's a shame and they will not refund me the money even though they can clearly see in the system that they obtained funds from my account for service that was not provided and for a phone that is not in use with a SIM card that has expired. They have stole money from me and refuse to give it back because I cannot remember information from 2011. I simply want the funds back which total $150.84 which was taken without authorization. I would think that if I deactivated the phone in 2011, they would need to retain authorization again in April of this year in order to start charging me again which did not happen. I do not understand how a company can take funds for a service that was not provided and be allowed to keep those funds simply because cannot remember my pin from almost 2 years ago. I asked to speak with headquarters and the answer to that is they the representatives do not have a number to headquarters. How does a company as big as Virgin Mobile not have a phone number for headquarters available to their representatives? I made contact on June 2, 2013 regarding the fact that funds had been taken out of my account for a service that I did not receive. The representative told me they would report the dispute to the finance department and there would not be another deduction from my account but there was funds still taken out of my account on July 1, 2013. I have spoken with managers, supervisors, and representative 9 times at this point and there is still no resolution. Virgin mobile representatives, the resolution team, and the finance department have all acknowledged on the phone that funds were wrongly removed from my account for a service that does not exist but cannot refund me the money because I cannot remember a pin. Isn't that stealing? The last I checked, theft is illegal which is exactly what has happened."
...
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What Claimant Wants Hide
1. Refund: Unauthorized Charges Jul 19, 2013 $150.84
2. Other – Copy claim to regulators Jul 19, 2013 $14.99
3. Other – Pay for claim posting cost Jul 19, 2013 $7.99
Just make me happy!
Claimant invites Virgin Mobile USA Inc to make a fair offer to resolve this complaint.
Cash total : $173.82
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Respondent's Counteroffer

There has been no response to this claim from Virgin Mobile USA Inc. This claim will remain posted until resolved
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