Complaints

This profile includes complaints for Virgin Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Virgin Plus

  Private Toronto, ON M5V 2T3

• 

  Virgin Plus

  1 Bass Pro Dr. Concord, ON L4K 2M9

• 

  Virgin Plus

  1 Promenade Circle Thornhill, ON L4J 4P8

• 

  Virgin Plus

  5000 Highway 7 E. Markham, ON L3R 4M9

• 

  Virgin Plus

  4300 Steeles Ave. E Markham, ON L3R 0Y5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:22/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I became a customer with Virgin Plus over a year ago and I've had minor issues with my bill that had been resolved once I found out how their spending tab works. I have a tab allowance of $200 as I've had with other companies I have been with. According to their rules from the moment I've had the phone line was that once I accumulate over 175 owing on that tab I cannot make outgoing calls but still have service for data and texting. This month by the 13th I had payed $80 making my owing balance $65. A couple of days after that I was disconnected from outgoing calls while still only owing the $65. Today, the 21st, I received my new bill which brought my bill to 176.18 and I was cut off from having any sort of cellular connection. I tried to talk to someone on their online chat and that person told me my bill was actually $214. So I called their customer service line on a different phone and at first I was directed to a completely different phone company's customer service line when I asked to be connected to billing and had to call them back again. Once I spoke to the person in billing they told me that the 214 was actually my spending cap/tab and my bill was only the $176. I asked about the disconnection and she told me that it was because I was over $150, which according to her was the point you get completely cut off. I argued that it had never been that way on my bill and asked if this was a recent change which she denied so I asked why I was partially cut off at $65. I asked that question so many times and couldn't get an answer! I asked to speak to a supervisor and she asked the reason and I said I was still very confused and felt that my questions weren't being answered, she got quite upset and placed me on hold and kept coming back on and repeating info. It took 25 minutes to get her to connect me. The supervisor then repeated the info she told me but that I actually did owe $214. My bill is showing that I only owe 176.18! None of the questions were answered

  Business Response

  Date: 22/12/2022

  Hey there ***** 
  
  We are sorry to hear about your negative experience
  with the billing of your Virgin Plus service.
  
  When your account is subject to a Credit Limit, you must
  ensure your usage Charges and Fees (both billed and unbilled) remain below your
  assigned Credit Limit to avoid suspension of your Services. 
  
  At this time, your billed balance is $176.18, however and you
  also have $38.34 in pending/unbilled charges.  These combined create a total balance of
  $214.52 which exceeds your $200 Credit Limit. 
  Your services will remain suspended until your total balance is reduced
  below your Credit Limit.
  
  The charge of $38.34 is your Monthly Device Payment, which is
  added to your account on the 21st of each month, then shown on the
  bill that follows. (please refer to page 3/4 of your recent bill which you shared a copy of
  showing the monthly device payment being November 21 for reference to this).
  
  You can make or report payments for your overdue balance by
  logging into your account at ***************************.
  
  Should you have any other questions about your Virgin service
  or how to make payment for its reconnection, please reach us directly using any
  of the methods shown at ***************************.
  
  Kind regards,
  Virgin
  Plus

  Customer Answer

  Date: 22/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  My question has not been answered. I would still like to know why I was cut off from certain services after I only had $65 dollars owing. Also, if I now actually owe $214 why not have a section on the app that shows the customer upcoming/pending charges!!!! Then they can make better judgements as to how much to pay on a bill with taking this information into consideration! How am I supposed to know I owe the extra 38 if I cannot see it. I am very displeased with my service and if I am unable to make a return and end my service with you now I will not be continuing with you once my contract is up.
  
  
  
  Sincerely,
  
  
  
  ***** ****

  Business Response

  Date: 23/12/2022

  Hi *****
  
  Our position remains unchanged. 
  Our prior response has explained how you’ve exceeded your $200 Credit
  Limit.  You’ll have to make payment to
  reduce your balance before your service can be restored.
  
