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:12/09/2023
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Virgin 2 yr contract with cell service. Virgin is not keeping their part of the contract agreement. The voicemail does not work. The press #1 to speak to an agent never works either. According to V. agents the reason is there is no Cell Tower in our area. If they cannot provide the agreed upon service then they should not expect customers to purchase this 2 year contract.
Business Response
Date: 13/09/2023
Hi ****

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

When checking your account we can see that you’ve been in touch with
Virgin by phone today, September 13 to address the concerns you’ve mentioned.

Should you have any other outstanding concerns about your services,
please get in touch with us directly by calling 1-888-999-2321 or by using any
of the contact methods shown at www.**********************

Best regards,
Virgin Plus
Customer Answer
Date: 13/09/2023

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:16/08/2023
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.
- There was an existing internet service under my father name
- A new line was started under my name due to new customer promo for the same house address with ****** - as part of starting the new line, the old line was to be cancelled. however Virgin continue to DOUBLE charge, both myself for the active internet line, and my father for the inactive line
- the new line was started January 10th 2022
- the ongoing unauthorized charges were discovered August 10th 2023.
- virgin has been charging for internet ( Account number: ***********) that was suppose to be cancelled
- Virgin mobile has been charging for 19 month

2022:
11 months:
Total $776.93

2023:
8 months
Total $587.60

Grand Total: $1364.63

requesting they refund the grand total plus 5% interest for the payment collection
Business Response
Date: 17/08/2023
Hi *********,

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

When reviewing your fathers
account, we can see that it was cancelled at your request on August 10, 2023. Unfortunately,
there is no indication that a cancellation was requested at an earlier date.

We can see that you have been
in contact with our Executive Office team who has offered to credit 90 days or
3 months of charges as goodwill, should you wish to have this applied, please
contact them directly at *********.******@virginplus.ca.

Should you have any questions
or concerns regarding your account, please do not hesitate to contact us *****************/contactus – we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 17/08/2023

Complaint: ********

hello, you are correct that I did send an email to the executive office. However there was no acknowledgement of my email . As for 3 months of refund does not make sense since I was not using the service. It's on your part to prove that it was not cancelled. Indeed a call was made to cancel, please check your records between both accounts, *********** and *********.
Why have you been charging for a service that was never used? ****** *** *** ***** * **** ** **** ********* ******. I would like the full refund for the amount.
Sincerely,

********* **************
Business Response
Date: 11/09/2023
Hi *********,

As previously mentioned, our Executive Office team
has offered to credit 90 days or 3 months of charges as goodwill, should you
wish to have this applied, please contact them directly at
****************@virginplus.ca.

Should you have any questions or concerns
regarding your account, please do not hesitate to contact us
*****************/contactus – we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 15/09/2023

Complaint: ********

I am rejecting this response because:
I dont want you good will gesture, i want the full money we overpaid. You are already getting payment each month. Take responsibility for your mistake and refund us the money owed.

Sincerely,

********* **************
Business Response
Date: 19/09/2023
Hi *********,

Thank you for the reply. Unfortunately,
our position remains unchanged.

There is no indication or evidence to suggest
that cancellation of your fathers account was requested prior to August 10,
2023.

As a gesture of goodwill for your negative experience,
our Executive Office team has offered to credit 90 days or 3 months of charges,
to have this applied please contact them directly at *********.******@virginplus.ca.

When reviewing your account,
** ******* **** *** **** **** ***** * ********* **** *** **** * ************** ***** ******** ** **** **** ***** ******* **** ******** ****** *** ******** ********* ** ***** *** ******* ******

Should you have any questions or concerns
regarding your account, please do not hesitate to contact us
*****************/contactus – we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 21/09/2023

Complaint: ********

Well escalate this and stop sending me the same message without actually doing any work. Take some responsibility. I am already paying you with three other services, I will be cancelling all my services. Not to mention we are already paying you through the secondary internet account that was activated for the same address. Why are you charging me for a service not render? if you look into your system you will see that original internet service for account (***********) was not active once the switch was made to the new service line ********* . Why are you charging for a service that was not rendered? you have been ********* charging for a service that was requested to be cancelled for ************** ************ ****** *** ******* ******** ** ********* ************** ********** *

