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

  84 Lynden Rd. Brantford, ON N3R 6B8

• 

  Virgin Plus

  777 Guelph Line Burlington, ON L7R 3N2

• 

  Virgin Plus

  500 Rexdale Blvd. Etobicoke, ON M9W 6K5

• 

  Virgin Plus

  1250 South Service Rd. Mississauga, ON L5E 1V4

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:05/04/2023

  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 am filling a complaint regarding a data bill Virgin has delivered to my father and I, regarding my phone number-moreover a data overage bill.
  
  Background is as follows: I normally have a datablock added to my plan for a dollar or two a month. On February second, without power (** **** *** **** *** **** ** ********* ****** ***** *** ******), I called into virgin to purchase 2GB of data, so that I could be activeley searching for a replacement generator.
  
  The lady in the phillipenes was very well spoken, I told her that I needed access to data, for a period limited to the end of the billing cycle, which is on the fifteenth of each month. I then told her, that at the end of the billing cycle, in 12 days time I want the data block to be re-instatted, which she assurred me was no problem. I was explicit that I am not to be charged any data for all future billing cycles, to which she agreed, and put a note onto the account. She informs me, that if I need it immediatley their will be a $25 service charge, or I can wait 24 hours and not be charged. I opted to wait, and that was the last communication, until end of march/start of april.
  
  Anyways, long story short, I get back with my generator in the middle to end of March. Upon arriving home, I find a bill for over 1,600 dollars! All occouring in the period of time after February 15th.
  
  I call it in, and first call has poor service and I get disconnected. The second call, the guy put me on hold for about 30 minutes, and then hung up the phone.
  The third time I called, someone higher up answered, and, after "reviewing" the file, insisted that the charges were valid. She tried telling me that I spoke with them a second time on the 7th of February, which is completely false, then cited that the purchase of data on the 7th, resulted in the data block I removed on the 2nd, to not be re-instated. Here in lies the issue, they say the charges are valid, and furthermore the 2gb was only good till 15th feb, charging PPU rates.

  Business Response

  Date: 05/04/2023

  Hello *********
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin service and the data overage charges you’d recently incurred after
  temporarily adding a data feature to your service.
  
  When checking your account, we were able to see the circumstance you’d
  described – having your data block removed and a short term data add-on placed
  on the service.
  
  After the add-on had expired, the data block was still removed from your
  service.  With this, and the data
  continuing to be used, it caused usage charges of $1279.79 plus tax on your
  March bill aswell as $503.96 plus tax unbilled since your last bill date, to be
  applied onto your upcoming April bill.
  
  To
  make this right, we’ve re-added the data block to your service immediately and
  have credited all data overage charges described above ($1279.79 plus tax from your
  March bill aswell as $503.96 plus tax unbilled).  You will see these credits aswell as the unbilled
  usage mentioned above all shown on the next bill that you receive from us.
  
  Should
  you have any other questions about your services, please get in touch with us
  directly using the contact info shown at www.virginplus.ca/contact.
  
  Best
  regards,
  Virgin
  Plus

• Initial Complaint

  Date:03/04/2023

  Type:Product 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 purchased a brand new ****** ** from virgin plus and activated it on Dec 31, 2022. The next day it was malfunctioning (side button not working, stuck in a boot loop) so I called ***** support. ***** advised me the phone was defective and since it’s within the first 14 days of purchase I should get a brand new phone but that I had to get it from virgin plus since that is where I purchased it from. Virgin Plus has been putting me through a huge run around for 3 months. ***** has advised me it’s my legal right to receive a brand new phone from virgin plus. Virgin would not do this without canceling my phone plan, or by leaving me without a phone for 2-3 weeks. I offered them several option to resolve this issue and they’ve taken none of them. Their system only has so many options for resolving issues but their limited customer service should not be my problem. I’d like my phone replaced as I shouldn’t be stuck with a defective or repaired phone when I paid for a brand new one. Again, ***** said it was my legal right to get a new phone. Thank you.

  Business Response

  Date: 05/04/2023

  Hey there ****
  
  We are sorry to hear about your negative
  experience with the phone you’d activated on your Virgin Plus service.
  
  We can see that you’ve been in contact with our
  Exec Office and they’d responded to you directly after this complaint was
  submitted to BBB.
  
