Business Profile

Telecommunications

Virgin Plus

Headquarters

This business is NOT BBB Accredited.

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

293 total complaints in the last 3 years.
77 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

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:01/11/2022
Type:Sales and Advertising 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 took a contrat of 2 years with virgin mobile on August 29, 2022. I was let known that the contrat will be for 2 years and I will pay 106/ months. However, what I didn't know is that the agent applied the amount wasn't covering the full amount of the phone. The agent without telling me has applied for a virtual credit card on my name and has used an amount of $1400 on that account to sell other stuff I didn't need making me think that it's was a promotion. I want my contrat canceled but virgin is reluctant to help me even though one of thier agent fraudulently used my information to apply for a credit.
Business Response
Date: 02/11/2022
Hi Nadine,

We are sorry to hear about
your negative experience with Virgin Plus.

When reviewing your account,
we can see that you singed up for a ******* Financial credit and financing
option at sign up, this was used as the method of payment for your device.

We recommend that you speak with the Store or Regional
Manager directly for more information regarding this.

Should you have any additional questions or
concerns regarding your account, please do not hesitate to contact us at ###-###-#### – we’re here to help!

Kind regards,

Virgin Plus
Initial Complaint
Date:01/11/2022
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.
****** ** * *******THEY DON'T EVEN PROVIDE A SINGLE EMAIL ON WHICH WE CAN WRITE OUR COMPLAIN. I HAVE CHANGED MY SERVICE FROM VIRGIN TO ****** RECENTLY. SO I RECEIVED AN EMAIL SAYING ABOUT A DUE AMOUNT TO PAY. IN A RESPONSE I ASKED THEM TO PROVIDE ME A BILL DETAILS ON WHICH THEY ARE TRYING NOT TO PROVIDE. ITS MY LEGAL RIGHT TO HAVE A DETAILED BILL, IF THEY WANT ME TO PAY. AFTER TALKING TO THEM AROUND AN HOUR, THEY ARE NOT ABLE TO PROVIDE EITHER A BILL SOFT COPY ON MY EMAIL OR AN EMAIL ADDRESS ON WHICH I CAN CREATE MY CONCERN ON WRITING.
LASTLY THEY SAID THEY CAN SEND THE BILL VIA POST. I AM TELLING THEM THAT, IF I GET THE POST LATE, I WILL PAST MY DUE DATE WHICH I DON'T WANT TO DO. IT CAN AFFECT MY CREDIT SCORE. FOR THIS VIRGIN DO NOT WANT TO COMMENT. IN SUMMARY, ***** **** **** ********* ** ***** ****** ******.
Business Response
Date: 02/11/2022
Hi Krutarth,

We are sorry to hear about
your negative experience with Virgin Plus.

Virgin Plus offers an Online My Account that
would have allowed you to review your account and your voice,
text and data usage online, update account information, add add-ons to your
account, view and change your plan details, manage which subscriber(s) on your
account would have been authorized to unblock data and accept additional data
charges, edit your notification preferences for data blocks, and monitor and
manage your monthly activity and allowed you to access 18 months of billing
through the account or by downloading invoices directly to your device or
computer.

Since you did not sign up for the Online My Account, the only
way to receive an invoice that has already posted is through a bill re-print,
via ****** *****

We are truly sorry if this has negatively impacted your
experience with Virgin Plus.

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: 02/11/2022

Complaint: ********

I am rejecting this response because:

As per the response, I am not having online account which is absolutely wrong.
When i called the customer care, they said the billing details from the account gets deleted once you switch the provider. that is the reason the whole problem started.
I still have the online account on which I am able to log in but I can’t see any billing information.
so again, the response is absolutely wrong.

Sincerely,

Krutarth S.
Business Response
Date: 07/11/2022
Hi Krutarth,

Thanks for providing additional feedback. Unfortunately,
our position remains unchanged.

The Virgin Plus Online My Account would have
allowed you to review your account details and invoices, even after
cancellation. As previously mentioned, the Online My Account would have allowed
you to access 18 months of billing through the account or by downloading
invoices directly to your device or computer.

Since you did not sign up for the Online My
Account, the only way to receive an invoice that has already posted is through
a bill re-print, via ****** *****

We are truly sorry if this has negatively impacted
your experience with Virgin Plus.

