After filing a complaint with the FCC and requesting assistance from the National Association of the Deaf, I decided to try and contact someone at Virgin Mobile to let them know what was going on.
I received a quick response:
I have received your email and read your blog. First, I want to apologize for the experience you had last night. Virgin Mobile prides itself on our customer service, but it definitely failed you last night.
I would like to credit your account since you should have never been charged. It appears that good judgment and active listening skills were not used as I would have hoped.
Our Care agents should have helped you immediately and should have waived the fee given the fact your DSL was out of service. I will be working with our Customer Care Center Directors to ensure no one has a similar situation.
Can you please send me the Virgin Mobile cell number that was incorrectly charged?
Again, my apologies for this situation and thank you for bringing it to my attention so I can make the necessary process improvements.
I look forward to your response.
Virgin Mobile USA
Kudos to Virgin for taking this seriously and being willing to provide training to their employees about providing accommodations. In another email, Mary stated:
In addition, Virgin Mobile does place a heavy emphasis on ensuring our advisors handle all people – customers and non customers with the utmost respect. I have and will ensure continued training on how to serve customers with disabilities is held in each of our centers. The behavior demonstrated to you will not be tolerated.
Should you have any further issues, please don’t hesitate to contact myself directly.
After experiencing difficulty in activating the phone online (unbelievably, we received a message saying, contact a live advisor!), Mary took it in her own hands and helped to activate the phone this morning. She also issued a $20 credit to the account.
I have to admit that Virgin's prompt response and their willingness to provide training to employees is the reason I didn't drive back to Best Buy and return the phone.