Sumit S.

Dear Virgin Mobile,

I am writing to express my extreme dissatisfaction and frustration regarding the abysmal experience I have encountered while attempting to redeem the promised $200 hardware accessories credit that was offered to me upon purchasing an iPhone 13 through your company. The level of incompetence and disregard for customer satisfaction displayed by your representatives has left me utterly dismayed.

I am upset by the fact that I have been trying to resolve this matter for two weeks, only to be met with sheer incompetence and disregard for my concerns. It is beyond comprehension that a company of your stature could mishandle such a simple transaction.

Upon purchasing the iPhone 13 and being assured of the credit by a sales representative over the phone, I expected a seamless transaction. However, my expectations were quickly shattered when I visited a Virgin Plus store to utilize the credit, only to be informed that it could only be redeemed online. Yet, my attempts to redeem the credit online have proven unsuccessful due to a system error that prevents its application.

What followed was an excruciating ordeal that involved contacting your customer service four times, a total of four hours wasted on August 31,2023. Throughout these calls, I was transferred between departments, seemingly at random, from customer service to loyalty to sales and back to customer service again. The incompetence of your representatives is completely evident in their inability to differentiate between a Service Agreement credit and a Hardware Accessories credit.

I was subjected to an array of absurd explanations and excuses that can only be described as idiotic. One supervisor, who I managed to record, ridiculously claimed that the cable charger packaged with my iPhone was equivalent to the $200 hardware accessories credit. Another supervisor attempted to pass the buck to the Sales department, while a sales representative deflected responsibility back to customer service. The circular and irrational runaround I received was truly infuriating.

Now, to add insult to injury, I have been informed that the credit has supposedly expired. This revelation comes after two weeks of struggling to resolve this issue, further highlighting the sheer incompetence of your company's handling of the matter.

Not only did your representatives fail to provide a resolution, but their dismissive attitude and refusal to connect me with higher authorities showcased a transparent disregard for customer satisfaction. I requested to escalate the matter and was met with outright refusal.

This entire experience has been nothing short of nightmare. The lack of accountability, the incompetence of your representatives, and the complete absence of a resolution have left me with no choice but to reconsider my association with Virgin Mobile. If this communication reaches someone within your resolution team who values customer satisfaction, I implore you to contact me immediately at *******452. Failure to do so will lead me to one conclusion: that Virgin Mobile does not prioritize its customers' well-being and satisfaction.

Sincerely,

Sumit Sharma