My fax cover letter to Virgin Mobile USA
UPDATE #3—I received permission to run the email I got from Virgin Mobile USA:
We apologize for the inconvenience the suspension of your son’s account has caused you. We came across your blog stating you were having trouble restoring your services after a suspension related to credit card charges. Your son’s account has been restored after the account was reviewed. Virgin Mobile attempts to protect all customers from the possibility of credit card fraud and we were concerned about the large amount that was being charged to your credit card each time it was used. Since Virgin Mobile is unable to verify a person’s identity visually, we protect our customers by suspending the service and requesting proof of identity. This way, if there is any fraudulent credit card activity, we can put a stop to it quickly. Again, we apologize for any troubles and inconvenience this has caused you or your son. Please feel free to contact me directly if you have any further questions or concerns.
UPDATE #2—I got back from lunch to find an email from Virgin Mobile USA. They had reviewed the account and restored Ben’s phone service—as a result of this blog post, not the fax I sent. The note was personal and courteous, but I still have some issues with the company’s policies, which I articulated in my reply. I’m waiting for permission to post the text of the email here.
UPDATE:—I sent this fax at about 10 p.m. last night to a 24x7 customer service center. 6:45 this morning, the account is still suspended.
I sent the following fax cover letter to Virgin Mobile USA after a seriously frustrating encounter with “customer service.” The message speaks for itself.
Per your request, I am faxing my driver???s license and the fronts and backs of both credit cards I have used to ???top off??? the account I established for my son.
The phone number on the account is xxx-xxx-xxxx
The access code is xxxxxxI am confounded about the need for this. Your web site invited me to use a credit card to top off the phone, and as a result ??? as near as I can understand from the convoluted explanations I received from your customer service represntatives ??? the account was suspended. Nowhere else in the universe of ecommerce is such nonsense inflicted on customers. At Amazon, eBay, you name it, I can use any of my credit cards without fear of account suspension. The very notion that I???ve had to go through this photocopying and faxing exercise in order to get you to take my money is the height of absurdity.
My son is in the U.S. Army, stuck at a mobilization base in preparation for a second tour in Iraq. His phone is his only link home, and he has that link only for the few weeks he???ll remain in this country. I expect his account to be reactivated immediately now that I have complied with your policies.
Please contact me immediately if there are any problems or issues.
Shel Holtz
Virgin Mobile USA. Where customers come last.
01/04/09 | 8 Comments | My fax cover letter to Virgin Mobile USA