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I purchased a Virgin Mobile Galaxy 5s cellphone new on ebay because the Virgin Mobile was unable to sell me a Galaxy 5s. I called and set the phone up with Virgin Mobile and there was no indication by Virgin Mobile that there was anything wrong with the MEID; it was free and clear. Which is the directions given on the Virgin Mobile site. About 2 weeks (9/10/15) later the phone, phone number and my accounts were frozen by Virgin Mobile with out any contact by from them indicating there was a problem and a $546.96 charge applied to my account. I called customer support and they said I ordered the phone and reported it lost/stolen. I did not and there were no charges to any of my bank or credit accounts. I asked for a supervisor and then a manager. What was determined is that the person who originally ordered the phone for them reported it lost stolen (I assume in the last day or so) and received their money back. They then alerted the fraud department and shut off my phone. Without contacting me in any way. They told me I needed to email (which has no phone number) about the issue and I did. Then I contacted Ebay and the seller. The seller reports this happening to every phone in a lot that he purchased and is willing to give my money back when the phone is returned. However, I cannot return the phone because Virgin Mobile has a charge for it on my account. Ebay is more than willing to solve this and return my money as soon as I get them a statement from Virgin Mobile Fraud department that it was stolen. Then Ebay will start an investigation on their side of things into the theft. I called back Virgin Mobile several times yesterday. The first time I was told the manager was elevating my claim and she or Fraud would get back to me within a half an hour. I waited an hour and called back to be told that they would make sure the fraud department was aware and would call me back before the end of the business day. So I sat by my home phone (Thank God we got one for the kids) missing meetings and having friends take my kids to after school activities waiting for a call that never came. Just before 8pm I called customer service back and eventually got to a manager who was straight with me and said the Fraud Department was never going to get back to me that day and on average it takes 5 days for them to get back to you on a case. Which is totally unacceptable because with no notification they shut down my primary phone number and put a huge charge on my account. I can not proceed legally with Ebay until I get an affidavit from Virgin Mobile. I called the FTC commission this morning and filed a complaint with them and the Better Business Bureau but I am at a loss what to do with my stolen phone and lack of a cell phone to use.


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