Unhappy about XTRAS charges

by Hayley
(Florida, USA)

I got a minute pack and a text pack. My minute pack was $20.00 for 200 mins with rollover to the next month if I purchased a new minute pack before the month was over. My texting pack was $2.00 for 30 texts.

One night my phone said that I received a text but it could not come through due to a low cash balance. So I went to the Virgin Mobile website to look at my account activity. It was charging me $0.15 per text AS WELL AS using the texts that I had bought. I still had 4 texts left but the message could not come through? As well as the texts, the acount activty page showed -$0.15 everyday at about 12:20am for "XTRAS". I wouldn't even be using my phone then, I would be sleeping!

Nowhere could I find an explanation of what "XTRAS" were. When we called to find out what the extras were, they could not really explain, they just said it was a daily charge. I looked on my Mom's account and she has never been charged fees like mine. Even though they said that everyone gets charged that. I am an unhappy customer

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Nov 19, 2011
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XTRAS Mad
by: Flucas

Thank you for posting. I am having trouble with the XTRAS charging me in the middle of the night at random. When I called a month ago, the lady said my phone accessing the internet on it's own but she said she'd disable it. We'll, the charges have continued. I wrote a letter telling them to fix it but I am going shopping for a new pre-paid tomorrow. Any suggestions from the group is welcome.

Oct 04, 2011
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F'in Theives !!
by: Sammy Burn-VM-Burn

How does Virgin Mobile sustain good earnings? Steal $0.15 from everyone, everyday, until they don't have $0.15 left in their accounts.

I got this pay-as-you-go for my mother-in-law, and every once in a while she tells me that there are no more minutes left. Hmm, she never turns it on (nobody can reach her), but she uses it to call for a ride, or when she's stuck, about 1-5 mins per week. I check the online account, and VM's been stealing from me for I-don't-know-how-long. The bas'tages only let you see 60 days back. Reads like it a transcript from a federal fraud case to me.

Sep 28, 2011
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Thanks to KT
by: Anonymous

Thanks for putting in the comments how to turn that off. I just got the phone and haven't done anything to turn that on and had those. I've got it off now. Thanks.

Sep 25, 2011
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XTRAS
by: Anonymous

Have had a $9.99 "xtras" charge added to my bill and I don't know what for......I never subscribed to any service other than the basic plan I have. Now have to investigate to see what is going on. By reading these other posts I see I am not alone in this mysterious charge.

Sep 12, 2011
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Thanks for the update.
by: sb (admin)

FredP,

Great. Thanks for the update. Glad to hear it was resolved.

Regards.

Sep 12, 2011
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More form VM on $9.99 Charge
by: FredP

After first post I received folowing from VM.
The $9.99 charge on your account was made by a Third Party content provider that is in no way related to Virgin Mobile.These messages are sent with the customer's authorization from the provider to the handset to either receive information or content (ringtones, wallpapers, music reviews, etc),

Virgin Mobile allows customer to subscribe to Third Party extra services as part of our "You Rule" motto, which means that customers have total control of their accounts and they decide whether they get this kind of content from Virgin Mobile or from another company.

On all phones to unsubscribe from any Third Party subscription service, just text the keyword "STOP" to the content short code (85820) in a new Text Message.

We found that you were credited $9.99 back on 9/11/2011. We went ahead and submitted a ticket to block your phone from receiving further billing or notifications from this Short Code.


Sep 11, 2011
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My XTRAS Experience
by: FredP

I noticed (2) $9.99 XTRAS charges on Jul 21 and Aug 21. Can not see past July so do not know if there were more. I took KT's advice but the "Daily Access Subscription" check box was clear. Called VM and instructed rep to remove charges. Was told could only remove most recent (Aug) . Told rep to stop future XTRAS charges or I would have to canx VM service. Was assured XTRAS was stopped. Will have to monitor unless someone has other advice. Thanks

Jul 01, 2011
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thx
by: Anonymous

Thanks KT. VM told me to "manage my account" but didn't find that option. Your post helped me resolve my xtra charges!

Jun 19, 2011
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XTRAS charges
by: Ellcee

I also discovered a $0.15 charge to my account at 12:10 AM every day. I called VM immediately and was told it was the subscription service. I told them I never signed up for that, and the rep told me it was AUTOMATICALLY turned on when I downloaded a ring tone. WHAT??!! I've been with VM for almost a decade, and this was my first incident. The only reason I haven't cancelled my service is because I have a killer rate that isn't even offered anymore.

Jun 08, 2011
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got rid of Virgin Mobile
by: adda

I got VM as soon as they came to the US and was a very happy customer for about 4 years. Then I noticed charges for those Xtras for a couple of months last year. I called, they gave some vague explanations about browsing for ring tones (I never do) but eventually, reimbursed the charges. 3 months later, I checked again and found the same charges. When I called, I received the same vague explanations and I got the charges reimbursed. I tried to determine whether there was a way of avoiding them in the first place. I finally signed up for 5M web access a month for $4.99, I think. Guess what! The daily charges were right back. A few days ago, I gave then a piece of my mind and ordered a NET 10 phone. My son has had Net 10 for a while and likes it. So, for $25, I get 750 min/mo.