  To avoid any crossed wires, please continue to
  correspond with Virgin directly about your dispute.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 05/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been in contact with them however their response is that there is nothing they can do to help me out. I am also only able to contact them via email and at times it takes weeks for me to get a response. Now that I’ve submitted this claim, it’s the only time I’ve ever got next day replies. 
  

  Their only solution involves me not having a phone for 2-3 weeks which isn’t feasible considering that everything is two factor verification these days and without a cell phone I won’t be able to login into online banking, credit cards accounts, medical portals, and calling into virgin plus. They also can’t seem to guarantee I’ll be able to keep the promotion phone plan I got when I purchased my new ******.
  

  It is not my fault I received a defective phone and so I should not be the one inconvenienced or have a financial impact. They kind of agree that I should get a new phone but are unable to make that happen in a reasonable way. I gave them the following reasonable options which they’ve rejected: 

  1. send me the new phone first so I can transfer my data and not lose access to a cell phone. A hold can be placed on my credit card until the old phone is received. 
  2. send me a loaner phone to use in the meantime, again I’m fine with a credit card hold. They have loaner phones for repairs so they should be able to do it with replacements as well. 
  3. allow me to do the exchange in store so there isn’t a 2-3 week wait. 
  4. Refund me the cost of the defective phone so I can get a new phone myself. 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 13/04/2023

  Hi ****,
  
  Thanks for providing the
  additional feedback.
  
  As mentioned to you by our
  Executive Office team on April 4, we can not send a replacement for
  DOA/exchange without receiving the DOA unit back and the warehouse team does
  not carry loner phones.
  
  Our Executive Office did confirm you are able to visit any ****** **** location and request a return way bill ******** for Virgin Plus.
  
  Please ensure they provide you with a receipt and the return
  tracking number, so you can advise the Exec Office of the tracking number so they
  can follow the return to the warehouse. Once the device is received, the DOA
  will be processed.
  
  We are truly sorry if this has negatively impacted your
  experience with Virgin Plus.
  
  Kind
  regards,
  
  Virgin
  Plus

  Customer Answer

  Date: 13/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I’ve asked them what DOA means and they have not replied. I also need confirmation that I wont lose my phone plan as they’ve previously stated that I might. Finally, they are completely ignoring the fact that I will be without a phone for a couple weeks due to them selling me a faulty phone.
  A representative has previously confirmed that they do have loaner phonesfor repairs, but that since this is a replacement not a repair I’m not eligible for a loaner phone. They are stuck on minor technical details rather than trying to make this wrong right. 
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 21/04/2023

  Hi ****,
  
  Thanks for providing the additional feedback.
  
  As mentioned to you by our Executive Office
  team on April 4, we can not send a replacement for an exchange without
  receiving the unit back, even if the device was Dead on Arrival.
  
  Below are Virgins Terms of Service on this
  subject:
  
  33. What is Virgin Plus's return policy? It depends on whether we are providing you with Postpaid or Prepaid Services:
  (a) Postpaid: If you purchase a Device from Virgin Plus which does not meet your needs, you may return your Device (up to 2 Devices per subscriber on your account) if the Device is: (a) returned within 30 calendar days of the start date; (b) in "like new" condition with the original packaging, manuals and accessories; and (c) returned with original receipt to the store of purchase or to the address specified for returns if you purchased online or by phone. You are responsible for all Charges incurred prior to your return of the Device. Virgin Plus will not accept Devices with excessive usage in violation of our Responsible Use Policy. SIM Cards are not returnable once the packaging has been opened or the SIM Card is activated. If you are a person with a disability, the same conditions apply, however, you may return your Device within 60 calendar days of the start date.
  
  Regarding your phone plan; Please keep in mind
  that plan selection, availability and pricing can change at anytime and without
  notice.
  
  You are able to visit any ****** **** location
  and request a return way bill ******** for Virgin Plus to return your device.
  
  We are truly sorry if this has negatively impacted
  your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 26/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They have referenced the return policy, and I have never once requested a return. I’d like to see their policy on replacing a defective device within the first 30 days of arrival. ***** stated that it’s my right to get a replacement, not a return. If virgin does not have a replacement policy that is a huge issue. 
  

  At this point I’d just like a refund for what I’ve paid for the defective phone. $403 up front and $134 over 24 month. Total refund of $537
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 02/05/2023

  Hi ****,
  
  Our position remains unchanged from that which
  has been previously expressed. 
  
  For any other questions about your service,
  please contact Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They have not provided anything. 
  

  Where the policy that protects shoppers from receiving a defective phone?