  It is your responsibility to pay your bills in full and ontime each and
  every month aswell as ensuring that your total balance (both billed and
  unbilled) remain below your Credit Limit.
  
  Regarding your suggestion that Virgin include a section in the My
  Account App to view/manage your Credit Limit, this is already there.  It actively shows how much room is left
  between your current balance (billed and unbilled) and your Credit Limit.  Once you’ve exceeded the limit, it will no longer
  show that there is any room left before the Credit Limit is reached, which is where
  things sit at this moment.
  
  With respect to your request to return your service; Virgins return
  policy is included in its Terms of Service and on the Membership Agreement you
  accepted with your service as follows:
  
  
  - 33. What is Virgin Plus's return policy? It depends on whether we are providing you with Postpaid or Prepaid Services:
  - (a) Postpaid: If you purchase a Device from Virgin Plus which does not meet your needs, you may return your Device (up to 2 Devices per subscriber on your account) if the Device is: (a) returned within 30 calendar days of the start date; (b) in "like new" condition with the original packaging, manuals and accessories; and (c) returned with original receipt to the store of purchase or to the address specified for returns if you purchased online or by phone. You are responsible for all Charges incurred prior to your return of the Device. Virgin Plus will not accept Devices with excessive usage in violation of our Responsible Use Policy. SIM Cards are not returnable once the packaging has been opened or the SIM Card is activated. If you are a person with a disability, the same conditions apply, however, you may return your Device within 60 calendar days of the start date.
  
  
  Your current Membership Agreement was activated in June of 2022, 6
  months ago.  This exceeds the allowable
  30 day return timeframe.  With this in
  mind, we will be unable to accept your attempted return.
  
  If you have any other questions about your Credit Limit, please go to ***************************** or
  call us at ###-###-#### for support.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 09/01/2023

  
  
  Better Business Bureau:

  Thankyou for letting me know that there is a place to check it. Not one person i spoke to mentioned it once when I kept asking why i couldnt see the "pending charges". I understand I'm bills are my responsibility and I was trying with my best efforts to make sure everything was payed. I only escalated the issue to the BBB because every person I spoke to on the phone had different opinions on what went wrong and when I asked specific questions I couldn't get any answers. I would just like to be able to call and be able to get a straight answer when calling instead of ending up even more confused by the end of things!
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  Sincerely,
  
  
  
  ***** ****

• Initial Complaint

  Date:22/12/2022

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Thursday, August 18 I received a message via text from ***** ****** saying that Virgin plus had a offer for me to get 10 GB of data at 4G LTE speeds unlimited Canada wide talk/text for $50 a month plus get the ****** ** for zero down 0% APR $14.12 per month over 24 months the sweet pay 50! I contacted them and arranged the transfer from ***** ****** to virgin mobile during the phone call I was offered the Sweet pay 60 plan that gives you 20 GB of data, but I didn’t need it so I declined it. Being that I believed I was dealing with a professional company that knew their job. Well, I did not feel the need to check their work or had any reason to believe they had made a mistake. But with more detailed observation of my account I realized I had been put on the 20 GB data plan for an extra $10 a month that I was not using and had no need for so I called them as soon as I had made the discovery.. the person I spoke with about the issue originally *** **** *** brushed me off so that it was my responsibility to have found the mistake sooner. I asked to be transferred to a supervisor. The supervisor seemed very understanding. And escalated it to the people who had the power to make these changes apparently. I was told to wait 2 to 5 business days and I will receive a phone call the following day today December 21, 2022 at 2 PM. I received a phone call with the caller ID registered as **** the person who answered, said that they had no knowledge of any sweet pay 50$ plan ever, or any ability to help me in anyway shape or form. I was in the middle of a workday and then able to continue the phone call so I asked for them to call me back after 330 and they said they had nothing left to say to me. I return to work. at 3:30 I decided to call them back and that’s when I was told conflicting answers for my questions I was told that sweet pay 50 did exist, but was never offered with an ****** ** even though I have proof via text message that it was I would like some help please.