May 31, 2011
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Thank you!
by: Copper

Thanks to Hayley (is it? The OP.) and to KT for putting up the comment and the help! Took checking a two bit survey "scam" to make sure they weren't charging me to actually make me realize that I was getting hit with the XTRAS charges. Found the post and KT's solution. It's not much, but at 10 cents a day, that really adds up! Thanks a lot, you guys!

May 28, 2011
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xtras ??
by: Some Dude

They charged me 9.99 one week and the next week 9.99 again now i only got 2cents on my account WTF? what am i gettn charged for..damn bastards their just stealing money.

Apr 29, 2011
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Thanks.
by: sb (admin)

KT,

Thanks!

Regards.

Apr 29, 2011
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Disabling xtras charges
by: KT

FWIW I got the xtras charges stopped. I'm on a pre-paid pay-as-you go plan (that's not even offered anymore), and when I bought some pre-paid web service the 15 cents per day xtras charges started. These xtras apparently have nothing to do with the web service I bought -- everything still works fine since I stopped them.

A VM "email advisor" responded to my complaint with these instructions: log into my account on the VM website, select the "Settings & Preferences" tab, and then select the "Edit Service Settings" menu item. Uncheck the "Daily Access Subscription" checkbox.

The same "email advisor" also gave me some false information, telling me that I'd no longer be able to check my balance from my phone -- but I have ALWAYS been able to do that at no charge and still can. Disabling xtras only means I don't have access to downloading games/graphics/ringtones, etc. etc. - but I have never done that and have no interest in it.

Apr 02, 2011
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Just found plenty of BS charges on my account too
by: Rob

I'm adding them to the list here:

http://www.ripoffreport.com/Search/Virgin-Mobile-USA.aspx

Apr 01, 2011
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Virgin mobile xtra charge.....a royal rip off
by: julie

I just found a massive amount of XTRA charges on my account too, every few days and they give me the run around when calling in for an explanation. VM is history.

Anyone want to join forces and report them to the FCC or the media. I am thoroughly fed up with companies that rip us off and offer blubber for an explanation. It is tantamount to Stealing out money!!!

Mar 22, 2011
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XTRA CHARGES
by: Anonymous

Just noticed that i am being charged almost 20 cents per day for xtra charges and i turn my phone on about once every two months. Big business screwing us over again [snip].

Nov 19, 2010
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I was charged too
by: Roberto

I'm tired of this stupid $9.99 XTRAS charges. I'm leaving Virgin right now!

Oct 25, 2010
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$9.99 charges for "XTRAS"
by: Dissatisfied Former Virgin Mobile Customer

It also happened to me - $9.99 charges for XTRAS. It has been happening for the last four months. I use the phone to make one call per day, usually under two minutes long, then the phone is turned off again. The first time this happened, they said that they would block it from happening again and they had me shut of text messaging on my phone. It kept happening. Finally, I got tired of it when there were two of these $9.99 charges 10 days apart and when I called, they said that they couldn't do anything about them so I canceled my service.

Oct 12, 2010
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Makes No Sense!
by: Mad @ Virgin Mobile :(

They are doing the same thing to me. I had 1000 text messages set up online. I also had 20.00 balance. After one week, I have 878 text msgs and .07 balance. I hadn't even use the minutes yet. They don't make any sense charging me 9.99 for Xtras either. I didn't ask for Xtras.

Sep 23, 2010
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WTH!!!!!!
by: Anonymous

I just got charged $10 for XTRAS...WTH!!!

Aug 31, 2010
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200 min poof
by: Anonymous

In 10 days they said I had used up my minutes and then began charging me 30cents /min + another 35 cents/min. No way did I use my 200min. Also it would be great to speak with a person whose 1st language is English. She was having trouble explaining and I couldn't understand her! What a mess.

Aug 21, 2010
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15 cents evey day
by: Anonymous

I was charged 15 cents every day, too. They are saying it is for internet access, when I have no mobile web plan! Seems like stealing to me.

Jul 09, 2010
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Virgin Mobile Customer
by: Unhappy Virgin Mobile Customer

I have a messaging pack too, so why am I being charged $0.15 everyday

Jun 17, 2010
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xtras charge
by: Anonymous

the $10 xtra fee jut happened to me. If they cn't explain it (and remove it) themn it is just plain stealing.

Mar 10, 2010
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$9.99 XTRAS Charge
by: Anonymous

I got hit with that $9.99 XTRAS charge too. Don't like that at all. I will drop VM soon. They suck with these bullshit charges.

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