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

  509 Bayfield St. Barrie, ON L4M 4Z8

• 

  Virgin Plus

  355 Hespeler Rd. Cambridge, ON N1R 6B3

• 

  Virgin Plus

  435 Stone Rd W. Guelph, ON N1G 2X6

• 

  Virgin Plus

  75 Centennial Pkwy. Hamilton, ON L8E 2P2

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:07/12/2022

  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 renew a Virgin Mobile Plus plan and the information that I was provided in the store by the Virgin Mobile Representative was not correct when I received my bill.
  I have spoken with representatives of Virgin Plus and they refuse to honor the word of the store employee.
  I am seeking to have my bill adjusted by approximately $20.00
  I have been to the store once, the manager told me I have to call the loyalty program.
  I called the loyalty program and they so far have refused to low my bill.
  I, after much talking and explaining my story about 8 times am awaiting a call from a manager, who is apparently going to tell me the same story about my bill.
  I will walk away from the company if required. Their threat of it will affect my "credit rating" does not deter me.
  This is very much a matter of principle *** **** ** **** ***.

  Business Response

  Date: 07/12/2022

  Hello ******

  We'd like to help address your complaint, but to do this, you'll have to give us details about the charges you are disputing.  Can you please reply and include all details of your dispute?  Alternatively, you can reach us directly using any of the options shown at www.virginplus.ca/contact.

  Best regards,

  Virgin Plus

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have spent about three long conversations with Virgin Representatives to have my bill adjusted downwards to reflect what I was actually advised and agreed to in the Nova Scotia ********* ****** Mall store.  This policy or active stall of sending customers to one person then saying I can do anything to then on to another person is demoralizing and a stall tactic.  I will, repeat will not go away. The on line *********** representative threatening me about my credit rating being affected is definitely the lowest of the lowest. 

  I did the following:  I ordered two new phones at the ****** location after taking with the manager, the phones were delivered to my residence, I took the phone to the ****** Mall store to have activitated.  I was advised that my actual monthly charges for the two phone would go  down and the additional charges for the two phones, $9.11, is not disputed.  I feel that my monthly bill should be $135.00 which is what I agreed to in the store.  The manager stated to me after I went back to dispute my monthly bill is that she "filled" out the online forms and she is not responsible for what the "VIRGIN" response to my new plan.  I beg to differ, if I am told something then I expect that to be gospel.  I was also informed that I should call the 611 Loyalty Program and I did so, only to have someone tell me that they will not change my charges.  I have been awaiting three days since the last escalation for a phone call by a "Senior Manager", who I was advised was going to tell me the same story.  So, do not listen to the customer, just carry on as if all if OK and out wait the customer.  As I said earlier, I will not go away.

  If you will not adjust my monthly bill, then give me my old phones back, and I will go to another company.  Restore my service and status prior to being misfed misleading information.  Like I have stated previously my monthly bill should be about $135.00 and if you adjust my bill for the two years of the contact then the matter is settled, if not then we will continue to converse over this info.  You will note that I have paid $135.00 for the pass monthly bill and the remaining will not be paid by me.

  So please adjust the bill to reflect what I was advised in the store and do not lay blame on the phone application update and the loyalty program removal, I am ** years old, not overly tech savy, but am fully aware of what I was advised of in the store.

  If you need to call, ************

   

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

  Business Response

  Date: 15/12/2022

  Hello ******

  It looks like you were in touch with Virgin directly after sending the most recent response to BBB.  We trust our team was helpful in addressing and resolving your dispute.

  Should you have any outstanding concerns about your service, we are just a phone call away - We can be reached at 1-888-999-2321.

  Best regards,

  Virgin Plus

• Initial Complaint

  Date:29/11/2022

  Type:Product 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 just want a working phone.
  
  They sold me a ******* **** in late September, supposedly a flagship phone and quite expensive, but as I learned today it has a defect where it is incredibly susceptible to *slight* pressure or temperature change which makes the speakers and mic go haywire and makes the phone effectively useless in very normal conditions.
  
  In -5c today I couldn't communicate with my childs school when picking her up. That is a huge problem.
  
