Not sure how they got an A- rating . . . When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints. BBB processed a total of 3033 complaints about this company in the last 36 months, our standard reporting period. Of the total of 3033 complaints closed in 36 months, 1205 were closed in the last year. Business Contact and Profile Name:Virgin MobilePhone866) 794-8049Address:10 Independence Blvd Warren, NJ 07059-0705Website:www.virginmobileusa.comOriginal Business Start Date:January 2002Local Start Date:July 2002Principal:Rika Williams, Customer ServiceCustomer Contact:Rika Williams, Customer Service - (866) 794-8049Type of Business:Cellular Telephone Service & Supplies These complaints concerned : + 97regarding Issue Not Defined + 21regarding Advertising Issues 2- Advertised price not honored1- Advertised terms not honored1- Advertisement did not disclose all conditions required to take advantage of an offer2- Advertisement misrepresented a service15- None of the Above - Advertising Complaint Issue + 1081regarding Billing or Collection Issues 30- Failure to correct billing errors962- None of the Above - Credit, Billing or Collection Complaint Issue12- Unauthorized bank debits4- Unauthorized credit card charges + 67regarding Contract Issues 7- Failure to honor a contract or agreement2- Invalid or false contract56- None of the Above - Contract Complaint Issue2- Unauthorized changes to the contract or agreement + 40regarding Customer Service Issues 3- Failure to provide promised assistance or support for products or services4- Failure to respond to phone calls or written requests for assistance or support3- Inappropriate behavior by customer service personnel30- None of the Above - Customer Service Complaint Issue + 31regarding Delivery Issues 2- Late delivery of products13- Non-delivery of products16- None of the Above - Delivery Complaint Issue + 8regarding Guarantee or Warranty Issues 2- Failure to honor service under the terms of warranties6- None of the Above - Guarantee or Warranty Complaint Issue+ 219regarding Product Issues 40- Defective, damaged, or incorrect product received179- None of the Above - Product Quality Complaint Issue + 885regarding Refund or Exchange Issues 28- Failure to honor promised refunds, exchanges, or credit42- Failure to honor refund, exchange or credit policies815- None of the Above - Refund or Exchange Complaint Issue + 12regarding Repair Issues 2- Delayed completion of repair1- Improper or inferior repair9- None of the Above - Repair Complaint Issue + 29regarding Sales Practice Issues 21- None of the Above - Sales Complaint Issue1- Sales presentation did not disclose key conditions of the offer3- Sales presentation misrepresented the product4- Sales presentation misrepresented the service + 543regarding Service Issues 7- Delayed completion of service1- Failure to honor service estimate or agreement137- Improper or inferior service395- None of the Above - Service Complaint Issue1- Services resulted in additional damage (exp. Damaged product during shipping)2- Unauthorized service These complaints were closed as: + 2776Resolved 793 - Company resolved the complaint issues. The consumer acknowledged acceptance to BBB.1683 - Company addressed the complaint issues. The consumer failed to acknowledge acceptance to BBB.284 - Company resolved the complaint issues, but not within BBB's timeframe.7 - Company resolved the complaint issues, but not within BBB's timeframe. The Complainant acknowledged acceptance to BBB.1 - Company offered a partial (less than 100%) settlement which the consumer accepted.4 - Company offered a partial (less than 100%) settlement which the consumer failed to acknowledge acceptance to BBB.1 - Company resolved the complaint issues, but not within BBB's timeframe. The Complainant did not acknowledge acceptance to BBB.2 - Company offered a partial (less than 100%) settlement which the consumer accepted, but failed to follow through in a timely manner.1 - Complaint was resolved through BBB mediation, but the company delayed meeting the terms of the settlement agreement. + 255Administratively Closed 239 - BBB determined the company made a reasonable offer to resolve the issues, but the consumer did not accept the offer.14 - BBB determined that despite the company's reasonable effort to address complaint issues, the consumer remained dissatisfied.1 - BBB determined the company provided proper verification that indicated there was no obligation to resolve the issues of the complaint.1 - Company agreed to mediation in accordance with their BBB agreement, but the consumer declined. + 1Unpursuable 1 - Company has filed bankruptcy. + 1Unresolved 1 - Company failed to resolve the complaint issues through BBB voluntary and self-regulatory process.