Virgin Mobile Employees & Dealers

[lillith]

haha i love paul too! and ernest is awesome, as is ashley and andrew. they're always awesome. they totally deserve a huge raise, especially since they're keeping their cool with the high call volumes of frustrated reps they' ve been dealing with lately lol

kudos to you guys

[Ataraxia13]

Haha I think Andrew hates me.

I once had a whole family at the kiosk, except for the husband who was the account holder. They wanted to add 2 phones to the account...and do a pre-post migration on the mom and dads old prepaid accounts.
The wife knew the pin number and everything for her husband's but Andrew wouldn't do it without talking to the husband.
So I got one of her sons to pretend to be the husband.
But Andrew was too smart and totaly tripped him up....and then reemed me out afterwards.

Probably shoudn't have dont that but I really did not want to lose the sale.
...I called back and got a different rep who didnt even ask to tak to the husband lol.

[xxHereIAmxx]

Haha I think Andrew hates me.

I once had a whole family at the kiosk, except for the husband who was the account holder. They wanted to add 2 phones to the account...and do a pre-post migration on the mom and dads old prepaid accounts.
The wife knew the pin number and everything for her husband's but Andrew wouldn't do it without talking to the husband.
So I got one of her sons to pretend to be the husband.
But Andrew was too smart and totaly tripped him up....and then reemed me out afterwards.

Probably shoudn't have dont that but I really did not want to lose the sale.
...I called back and got a different rep who didnt even ask to tak to the husband lol.

Haha I always get people to pretend to be the account holder. Whatever. Not my bill.

[vmscottonwood]

Ya lol anyonenotice how if you call prepaid support those reps are kinda retarded? You have to pretend your the customer. If you say you work in a store and then tell them the custoemrs name they still talk to you as if your the customer and like step by step tell you programing codes its soo anoying!

[Zedemer]

If you have the patience ask to talk to a supervisor. I know for a fact that they are not required to talk to the account holder once you have all the info. Another rep told me that, and he had experience in CS. But the newbies are afraid for their jobs I suppose.

Anyway, tell them you want to talk to a supervisor and it should be okay from there on.

[insanity_plea]

Half the crap in the last few posts breaks laws. To add phones to an account the account holder must be present with photo I.D. You are adding another contract to their existing account. The person who holds the original contract must be present. Lying to C.S. pretending to be the account holder is fraud and you should all be charged. If you're not verifying the account holder at store level that's fraud. I hope all the lying and deceit comes back to bite you all in the butt.

[Logicknot]

Ya photo ID is required and an account holder. Even if they are just buying a replacement phone I request ID.

Fraud is a big issue and should not be taken lightly. I'm surprised Andrew didn't tell his supervisor and the police didn't show up at your store.

Don't be a toe-head we request ID to do changes for our customers security! How do you know that the wife wasn't devoiced from her husband and was trying to screw him over a bit?

Always request ID if you are doing any changes to the account.

[vmsCrew]

FYI we have howard forums unlocked on our computers because Virgin unlocked it for us, RM's and people on the higher end of the scale are clearly checking this forum all the time. The ppl that are talking about committing fraud should be careful cause you are putting yourselves on the line to possibly lose your jobs.

[insanity_plea]

How do you know that the wife wasn't devorced from her husband and was trying to screw him over a bit?

Exactly!!! I have an account with a phone for my daughter. Do I now need to worry that some bone head Virgin staff only worried about his/her wallet is going to allow my ex-wife to add phones just because she knows the PIN? I really can't believe what some of you are capable of. Then, you come on an OPEN forum and admit to breaking the law. Not very bright.

[Ataraxia13]

Ya photo ID is required and an account holder. Even if they are just buying a replacement phone I request ID.

Fraud is a big issue and should not be taken lightly. I'm surprised Andrew didn't tell his supervisor and the police didn't show up at your store.

Don't be a toe-head we request ID to do changes for our customers security! How do you know that the wife wasn't devoiced from her husband and was trying to screw him over a bit?

Always request ID if you are doing any changes to the account.

To clarify my post.... The post-paid account was in the wife's name. The prepaid accounts were in the wife and husbands name respectively. I would never add a phone to an account without checking the account holders ID.

That is all.

[vmscottonwood]

Half the crap in the last few posts breaks laws. To add phones to an account the account holder must be present with photo I.D. You are adding another contract to their existing account. The person who holds the original contract must be present. Lying to C.S. pretending to be the account holder is fraud and you should all be charged. If you're not verifying the account holder at store level that's fraud. I hope all the lying and deceit comes back to bite you all in the butt.

Its not like were going home and calling customer service pretending to be a customer. the customer is standing beside us and you state you work for virgin and they don't understand it so you act liek the customer. That is deffineatly in no way fraud.

[xxHereIAmxx]

Ok hold on here, I don't think anyone here is saying they are adding new lines under accounts without account holder permission. Yes, that's fraud, and we've all worked here long enough to know not to do that. But stuff like making payments on an account shouldn't require account holder permission. For example, a lady came in last week and wanted to surprise her son and pay his bill for him while he's at university. The account is in his name. Who are we to deny this, even if she's not his mom lol like who would complain about someone paying off their bill. As long as the credit card is actually being used by the person who owns the credit card then why not? If that gets me fired then I would be more than surprised.

[Daer]

Eff this new system. Did a credit check and I had to call customer service. They had to run a manual credit check for some reason. And I got asked twice if I looked at id. Yeah I did. It was valid. I did the check and handed it back. Why to we have to call CS for EVERYTHING now?

[vmsCrew]

It's also just as easy to tell them to do it on their own time because we respect people's accounts.

[xxHereIAmxx]

Lol a lady just came that wanted an iPhone and she was talking about how she was waiting for Virgin to get the iPhone forever and she's so excited, held off on signing a new contract etc. Anyway, I ask her if she would like white or black and she said "I want the red one". And I said "sorry, the iPhone doesn't come in red". And she wanted to know when we would get it in stock and I told her Apple doesn't make a red one. Well now she's pissed saying Virgin needs to get their act together and stuff and I assured her that Apple doesn't make a red iPhone. So she told me she's going to Telus to get a red iPhone. I told her to come and show it to me on her way out of the mall lol. Let's see how this plays out.