  Their staff ***** **** ***** *** misrepresented the resolution protocol initially.
  They tried to dump the resolution on me initially to enact their repair policy myself. Their own website says they do it.
  I wound up being connected to customer retention on the phone who said a temp phone and them doing it is the norm, and then suddenly told she was transferring me to another department when I explained the entirety of my complaint, she ignored my request for her identification number, then when it connected I got a message that said something about hours and just disconnected me. It is like they have geared the process to attrition in frustrating customers to deflect genuine complaints.
  My complaint was even called "buyer's remorse", which I believe they use as a loaded term in this situation.
  
  From what I read online, there is no fix for this. I bought the phone in september and obviously am not going to notice this defect, which was known to them and they admitted initially, until it was sufficiently cold outside.
  They also tried to say I am the first person to complain of this, which is absurd given the # of complaints online I saw today about it.
  
  A resolution here would be them providing me with a comparable phone or updated phone of the same model, one that is actually usable in the climate they sold it in, and perhaps now a discount on services given the horrible and insulting experience with them in trying to seek resolution.
  
  I tried to resolve it with them and the process is just insulting.

  Business Response

  Date: 30/11/2022

  Hi *****,
  
  We are sorry to hear about your negative experience with Virgin Plus
  regarding your ******* ****.
  
  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.
  
  Virgin Plus is not the manufacturer of your
  Device. Any Device purchased from Virgin Plus is subject to the manufacturer's
  warranty, which is valid typically for one year from the purchase date of your
  Device with your original receipt. Some Devices (including non-new Devices) may
  have a different warranty period. Please review the manufacturer's warranty
  provided with your Device or through the manufacturer's website to understand
  what protection it offers and the duration of the warranty.
  
  Virgin Plus makes no warranties,
  representations, claims, guarantees or conditions of any nature, express or
  implied, including fitness for a particular purpose, merchantability, title or
  non-infringement, with respect to Devices that you purchase, or otherwise
  acquire title to and ownership of, from Virgin Plus. Please visit virginplus.ca/warranty for
  additional information about warranties.
  
  When your phone isn’t working right, we can help you
  have it fixed using the Manufacturer’s Warranty. We can do this by sending the
  phone to its repair facility in one of the following ways:
  
  Visit one of our stores equipped with a Service Lounge to have your phone setup for Warranty repairs.  Find the one closest to you at www.virginplus.ca/servicelounge.
  Give us a call at ###-###-#### and ask that we send a repair kit to you with its shipping prepaid.
  
  The great news is that we will set
  you up with a Loaner Phone to use while yours is being repaired. This will
  ensure you can stay fully connected until this is all sorted out.
  
  Heads-Up! The warranty only covers manufacturer defects - things like
  water damage or physical abuse aren't covered, so be totally sure that you
  haven't dropped or damaged your phone in any way. Not sure if you're covered?
  Check out our warranty
  coverage page for more info - virginplus.ca/warranty.
  
  Should you have any questions or need assistance with the steps listed
  above, please do not hesitate to contact us ###-###-#### – we’re here to
  help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 01/12/2022

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

  This doesn't really address how they tried to handle this. Or the fact they know the *** series has this issue and don't reach out to customers about it. I don't feel a canned message apology is appropriate here.

  Initially I was being told to take it to ******* myself. Why?

  I am paying a lot of money for this defective item they sold me and I was expected to do the footwork and effort to seek repair when their own policies say that isn't what I should expect.

  So what is with the subversive tactics I received in bringing this forward to them?

  The third or fourth person I interacted with, one on the phone, finally said Virgin would send a loaner and send it in to get fixed. Then when I explained the severity of what I'd just experienced with previous reps to her, she quickly transferred me, mumbling something like: "I'm new to this, I can't do anything. I'll transfer you to someone who can", and when it connected with the new line it immediately hung up on me.

  They are selling phones that they know don't work properly in cold weather in a nation that is cold half the year. That isn't ok.

  I don't appreciate the canned response from them. I've read how they handle issues like this on their site already, which is why I complain they weren't even following their own procedures in dealing with me.

  This isn't a healthy or fair business practice.

  I don't really want my phone fixed. I want one that isn't defective right out of the box. I wouldn't have bought it had I known it was defective, obviously.

  This is a known issue and for all I know the speaker issue regarding pressure and temperatures can't be fixed. I shouldn't have to go through a process with ******* when Virgin is knowingly selling defective products on their behalf.

  With their spiel on no promises or guarantees thing, they can effectively sell broken items and nobody has any real recourse in their opinion.

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

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

  Business Response

  Date: 02/12/2022

  Hi *****,
  
  Thanks for providing the additional feedback. Unfortunately,
  our position remains unchanged.
  