  Business Response

  Date: 22/12/2022

  Hi *******,
  
  We’re sorry to hear about
  your negative experience with Virgin Plus.
  
  After reviewing your account
  we can see that you were in contact with a member of our Loyalty team on
  December 22nd.
  
  Our team confirmed that your
  service was activated on Sweet Pay 60 – 20GB and the referenced $50 per month
  rate plan is no longer available. To confirm, our team applied a $10 off  x 24 month discount to offset the difference in
  price plans and applied a credit totalling $34.50, taxes included as a
  retroactive credit for the difference in price for the past 3 billing cycles.
  
  Should you have any questions
  or concerns, please do not hesitate to contact us at ###-###-#### – we’re
  here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 22/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID 18624499, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ******** *********

• Initial Complaint

  Date:21/12/2022

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  As a Black Friday deal, I got an ******** from VIRGIN PLUS online - Order ******* - 29 Nov 2022 ) since they came up with an incredibly low price ( 1/3 of what it is now ). The phone was supposed to be delivered in 3-5 business days.
  
  To date ( 20Dec2022 ), the ******** has not been delivered and there are no updates other than showing "Order confirmed ". Numerous calls, complaints to Virgin Plus and no solution was provided citing supply problems.
  
  I am now sure Virgin's ******** ( $11/month x 24 months with a new $45 for 50 GB plan ) was an offer NEVER INTENDED TO BE FILLED and it was just a trick to stop us from getting a Black Friday deal from competitors. The ****** ** has been & is still AVAILABLE /in stock in Virgin shops for 3 TIMES the price yet Virgin is not delivering the phone. They never planned to. I believe they are just waiting for me to give up and cancel the order. The ****** ** also shows available online for 3 times the price of what was offered to me.

  Business Response

  Date: 21/12/2022

  Hi ****
  
  We are sorry to hear about your negative experience receiving an order
  that you placed with Virgin.
  
  When checking your account, we were able to see that your order was
  shipped the day prior to this complaint being provided to Virgin by BBB.  You can check the progress of your orders shipment
  at www.**************************************
  
  If you have any other questions about your order, please contact Virgin
  directly at ###-###-####.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 22/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.

  Not sure though if they actually shipped my phone before my complaint (20 Dec) as they say or after it, as the phone was shipped out on 21 Dec. The order was placed on 28Nov.
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:20/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I've contacted virgin mobile to cancel my internet service numerous times and they've failed to comply. they transfer me to other employees, drop my calls, failed to call me back.
  
  i want my service disconnected, i do not authorize them to bill me or charge my card. I want my service terminated for the end of my current cycle.

  Business Response

  Date: 20/12/2022

  Hey there *****!
  
  We are sorry to hear about the trouble you had getting in touch with a
  Virgin agent to request cancellation of your Internet service.
  
  When checking your account, we were able to see that you’d been in touch
  with Virgin directly on the same day you submitted this complaint to BBB.  On that call, our agent was able to assist
  with your cancellation request.
  
  We’ll be sad to see you go.  If
  you need to get in touch again about your soon-to-be cancelled service, you
  know how to reach us – We’ll be here to help!
  
  XO, your BFF’s at Virgin Plus

• Initial Complaint

  Date:20/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Being a member in good standing for Virgin Mobile for the past 5 years , Not only was I promised 0 down payment for the upgrade, I was then informed about a payment I didn't agree to initially, after the product was in my possession. I specifically asked if it was 0 down, the agent assured me there was no down payment. ****** *** ***** *** ***** ** ************ The supervisor said she would investigate and get back to me. It's been 3 weeks and I am still waiting. I mentioned the call was during black friday. Now I am pressured and strongly encouraged to pay a fee or return the device that was not originally agreed upon. The call in question was made on November 21st 2022 at 1.02 pm from ***********. Still hoping that you can resolve the issue and uphold the reputation you claim to have in great customer service.

  Business Response

  Date: 20/12/2022

  Hi *******
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin Plus service following your recent upgrade.
  