I am already paying you full price on another line for the same address ********* . take some responsibility and refund me the amount we are owed. *** *********** *** ********* ** *********** *** **** ***** ** * **** **** **** ** ***** *** ****** ******** ** ******** ******

Sincerely,

********* **************
Business Response
Date: 22/09/2023
Hello *********

Our position remains unchanged from that which
was previously expressed. **** ********* **** **** *** ********* ** **** ** ** **** ******* *** *********** ** ***** ********** *****

Best regards,
Virgin Plus
Initial Complaint
Date:16/08/2023
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.
April 27th this year I completed a hardware upgrade at **** *** in Kingsway.
I was offered a promotion that included a $200 bill credit that would be applied to my account after 2 billing cycles once I've complete the upgrade.
I called into Virgin where this has been confirmed multiple times over the past few months.
Recently I was asked to go to the **** *** store to have them call in on my behalf.
While at the **** *** store the Virgin agent is now telling me that there will not be a bill credit even though.
My account number: *********
Phone number: ************
Business Response
Date: 16/08/2023
Hi *****

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

Checking the account number you mentioned, we can see that your disputed
credit was settled on August 14.

Should you have any other questions about your Virgin Plus service, please
get in touch using the contact info shown at www.**********************

Best regards,
Virgin Plus
Initial Complaint
Date:28/07/2023
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.
I signed up for Virgin Plus with my friend's referral in May. I followed all of the steps to make sure the referral went through. However, I haven't received the credit even after three bills. I contacted Virgin Plus but they kept saying I am ineligible for the referral. I am a new customer and both my friend and my Virgin Plus accounts are in good standing. I want to get the referral bonus back.
Business Response
Date: 28/07/2023
Hello ***

We
are sorry to hear you had not been eligible to receive a referral discount for
your Virgin Plus service.

To redeem a referral use the
unique link shared by your friend, redeem the offer (by entering your name and
email address into the referral system) before you activate
your service with Virgin Plus.

Then, within 45 days of unlocking your offer,
buy a phone or SIM card and activate on an in-market Value 2-year or BYOP
mobile phone plan, Or activate an in-market Virgin Plus internet plan (internet
referrals available in Ontario and Quebec only).

After activation, you need to come back to the
referral system and provide your new and active Virgin Plus phone number within
7 days.

Heads up! If you are transferring an existing phone
number from your previous provider, you cannot submit the temporary Virgin Plus
phone number you may be given during the transfer process. If you submit the
temporary Virgin Plus phone number, or submit your existing phone number before
completing the transfer, the referral credits will not be authorized.

Before submitting your phone number, ensure you complete your phone number
transfer, and submit your new (permanent) phone number into the referral
system.

In 1-2 billing cycles, if all eligibility
conditions are met, Virgin Plus will apply the first $5 bill credit to your
account and to the account of the person who referred you. The subsequent $5
installments will be applied for the next 9 months, as long as the accounts
remain open, active and eligible during that time.

To
check the status of your referral once a referral has been redeemed, you can
track it in your dashboard by re-visiting virginplus.ca/refer on
the same device and browser you registered with, or by clicking the dashboard
link in your referral registration confirmation email.

Once
your eligibility is confirmed, we’ll send you an email to let you know and you
will receive the first installment of your credit on your bill within 2-3
billing cycles.

If
your referral did not meet eligibility requirements, it will be noted as
“unsuccessful” in your dashboard.

If you have any other questions about your Virgin Plus services or its
billing, please reach us using any of the options shown at www.virginplus.ca/contact.

Kind regards,
Virgin Plus
Customer Answer
Date: 28/07/2023

Complaint: ********

I am rejecting this response because: I followed all of the steps but Virgin Plus is still not honoring the referral. I would like my credit back.

Sincerely,

*** ****
Business Response
Date: 03/08/2023
Hello ***,

Thank you for providing the additional feedback.

If your referral did not meet eligibility
requirements, it will be noted as “unsuccessful” in your dashboard.

If you have any other questions about your Virgin
Plus services or its billing, please reach us using any of the options shown at
www.virginplus.ca/contact.

Kind regards,

Virgin Plus
Initial Complaint
Date:26/07/2023
Type:Billing Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I ordered a ***** ** on May 14, 2023 from Virgin Plus online acct # *********. I decided I didn't want a two year contract and On May 15 I contacted them and cancelled the order and made sure the phone wouldn't be shipped. I received two monthly invoices Jun22, Jul21 and called customer service to have them corrected.