  Virgin Plus is not the manufacturer of your
  Device. Virgin Plus makes no warranties, representations, claims,
  guarantees or conditions of any nature, express or implied, including fitness
  for a particular purpose, merchantability, title or non-infringement, with
  respect to Devices that you purchase from Virgin Plus.
  
  Because of this, Virgin has a Buyers Remorse
  policy in place allowing you to return a device you purchased if it does not
  meet your needs. You may return your device with the following conditions: 
  
  (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.
  
  Any Device purchased from Virgin Plus is
  subject to the manufacturer's warranty, which is valid typically for one year
  from the purchase date of your Device with your original receipt. When
  your phone isn’t working right, we can help you have it fixed using the
  Manufacturer’s Warranty. We can do this by sending the phone to its repair
  facility in one of the following ways:
  
  - Visit one of our stores equipped with a Service
  Lounge to have your phone setup for Warranty repairs.  Find the one
  closest to you at www.virginplus.ca/servicelounge.
  - Give us a call at 1-888-999-2321 and ask that we
  send a repair kit to you with its shipping prepaid.
  
  Since the 30 calendar day Buyers Remorse trial period
  has ended, we ask that you visit a Service Lounge or give us a call at
  1-888-999-2321 to facilitate a repair order with Samsung.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 02/12/2022

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

  You're still not addressing the behaviours of your frontline staff. Please do.

  I may be forced to go through ******* here, but that still leaves the behaviour of your company to be addressed. I hope the BBB is able to mediate a better resolution.

  There is no known remedy I can find where ******* is able to correct the pressure/temperature problem with the speakers. Please address this concern directly. I am certain I'm not the only one complaining about this, tens of thousands of the phones are on circulation and they all have the problem. It is defective.

  It is unfortunate that your company continues to sell defective products with a known issue while plugging your buyers remorse policy at customers and insisting they do the job of virgin in remedying the issue.

  You may be offering to have me call in and virgin will send to ******* now, but that was not the case initially and your agent did admit this is a known issue. Your customer service approach is abhorrent.

  * **** ******* **** *** ***** **** * ** *** ***** ** ***** **** ******* ** ** ******** **** There are ample forums online with people discussing this problem since as far back as August. The odds I am the first of your customers to being this to your attention is ridiculously small.

  Many have found that even repairs to *** devices in this regard only fixes the problem temporarily.

  Your customer service was atrocious, it's own issue, and I'm still left with a defective phone where the evidence available to me suggests it is not easily remedied, if at all.

  I do not feel pushing your warranty against defective devices is appropriate. You sold me a phone that cannot be used effectively during half the year here if I'm outside. The behaviour of your staff regarding this known issue has been insulting and inappropriate in relation to your own described procedures.

  We wouldn't be doing this dance here had your frontline staff acted as per procedure rather than trying to deflect and dump the problem on me. I likely would have just taken the loaner phone and tried to let you get it fixed, but instead your staff were subversive and disrespectful on your behalf. 

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

  Business Response

  Date: 06/12/2022

  Hello *****
  
  Thank you for sharing your additional feedback.  Our position remains unchanged from that which
  was previously expressed.
  
  If you would like to reach Virgin for any other reason, please do so
  with the contact information shown at wwww.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 09/12/2022

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

  I don't think there is anything left for me to say except I am unimpressed with the behaviours and service I've experienced. The attitude of disregard and finality you've met this complaint with is appalling.

  I think at this point it's best if the BBB could say something or intervene.

  Selling products you know are defective and then passing the buck to the manufacturer while telling the customer they're beat is dirty business.

  At the very least you should stop selling them until ******* has corrected the issue in new devices.

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

• Initial Complaint

  Date:29/11/2022

  Type:Service or Repair 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.