  When checking your account, we were able to see that you had been in touch
  with our Executive Office about the same dispute recently.  Our position remains unchanged from that
  which was explained by our Executive Office, specifically that device you
  obtained did require a down payment of $335 as part of its reduced pricing
  offer on Black Friday.
  
  With the disputed charges considered by Virgin to be valid, if for any
  reason you are not happy with your device (including the device pricing)  you can return it under Buyers Remorse within
  30 days from its activation date. 
  Details of our return policy are included on the Membership Agreement
  you were provided aswell as being in section 33 of the Terms of Service
  (available at www.virginplus.ca/terms).
  
  Should you have any other questions about your Virgin service, its
  billing, or how to process a return, please get in touch with us directly at
  ###-###-####.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:16/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I am not being sent my bills for my services. This has been happening for 6+ months. I have contacted customer service several times and they have not been able to help. I have attempted to contact their Executive Service and have not received a response back. I am never sent my bills through the mail, email or text even though I have requested this several times. I am being charged late fees which I do not agree with because I am aware of the bill and the charges.
  I would like the company to send me my bill every month. Simple resolution.

  Business Response

  Date: 16/12/2022

  Hi *****
  
  We are sorry to hear about the trouble you’ve had receiving your bills
  for your Virgin service. 
  
  When checking your account we were able to see that you enabled Paper
  Billing on your account yesterday, December 15, however, we feel it prudent to
  mention that there is a difference from the address you provided BBB and what
  you’ve listed on your Virgin account that may prevent you from receiving the
  paper bills you’d subscribed to.
  
  The difference is specifically within your street name.  On your Virgin account, it is listed as a “Street”
  where you’ve listed it for BBB as “Ave”. 
  We ask that you log into *************************** to ensure your address is accurate so you can receive the paper bills that will
  begin being delivered on your next billing date.
  
  Should you have any other questions about your bill delivery, or,
  updating your address accurately, please reach us at ###-###-####.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 16/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I am registered for both paper and email bills. I have been told by several customer service agents at Virgin that I am signed up for paper and ebill and have never received either. 

  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 19/12/2022

  Hi *****

  Our position remains unchanged - you're account address seems to contain a typo.  It does not match the address you provided BBB.  Please log into ************************ to correct your billing address.

  Kind regards,

  Virgin Plus

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The address on my Virgin Account has been the same for 2 years. The same address you have sent mail to. It is also the same email address you send multiple promotions and my contract to. 

  
  Sincerely,
  
  
  
  ***** *******

  Customer Answer

  Date: 10/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have sent you a picture of my drivers license with my address on it in the previous conversation. It is impossible to change an address to something that it is not. Furthermore, I have requested to receive email notification of my phone bill, through your website and have not received one.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 17/01/2023

  Hello *****
  
  When checking your account, we can see that you had followed our advise
  to update your billing address at the same time you sent this response to BBB.
  
  With your address updated, the next bill to populate on your account
  will be sent to its address.
  
  If you have any other questions about your Virgin service, please reach
  us using any of the contact methods shown at *************************.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:14/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a new virgin connection on December 2, 2022, after couple of days I received a bill before providing the connection. looks like they are billing before starting an active line, as of now I didn't use any of the service from virgin and scared to use in future because of these kind of meaningless charges(********* **** ** *** ****) kindly requesting to take necessary steps to close all account opened in my name and cancel the bills created with out providing any service

  Business Response

  Date: 15/12/2022

  Hey there ****
  
  We are sorry to hear about your negative experience with the billing of
  your new Virgin Plus service.
  
  For any inquiries with your service, its billing, or, to request its
  cancellation, you’ll have to correspond with Virgin directly using any of the
  contact methods shown at **************************
  
  We look forward to hearing from you,
  Virgin Plus

  Customer Answer

  Date: 15/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I felt Virgin mobile doesn't have efficient mechanism for cancelling order that I placed through online, that is the reason I am approaching better business bureau, kindly advise the provider to cancel  all the accounts created on my name and cancelled the bills that already issued 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 19/12/2022

  Hi ****

  You'll have to contact Virgin directly yourself.  You cannot ask a different entity whom is not authorized to access your Virgin account to make changes on your behalf.