Spent 90 minutes to have these invoices reversed....to no avail.

I finally spoke to a ********* in accounts today July 22 who said she'd add the comment to my account to have it cancelled. She was going to put me back into Virgin Plus cancellation department and routed the call to ****.

I'm not a customer of Virgin Plus
I cancelled the phone order on May 15...and assumed that they would cancel the monthly billing.

My concern now is the affect this will have on my my credit rating.

I think I've communicated my wishes however I'm afraid nobody at Virgin Plus can cancel these invoices for good.
Business Response
Date: 28/07/2023
Hi ****

Thanks for
bringing this concern to our attention.
We are sorry to hear that your service was activated despite your request
to have its order cancelled.

We were able
to confirm your request to have your order cancelled and that despite this, your
service had still activated. To remedy
this, we have cancelled your service immediately and credited all charges it
had incurred during the time it was active.

With these
steps taken, there is no longer any balance owed on your cancelled account.

Should you
have any other questions about your cancelled Virgin Plus service, please reach
out to us directly using any of the options at www.virginplus.ca/contact. We’ll be here to help!

Best regards,
Virgin Plus
Initial Complaint
Date:20/07/2023
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.
Date is June 18 virgin plus send a text about a payment plan that I didn't agree to and also.send my account number to a phone number that's not on my account.
Business Response
Date: 21/07/2023
Hello ****

We are sorry to hear about your negative experience with the payment
alert you received from Virgin.

To help us better understand the scenario you’ve explained, can you
please provide us with a copy of the exact message you received and where you received
it (ie, to which email or phone number).

Awaiting your reply,
Virgin Plus
Initial Complaint
Date:06/07/2023
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 June 30th, 2023, I attempted to use the Virgin Plus app to pay my phone bill. My balance was $186 and change, and I attempted to pay $100 towards my bill. My first attempt to pay failed, with the app displaying an “Internal error” and prompting me to submit payment again. I did so, and was met once again with the same error. It turns out there was not, in fact, an error, and I was charged $100 twice. When I noticed I had a credit of $12 on my account, I checked my bank statement and confirmed the double charge.

I contacted Virgin Plus support immediately, as I had only intended to pay $100 and due to an error on their end, I was out $200. The support agent understood my concern, and told me that she had went ahead and processed my refund. The previous credit on my account was removed and all seemed to be well.

On July 4th I had not yet received my refund and contacted support once again to see how long it may take, as this error had left me with $0.13 in my account since June 30th and I was beginning to desperately need the money back. Upon looking into it further, the agent had lied to me on June 30th and a refund was never processed. Because it was July 4th, I had received my bill for June on July 1st. I was told by this agent that nothing could be done because I had an outstanding balance, and the $100 I was told would be refunded to me was put towards my July bill, despite the credit being removed from my account on June 30th.

I escalated the situation to management where they repeated what I had already been told. It is not like I intended to pay $200 and just wanted my money back- this was a series of “errors” on the company’s end that ENCOURAGED customers to retry the payment. This is solely the fault of Virgin Plus.

I then had to escalate my issue to my bank and dispute the charge, which will take 3-4 weeks to clear, so regardless I still have to figure out how to survive on $0.13.
Business Response
Date: 13/07/2023
Hi ******,

We are sorry to hear about your negative experience
while making a payment to your Virgin Plus account.

Reviewing your account, we can see that two separate
payments of $100.00 were processed on June 30, 2023.

These payments applied to your outstanding account
balance of $333.35, leaving you with a balance owing of $133.35.

Don’t forget, you can review your account,
payments, balance, usage, update information, view and change your plan details
through your self-serve profile at www.***********************.

Should you have any questions or concerns,
please do not hesitate to contact us www.*********************** –
we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 14/07/2023

Complaint: ********

I am rejecting this response because:
REGARDLESS of my account balance, the second payment was NOT authorized by myself. I was charged twice due to an error on the Virgin Mobile App. I was also **** to by the customer service representative, stating she had issued a refund.

Sincerely,

****** ******
Business Response
Date: 17/07/2023
Hi ******,

Thanks for providing this
additional feedback. Unfortunately, our position has not changed.

While two separate payments of $100.00 were processed on June 30,
2023, they applied to your outstanding account balance of $333.35, leaving you
with a balance owing of $133.35.

Refunds can only be issued on credit balances. To
make payment for your remaining balance on the acocunt please contact us www.*********************** or visit your self-serve profile at www.************************

Kind regards,

Virgin Plus
Initial Complaint
Date:12/06/2023
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.
On March 28th, I ordered a hardware upgrade online (two ****** ** ****, one for each of my lines). The order was incorrectly marked as fraud and was intercepted in shipping, then sent back to the warehouse. I spent dozens of hours over 2 weeks trying to correct this without success; multiple customer service agents gave conflicting information about the phones, the process, and what would happen next. Despite the phones having arrived at the warehouse (per *****), nobody at Virgin could find the phones. It became clear that this issue could not be resolved quickly, so I switched providers. I cancelled my service with Virgin and was assured I'd get a refund when the phones were processed.

I received an email to confirm that the phones had been received by Virgin and that I would receive a refund shortly. Having not received the refund, I called customer service on May 15th. The customer service representative looked into the matter and informed me that the refund had been accidentally sent to another Virgin member. The representative said that the error would be corrected and that my refund (of more than $600) will be returned within 20 days. The representative refused to send any confirmation of that or any record of the conversation. On May 23rd I received an email from the Executive Office who said that the specialist team was in the process of refunding the two payments of $311.36 back to my credit card.

It's now June 8th, and I still haven't received a refund. I followed up again but haven't heard back, so here we are. I'm so tired of dealing with customer service, who don't ever have records of my previous called and who give conflicting information every time I call; this must be either due to a lack of training or is done purposefully. I submitted multiple escalation requests that went unanswered. I would like to see the refund addressed IMMEDIATELY, not in another 20 days, or on the next billing cycle, or whatever response you might come up with next.
Business Response
Date: 12/06/2023
Hi *******,

We are sorry to hear about
your negative experience with Virgin Plus.
We ask that you contact our Fraud and
Preventions team directly at 1 800 509-9904 regarding your payments and account. Our team is available 7 days a week, 24/7 to
take your call.
Once again, we are truly
sorry if this has negatively impacted your experience with Virgin Plus.

Kind regards,

Virgin Plus
Initial Complaint
Date:26/05/2023
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.
Date: April 13, 2023. Amount $1,028.30 they committed to provide me service and privacy of my information. My virgin number for my account is ********** and my account number is *********. Virgin didn't install our internet properly on their back end they gave us a dry loop number that was linked to someone else. Because of this when neighbours in a different unit of our building moved in **** didn't see us on file so they cut our internet connection which was out for a month. **** still charged us for that month & we want a refund, they charged us for some of the other month when we were still out for part of that as well. The dry loop number was ******** **** that was linked to someone else's account - they gave me her full name and address. They gave us all of that information of her and they put our phone number on there as well so both her and our information was compromised and our privacy was violated. The first technician who came to my home told us there was nothing he could do because loop # had to be fixed & I should be able to get a lot of compensation for it even a year of free internet. We called them over the course of more than 3 days talking to over 13 agents who kept giving us wrong information & not recording our talks. We were told by another install technician that they are having many backend issues because of the wrong information Virgin is giving them as well as **** because they are both on one system and it messes things up. I just spoke to a supervisor last week who said he would talk to me & I won't need to talk with anyone else and he would call me back on Monday at 5 pm, he didn't call me back his name is Birgilio and his employee number is *******. Because of violation of privacy, turmoil & work we had to do over days and the cost to someone who work from home with no internet, we want a full refund for the past 2 months & 1 year free internet as mentioned by their technician. Thank you.
Business Response
Date: 26/05/2023
Hello ****

We are sorry to hear about your negative experience with your Virgin
internet service and that you have unresolved concerns about the management of
your personal information.

We ask that you bring your concerns to Virgin Plus directly, more
specifically to its Privacy Ombudsman. To
do this, you can write to:

The Office of the Virgin Plus Privacy
Ombudsman*** ***** ******Ottawa, Ontario K2P 2C4
Or, email at *******@**********.ca.

For any other questions about your Virgin Plus service, please contact
Virgin Member Care directly at 1-888-999-2321.

Best regards,
Virgin Plus
Customer Answer
Date: 26/05/2023

Complaint: ********

I am rejecting this response because:
We are owed the funds for our lost internet and for the turmoil and privacy violation we experienced. We are asking once again for the compensation stated in what we requested in our initial complaint and not going through more hoops when no one would help us on virgin’s side throughout the process as stated previously.

Sincerely,

**** ******
Business Response
Date: 29/05/2023
Hello
****

When
you submit a complaint on BBB, it is given to Virgin to handle, not BBB.
*** ** *** * ******** ****** ** **** ******* Instead, they are a
messenger providing you a platform to enter a message that’s forwarded to
Virgin.

Our
position remains unchanged from what was expressed previously.
Specifically that you bring your concerns to Virgin Plus directly, more
specifically to its Privacy Ombudsman. To do this, you can write to:

The Office of the Virgin Plus Privacy
Ombudsman
*** ***** ******
Ottawa, Ontario K2P 2C4
Or, email at *******@**********.ca.

For
any other questions about your Virgin Plus service, please contact Virgin
Member Care directly at 1-888-999-2321.

Best
regards,
Virgin Plus
Customer Answer
Date: 30/05/2023

Complaint: ********

I am rejecting this response because:
This is Virgin that I am contacting here right now is it not? If so, why do you say reach out to virgin directly? I’ve done so over 13 times over multiple days and was not helped to resolve the things mentioned. As explained previously this is not only a privacy concern it was also being without service and being directed to wrong instructions for days and a lot of work put into trying to fix this, while I work from home - which caused turmoil as well. Why are you not responding to this part of the complaint also? I am asking for a response to this. And we are asking for the compensation. Can you explain to us how the privacy department can financially reimburse us? We would like clarification on these things as well as reimbursement. There’s also no need to tell us what BBB does as we know. We await your response.

Sincerely,

**** ******
Business Response
Date: 01/06/2023
Hi ****

Our position remains unchanged from that which was previously expressed. Please use the instructions provided.

Take care,
Virgin Plus
Customer Answer
Date: 03/06/2023

Complaint: ********

I am rejecting this response because:
We must know about what is the answer of our compensation for lost internet, as well as the turmoil and days it took for us to call many times to get it back. Please give us a clear response. Thank you

Sincerely,

**** ******
Business Response
Date: 15/06/2023
Hello ****,

We ask that you bring your concerns to Virgin Plus directly, more specifically to its Privacy Ombudsman. To do this, you can write to:

The Office of the Virgin Plus Privacy Ombudsman*** ***** ******Ottawa, Ontario K2P 2C4
Or, email at *******@**********.ca.

For any other questions about your Virgin Plus service, please contact Virgin Member Care directly at 1-888-999-2321.

Best regards,
Virgin Plus
Initial Complaint
Date:18/05/2023
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 phone number is **********. In the morning of August 25, 2022, at around 7:40a.m. Vancouver time, I called the Virgin Plus customer service. I told them that I was leaving Canada forever and would like to keep my account until the end of September billing cycle. They promised they would. However, in October 2022, I still received a bill for October cycle. I thought they might misunderstand my requirement and would closed my account in October instead of September. I still paid for the October bill with 39 CAD. But, in November I still recieved another bill. As I was not in Canada, I tried to find their email to explain the situation but couldnn't. I could only reach the online customer service chat and explained my situation. They said as it was online environment, they couldn't check the call record and they gave me a ***** number for free dialing the customer service personnel. However, even the ***** number, it seemed I still need to pay for some euro. So I couldn't make the call. And Virgin Plus kept sending me new bill. They closed my account as I did not top up the account for three months. The accumulated ammount debt was about 106 CAD. Today I received a notice from *** asking me to pay this amount. It was annoying. I have no idea to solve my case. I informed in advance about closing my account as I knew it would be expensive contacting them from oversea. Why I still spent another 39CAD and owe 106CAD and have free way to solve this issue?
Business Response
Date: 30/05/2023
Hey *******,

Thanks for
reaching out to us with your concern. 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.

Since you have stated you are the account
holder and overseas, making it difficult for you to reach us by telephone,
please contact us through an alternative method found at ***************ca/contactus.

Once the account is validated, our team will be able to
discuss any concerns you may have with your cancelled service.

Kind regards,

Virgin Plus

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