  This massive company should be doing something for individuals who receive defective products. 
  

  Again, I’ve provided several reasonable solutions that would not harm the company in anyway and they are being rejected without reason. 
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 16/05/2023

  Hi ****,
  
  Our position remains unchanged from that which has
  been previously expressed.
  
  For any other questions about your service, please
  contact Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 22/05/2023

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

  They are taking zero responsibility for their customer receiving a defective phone. Where is their policy on defective phones, so far they only have a return buyers remorse policy. 
  So without that policy the other option is a refund. Again, it is my legal right to receive a new phone within 14 days of a brand new phone being defective. 
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:27/03/2023

  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 work at ******* ****** and have been employed since May 2019. I activated a cellphone line on August 2022 with Virgin Mobile. I gave in my employee discount form to the representative who sold me the phone on August 2022. The discount was for 30% my monthly plan of $60 for a 2 year period commencing August 2022. I have yet to receive that discount. I called Virgins customer care number numerous times and did as they told me to do, which is to email their backoffice team about my complaint and resubmit my discount form, which I again did on February 1st, 2023 at the same place I bought my phone. Still, no resolution. I went again to the place I bought my phone and a gentleman said he's been getting the same complaints from Virgin Mobile and gave me this number to call, **************. A man picked up, verified all my information but said he can only offer 3 months of lost discount. I've been paying 8 MONTHS at regular price. This is something that I DID NOT SIGN UP FOR. I was told my discount will start on August 2022. Being offered only 3 months, means I paid 5 months for a service I shouldn't have paid at that price. I was an employee throughout this process, still am, and qualify for the discount. Virgin said it's their policy to only offer back 3 months of credit but I've been contacting them since August 2022. I have received services at a price I didn't sign up for, a higher price in my case. I am looking to get the full 8 months of lost credit which I'm entitled to. How is this my fault when I did everything Virign Mobile asked me to do BUT I had to go into a kiosk at *******, where I bought my phone, talked to a cellphone representative WHO SELLS OTHER PROVIDERS AS WELL, and he gave me an 'exclusive' number even Virgin Mobile didn't give me. It was an outside person who gave me this number to resolve this issue, not Virign but even then, the final offer was 5 months too short. If they can't offer a full refund, please help in ending this contract. Thanks.

  Business Response

  Date: 29/03/2023

  Hello *********,
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin Plus service.
  
  When reviewing your account, we see that you have been
  in contact with our back office team on March 24, 2023.
  
  To confirm, our team applied credits totaling $147.97, taxes included
  to your account. These credits equal the difference for the missing discount since
  August 2022.
  
  You are able to view these credits through your online account. To view
  your online account, please visit www.virginplus.ca/myaccount.
  
  Should you have
  any questions or concerns, please do not hesitate to contact us at
  1-888-999-2321 – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:20/03/2023

  Type:Delivery Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We started to order a phone online and was told they had to call to complete the order. So, the ordered a phone yesterday March 17th by their sales rep on the phone. They put the wrong address on the phone order. Spent an hour on hold last night to be told to call this morning and the number they gave me was no longer in service. Then when I finally got a hold of someone was told after being on the phone another hour that there was nothing that they can do.

  Business Response

  Date: 20/03/2023

  Hey there ******* 
  
  We are sorry to hear about your negative
  experience ordering your new Virgin Plus service.
  
  We’d like to help look into the concerns you
  mentioned.  To do that, we need to know a
  little more about  the service you’d
  ordered. 
  
  Can you please respond providing us with the
  phone number or account number of the service you’d ordered?
  
  Awaiting your response,
  Virgin Plus

  Customer Answer

  Date: 20/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never received an account number all I got is an order number.  The order number is **********
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 22/03/2023

  Hi *******
  
  Thanks for providing this.  When
  checking your account, we can see that your order was delivered successfully today,
  March 22nd. 
  
  Should you have any other questions about your order, or your new Virgin
  Plus service, please get in touch with us directly with any of the contact info
  shown at www.**********************
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 26/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have contacted them a number of times about waiving the $50 activation fee and I still haven't received the ****** Ear buds
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 02/04/2023

  Hi *******,
  
  Thanks for providing the
  additional feedback.
  
  Please note, your membership
  agreement shows the waiver of the connection fee, this credit will
  automatically be placed on your first or second invoice.

  Regarding the ****** ear buds; If you
  are eligible, you will be automatically enrolled in the offer and have them
  shipped to you. No action is required on your part.