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: 07/11/2022

Complaint: ********

I am rejecting this response because:

It’s a same lie again and again. Have called the number and they replied me that once the number is cancelled I can not access the account.
All customer care is mentioned is due to customer privacy they can not even send me the invoice to my registered email.
Simple story short, if the comment above is correct then Virgin has not knowledgeable staff on customer care who can provide the correct information or if they are right then the above answers from Virgin is wrong.
anyways got the invoice via ****** ***** Thankfully they have much better service than Virgin.

Sincerely,

Krutarth S.
Initial Complaint
Date:31/10/2022
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 called Virgin Mobile to cancel my internet service in January 2022 as I was moving to a new address. They said it would be cancelled and I would not be billed after the cancellation. This was a phone call so I have no documentation of this.
The company billed me for another month in February 2022 for $81.93. I called them to let them know that I received another bill and requested a credit. They then told me that they did not receive my request to cancel the service, apologized and said that I would receive a credit. To date I have not received a credit.
I was billed again for another month in March 2022 for $81.93. I called again to request a credit for the second month as well. They again said that they had no request to cancel the service and told me that it will be cancelled and I will receive a credit for 2 months of service. To date I have not received a credit.
I have called multiple times throughout the last 6 months asking when I will receive the credit.
I called in August 2022 and spoke with a supervisor – Employee number *******. This is the date I begain documenting employee numbers as i could not trust what the employees at this company were telling me. He told me I would receive the credit to my credit card within 30 days. I did not receive a credit.
I called again on September 19, 2022 and spoke with employee number *******. She told me I would receive the credit within 2 weeks maximum to my credit card. I have not received a credit.
It is now October 27, 2022 and I am on the phone with a supervisor (Kevin, employee number *******) again requesting the credit. I am being told that they will be sending the credit via cheque to my address. I gave them my updated address which is 54 George St. N., Cambridge, ON, N1S 2N2. He says it will take 2 to 4 weeks to receive the cheque. Which to me is unacceptable as I have been continuously following up on this for over 6 months.
I would appreciate if someone could follow up.
Business Response
Date: 02/11/2022
Hi Samantha,

We are sorry to hear about
your negative experience with Virgin Plus regarding your refund.

When reviewing your account,
we can see that it currently has a credit balance of -$161.13. To expedite resolution, we have refunded the refund
to your ********** on file, ending in ****.

Credit card refunds are generally processed
and received within 7-10 days. Please note, it can take up to 30 days for you
to see the refund on your monthly ********** statement.

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:27/10/2022
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 cancelled my Virgin internet plan half way through my monthly cycle. Instead of pro-rating my internet charges for that month, the representative insisted their policy requires the full month payment, and a cheque comes in the mail for the difference. I have cancelled my internet February 2022 and still have not received my cheque of $34. I have called numerous times (every month) with representatives assuring me the cheque is coming. I have never had any issues receiving mail from any companies, nor previous monthly bills from them.
Business Response
Date: 07/11/2022
Hi ****,

We are truly sorry about your negative
experience with Virgin Plus regarding your refund.

We have escalated your concern to our Refunds
Team and will provide more information once we receive it.

We thank you for your patience during this
time.

Kind regards,

Virgin Plus
Initial Complaint
Date:26/10/2022
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.
- Virgin account #530413717
- July 2022 cancelled our Virgin home internet. Moved to **** (owned by the same company), the **** tech took the Virgin modem
- July 2022 I called Virgin to notify them the **** tech took the modem & gave them the **** service confirmation number
- Sept 22 - I received a bill of $85 for the modem, I called Virgin & spoke with Red ID #*******. Even though he said he could see the July note on my file I spent an hour on the phone confirming details & waiting for him to verify the info. He reassured me he'd removed the modem charge, that I'd receive a $50 cheque for the inconvenience, & that the billing department would send a correction letter to the credit bureau
- Oct 22 - Email from Virgin that I had an outstanding balance. Called Virgin again and spoke with a Manager, June ID #*******. He looked up the call notes and Red's employee ID, and he could see the call notes, but "the employee ID no longer exists, which means the employee was likely fired". He confirmed that everything I said was in the previous call notes, but nothing was actioned. He placed me on hold & confirmed he adjusted my account to remove the modem charge. He requested his manager to do a 'call listen' to my last call to verify the $50 inconvenience cheque as well as to call me back about the letter to the credit bureau because he didn't know the process. This was after he just told me not to worry, that my credit wouldn't be affected since he's removed the charge. How can you reassure someone about something this serious then say you don't know the process?
- In the last year we've only had issues with Virgin staff promising us things without follow through. June 2021 I called to cancel, but a Virgin employee offered us a great deal, that didn't show up. I called three times and each time they said it would be applied. The 4th time they said the deal was no longer valid, but they could apply a credit to my account. How can companies get away with this?
Business Response
Date: 27/10/2022
Hey **********,

We are sorry to hear about your negative
experience regarding your Virgin Plus Home Internet service.

After reviewing your account, we can confirm that
service was cancelled July 2022 and that the account balance is $0.00, with no
further payments owing and no impact to your credit reporting.

As a gesture of goodwill for your negative experience, we
have issued a credit and refund for $50.00, taxes included to your address on
file, confirmed below:

*** ******* DR
PETERBOROUGH, ON
*** ***

This refund will be sent in the form of a cheque via mail and
should reach you in 2 to 3 weeks *** ** **** ******** * ********** ********** *** *******

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: 27/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18298863, and find that this resolution is satisfactory to me.

Sincerely,

********** *******
Initial Complaint
Date:25/10/2022
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.
$843 has been added as a negative mark to my credit report because they allowed someone to purchase a new phone on my account after I strictly expressed via phone call that this was NOT to happen. Since then the individual had stopped paying it and was sent to collections. The account was supposed to have been closed after the term was up again expressed via recorded phone call to their staff.
Business Response
Date: 26/10/2022
Hey *******,

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 email and include your
Virgin Plus number or account number?

Alternatively, you can contact us directly at
###-###-#### or through any of the ways listed at www.virginplus.ca/contactus to discuss
your concern directly.

Kind regards,

Virgin Plus
Customer Answer
Date: 26/10/2022

Complaint: ********

I am rejecting this response because: I am trying to respond to the business with the phone number they requested which is ###-###-####

Sincerely,

******* *****
Business Response
Date: 02/11/2022
Hi *******,

Thanks for taking the time to
write back and providing your telephone number.

We take any
report of fraudulent activity very seriously, please contact our Fraud and
Preventions team directly to investigate your claim further. Our team can be
reached 24/7 at ###-###-####.

Kind regards,

Virgin Plus
Customer Answer
Date: 02/11/2022

Complaint: ********

I am rejecting this response because: I have already spent hours and hours trying to resolve this issue. Please have them contact me ###-###-#### I am tired of going in circles with this.

Sincerely,

******* *****
Customer Answer
Date: 03/11/2022

Complaint: ********

I am rejecting this response because It was very clearly indicated to your call centre that there were to be no changes made to the account yet he went into the store and you guys did it anyways. I’ve already spent hours on hold to be hung up on.

Sincerely,

******* *****
Business Response
Date: 14/11/2022
Hey *******,

Thanks for providing the additional feedback.

Our records indicate you confirmed you know the person who preformed the upgrade or made the change to your account.

Unfortunately, we will not be able to assist further through the BBB. Please contact our Fraud and Preventions team directly to investigate your claim further. Our team can be reached 24/7 at ###-###-####.

Kind regards,

Virgin Plus
Initial Complaint
Date:18/10/2022
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.
My account number is *********.
I have 2 issues with Virgin Plus, and I am not able to get any help whatsoever. I have been a customer for 2 years, with 2 internet lines and a TV service, and I have ALWAYS paid on time. Yet, nobody seems to care.

First, I have a technical issue where I can log in to My Account, but I can't see or modify any of my TV or internet details. I've called at least a dozen times in the last year to get this fixed, but nobody ever fixes anything or even calls me back. Many agents are telling me they can't even add a credit because my profile is broken. Why am I being punished for something being broken? Why isn't Virgin fixing this? And why does the system work when it's time to charge me, but not when it's time to provide a discount? I find this odd...

My second issue is that I have 2x 20$ credits on my bill expiring October 25th. I was assured by several agents (Tammy from win-back, employee *******, and Hanssen, chat ID *******************) that my credits would be extended, and that I would get a call back last week with all the details on my new price, but obviously, nobody has called me back.

I tried calling at least 7 times about this in the last 2 months. I have not gotten a single solution from anybody. I even decided to cancel my service, until I spoke to Tammy, who assured me everything would be fixed and my credits would be added. She promised me a call back, but I never received it.

This has been the worst experience. I am trying again to reach out through BBB as a last resort. If anybody cares to fix my issues, I would appreciate a call. Otherwise I will have no choice but to cancel to look elsewhere.
Business Response
Date: 20/10/2022
Hey ****,

We are sorry to hear about your negative
experience with Virgin Plus service.

When checking your account, we can see that you
have been in contact with our Executive Office team.

Our records indicate that your TV programming
issue has been resolved and that our team provided a $25.00 goodwill credit for
your negative experience.

Should you have any questions or concerns
regarding that resolution, we ask that you contact our Executive Office team
directly.

For any other questions about your Virgin Plus
service or its billing, please get in touch with us directly at ###-###-####.

Best regards,

Virgin Plus
Customer Answer
Date: 20/10/2022

Complaint: ********

I am rejecting this response because: you are completely ignoring my entire concern regarding my 40$ credits that are expiring. Please re read my complaint message, because you are ignoring the part where 2 of your agents promised me an extension of the credits on October 25th. Where are these credits??? I even provided the agent employee ID and the chat ID.
With regards to the 25$ TV credit, I did not ask for this. What I asked is for my technical issues to be fixed. While they seemed to be fixed on October 18th, a new surprise was thrown at me: my internet speed on the ************ line was reduced from 100mbps to 50mbps, without my permission whatsoever, or even a warning or email at all! This was done without my permission! Somebody made this change since October 17th! This is illegal! You cannot change a customer's speed and price without notifying them and without even a warning!
This entire experience has been HORRIBLE. All I wanted was to extend my 40$ monthly credits to continue being a Virgin customer. Instead, I got 0 monthly credits, AND my speed was reduced from 100mbps to 50mbps without my permission, AND my 20$ credit that expires October 25th was REMOVED because of this unauthorized change! This is completely illegal and I will open a case with the Canadian Commission for Complaints for Telecom-television Services until this is all fixed.

Sincerely,

**** ******
Business Response
Date: 28/10/2022
Hey ****,

Thanks for taking the time to
provide additional feedback.

Since our last correspondence,
we can see that you have filed a duplicate CCTS complaint, Incident #: ******************

To avoid any crossed wires, we will only
reply to the CCTS complaint, within the allotted CCTS timeframe.

For any urgent inquires regarding your
service, please contact Customer Care at ###-###-####.

Kind regards,

Virgin Plus
Initial Complaint
Date:18/10/2022
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 called your customer service department in last week of September 2022 and to one of the manager. I wanted to pay off my device balace of $301 and keep $50 plan with virgin and she said that this bill of $301 will be added to my coming bill. But today I show my bill and it didn't get added so I called your customer service and she keep asking me to pay $500 or more to pay off my device. This is second time that I talked to your customer service department and they changed from what they are saying me over the call. Last time I had to file as complain for virgin company while I was new member and this time again I am facing same problem with virgin.

I wanted to pay my device remaining balance to get new phone on black Friday with virgin but you guys want to take discount on my phone now and changed the word of mouth. And when we file a complain with your customer care they take more then 6 month to verify and so you are forcing us to make it legal again.
Business Response
Date: 20/10/2022
Hey Prachi,

We are sorry to hear about your negative experience with Virgin
Plus service.

We are sorry to hear that your Early Cancellation
Fees were not as you had expected.

If a Virgin
Mobile Sweet Pay Installment Agreement is terminated prior to the end of the
installment term, then your Remaining Device Payments plus any applicable taxes
will become due immediately and any promotional discounts on such Remaining
Device Payments will no longer apply.

If you
received an Agreement Credit, you will incur a charge for the prorated amount
of the Credit for the remaining months left within your 24-month term.

Since
the duration of your agreement period had not yet completed for your service,
should you move to a Bring Your Own Phone plan, you would be charged $263.61,
taxes included for the Remaining Device Balance and $306.25, plus tax for the Remaining
Agreement Credit Balance for your device in accordance with your attached Membership
Agreement.

Should you have any other questions about the billing of your
service, please get in touch with us by calling ###-###-####.

Best regards,

Virgin Plus
Customer Answer
Date: 20/10/2022

Complaint: ********

I am rejecting this response because:
The manager at your customer service department said me on call that I can simply pay remaining device balance and can continue keeping $50 mobility plan. And she took around more then hour to figure out this and I wasted my job time even on this call. She even promise me to get remaining device balance on my next payment which didn't appear still.
Because your customer service person misguided me it's your fault and not mine. You can check the call recording with customer service manager whom I talked in last week of sep. 2022.

Sincerely,

Prachi B.
Business Response
Date: 27/10/2022
Hey Prachi,

Thanks for taking the time to provide
additional feedback.

We sympathize with what occurred in this particular situation
and sincerely apologize for any inconvenience this misunderstanding may have
caused you.

Unfortunately, you will not be able to keep your same plan, you
would need to move to a Bring Your Own Phone
plan and would be charged $263.61, taxes included for the Remaining Device
Balance and $306.25, plus tax for the Remaining Agreement Credit Balance for your
device in accordance with your attached Membership Agreement.

Should you have any other questions about the
billing of your service, please get in touch with us by calling ###-###-####.

Best regards,

Virgin Plus
Initial Complaint
Date:12/10/2022
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.
OCT 10/22
Given wrong info
Over charges
Cancellation fees
non English speaking employees
faulty phone
Just a bad experience financially & physically exhausting.
Business Response
Date: 12/10/2022
Hey there *******

We are sorry to hear about your negative experience
with your Virgin Plus service.

We’d like to have the opportunity to look into
any outstanding concerns you may have and address them. To do this, we invite you to respond to us
and include specific details of your complaint/dispute, the steps you’d taken
to remedy it and what your expected resolution is.

You can also reach Virgin directly for any
outstanding concerns by calling 1-888-999-2321.
We’ll be here to help!

Best regards,
Virgin Plus
Customer Answer
Date: 15/10/2022

Complaint: 18195156

I am rejecting this response because: I already tried that route by calling 1 800 who gives a ****.

Sincerely,

******* ********
Initial Complaint
Date:12/10/2022
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 have contacted the Virgin Plus office 7 times to have the mis-information corrected on my credit report. My account (which is now closed, paid in full and had been paid 100% on time throughout the term of my agreement) is reporting that my account as written off/bad debt to my credit bureau. This information is NOT CORRECT as I have paid this account in full and on time. This needs to be corrected ASAP. **** ** ********** ********** ** ********* *** ** *** ***********
Business Response
Date: 12/10/2022
Hey there ******

We are sorry to hear about your negative experience
with the Credit Reporting of your Virgin Plus service.

When checking your account, we were able to see
that in May your service was indeed cancelled as you’d mentioned, however, it
had not been paid in full/ontime following that cancellation. We can confirm that we received your full payment
of your outstanding balance in August and that it had settled your account at
that time. Late payment of your
outstanding balance had caused the credit reporting you’ve mentioned.

With the credit reporting accurately reflecting
the payment history of your account, we must advise that it will not be
altered.

Should you have any other questions about your
cancelled service, please get in touch with us by calling ###-###-####.

Best regards,
Virgin Plus
Customer Answer
Date: 12/10/2022

Complaint: ********

I am rejecting this response because: my account balance was incorrect on my bill. I called and had it corrected at which time a new bill was issued which I received and paid promptly upon receipt. This is still not acceptable as the error was one made by Virgin not by me. My credit report must be corrected asap.

Sincerely,

****** ******
Business Response
Date: 20/10/2022
Hey ******,

Thanks for taking the time to write back and
provide additional feedback.

As previously mentioned, your service was
cancelled in May 2022, however, the account had not been paid in full and on
time following cancellation.

We can confirm that we received your full
payment of your outstanding balance in August and that it had settled your
account at that time.

With the credit reporting accurately reflecting
the payment history of your account, we must advise that it will not be altered.

Should you have any other questions about your
cancelled service, please get in touch with us by calling ###-###-####.

Best regards,

Virgin Plus

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