  My mother cancelled her service with virgin mobile sept 26/2022 she was the primary I was secondary on the account upon doing so I was left as the primary holder on the virgin mobile account as she had gone to to *****, upon removing herself from the contract she was never informed of the account transfer so I was left wondering why I was locked out of my account, almost 2 months later numerous phone calls I am still not the primary on the account I can not access the account fully or view the bill in order to pay it properly, as for my mother’s account someone authorized the email to be changed to ***********@******* so they are sending my mothers ***** ***** final bill to my email instead of reaching out to her! Again no one authorized that change! I called last Thursday where I was told by two customer service reps that my account was fine that I am the primary account holder but logging into my virgin account I am just a secondary and can not have access to the whole account employee con id:*******
  Justin employee id# ******** neither employee wanted to transfer to a manager! I have spent months trying to rectify this, I can not cancel as They say I owe to much on an account I have no access too ! They want there monthly payment on a bill I can’t even see I want my contract cancelled free of charge this shouldn’t be happening! I am the customer and the only one trying to fix this situation

  Business Response

  Date: 30/11/2022

  Hi *****,
  
  We are sorry to hear about your negative experience with Virgin Plus.
  
  We can see that you were an authorized user on ***** *****’s cancelled
  account, *********. This account has been cancelled since Sept 2022 and has the
  online profile email address of **********@*******.com.
  
  On Sept 20, 2020 a transfer of responsibility was preformed and service ###-###-#### was moved to a new account,***-***-**** Please note, this account does
  not have an online profile currently active.
  
  To access the online profile of the cancelled account, *********, you will
  need to use the registered account user name and password. The telephone number
  will no longer work as its not active with Virgin Plus.
  
  To create an online profile for your new account***-***-**** please visit **************** and click on “Register now for My Account”.
  
  Should you have any questions or need assistance with the steps listed
  above, please do not hesitate to contact us ###-###-#### – we’re here to
  help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 08/12/2022

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

  This is not resolved, i contacted your company on Saturday December 3 i do not have access to an online account so your company has agreed to send me a paper bill, ** *** *** *** **** *** ********** one of your customer service reps authorized my mothers email to be changed so i am receiving her final bill **** ** ************** i have contacted your company trying to have this removed, i have no idea why i am receiving ***** *****s final bill.. this is horrible service. She did not authorize for her email to be changed from **********@*******.com to ***********@*******.com.. so who did ?

  If i can not view a bill from your company how do you expect me to pay my bill?

  If my mother can not view her final bill then how can she pay it?

  Please explain this
  

  Business Response

  Date: 08/12/2022

  Hi *****
  
  As mentioned before, at this time ***** ***** has an online account
  profile and you do not.
  
  Each of you have separate Account Numbers (you are ********* and ***** is *********) and will each
  need to register for your own online accounts at www.virginplus.ca/myaccount.
  
  ***** has already completed their registration and their bills are
  available online for them to view for their cancelled services.  Keep in mind that ***** wont be able to login
  with their PHONE NUMBER + password. 
  Because their services are cancelled, they’ll have to login with their
  USERNAME + password.  There are on-screen
  prompts that include these same instructions at www.virginplus.ca/myaccount.
  
  For yourself, please visit www.virginplus.ca/myaccount then click “register for my account” and follow the prompts using your NEW Account
  Number that you have for your own account (it is a different account number
  than *****’s account).
  
  If you still have troubles registering your own online account, or, if
  ***** has troubles logging into their existing online account to view their
  bills, please contact us directly at ###-###-#### for support.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:25/11/2022

  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 got a loaner phone in July and used it why my phone was being fixed got my phone back virgin sent me a label to send back loaner it was to ******* I sent it ******* sent it back by the time I got it back my phone still was not working I told virgin I would need to use the loaner phone again but by this time they charged me 500.00 for it I fought with virgin from August till October finally on Oct 6 got a box sent it Oct 7 virgin received loaner on Oct 13 2022 but still stated I didn't send it I could prove they have it by a tracking number and now there telling me as of niv 24 2022 it in ware house but don't know anything on it they have had it a month and a half and has put my bill in collections and won't do anything for me as why I am contacting you to help

  Business Response

  Date: 25/11/2022

  Hi *****,
  
  Were sorry to hear about your negative experience with
  Virgin Plus.
  
  We would love to review your account to ensure that
  your feedback has been noted and help find resolution where possible, however,
  we need to know a little more detail.
  
  Can you please reply to this message and include your
  Virgin Plus phone number or account number?
  
  We are unable to locate your account with the
  information provided to the BBB.
  
  Awaiting your reply,
  
  Kind regards

• Initial Complaint

  Date:23/11/2022

  Type:Service or Repair 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.