  Should you have
  any other questions about your order, or your new Virgin Plus service, please
  get in touch with us directly with any of the contact info shown at
  www.*********************.
  
  Best regards,

  Virgin Plus

  Customer Answer

  Date: 13/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have already been told that I don't qualify for the ear buds because it wasn't fully done online.  I started it online and where I wanted to keep my number from pay as you go, they asked for my number to call me.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 21/04/2023

  
  Hi *******,
  
  Thanks for taking the time to write back and providing
  further feedback.
  
  While we cannot ship a pair of ******* ****** Buds* to you, since your account does not meet eligibility requirements.
  We have applied a credit equal to the value of the ear buds to your account.
  
  The ******* ****** Buds* are valued at $189.99, plus tax and a
  credit of $218.49, taxes included has been applied to your account today.
  
  Once again, remain truly sorry if this has negatively impacted
  your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I had about $28 on a prepaid account with them that isn't applied, and the activation fee hasn't been waived.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 02/05/2023

  Hi *******,
  
  The activation fee waiver you’ve mentioned is a
  $25 credit toward the activation fee billed for your service.  This promo was shown on the Membership
  Agreement for your service.  The $25
  credit to fulfill this promo was shown on page 2/3 of the first bill you were
  provided for your service.
  
  About your Prepaid service and its remaining
  balance – We confirmed that there was a balance of $28.50 on your Prepaid
  account at the time of its cancellation. 
  We’ve applied a credit equal to this value to your new Postpaid account immediately.
  
  Should you have any other questions about your new
  PostPaid service, please contact Virgin directly at 1-************.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 11/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It don't appear that the $28.50 from the prepaid account was ever credited.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 16/05/2023

  Hi *******,
  
  Attached is a system shot confirming that the prepaid
  balance of $28.25 was applied to your account on May 2, 2023.
  
  Should you have any other concerns about your
  service, you can call us directly at
  1-************.  We’ll be here to help!
  
  Best regards,

  Virgin Plus

  Customer Answer

  Date: 18/05/2023

  
  
  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:20/03/2023

  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 have purchased a phone on contract with virgin plus, my contract includes 22$ for phone tab and 60$ for the plan which gives 15 GB data. I was promised to get an employee discount of 30-35% from day 1 since I signed the contract. I have a confirmation number. I haven’t received the discount, I contacted customer service and escalated the issue and I was told that discount will be applied after 2 billing cycles and its been 3 bills cycles and the discount is not applied, additionally they keep charging me $50 extra for singing fee which was supposed to be waived off. I literally contacted them 3-4 times to resolve the issue but never received any resolution. Case manager named **** was supposed to contact me but never bothered to call.
  
  They just keep charging me randomly saying my data exceeded. I spent 9-10 hours of my life fighting with customer service team yet have never received any resolution.
  
  **** ***** ********* with an ease

  Business Response

  Date: 20/03/2023

  Hey there ****
  
  We are sorry to hear about your negative
  experience with your new Virgin Plus service.
  
  About your data usage - Data
  usage is rounded up to the nearest kilobyte. Applicable data Charges apply from
  the moment a data transmission starts and are measured by the data sent and
  received by the Networks in connection with such transmission, whether or not
  the data request is successfully completed. This means that any of your account
  usage details may be greater than the data actually received by your Device in
  connection with the Services. Note as well that certain third party apps may
  generate data usage even when you are not actively engaged in using them – it
  is your responsibility to understand how much data is used by your selected
  app(s).
  
  Virgin Plus will temporarily block data usage on your account
  once it reaches $50 in Additional Usage Charges for domestic
  data per billing cycle. At such time, your data feature will be blocked. If you
  or any authorized user(s) on your account wish to unblock data on your account,
  then you (or they) may expressly consent to continued Additional Usage Charges.
  If you (or they) do not consent, then data Services will be blocked on the
  account until the start of the next billing cycle.
  
  Virgin Plus provides you with a variety of subscription
  options when ordering Virgin Plus Services. You can subscribe to pre-defined
  Services (your "Plan"), add features (not within the Plan) that interest you
  (an "Add-on"), and have the additional option of using and paying
  for certain Services as-needed ("Pay-Per-Use"). The amount you must pay for any use of the Services will
  vary depending on the combination of Services you select. Any usage over and
  above that which is included in your Plan or Add-on is “additional usage’ and you
  will pay for that. Remember that you are responsible for choosing the
  combination of Services that is most appropriate to your needs.
  
  Don’t forget - You can review your account and your voice,
  text and data usage online through virginplus.ca/myusage, or by downloading the Virgin Plus MyAccount App to your
  Device at virginplus.ca/app. You can update account information, add Add-ons to your
  account, view and change your Plan details, manage which subscriber(s) on your
  account is authorized to unblock data and accept additional data charges for
  your account, edit your notification preferences for data blocks, and monitor
  and manage your monthly activity to ensure your usage remains within your Plan
  or Add-on limits through your self-serve profile.
  
  About your $50 activation fee – this fee was charged on the
  first bill for your service.  That same
  bill had shown that you received a promotional credit of equal value that had
  covered its cost in full.  A separate “upgrade
  processing fee” of the same value was charged when you upgraded your service to
  a new 24 month term.
  
  About your employee discount – Please consult your management
  to learn more about how to apply for, and enroll with an employee discount
  program.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The processing fee second time was not supposed to be charged (that is what I was promised) 

  The employee discount I am talking about is the discount which was already applied and I received a confirmation from your end, my management team has nothing to do with it. Its a corporate discount that Virgin Mobile offers and it has to be applied from Virgin Mobile. I do not work for Virgin Mobile, I work for *******.

  I was promised that the discount would be applied from day 1 since I entered into a 24 months plan. 
  

  I also reached out to your customer service team and case managers team and was told that the only way my discount would be applied is by your Vmteamdiscount team. (******** ****** ** ****** ** **** *** ** ************ ****** *** ******** ***** ******* *****)
   I was clearly told by your case managers team that the $50 processing fee have been waived off and the credit would reflect in my next bill, but I don’t see that. ******** *** **** *** ******* **** *********. 

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

  Business Response

  Date: 22/03/2023

  Hello ****
  
  The attachments you provided show that your discount submission was received
  and that another email would be provided to confirm the application of the
  discount.  The email did not say the discount
  had been applied as you’ve stated.
  
  With respect to the upgrade processing fee – this fee was shown on the
  agreement you accepted to upgrade your service. 
  A copy of this agreement is available for quick access in My Account at www.virginplus.ca/myaccount.
  
  Should you have any other questions about your Virgin Plus service, get
  in touch using the contact information shown at www.virginplus.ca/contact - we’ll
  be here to help!
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:17/03/2023

  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 placed an online order to upgrade my cell phone. I submitted the correct shipping address. The business app used an old address on file instead. I calles within 5 minutes to have it corrected. Told I wasnt able to. Spoke with a manager who said the new process would allow them to update the shipping address on their end and I would have the phone by the flowing Wednesday. 3 business days later. I call to confirm this on the monday was told something completely different. Called the next day and the agent told me something else completely. Got pit to retention department and was told something else. I was told they couldnt call the shipping company to update the address. That the package had to returned to the warehouse and then they would reship it too me. Package was delivered ane accepted at the warehouse on Monday March 13th a like 9:34am. Didnt hear from the company for over two days after its return. Called the company and was told something completely different again. I was just told that i would have to wait to get an email from company that it had been returned and then i would have to put the order in again. I keep getting lied to by the employees. If i decide to stay with them as a company ill have to wait 3-4 weeks to receive the update from them and it isnt acceptable. Ive been with the company for 15ish years and havent had this kind of incompetence ever

  Business Response

  Date: 17/03/2023

  Hi ***
  
  We are sorry to hear about your negative experience with the shipping of
  your recent order.
  
  At this time, the return of your phone has not yet been processed by our
  warehouse and the existing order remains open. 
  We look forward to seeing its return processed so you can proceed to
  upgrade your service as you desire.
  
  Should you have any other questions about your service, please get in
  touch with us directly using any of the contact info shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

• Initial Complaint

  Date:15/03/2023

  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.

  I contacted Virgin Mobile to add a travel pass to USA on Feb 2, 2022, this pass is 60 dollars for calls, texts and data. I have had it before, after discussing, I decided to wait until we firmed the dates of our travel. Yesterday I contacted Virgin by chat ( March 13) and was told there was no such pass anymore, it was discontinued at the beginning of march, however I did not recieve any notification, so I bought a $13 day pass but realised its too expensive.I cancelled it online but got no confirmation of the cancelllation, so today I called ( march 14) and wanted to ask more questions, and the rep suggested again I buy the 60 dollar pass? then when I told him I was told yesterday I could not have it he then changed his mind and said I could not have it. I asked to speak to management and spoke to ( ***** ** * ******** )and he maintains they can't do anything even tho they misinformed me of the 60 dollar pass, on Feb 2 and on Mar 14.

  Business Response

  Date: 17/03/2023

  Hello ********* 
  
  We are sorry to hear your disappointment with
  the recent change in roaming options offered by Virgin Plus for use of  your service outside of Canada.
  
  The pricing and selection of services offered
  by Virgin can change from time to time and without advance notice.  All current offerings are shown at www.virginplsu.ca.  In this instance, roaming options available
  to add to your existing service are shown at www.virginplus.ca/roaming. 
  
  To add one of the available roaming options to
  your existing service, you can do so with the instructions shown at the link
  mentioned above.
  
  Should you have any other questions about your
  service, please get in touch with us using any of the contact options shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 17/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as stated in my complaint they offered a 60 dollar data plan for a month in USA and then informed me they would not. Their current plan is 13.00 dollars per day and I am travelling 30 days. It’s an excessive cost. I expect a minimum credit of 60 dollars for misinforming me of the 60 dollar one month plan first in Feb and second time this month. Their link in their  letter is offering the 13.00 dollar a day plan which is excessive. I am very disappointed with their letter. I have been a customer for many years. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 20/03/2023

  Hey there *********
  
  We are sorry to hear your disappointment with
  the response provided to your complaint.
  
  Our position remains unchanged.  It will not be possible to provide you with
  something that Virgin no longer sells/offers. 
  Services can only be provided with the specifications and pricing shown
  at www.virginplus.ca.  Credits will not be forthcoming in this scenario. 
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 23/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they will not honour what they promised, and if the plan is not available they can give me a credit of 60 dollars. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 24/03/2023

  Hey there ********* 
  
  Our position remains unchanged from that which was previously
  expressed. 
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not offered anything, like a credit or apology after offering me a product twice they no longer carry, ( 60 dollar plan for a month for travel to USA). And then not following through. 

  So as a result we have bought a plan and sim card in the USA so we don't have to pay Virgin's overpriced fee of 13 dollars a day to use the phone. The USA plan is 30 dollars for a full month, unlimited texts and calls. ********* *** ***** ** ****** ********** **** **** ** ******* **** ** *** ***** **** * **** *** ** **** * ********* ******* ****** *** *********** ************ *** **** ** **** *** ***** ****** * ***** 

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

• Initial Complaint

  Date:10/03/2023

  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.

  In November I inquirer to Virgin Plus about switching my son and daughter’s phones to Virgin from *****. I was sent 2 SIM cards and not told my credit would be “hit” to establish these accounts. I was told to call in to activate the accounts upon receipt of the SIM cards. I never called in as we decided to stay with the current provider. Come January I started receiving a bill, no contract as our phones are owned. I called in and spoke to a sr. Rep and was told the computer was sending the bills and it would be revoked and dealt with that I would not receive another bill. February I receive another bill. I ignored it assuming it was computer error. March I receive another bill and called in to set a call back. Never received. So I set up a callback online, was given a 9-10 PM call back time. Received a call from a rep the next day at around 1:00 PM to which I was told I had to pay the bill. I asked for a supervisor and was told “no problem, I will transfer you”. I was sent back to the main board to set up a callback. I did so, the computer voice said 2 minute wait, then when it completed it told me 3:00 PM. I waited, nothing. I received a call from Virgin this morning, when I answered they hung up. They tried again an hour later and I could not answer due to the work I was doing. I also filed a complaint to their complaint email on the website asking for the bills to stop and asking for documentation to verify the closure and “0” balance. No reply back. Please help, thank you.

  Business Response

  Date: 10/03/2023

  Hi ****
  
  We are sorry to hear about your negative experience with the billing of
  the two Virgin Plus services you ordered.
  
  We can confirm that the two services referenced in this complaint were cancelled
  January 9, 2023.  The outstanding balance
  on the cancelled account is $60.70.
  
  To remedy your dispute, we have credited the outstanding balance on your
  cancelled account in full ($60.70 credited). 
  With this credit, your balance owed has reduced to $0 and no further
  payment will be required toward this account.
  
  Should you have any other questions about your cancelled services,
  please get in touch with us directly using the contact info shown at www.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/03/2023

  
  
  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:08/03/2023

  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.

  Regarding file # **********
  
  My elderly parents were called by a man from Virgin claiming to be from ***** who is their current provider. the man stated that they have two new ****** for them and all they need to have is their driver's license. Once the phones came in the mail my parents saw that the box was from Virgin. They called Virgin right away and were transferred to their fraud department. Meanwhile my parents were confused and unsure of if this was a scam so they called the RCMP and were told by Virgin and RCMP to call ******* and ********** so they could flag any suspicious activity. They received a call a day later from ###-###-#### which is a Virgin #. they man on the other end stated that it was regular practice to pretend to be from other companies in order to steal customers and to send the phones back. they did the very next day, but they keep getting phone calls asking for the phones to be sent back. this is outrageous conduct and not a very good way to start a customer client relationship. ** **** *** ****** ** *** ******* ************ ** ************ **** ****** ****** ****** ** ******* ** ***********

  Business Response

  Date: 08/03/2023

  Hi *******
  
  We are sorry to hear about the negative experience your parents
  encountered with Virgin Plus.
  
  We invite your parents to contact Virgin directly to address their
  dispute with the devices they received. 
  To do this, we ask that they contact our Fraud/Preventions team directly
  by calling ###-###-####.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 08/03/2023

  Complaint: ********

  
  

  I am rejecting this response because I deal with my elderly parents issues as they have trouble navigating systems. We have done our part now we just need others to be aware of this practice so no other elderly people get victimized and scared.  

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 08/03/2023

  Hi *******

  Thanks for sharing your feedback.

  Have a great day,

  Virgin Plus

• Initial Complaint

  Date:05/03/2023

  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 suspended my account after I left for the United States and did not use their services from mid 2019 to late ,2021. I owed them a balance of approximately 82 dollars for some services unknown. * ****** **** **** **** **** ** ******* **** ** *** ****** *******. Virgin verbally said the amount I owe them is due and I tried paying it but they delayed doing the task and then closed my account but reported to ******* that is open and amount due is 0 and I failed to pay them on time. I find this wrong since I did not want any services and they still kept my account active and billed me and do not inform me or email me or anything to respond to that payment. I even paid them. I want their remark on my report to be gone.

  Business Response

  Date: 07/03/2023

  Hi *****,
  
  We are sorry to hear about your negative experience with
  Virgin Plus.
  
  If we are
  providing you with Postpaid Services, you will be billed monthly in advance for
  monthly recurring Charges and in arrears for monthly Additional Usage Charges. You are responsible to pay
  for charges even if your Virgin Plus service are suspended.
  
  After reviewing your account, we can see that
  your service was not suspended before you traveled to the United States. Contradictory
  to this, your device was used over multiple months in the USA and SMS messages confirming
  roaming and rates were sent on the following days:
  
  Jan 31, 2019, Feb 21, 2019, Feb 26, 2019, Mar
  14, 2019, Mar 30, 2019, Apr 14, 2019, May 13, 2019, Jun 3, 2019, Jun 18, 2019, Jul
  11, 2019, Jul 19, 2019, Aug 22, 2019, Sep 8, 2019, Sep 27, 2019, Oct 14, 2019, Oct
  26, 2019, Nov 9, 2019, Nov 28, 2019, Dec 15, 2019, Dec 31, 2019, Feb 1, 2020, Feb
  17, 2020, Mar 4, 2020, Mar 21, 2020.
  
  The contents of these messages are as follows:
  
  30-Dec-2019 20:13:39 Hey Member! Welcome to the
  US of A! For info on Roam Sweet Roam, or Travel Passes, check out
  my.vmobile.ca/roamUSA (no data charge) from your phone or call us free at
  +***********. Without Roam Sweet Roam or a Travel Pass, rates in the USA are
  $1.45 per minute to talk (includes LD) and $0.75 per text. Happy travels from
  Virgin Mobile!  ( vm.ca/reachus )
  
  We can also see that you continued to use
  service and make payments until July 26, 2020. Once payment stopped, your account
  was suspended for non-payment on September 9, 2020 and cancelled on October 9,
  2020.
  
  Since payment for the final balance owing was
  not made until July 23, 2021, credit reporting that occurred since there was an outstanding balance
  owed on the account was not found to be an error as it accurately reflects the
  balance owing for charges incurred with their service.
  
  Should you have any questions or concerns,
  please do not hesitate to contact us ###-###-#### – we’re here to help!
  
  Kind regards,
  
  Virgin Plus