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:13/05/2024

  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 got Virgin Plus internet with 5Mps service installed, I had it for 7-8days and cancelled because the best speed ****** **** ************ to deliver to my home was 2.1Mps. So I cancelled the service and got another providers service for the same price but it’s 50Mps. Virgin has charged me $216.96 for 8 days a horribly slow (much slower than promised and advertised speed). I would expect the installation charge to be waved or reduced based on the fact of the terrible service provided and the fact that I didn’t have the service for a month just 8days, how can they justify charging me for a months full charge of service? * ** ********* ******** ***** ********** ** * ******** ****** **** **** ** *** ***** **** ** *** ** * ****** ** * ****** **** ** ******* **** *********** ****** *** **** ** **** **** ****** * ** ********** ************ **** ****** I was told when I setup the service are now not being honoured like free installation, and when I called to cancel I was told that I would not be charged for the whole month just a partial charge for the 8 days. ****** *** ******* **** ****** ****** *** ***** ** ***** ********** ***** *** *** I look forward to hearing a response from Virgin that is reasonable and fair before I decide what to do about my two cell phones that I currently have with them.

  Business Response

  Date: 13/05/2024

  Hi *****
  
  We are sorry to hear about your negative experience with the billing of your cancelled Internet service.
  
  When we checked your account we were able to confirm your internet service is cancelled as you intended aswell as seeing the billed charge you referenced.
  
  To remedy your dispute, we have credited the charge for the Internet service shown on your May bill in full.  You will see this full credit on the next bill that you receive from us.
  
  Should you have any other questions about your cancelled internet service, or, any of your other services, just give us a ring at ###-###-####.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus
  
  

  Customer Answer

  Date: 13/05/2024

  
  
  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:26/02/2024

  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 recently received an offer from ******* ****** to come back, offering a plan with 50GB of CAN/US calling and data for $29, or $25 if I bring my own phone.
  
  That same day, on February 15, 2024, I contacted you via 611 to see if you can match this offer. In 13 minutes and 37 seconds on the phone, I was offered a plan for $39.99 with 60GB, which I accepted, but I requested to be contacted by the executive office as I felt the offer should be improved to better match *******'s $25 deal. However, I never received a callback, even though the agent, who claimed to be a retention agent for Virgin Mobile in Canada, assured me that I would and she assured me that she switched the plan to the 'loyalty plan'.
  
  I have yesterday received a bill from Virgin which for some reason is sent to me via text, not email, that did not reflect the change to the agreed-upon plan. When I called today to address this, the conversation was difficult due to background noise from the agent's end. When I asked to be transferred to a supervisor, the person I was connected to did not seem to understand my question and did not focus on my issue, ******* ****** ** ****** ***** *** *******
  
  Given this poor service experience *** ***** **** *** ******* from Virgin Mobile, I am considering switching providers. Can Virgin Mobile address this issue and make amends for the misinformation and inconvenience I have experienced?
  
  ****** ******

  Business Response

  Date: 20/03/2024

  Hello ******
  
  We are sorry to hear about your negative experience.
  
  Checking your account, we can see that Virgin has made multiple attempts
  to contact you following this complaints submission to BBB.
  
  To get in touch with Virgin, please use the options shown at *************************.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:21/02/2024

  Type:Customer Service Issues
  Status:

  UnresolvedMore 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 would like to express my disappointment on the virgin plus customer service I received today.
  
  I had been following up for my referral bonuses since last November and one of the escalated care manager Sam told me I would receive the credits on next billing cycle after couple following calls
  
  2 months later, I still do not see the credits bill so I called again today. Spent over an hour and the other escalated case manager couldn’t provide a satisfied answer.
  
  At first he told me I was not eligible for the referral credits because I didn’t signed up for the referral program even I told him I received the emails showing my friends used my referral link and also show successful on the referral dashboard.
  
  And then he told me it was because of my plan was not eligible. I even read the team and condition on your website (****************) to him and asked him in which line that shows my plan was not eligible and he couldn’t explain.
  
  And the end, all he could tell me was in his system it shows my referral was invalid and will not provide further explanation nor investigation.

  Business Response

  Date: 22/02/2024

  Hey there *****,
  
  We are truly sorry to hear about your negative experience
  with Virgin Plus regarding your Refer a Friend credits.
  
  When reviewing your account, we see that you reached
  out to our Executive Office team to address your concerns after you had sent
  this note our way.
  