  Virgin internet provider: the internet has been slow for a few months and they finally upgraded to fiber optic cable and since then I have had technicians coming and fixing the internet and I have been without internet for 2 days I work from home and every time I do not have internet I have to miss two days of work.
  Last time they said they fixed it was on the 10th and I did not have internet on 11th and they fixed it on the 11th, now again I have internet issue on the 22nd they are saying it’s a cable issue and again I missed work on the 21st and missing it again today the 22 because their technician is coming between 12-5pm big window I have ti stay at home again and missed work as I can not go to office as well. No compensation or any form of resolution provided.

  Business Response

  Date: 23/11/2022

  Hi ****** 
  
  We are sorry to hear about the troubles you’ve
  had with your Virgin internet service recently.
  
  If things aren’t working right, we want to help
  get things up and running as soon as possible. 
  You can access Virgin’s Virtual Repair Tool 24/7 at *******************************.
   Should issues persist beyond a virtual
  repair, please get in touch with us directly using any of the contact methods
  shown at *************************.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 25/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have had the same issue twice and then fixing it next day I missed two days of work, no resolution has been provided other than fixing the service no apology or reimbursement of service intruption
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 29/11/2022

  Hi ******,
  
  Again, we are very sorry to hear about your
  recent troubles with your Virgin Home Internet service.
  
  Please access Virgin’s Virtual Repair Tool at *******************************.
  Should the issues persist beyond a virtual repair, please get in touch with us
  directly using any of the contact methods shown at *************************.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 01/12/2022

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

  generic response with no content the issue is persistent and has happened 2 times back to back and caused me to miss two days of work as I work from home.
  
  
  
  Sincerely,
  
  
  
  

• Initial Complaint

  Date:11/11/2022

  Type:Service or Repair 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.

  Prepaid account# ###-###-####
  
  Paid TopUp on Nov 6th in full $55 plus taxes $62.15
  
  Went to use phone on Nov 10th and service is turned off.
  
  Contacted Virgin Mobile 5 times on Nov 10th - The first three reps couldn't even find an account for me. The next rep (which was a callback) was more worried about linking my account to another account and after I refused suddenly said - he couldn't authenticate me on my account to fix the issue.
  
  6 hours later I call back Virgin again and they still state they cannot get the system up to authenticate me or fix the issue. I paid for service and am left with nothing while this company is hiding the fact that it's systems are down from the public.
  
  All I want is my service turned on and extended for the lost day of services.. I paid the top-up like I was supposed to now they need to honor their part of the agreement.

  Business Response

  Date: 23/11/2022

  Hi *******
  
  Apologies for the delayed response to your
  complaint.  A response was submitted to
  your complaint on November 15, however, it appears that BBB’s portal did not
  capture and relay our response to you at that time.
  
  To remedy your complaint, on November 15 a
  credit was applied to your account to restart your monthly plan.  With this in mind, your next monthly plan
  renewal date will be December 15.
  
  Should you have any other questions about your
  service, please contact us directly at ###-###-####.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:10/11/2022

  Type:Product 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.

  Cell phone suddenly used up 5 1/2 GB of data in the span of about 1 hour. Virgin won't acknowledge that this is an error and fix it, instead, they want me to pay more for more data. So frustrated, absolutely no customer service. ** *** **** **** **** ** *******, they do not care about any issues you have.

  Business Response

  Date: 15/11/2022

  Hi ***,
  
  We are truly sorry to hear about your negative
  experience with Virgin Plus.
  
  We would love to review your account to ensure that
  your feedback has been noted and help find resolution where possible, however,
  we need to know a little more detail.
  
  Can you please reply to this email and include your
  Virgin Plus phone number or account number?
  
  We are not able to locate your account with the
  limited information provided to the BBB.
  
  Awaiting your reply,
  
  Virgin Plus

  Customer Answer

  Date: 29/11/2022

  The account number is: ********* and it is for the phone number ***-***-****. The day the data was drained was Wednesday, November 9.

  Business Response

  Date: 29/11/2022

  Hey ***,
  
  Thanks for
  providing the account and telephone number. After reviewing the account you
  have mentioned, we can see that it is registered exclusively to a name other
  than your own.
  
  In an effort to
  protect the privacy of this accounts owner, we will require their authorization
  before we can proceed to address any matters with this account.
  
  The account
  owner can reach us by calling 1-***-***-**** to authenticate themselves and
  address any concerns they may have with their service. If they find it’s
  necessary, they can request that you are added to their account as an
  authorized user to access the account on their behalf.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:08/11/2022

  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.