  Again, all contact info for Virgin Plus is available at **************************

  We looking forward to heading from you,

  Virgin Plus

  Customer Answer

  Date: 09/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I not even started the service they are keep sending bill, with out starting the service why i have to contact virgin to stop the service, with out activating the service virgin can start automatic billing but stoping that customer have to contact virgin, kindly requesting better business bureau to take necessary steps stop this kind of practices from cellular providers
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 10/01/2023

  Hey there ****!
  
  Our position remains unchanged.  The
  service was activated at your request.  You’ll
  have to contact Virgin directly to address your dispute and to request any
  changes to that service.
  
  Take care!
  Virgin Plus

• Initial Complaint

  Date:12/12/2022

  Type:Billing Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Hi,
  Ref: complaint #******** I’m writing again to let you know that I’ve not heard back from Virgin Plus as yet. The billing due date is coming nearer with every passing day and I don’t want it to impact my credit bureau. Kindly help with regards to get me the credit I was promised by their agents on the phone. I’m not asking for any other compensation or any unreasonable refund but what I was promised and was not honoured.
  I look forward to hearing back soon in this.
  Thank you
  **** G.

  Business Response

  Date: 12/12/2022

  Hi ****
  
  We would like to help address your complaint.  To do this, we’ll need more information to be
  able to assess and respond appropriately to it.
  
  Can you please reply with a brief explanation of your complaint and the
  credits/charges you are disputing?
  
  Awaiting your reply,
  Virgin Plus

  Customer Answer

  Date: 13/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I’ve been writing for the last one week seeking a response regarding the reversal of additional charges of $97.50 for using add on data in Nov 2022. I was promised a credit for the charges when I added the data on the call as it was one off case and I normally stay within my 12 gig of data limit. I called on Dec 12th again and the agent gave me the credit of $70 and adjusted my bill amount. I went ahead and paid the remaining bill of $89.59 as due date is approaching fast. I’d appreciate if I could get a credit for $27.50 for all the hassle *** ********** I went through with no fault of mine because of miscommunication and lack of service at your agents end who promised the credit. Look forward to hearing from you. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 15/12/2022

  Hi ****

  Thank you for providing this clarification.

  First, we feel it prudent to mention that going forward, you'll be responsible to pay for any add-ons you request for your service.  However, to settle this dispute, we have made a onetime exception to provide an additional credit of $27.50.  You will see this credit reflected on your balance immediately.

  Should you have any other questions about your Virgin service, please reach us with any of the contact info shown at wwww.virginplus.ca/contact.

  Best regards,

  Virgin Plus

  Customer Answer

  Date: 15/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  **** *****

• Initial Complaint

  Date:12/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I accidentally made an overpayment on my virgin account. It is a sizeable overpayment of just over $1700.00.
  I made this payment on September 19th 2022. I have called virgin many times as to issuing me a refund, but to no avail. I have been given many different scenarios of the process in which is virgins practices. I have been very patient, I realize the initial mistake was mine, but a refund should not take from September 19th -whenever I’m still waiting.

  Business Response

  Date: 12/12/2022

  Hello ****
  
  We are sorry to hear about your negative experience having a refund for
  your overpayment provided  to you.
  
  Your refund was issued at the end of November via mailed cheque to the billing
  address on your account.  While reviewing
  this, we noticed that the billing address on your account is different than
  that which you’ve provided BBB on your complaint submission. 
  
  We ask that you please log into My Account at *************************** and
  update your billing address.  After
  updating, you can reach out to Virgin directly and ask that any un-cashed
  refund cheque be reissued to the updated billing address on your account.
  
  Should you have any other questions, please reach us at
  ###-###-####.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the address that is on file is absolutely correct and has been read to me numerous times during this goose chase virgin has caused me to endure. I was informed that the cheque was processed on 19th of October,  not the end of November

  I do not appreciate the array of fabricated excuses in which the representatives of virgin have dropped on this should be obtainable journey of a simple refund. 
  I do not appreciate virgin representatives gaslighting me and causing me to feel undue hardship over a simple error on my part and to continue to allow this to happen after so many interactions with me, fully knowing that I was served an eviction notice (N4) due to not being able to pay the rent due to this simple error.
  I will move foreward from in obtaining documentation from my banking institution showing that they were also told that the funds had been processed on October 19, 2022.

  Virgin has demonstrated such a lack of respect and due diligence, much lower than which the company expects from their customers.
  
  Sincerely,

  **** *** *****

  Business Response

  Date: 15/12/2022

  Hey there ****

  No mistakes here! The address on your Virgin account is different from the one you provided BBB.  Again, we ask that you log into MyAccount at *************************** to see this for yourself and to update it to match the one you provided BBB.

  Once your address has been updated, we'd be more than happy to re-issue the refund to the updated address.  At this time, we have not yet re-issued it since it would only return to the address on your account, which again, does not match the one you provided BBB.

  We look forward to seeing this resolved and eagerly await the news of your address update so we can move to the next step with this.

  Best regards,

  Virgin Plus.

  Customer Answer

  Date: 21/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Complaint: ********
  
  I am rejecting this response because:
  The address that is on file with virgin is absolutely correct, I have given my address for identification purposes and checked it online in my account and I called virgin to have the representative read it aloud for me. However, the address that  BBB has, has absolutely no relavence to virgin not issuing a refund within a appropriate time frame. The address has always been correct and this is another attempt to shift blame and to stall the process Initially I made the error of overpayment, but virgins has been absolutely dreadful and created a very stressful and frustrating experience. Continuously giving me the run around. When, I initially contacted virgin on September 19th I was told that it would take 30 days and to contact my bank because it could be processed quicker usually within 10 business days, that was the advice given to me by a virgin representative, so that is what I did. This process began but the results were fruitless. I have no idea what happened or what was done, virgin spoke of the back office and did not elaborate, but that was the department that looked after refunds. I was told the cheque was processed on October 19 and would take four to 6 business weeks to reach me by mail, * ***** ** ** ***** ** ********* *** ** *** ********** ** ******* ** ** ***** *** ** ****** * *** *****
  I was told that I didn’t need to call back to check in on what was happening I could see the progress on my account page. I could see my balance nothing more. I called numerous times and each time told something new, I was  told there would be an investigation launched into to what had happened, and that was a manager that told me that. Next time I called no one knew anything about the investigation. **** *** **** * ****** 
  I would appreciate copies of all communication that has transpired with myself and virgin and the communication between my ******* branch, please. I was told prior to speaking with an agent that the conversation would be recorded for training purposes so there is always that to refer back to.

  I am awaiting a response from my ******* branch.
  
  
  Sincerely,
  
  **** *** *****
  
  
  
  Sincerely,
  
  
  
  **** *** *****

  Business Response

  Date: 22/12/2022

  Hi
  ****,
  
  We
  reached out to you directly on December 15th after submitting a
  response to your complaint within BBB’s web portal.
  
  We
  want to apologize – The address on your Virgin account is in fact the same as
  you’d provided BBB on your complaint submission, however, there were a couple
  things that prevented us from realizing this:
  
  The address on your Virgin account was formatted differently (apartment number after the street address in our system, not before the street address like you’d shown BBB)
  The length of the street address with the apartment number at the end exceeded the character limitation of the field we use to view addresses in our system (the end containing the apartment number was cut off from our visibility)
  
  To
  remedy this, we’ve updated the address on your Virgin account so it now lists
  your apartment number in a separate field from your street address, This will
  ensure the apartment number is no longer an inclusion of the single line that
  contains the street address and prevents the possibility of it being out of
  sight due to a character limitation.
  
  As
  well as updating the address formatting on your Virgin account to match what
  you’ve provided BBB, we’ve also reached out to our Refunds team and asked that
  they cancel your original refund and re-issue it to the updated address.
  