  To confirm, after your conversation with our Executive
  Office team on February 20, 2024, they escalated your concern and noted they
  would call you back with more information once they have it.
  
  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: 02/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: no response from virgin at all even follow up email had sent to executive office 
  
  
  
  Sincerely,
  
  
  
  ***** **

• Initial Complaint

  Date:02/02/2024

  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 had inquired about having Virgin Internet installed in my home. I was told that there were no current lines run into my home and that I’d have to pay to have them run so a week after inquiring I cancelled and told them I’d have to get it elsewhere. They billed me and told me I’d have to pay for the month. I do not even have a modem! Then this week I received a letter telling me I owe them $358 from a **** law office. I called and the gentleman told me to pay. I asked if he’d pay at a grocery store and leave without any groceries? He then proceeded to tell me “I will ruin your credit report if you do not pay”. I am not paying for a service I never had. **** ** ** * ***** **** 

  Business Response

  Date: 05/02/2024

  Hello *****
  
  We are sorry to hear about your negative
  experience with the billing of your Virgin Plus service. 
  
  Can you please provide us with the account
  number of the Virgin Plus service you are disputing the billing of?
  
  Awaiting your reply,
  Virgin Plus 

  Customer Answer

  Date: 06/02/2024

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

  as requested by Virgin Plus here is all the  information linked to my accpunt 

  Virgin Plus Order # ********
  August 4, 2021
  
  
  Account # ************
  First bill August 14, 2021 
  Billed every month until February 15, 2022 when I called in to ask why I was being billed and cancelled a week after inquiring 

  Last week, January 27th I called the number on a letter I received stating it was a law office regarding this matter  **** ** *** * *** ******* ** ** * **** **** *** *********** *********** ********** *** ****** ****  the gentleman told me to pay, I refused to pay for a service I did not use *** ** ********** ** ***** ** ****** *******  

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

  Business Response

  Date: 15/02/2024

  Hi *****
  
  Failing to pay an overdue balance will impact your credit report – that is
  a fact, *** * *******
  
  This complaint and the account you mentioned was included in your prior
  BBB complaint ******* which had been closed in February of 2022.
  
  Virgins position remains unchanged from that which was provided in
  response to your prior BBB complaint *******.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 22/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: a lawyer has already contacted you regarding this and it was dealt with. I will not be paying any account that was not active. I did not have service with you and therefore will not be paying you anything. * ******** *** **** *** *** ** *** ** **** * ******* *** ***** ** ******* **** ** *** *********** *** ***** **** ** **** **** ** ** **** ****** 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 01/03/2024

  Hi *****,
  
  Virgin’s position remains unchanged. Topics of
  this dispute was provided in response to your prior BBB complaint *******
  
  Should you have any new questions or concerns,
  please do not hesitate to contact us ###-###-#### or *************************** –
  we’re here to help!
  
  Take care,
  
  Virgin Plus

  Customer Answer

  Date: 01/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  I have been asked for the name of an upper management level manager for my lawyer to AGAIN address this issue. You have done absolutely nothing to rectify this issue after he last communicated with you and the matter was suppose to have be resolved. I assume you get this name to me ASAP so he can get all paperwork sent over promptly 

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

• Initial Complaint

  Date:02/02/2024

  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.

  On January 19, 2023 I was charged 200 from virgin plus’s. I called customer service and told them I did not authorize the charge.
  
  The system made a mistake and accidentally charged me 200 dollars *** *** ****** * ** **** **** ** **** ** * ****** *** *****.
  
  I called customer service and told them they took 200 from my bank account. Virgin noticed the error. Virgin then proceeded to refund me but I have to wait 4 weeks!
  
  * ** ****** ** ***** *** * **** ******* ** **** * *** ** ****** ***** **** *** **** *** *** *** *** ***** ** *** **** *** ********* I am upset that they did this and now I have to wait almost a month for my money back. They will not even give me back the full amount.
  
  I had to change phone companies. This is the second time they accidentally took more money from my account. They did the same thing ealier last year. I tried to pay a bill and it charged me multiple times. I had to wait 4 weeks for my money back. I received an email confirming refund on September 4, 2023.
  
  I called on January 19, 2023 to be refunded. They have yet to provide refund confirmation email. So I asked to be refunded but I was not… * **** ******** ****** ** *** ******* ************ ******* * ********* * **** ******** * ****** **** ** ** **** ************ *** ** ****** ********  
  It’s unfair that they keep making be behind on bills! I will be leaving their company urgently but I deserve my money back and compensation!

  Business Response

  Date: 05/02/2024

  Hello ******
  
  We are sorry to hear about your negative
  experience with the billing of your Virgin Plus service.
  
  In your complaint you mention that Virgin took
  $200 from your bank that you had not authorized.
  
  When we checked your account, we were able to
  see that you had provided Virgin with a pre-authorized payment method (direct
  debit) on December 7 2023 and accepted the Terms for the pre[-auth payment
  method.  This includes allowing the full
  value of your bills to be charged to the pre-authorized payment method you
  setup.
  
  The next bill to follow your addition of the
  pre-authorized payment method that you’d setup was your January 2, 2024
  bill.  The total of that bill was $207.89.  This is the exact amount that Virgin deducted
  from the pre-authorized payment method you’d provided for Virgin to use.  The pre-authorized payment of your January 2
  bill had processed on January 20, 2024.  There is no error in this charge as it’s a pre-authorized
  payment method you’d provided Virgin and agreed that the full value of your
  bill would be charged to it.
  
  Since your last bill date, for which your
  pre-authorized payment method had paid the entire balance of - there was an
  additional payment of $73.99 that you’d provided to Virgin aswell as Virgin
  providing you a credit of $56.50.  The
  total value of these is $130.49 and would be a credit balance that’d otherwise
  carry onto your next bill.
  
  Instead of this credit balance carrying forward,
  we see that you requested Virgin to refund this credit balance on January 20,
  2024.
  
  With respect to the timing to receive this
  refund – in the communication you’d shared it shows that the timeframe to
  receive a refund is expected to be 20 days.  The refund mentioned in this new complaint was
  created January 20 and its delivery method will be a cheque, mailed to the
  billing address on your account.  20 days
  have not yet passed.  Please remain
  patient while the previously mentioned processing time lapses for you to receive
  this refund.
  
  Should you have any other questions about the
  billing of your service, please contact Virgin Plus directly at ###-###-####.
  
  Kind regards,
  Virgin Plus 

  Customer Answer

  Date: 05/02/2024

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

  * ** ************ ******* *** *** ****** I did not request to be credited!! I was not supposed to be credited by you! I paid my entire balance and your system did not recognize my payments. So you pre-authorized me for December and January bill. Your system did not recognize my December payments. You charged me the incorrect amount and I’m disappointed that you are not taking accountability for it. 

   

  on the phone. I was told that my money will return in four weeks. Then I was told that my money will return after February 2nd. Now I am being told that I will receive a cheque? You guys are not giving me a valid refund date. 

   

  * **** ******** * **** ** *** ****** * ******** **** ****! One email confirms that my balance should be 0.00. So why was a charged 200? If my balance was supposed to be 0.00. 
  

  I am supposed to be refunded 207.00-73.00 Wich should equal 134.00. Additionally I was supposed to be refunded for the services I did not use since I cancelled my services with your company. That is an additional 50 plus dollars. 

  
  I want my money back urgently. I **** ***** ** *** *** *** *** *************** *** I hope bbb can assist me with suing your company for unauthorized charges. 

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

  Business Response

  Date: 09/02/2024

  Hello ******,
  
  Thanks for taking the time to write back.
  
  As previously mentioned, you had provided Virgin
  with a pre-authorized payment method (direct debit) on December 7 2023 and
  accepted the Terms for the pre-auth payment method.  This includes
  allowing the full value of your bills to be charged to the pre-authorized
  payment method you setup.
  
  The refund was created January 20, 2024 and its
  delivery method will be a cheque, mailed to the billing address on your account
  via ****** ***** 
  
  Please remain patient while the previously
  mentioned processing time lapses for you to receive this refund.
  
  Should you have any other questions about the
  billing of your service, please contact Virgin Plus directly at ###-###-####.
  
  Kind regards,
  Virgin Plus 

  Customer Answer

  Date: 15/02/2024

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

  I have already provided proof confirming my balance was 0.00. W*** *** **** *** ***** ** ********** ********** *** * **** **** ********* **** ******* ****** *** * ***** *** ******* ** **** *****. I find it funny that you will not admit to the error. * **** ********* *** ******** ********** ** ********
  

  it will be four weeks tomorrow and I did not receive anything from you. Please give me my money back! **** ** ********** **** 
  

  with proof confirming my balance and me not receiving my refund within the four week period.  * **** **** *** **** ******* ** ** *********** *** *** **** *** ********* *** **** ****** ** ** *****

  **** ****** *** ****** ** **** ****** *** ******** I hate the fact that I had to cancel from you but this is my second time you charged me a high amount. The first time it was over 300.00. * ***** **** ** ********
  

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

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

  Customer Answer

  Date: 04/03/2024

  I made a complaint before. Virgin system charged me an additional 130.00$ on January 20, 2024 Prior to February 20, 2024. A virgin executive called me and said if I don’t get my money by February 20,2024. To call back and have the money returned to my card using my pre-with debit Virgin mobile promised to give me my money back on February 20, 2023. I did not receive anything on that date. I called virgin and they said I had no choice but to wait until the end of the month! Today is the end of the month and I have nothing. I called again. I said please give me my money. They are trying to tell me I have to wait until April 2 ! I do not agree to this! Please honor what you tell me! I want my money back. * ** ******** ***** ** ***** ** ***** ****** * **** **** ** ***** **** **** ** ******* *** *** ******** **** *** You promised you will give it back in four weeks. * **** **** ****** *** ******

  Business Response

  Date: 05/03/2024

  Hello ******,
  
  Thanks for taking the time to write back.
  
  As previously mentioned, the refund was created
  January 20, 2024 and its delivery method was cheque, mailed via ****** ****.
  
  Our Refunds Team has confirmed that a cheque was mailed
  to you via ****** **** to the address on file:
  
  *** ****** **** **** ***
  ********* ** *** ***
  
  Should you have any other questions about the
  billing of your service, please contact Virgin Plus directly at ###-###-####.
  
  Kind regards,
  
  Virgin Plus 

• Initial Complaint

  Date:18/01/2024

  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.

  On September 5th 2023, I received a data overage warning on my cell phone. Just Three days later, on the 8th, I called Virgin customer service to change my plan from 12G of data to 45G. More than enough to cover the overages.
  
  I was advised by the agent the best wat to change my plan was VIA the phone App. When I attempted to do this, I was unable to access the plan he had described. So, I called back and the next agent changed my plan manually, for me. Both agents assured me that my plan would be backdated to the 5th in order to cover the overage and to DISREGARD THE OVERAGE WARNING.
  A few days later I received another data overage warning. So, I called back yet again to inquire what was happening. The agent told me that the change had not taken effect for some reason, and that they had now fixed it. Again, I was told this would be backdated to cover the overages and to disregard the overages notice. I was also told that everything would be balanced out on my next bill and they would waive the service change fee for my troubles.
  
  When I received my next bill I was mortified to receive an additional charge of $929.79 in Data overages, plus $90 in service change charges. This Totals $1031.49 including HST.
  
  Since that time I have spent NO LESS than 10 HOURS between phone calls and emails trying to get this resolved. *** ****** *** **** ********. Several agents told me I was correct but they couldn't help and transfer me off. I was finally referred to the escalations department and delt with a, Richard H. He continued to make this process extremally ********* *** unnecessarily difficult. It would be a simple matter for him to listen to my calls to hear that I am correct. He refuses to answer my questions clearly and as of yet, has only corrected 50% of the error. Now it seems he has cut off communication all together, as I have not received an answer to my last email sent a few weeks ago. * ***** **** **** ** * ******** ****** ** ***** ** ***** *** **** ***

  Business Response

  Date: 18/01/2024

  Hi *******
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin service.  When checking your
  account we were able to see the data usage charges you’d referenced.
  
  In review we were also able to see that a series of changes had occurred
  in and around the time that the disputed charges had occurred with intent to accommodate
  your usage and prevent the overage from occurring.  It was also observed that prior to today,
  Virgins team had reduced the disputed data overage down to $500, plus tax.
  
  To remedy your dispute, we have credited the remaining $500 plus tax
  data overage from your September 2023 bill. 
  This adjustment will be reflected on your account immediately. 
  
  Should you have any other questions about your Virgin service or its
  billing, please reach Virgin directly at ###-###-####.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 24/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still receiving messages that my phone service will be cut off, and my Virgin account balance is incorrect . I have to still, call in and explain to an agent the situation to have service turned back on. My phone bill SHOULD be current. There are several late payment fees, interest fees, reconnection fees, ect. on my bill that were charged erroneously, as a result of the original overcharge.

  In addition, there is nothing offered to me, to even attempt to compensate me for my time, inconvenience *** ******. This was literally, hours and hours, of my time dealing with this issue for nearly 5 MONTHS! *** ****** *** *********** *** ************* Virgin is still doing the VERY LEAST it can possibly do, to correct the situation. Virgin should be offering me something to compensate me for my trouble's as well. I understand they don't have to,,, but if thy want to retain me as a customer they should. This is an FYI for them. 

  
  I would like somebody to please review my statements, as far back as the original mistake on the September 2023 statement, and credit me back any incidental overages caused by this error. And, some sort off compensation for the terrible experience. 

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

  Business Response

  Date: 26/01/2024

  Hello *******
  
  With respect to your billing and the late
  payment charges you’ve mentioned – In review of your account it has been
  observed that the last instance of a bill for your service being paid in-full/on-time
  was one year ago (January 2023).  All
  bills after have carried an overdue and unpaid balance forward.  For this reason, late payment charges or
  other affects of your persistent overdue balance are not found to be an error.
  
  We kindly ask that all overdue amounts owed for
  your service be paid as soon as possible to avoid further action to collect it.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 04/03/2024

  To whom it concerns, 
  
  The last letter I received from an anonymous individual at virgin was *** **** ******** **** ***** ** ******* that I have ever read in my life. It's no wonder the ********** person who wrote it did not have the courage to put their name to it.  ***** *** *** ******* ** * ******* *************
  
  In my last letter, I had asked Virgin to refund me the false charges placed on my account, such as late payment fees, going back until last August. This is the last time I received a correct bill, 6 MONTHS AGO! Its difficult to know what to pay when your bill is completely incorrect. Instead of doing what I requested, the agent at virgin took the time to criticize me for not paying some of my bills exactly on time even though they were clearly incorrect. D***** * **** **** ******** ** ********* *** ***** **** ***** *** ********** **** **** ***** ***** *** ***** *********** * ***** **** ** ** ***** ********* ********
  
  In addition, they stated that the late payment and interest fees were a result of charges carrying over from up to a year ago! Given that this individual stated they reviewed my account, then they would have seen that the last time I received a correct bill, August, my late payment charges were $2.07. And also therefore, would have to of know that the fees would have "rolled over as they stated," on to the the bills that were overcharging me. " I WOULD LOVE  TO SEE THE PERSONS MATH ON THEIR EXPLANATION! The fees I'm referring to, as I stated clearly, were applied after August and are obviously calculated on an erroneous amount! 
  
  Once again, I demand that Virgin:
  
  Refund all of the FLASE interest or late payment charges going back to last October.
  Provide me with a substantial credit to compensate me for the hours and hours and hours of time *** ****** * **** *********
  
  If the agent who receives this letter is also not capable of doing the basic math to calculate this, please let me know and I will do it for them. 
  
  Since virgin has clearly been aware of this these false charges for MONTHS now and have refused to refund them, **** ********* *** ******* *** **** **** ******** ******** ******** ** *** ***** ******

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

  Business Response

  Date: 04/03/2024

  Hello *******,
  
  Thank you for your feedback. Our position remains
  unchanged.
  
  Late payment charges or other affects of your
  persistent overdue balance are not found to be an error. We kindly ask that all overdue amounts owed for your
  service be paid as soon as possible to avoid further action to collect it.
  
  Kind regards,

  
  Virgin Plus

  Customer Answer

  Date: 08/03/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: You have been charging me late payment fees on not paying the $1000 that was incorrectly billed to me. **** ** * *********. What is so hard for you to understand about this?

  Refund all of the late payment charges going back to last September immediately. then credit me for all my wasted time. ***** ** ** ****** **** ***** **** *** ** ** ***** ******* ******

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

  Business Response

  Date: 20/03/2024

  Hello *******,
  
  Thank you for your feedback. Our position remains unchanged.
  
  Late payment charges or other affects of your persistent overdue balance are not found to be an error. We kindly ask that all overdue amounts owed for your service be paid as soon as possible to avoid further action to collect it.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:17/01/2024

  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 purchased a mobile plan with Virgin Plus on Nov 24, 2023 (Blank Friday Promo $34/40GB). I never received my SIM card and I called back a week later and Virgin said my order got canceled and they do not know why. After transferring me multiple times they said they will order me another SIM card and honor the Black Friday Deal I got ($34/40GB). However when I received my SIM card I found they give me $45/40GB plan instead of the deal they promised. So I called back and they said they can't honor that deal. I called back multiple times and the issue got escalated and they said they will call me back (I never got call back). I never put on my new SIM card or activated my account because I don't want activate my service until the issue is resolved. However I started to receive bills and it seems Virgin activate my account since the date they sent me my new SIM card. So I called back and told the agent I don't want the service anymore as it's been too long and they are not resolving my issue. The agent told me that my account is not set up and I don't need to pay the bills as there's no plan on my account and my service is canceled. He also said someone will call me back but no one ever called me back. However I'm still receiving bills so I called back one last time to check what's going on on Jan 12, 2024. The agent is very rude and hang up on me and not helping me. As of today I'm still receiving bills for something I did not activate or even canceled. My credit score is effected due to these bills. I want my bill adjusted and credit score corrected. I also want the agent who hang up on me get proper training.

  Business Response

  Date: 18/01/2024

  Hi ********
  
  We are sorry to hear about your negative experience ordering a new
  service from Virgin Plus.
  
  When checking the account related to the order you mentioned, we see
  that you had been in contact with Virgin directly and as a result, it was
  cancelled effective January 12, 2024.
  
  To remedy your dispute, we have credited the outstanding balance in-full
  from you cancelled account associated with your disputed order.  With this credit applied, there is no longer
  a balance owed on the cancelled account and no payment will be required toward
  it.
  
  Should you have any other questions about your cancelled Virgin Plus
  service or its billing, please contact Virgin Plus directly at 1-888-999-2321.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 18/01/2024

  
  
  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:04/01/2024

  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.

  On Nov 24, 2023 I entered into a Bring-Your-Own-Phone agreement with Virgin Plus on a month-to-month basis through the reseller WirelessWave. Without any notice on the same day there was a hard check on my credit history, and my score dropped by 15 points. I am now considering applying for mortgage and there is a high risk of getting rejected.
  
  The customer support agent at Virgin Plus explained to me that the cause of the credit check was to "assess the application and to confirm your identity." This makes no sense as there are other less harmful methods available. In fact, that's what a soft check is for. Furthermore, the Membership Agreement does not state anywhere that a hard check will be required. It only mentions that there may be a credit check, which was explained by the WirelessWave sales person as a potential soft check if required at all.
  
  I am requesting that the hard credit check be reverted and removed from my credit history.

  Business Response

  Date: 04/01/2024

  Hey there *******,

  We are sorry to hear about
  your negative experience with Virgin Plus.
  
  Included with the Agreement you were provided when you
  activated your Virgin Plus service is the Terms and Conditions of Service. Those
  Terms and Conditions of Service state the following about the topic of credit
  reporting:
  
  4. Does Virgin Plus collect, use or disclose my credit information? If you are a Postpaid Member, then by accepting this Agreement you consent to our conducting credit checks on you, and our use and collection of your credit and payment history from another Bell company, credit reporting agencies or other credit grantors to assess your creditworthiness, update your information, activate your ordered services, or assist in collection efforts, all from time to time. You also consent to our disclosure of your credit and payment history with other Bell companies, to credit reporting agencies and credit grantors to assist with assessing your creditworthiness, and to collection agencies to assist with the collection of monies owed, all from time to time. Prepaid Services are available without a credit check.
  
  As indicated above, an assessment was required to determine your
  credit worthiness. This was necessary to ensure you qualify to activate your
  service with us.
  
  You can visit the following link to see a definition of hard
  vs soft credit checks:
  
  ****************
  
  From the above link you will understand that it is not
  possible for Virgin Plus to do a soft check when performing a credit check to
  determine your credit worthiness for a new service you were applying for.
  
  If you have any other questions about Credit Reporting,
  please consult ******* directly at ###-###-####.
  
  Should you have any questions or concerns, please do not
  hesitate to contact us at ###-###-#### – we’re here to help!

  
  Best regards,

  
  Virgin Plus

  Customer Answer

  Date: 04/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as mentioned originally the Agreement did not specify the type of the credit check, hard vs soft, and after inquiring about it I was told be the reseller that credit checks would be soft. As I was looking to apply for mortgage in 2024 I would ABSOLUTELY not have agreed to the terms of a $30 phone service to jeopardize a $1M loan (and the opportunity to own my own place).

  As I was not applying for any loan or credit with Virgin Plus I had no suspicion to raise with the reseller or with Virgin Plus. I accepted the reseller’s statement as the official clarification of the Agreement which had left the terms vague at only “credit check”. Ultimately Virgin Plus impacted my credit score without my consent and I request an adjustment. If needed I am more than happy to cancel my contract and go back to ****.

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

  Business Response

  Date: 09/01/2024

  Hey there *******,

  Thanks
  for taking the time to provide additional feedback.

  Our position remains unchanged, for more information on credit checks preformed, or for questions about Credit Reporting, please consult ******* directly at ###-###-####.
  
  Should you have any questions or concerns regarding your Virgin Plus account, please do not hesitate to contact us
  at ###-###-#### – we’re here to help!
  
  Best regards,
  
  Virgin Plus

  Customer Answer

  Date: 20/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because neither the Agreement nor the reseller informed me of a hard credit check as a requirement. I did not apply for credit with Virgin Plus.

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

  Business Response

  Date: 24/01/2024

  Hey there *******,
  
  Thanks for taking the time to provide additional feedback.
  
  Our position remains unchanged, for more information on credit checks
  preformed, or for questions about Credit Reporting, please consult ******* directly at ###-###-####.
  
  Should you have any questions or concerns regarding your Virgin Plus
  account, please do not hesitate to contact us at ###-###-#### – we’re here to
  help!
  
  Best regards,
  
  Virgin Plus

  Customer Answer

  Date: 30/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because there is a life-altering difference between a hard credit check and a soft check, and the Agreement did not specify which was applicable. To clarify this I asked the reseller and they said it was a soft check.

  Your responses are merely to cover up for the fact that it’s not in the best interest of your Business to ask for consent because otherwise, there’s a clear difference between the consequences of the two credit checks. Metaphorically, a red light is a light, so is a green light. Crossing one light leads to a different consequence than the other, right?

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

  Business Response

  Date: 05/02/2024

  Hey there *******,
  
  Thanks for taking the time to provide additional feedback.
  
  Our position remains unchanged.  For more information on credit checks preformed, or for questions about Credit Reporting, please consult ******* directly at ###-###-####.
  
  Should you have any questions or concerns regarding your Virgin account or its billing, please contact Virgin directly at ###-###-#### – we’re here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 07/02/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because of the previously stated reasons.
  
  
  
  Sincerely,
  
  
  
  ******* **************

• Initial Complaint

  Date:02/01/2024

  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.

  In beginning Sept 2023 I ordered a 2nd phone to my plan over the telephone. He assured me that it would be delivered to my door in 2-3 days via ****** ****.
  The phone never came. They had sent it to the wrong address.
  I have been getting billed every month for this phone i don't have. They can even see that no calls on it have ever been made. It's been 3 months and 20 + phone calls, and they haven't done a thing to resolve this. They keep telling me that if they cancel the phone, i have to pay out the contract. How can i have a contract without the actual phone?????
  I'm so fed up, I have to spend hrs begging them to 0.00 out that portion of the bill because i don't have the phone.im not paying for something i never received. Every time i get my bill is a fight. They constantly tell me I'll get an email but i never do, in regards to this. They keep putting me on hold and hand my call off to other people time and time again and knowone is willing to help. I'm not sure what is happening but it's been 3 months.
  I have since then gotten 3 more phones on my account with Virgin( for my company) but bought them from a store as they are mot yo be trusted. * ** ********* *********** ******* **** ******** *** **** ****** ****

  Business Response

  Date: 03/01/2024

  Hey there *****,
  
  We are sorry to hear about
  your negative experience ordering a phone from Virgin Plus.
  
  When reviewing your account,
  we noticed that you had a complaint active with the CCTS for the same topic.
  
  To avoid any crossed wires,
  we will reply through that avenue only within the allotted CCTS timeframe.
  
  Should you have any immediate
  questions or concerns regarding your account, please do not hesitate to contact
  us at ###-###-#### – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 03/01/2024

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

  I want to make sure that this gets resolved this time. I would prefer that both BBB and CCTS work on this with you. Whomever that helps resolve this quicker the better. This needs to get resolved asap as that is why I have put in a complaint with both parties involved. This has been ongoing for over 3 months with no communication on your part until I filed complaints with BBB and CCTS.

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

  Customer Answer

  Date: 15/01/2024

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

  I don't understand why you cannot deal with BBB as well.  Its clear to see that you have not moved further along in this case with CCTS either. 

  I need this resolved, I need that phone removed from my bill, as I never recieved that phone. This is going onto the 4th month of you doing nothing to resolve this issue as to why this happened.  This is not right! 

   

  
  
  
  Sincerely,

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

  Business Response

  Date: 16/01/2024

  Hey there *****,
  
  Thanks for providing additional feedback.
  
  As previously mentioned, we will reply through the CCTS only within the allotted CCTS timeframe.
  
  Should you have any immediate 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:22/12/2023

  Type:Billing Issues
  Status:

  UnresolvedMore 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 for cell service. Cannot connect to the service even after 2 days of trying and hours on the phone troubleshooting with VirginPlus employees. Was told different things by each person I spoke with. Am asking for my money back because they have not provided the service I paid for *** * **** ** *** ******* ******** *** ** *** **** ******* ******* ** *** ****** ** ******* * ******* **** ****** They claimed it cannot be refunded. I am seeking help here because I have already spent hours with them trying to sort this out and it was not resolved. I can understand if they don't refund for unused minutes and data but in my case they havent given me anything to use! They havent fulfilled their end of the deal and I expect a refund. Please help!

  Business Response

  Date: 22/12/2023

  Hey there ******,
  
  We are sorry to hear about your negative experience
  with your Virgin Plus Prepaid service.
  
  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 Prepaid phone number?
  
  We are unable to locate your account, ***** *** *********** *** *** ******** ** *** ****
  
  Awaiting your reply,
  
  Virgin Plus

  Customer Answer

  Date: 22/12/2023

  
  
  Complaint: ********
  
  
  *** **** *** ** ******* *** **** **** *** ******* * ** ***** **** *******

  They are asking for the phone number - it is ### ### ####
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 22/12/2023

  Hi ******
  
  Thanks for providing the phone number for your
  Prepaid service.  We are sorry to hear
  about the trouble you’ve had using the service.
  
  When checking your account we were able to see that
  you had applied two separate top ups ($25 and $15) to your account on December
  20th.  On the same date,
  payment for your $40 plan had deducted from your Top Up balance, however, the
  top up balance for the account was $0 following this plan payments deduction.
  
  A prepaid account with a $0 balance will not
  function, regardless of its plan being paid. 
  Below is a snip from the Terms of Service where this is mentioned:
  
  ---------------
  39. How does Virgin Plus bill me? Your billing arrangement depends on whether we are providing you with Postpaid or Prepaid Services. You must pay all Charges, plus applicable Fees and taxes.
  (b) Prepaid: If we are providing you with Prepaid Services, you will not
  receive a monthly bill. You must maintain a positive balance of funds in your
  Prepaid account in order to use the Services. To add funds to your account, you
  must "Top Up". Taxes are extra. 
  ---------------
  
  It was observed that Virgin agents provided a
  small credit to your Prepaid balance to bring it above $0 (to $1.45) and that on
  December 21, your plan was swapped to another that’s the same price ($40) while
  maintaining the same top up balance of $1.45 to allow your service to be able to
  function.
  
  We trust that your service is now functional
  with your plan being active and a positive balance now held on your Prepaid
  account.
  
  If you encounter any issued using the active
  service, please contact Virgin directly for troubleshooting and support. The
  number to reach Virgin is ###-###-####.
  
  Kind regards,
  
  Virgin Plus 

  Customer Answer

  Date: 03/01/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  You have not addressed what was the main problem I raised in this complaint.  The issue was NOT the 1.45 top up.  The issue was that even after the balance was brought above 0, the phone did not work and each agent I spoke with gave me a different reason -- eg. there was an outage in my area, which there was not.  One agent sent me to a technical person at **** ****** which got very confusing because they thought I was calling about a previous cellular account with them.  ** *** * *****  It was not until I fought to get in touch with a technical person that the issue was resolved, and confirmed to be a SIM card issue.  I spent hours on the phone with agents trying to resolve what turned out to be a simple issue.  That is what I wrote about in my complaint here.  I paid for cell phone date and minutes which I did not receive and they would not refund the amount I paid.  I asked for a refund so I could purchase data and minutes from another provider ******* * ****** ********* ****** ** *** **** ***** and you could not provide that.  But now that you bring up the other issue I would like to add that the first agent I spoke with, who arranged the top ups of 25 and 15 did not tell me that I would not be able to use the phone because there would not be a positive balance.  ** **** **** *** **** ********* * *** ***** **** **** ********  Why did she arrange tops up to add up to 40 if it wouldn't enable me to use the account?   

  Since in the end I only lost a few days of service, I would be happy to receive a credit on the account for when I next need to activate it.
  
  
  
  Sincerely,
  
  
  
  ****** *****