  Long story short. I have been paying my phone bill via online banking, gave confirmation numbers of payment and my services being shut off constantly. I have spoke with countless reps and nothing actually being done about it. i have gone without a phone many times for countless days and i need my phone for work. i finally spoke to a manger who said they can see the payments and that the rep that gave me my account number gave the wrong one and i was paying someone else bill for months. he said that he would note on my account not to shut services again and he was going to see how he can reroute my payments to my phone bill and clear the data charges and give me 2 gigs of data for the inconvenience. yesterday i was sent a message about owing 440 dollars, 299 past due and a 50 dollar fee to restore my services and before i could explain the rep left the conversation. tonight the rep i spoke with did nothing to help me and said i haven't paid my bill and that there isn't anything on my account stating the payments are seen but paying someone else bill and nothing else. now they wouldn't turn my phone on and told me to pay the past due amount and because i can only use WIFI i lost connection and cant get the same rep back. this has gone on for months and i am at my absolute end. paying for services that are constantly shut off and no one on the end of virgin doing anything like they say they are.

  Business Response

  Date: 15/11/2022

  Hey *******,
  
  We are truly sorry to hear about your negative
  experience with Virgin Plus regarding payment errors.
  
  To correct a payment error made through Online
  Banking, please contact your financial institution at your earliest
  convenience, they will be able to reverse the funds.
  
  This is covered in Section 42 of our Terms of
  Service which were included with your service agreement and are available at
  www.virginplus.ca/terms:
  42. How do I correct a payment error? To correct
  any payment made by you, including through electronic means (such as Internet
  or telephone banking or ATM machine), you must ask your financial institution
  to correct the error.
  
  Should you have any questions or concerns, please
  do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:03/11/2022

  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.

  Hi there I am getting charged 885 dollars for 1 month on billing I was with ***** ****** switched to virgin plus they give me a temporary number in the mean time which when call this number says out of service but when I txt it's coming up my new number and the temporary number at same time to certain people I told virgin plus about this issue like they are pushing me off that this not possible have proof of both numbers texting same message it's frustrating can't seem to get anywhere with this issue with the company

  Business Response

  Date: 07/11/2022

  Hi *****,
  
  We are truly sorry about your negative
  experience with your Virgin Plus billing and service.
  
  When reviewing your Sep 14, 2022 bill, we were able to
  see data usage charges you have made reference to, these charges totaled $606.00,
  plus tax.
  
  In an effort to keep the phones user aware of the
  increasing usage costs and prevent unwanted overages from occurring, we had
  sent alerts directly to the phone and blocked its data access as follows:
  
  - Alert sent when 95% of the data included with the price plan had been used
  - Alert sent and data blocked on device when $50 in additional data overages had accumulated. This notice was also sent via SMS and email to the account holder.
  - Data remained blocked until handset user acknowledged their usage and accepted to continue with additional overage charges.
  - Alert sent when all data included with the price plan had been consumed and an additional $300 in overage charges had accumulated
  - Alert
  sent and data blocked on device when $500 in additional data overages had
  accumulated
  
  In addition to the above alerts being sent to the
  phone, you are able to use My Account and our Mobile App to track and monitor
  your phones usage.
  
  Regarding issues with your temporary number; please
  give our Technical Support team a call at ###-###-#### at your earliest
  convenience. They’re the experts that will diagnose and troubleshoot any issues
  you may be experiencing on your device.
  
  Should you have any questions or concerns, please
  do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 07/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Still texting with 2 numbers I believe they are charging me for 2 line
  which only have 1 also no way I could use 800 worth of data in month
  that insane
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Customer Answer

  Date: 16/11/2022

  Hello,

  I appreciate that this looks like I've used he amount of data that would equate to the amount you are saying I owe, however this is been an ongoing problem that I have called your customer service for multiple times, with no resolution. I am still receiving texts meant for this second number, and my outgoing texts are showing for some of my contacts as coming from this other number. In fact, my friend called me the other day and a stranger answered. So my phone calls are going to this other number for a handful of contacts. In my opinion, your company's refusal to tell me why this is happening or investigate it further tells me that you simply don't care. It is my position that my personal information is now compromised with your business, and it is quite possible that if our lines are crossing, they are able to make certain changes to my service. In that regard, I feel I am not responsible for these charges.

  Regards,

  ***** **

  Business Response

  Date: 17/11/2022

  Hi *****,
  
  Thanks for taking the time to write back and
  provide additional feedback.
  