  Please
  allow two weeks for the re-issued refund to reach you by postal mail.
  
  Should
  you have any other questions about your service, please get in touch at
  ###-###-####.
  
  Best
  regards,
  
  Virgin
  Plus

• Initial Complaint

  Date:08/12/2022

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  This spring I moved from Brandon (BR) to Portage Mb. I was staying at ** *****. My bank card and gov Id were stolen. In early Mar I went to a BR Virgin kiosk. I was discussing a phone when they received a call from HQ. I could not get a phone fom them as I did not have an Id. Transaction was canceled.
  
  In PG I started receiving bills from Virgin via email. I replied stating the abv and emails stopped.
  
  Now Virgin has an amount on a credit report. All I get is bad insults.
  
  I am told I am not cooperating, being difficult regardless of the person I speak with.
  
  I spoke with a credit supervisor and he was very hard on me. He said it was all semantics. He didn't care if I did not get a phone or plan, the fact is a "determination" was made, and I have to pay them to fix the credit report. Anytime I say anything, they use the same narrative... that I am being difficult and not cooperating with the process. They cannot and will not change the "determination".
  
  **** ** ********* ** *** * **** ** ** ** *** *** ** *** **** *** * **** ****** **** **** ** **** ** ****. Now I have their improper charges on my credit report and getting scam calls from some agency.
  
  I have received nothing from them. ** ** *** *** **** ********* ** ** ** ********* *** ** ** ******.
  
  So I ask for your help. They are a huge company and I cannot deal with it, it is not fair. It is insulting for them to say the fact I never got a phone or plan is "irrelevant".
  
  *** ** * ***** ********** * **** **** **** ******* **** ** **** ********** * **** **** ***** ** *****.
  
  They quote acct number ********* but I have never had anything to do with it or anything else.
  
  I hope you can help on this. * *** ****** **** ** ******* ** * ***** ***** ***** ******* *** ****** ******* ****** ******* * ** **** ***.
  
  They can never justify any of this mistake. They know they are wrong. **** ******** *** * ******* ** ***** ** **** **** ** ** ** ************* ********** ***** ***** * *** ** **** ** **** **** ***** ** ****

  Business Response

  Date: 08/12/2022

  Hello ******

  We are sorry to hear about your negative experience activating a service with Virgin Plus and the billing that followed.  For any questions or concern about the status of your cancelled account, please get in touch with us directly by calling ###-###-####.

  Best regards,

  Virgin Plus

  Customer Answer

  Date: 14/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I called Virgin at the number they provided you. The woman was very mean and said I owe them money. They will not respond to the fact I never got a phone or any service plan from them as I did not have government ID asbit had been stolen from my motel room. She said they are using my sin (social insurance nnumber). **** ********** *** ***********

  It is too stressful for me. She is disregarding the BBB complaint.

  It's too much really
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 19/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I have never received a cell phone or any service plan from this company. I did not have government Id (it was stolen) so the kiosk wad unable to provide me with anything. This is clearly the case. They are unjustly creating a fictitious billing *** ******* ** ** ******* **** *** ** ** ****** *******

  They should be called out for this. They ignore giving any credible evidence and claim they are using my SIN number.

  M cell phone, no cell number, no calls, no plan and no anything. ** **** *** ***** ** ** *** **** *** ***** ** ** *********

  A large company like this should have better things to do than overly bothering an innocent individual.

  Perhaps they can provide the BBB with evidence, and indicate why they are ********* someone, with no reason to do so, and hurting someone for absolutely no reason other than internal mischief and pranks.

  It has to be stopped, it is no way for any responsible management to behave but rather it is immature local staff.

  Sincerely,
  
  
  
  ****** ******

  Business Response

  Date: 22/12/2022

  Hello ******,
  
  Thanks for providing additional feedback. Unfortunately, our position remains unchanged. 
  If you have any further questions or concern about the status of your cancelled
  account, or why you remain responsible for it, please get in touch with us
  directly by calling ###-###-####.
  
  Best regards,

  Virgin Plus