  Our position remains unchanged, you have one
  service on the account which accumulated $606.00, plus tax in data overages on
  the Sep 14, 2022 invoice.
  
  You have not been charged for two services and
  if you continue to experience issues with a temporary number; please give our
  Technical Support team a call at ###-###-#### at your earliest convenience.
  
  Should you have any questions or concerns, please
  do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:02/11/2022

  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.

  Thursday, October 27 I mistakenly paid via online banking my virgin bill instead of my ********** bill. $4052.76. On Friday I realized the mistake and contacted my Bank immediately. They said it was too late to stop payment and to contact Virgin. I spoke to a very nice man who said Virgin had not yet received my payment, and that it could take 3-5 days to receive. Once payment was received, then it would take an additional 25-27 business days to process the refund and it would be sent via mail in a cheque. I was very unsatisfied with this answer then spoke with a supervisor Ray, who was also very empathetic with my situation and reiterated the same thing the previous gentleman had stated. Because the amount was a very large amount, I was not satisfied with the result of this very unfair process. With new technology, high inflation amongst very tough times, and having not received my money yet I could not understand why I couldn’t just get an etransfer back into my account. Surely this unfortunately happens more often then not, especially with large sums of money. This is MY money and I need it to pay bills!!! So Ray forwarded me to the “executive office” where I spoke to a ***** **** man named Richard. ******* ** ** *********** ********** ** ***** ********* ***** and was completely dismissive with my very upset demeanour. I am shocked and extremely disappointed with Virgin and how the company is holding my large sum of money because “that is their refund process”. It makes zero sense to me at how and why it is so difficult to get MY money back. * **** ****** ** **** ****** *** *** **** ******* *** ******** ** **** ******* ********* *** ** ******* *** ********* ******** ** *** ********** ******* * ***** **** ********** **** ***** *** ***** ********** *** * ** **** ****** *** **** **** ****** *** **** ******* I can’t continue to be a customer after being treated this way. My bank currently has an investigation started to get my money back. Please help!

  Business Response

  Date: 03/11/2022

  Hey ********,
  
  We are truly sorry to hear about your negative experience
  with Virgin Plus regarding the payment error.
  
  To correct a payment error made through Online
  Banking, please contact your financial institution at your earliest convenience,
  they will be able to reverse the funds.
  
  This is covered in Section 42 of our Terms of Service which
  were included with your service agreement and are available at www.virginplus.ca/terms:
  
  42. How do I correct a payment error? To correct any payment made by
  you, including through electronic means (such as Internet or telephone banking
  or ATM machine), you must ask your financial institution to correct the error.
  
  Should Virgin process a refund for the credit
  balance on the account, the only way to refund it would be via cheque to the
  address on file. Unfortunately, there is no way we can deposit the funds back
  to your bank account directly. Generally, refunds are processed and sent
  out within 28 calendar days of request (4 weeks). Delays in Canada post can
  sometimes extend this timeline.
  
  Should you have any questions or concerns,
  please do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 03/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because it is unacceptable that a business will take up to 28 business days to process a refund of $3,838, only sending this refund to me using an insecure method.  This business will accept and process new orders, payments, and contracts, electronically and immediately.  Yet insists to adhere on their policy of procrastinating 28 business days to process a refund.  This is not the care expected for a long term customer and unfair this business is holding funds that are rightfully not theirs.

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

  Business Response

  Date: 15/11/2022

  Hey ********,
  
  Again, we are truly sorry about your negative
  experience with Virgin Plus regarding the payment error.
  
  As previously mentioned, the fastest way to correct
  a payment error made through Online Banking is to contact your financial
  institution at your earliest convenience, they will be able to reverse the
  funds.
  
  This is covered in Section 42 of our Terms of
  Service which were included with your service agreement and are available at
  www.virginplus.ca/terms:
  42. How do I correct a payment error? To correct
  any payment made by you, including through electronic means (such as Internet
  or telephone banking or ATM machine), you must ask your financial institution
  to correct the error.
  
  Should Virgin process a refund for the credit
  balance on the account, the only way to refund it would be via cheque to the
  address on file. Unfortunately, there is no way we can deposit the funds back
  to your bank account directly. Generally, refunds are processed and sent out
  within 28 calendar days of request (4 weeks). Delays in Canada post can
  sometimes extend this timeline.
  
  Should you have any questions or concerns, please
  do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus