Complaints

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

close

Find a Location

Virgin Plus has 54 locations, listed below.

*This company may be headquartered in or have additional locations in another country. Please click on the country abbreviation in the search box below to change to a different country location.

BBB accredited

Near

Country

USUnited States

Please enter a valid location.

Filter

• 

  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:02/03/2023

  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.

  This company was great until i was told on the phone that they will change the bill amount from 62$ to 52$ taxes in , this was agreed upon , but each month since Nov 16th when the switch happened ive been getting charged 62$ each person i talked to said they cant fix it and the rather lose a customer over 10$ , it was what was agreed upon is the point , so after talking to quite a few people they decided not to fix the issue .. as being a member with these guys for 2 years ..

  Business Response

  Date: 02/03/2023

  Hi *****
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin plus services and that your monthly plan is not to your
  expectations.
  
  To see other plans that are available to use with your service please
  log in to My Account at www.virginplus.ca/myaccount. 
  
  Should you have any other questions about your Virgin Plus service or
  its billing, get in touch with us using the contact information shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

• Initial Complaint

  Date:02/03/2023

  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 upgraded my ****** at a kiosk on January 30th,2020. The young man serving me told me that I didn't have to write down the date of when telephone would be paid in full because they would automatically recalculate the amount for me after its paid for. I was at the mall on February 25th and decided to go ask Virgin(aka ****) how much was left to pay on my telephone just to find out that my telephone was paid in full January 2022. My jaw dropped and I politely asked the young lady why they hadn't adjusted my account because I had been paying $130.00 monthly for a whole year. I did the math that is a total of $840. I knew it wasn't her fault so I asked for a telephone # to call. I called customer service the young lady apologized to me and said they could offer me 3 months of $115.00 I laughed and said that is unacceptable I want my money back or a credit for the full amount. I was transferred to a supervisor and explained my story all over again and was told the same thing. I asked her ok so my new total is $60 where did my other $70 a month go. I asked her did you keep it, did the shareholders were did it go? It should've been put in my account as a credit. * **** *** * ******* **** *** ******** *** *** *** ******** *** **** ** *** * ******* * ******* ** ***** * ******* *** ******* *** **** ***** **** ** *** ****** *** ***** ********** ** *** *** **** *** ********* ** ******* * ******* *** *** ******** *** **** ** ** *** * ** * ** **** *** ***** *** *** **** **** ** ******* ***** ** ************ *** ** ** *** ** ********* *** ******* **** **** **** ******* *** Had I known that it was my responsibility to call them at the end of contract I would've put a reminder on my phone to end of contract. I'm old school, I work hard for my money and * **** **** **** *** ******* **** **** ******** * *** ******* ** **** ***** **** *** ** ******** ** **** ** **** ** *** **** ********* *** **** ******** ***** I would like my money back or at least a credit in $840 which I paid.

  Business Response

  Date: 02/03/2023

  Hi ****
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin plus services.
  
  The former 24 month commitment term that you mentioned was subject to
  the details listed on the Membership Agreement you accepted to activate it.  That agreement had shown that there was no
  monthly device payment charges.  Instead,
  just a monthly plan charge that would continue on a month-to-month basis after
  your 24 month commitment period elapses.
  
  When checking your bills, the same can be confirmed – that no monthly
  device payments had been billed to you during your prior 24 month commitment
  term, nor after the conclusion of that term. 
  Copies of your current and past bills (up to 18 month history) along
  with copies of your Membership Agreement are all available for you to view in
  My Account at www.virginplus.ca/myaccount.
  
  Prior to your commitment term in January of 2022, Virgin provided you
  with advance notice, in writing, on your October 2021 bill reminding of your
  upcoming term end date and that your service and billing would continue on a
  month to month basis after that date.
  
  In addition to the reminder provided on your October 2021 bill, Virgin
  also provided you with an updated Membership Agreement showing that your service
  and billing were continuing on a month to month basis on the date that your
  term ended.  This was sent to you using
  your contract delivery preference setting, Email.
  
  With no surplus billed as you’ve mentioned, we must advise that
  credits/refunds will not be forthcoming in response to this dipsute.
  
  Should you have any other questions bout your Virgin Plus service or its
  billing, get in touch with us using the contact information shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 08/03/2023

  I am not accepting because they only sent the contract, which I all ready have read. But the thing is their employees are told to tell us that after the contract is paid they will reduce our bill automatically. I asked the sales clerk 3 times and he responded each time that they would reduce it. Besides I paid for something I didn't get it's simple accounting Debit and credits, I overpaid so either give me my money back or give me a credit in full of $840 which is the amount that I have paid extra for nothing. Their customer service is not good and I am not satisfied, you tell the customer something well you should do it. ** ******* ****** * ***** **** ***** *** **** ******* ** ************* **** ***** *** **** *** *** ***** ***** ** *** *** ********* *** **** * ******** **** ****** **** **** *** * *** **** ** ***** *** **** * ** ** *** *** * ***** **** ***** ***** ** **** ** ****** *** **** *** ** * ************* ******* **** ****** *** **** ** ** ***** *** **** ****** ***** ***** ***** **** *** ******* **** **** **** ******* ** *** **** ********* **** ** **** **** *** **** ** **** **** ********** ** ***** ** **** **** **** ********* **** *** **** *** ***** *** **** *** ***** ***** ** ** *** **** ********. All I want is my money back I went to Virgin the young lady put my bill @ 60.00 a month starting now so if contract was done January 2022, they owe me $70 for 14 months plus taxes. I am not accepting their offer of $115 for 3 months that is ridiculous. How can they get away with this, i* ** ******* **** ** ******** **** *** **********  **

   

  Business Response

  Date: 10/03/2023

  Hi ****
  
  Our position on this matter was explained in our prior response.  That position remains unchanged.  Credits/refunds
  will not be forthcoming in response to this dispute.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 16/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that is not right a credit is a credit and your employee explained 3 times that my account would be adjusted accordingly when contract ended. This is false information to me and everyone else you’ve done this too. I would like a full refund of my extra money paid to you which is $70 from Jan 2022 to February 2023 that would be satisfactory to me and good customer service from you.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 22/03/2023

  Hi ****
  
  No false information here!  Your
  services have been billed correctly in accordance with the Membership
  Agreements you accepted for their use. 
  Please see our initial response as it explains our position in its
  entirety.  That
  position remains unchanged.  Credits/refunds will not be forthcoming in
  response to this dispute.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 28/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will be contacting the MEDIA about your business response *** **** **** *** *** *** *** ****** ** ******** **** ***** ** **** ** *** ***** *** *** ** ******** ***** ** ** **** ** ********* *** ******* **** ********* **** * ***** For example I called to speak to a worker at the beginning of the month of march after finding out that you were keeping my $130 a month when it should've been $61.82 per month from January /2022 to March /2023. Since I had all ready paid my bill early like I always do, payment was again $130.00 I asked her to give me a credit for April or send me my money back. Just received my bill for April @ $61.82 which it would've been 0.00 due to my paying $130 in March and asking for a credit or refund. Now if this what you call good customer service, I think you should be looking at your policy, and retraining your staff ** ** ****** **** **** *********. * ** ** * ***** ** ******** ***** ****** *** *** ********** ***** *** ***** ***** *** **** **** ** ****** **** *****.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:28/02/2023

  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.

  Virgin Mobile sold me a phone with a plan of 10 giga bites of online usage.. in 2 years with ******* mobile I never exceeded my usage of 500 MEGA bites... now virgin mobile accused me of going over the 10 giga bites usage and started blocking my internet! Which was a dirty business from the company.. so they force me to break contract and are treating me of collection!! They are the ones whom broke the contract!!! Pls help BBB
  Also they never sent me the bills!!!

  Business Response

  Date: 28/02/2023

  Hello *******
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin Plus services and that you’d decided to terminate it following a dispute
  about your data usage.
  
  About data and a mobile service - 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).
  
  To help eliminate bill shock 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, data services 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.
  
  It can be confirmed
  that in your final months of service with Virgin, you had exceeded the data
  included in your plan limits. When appropriate, the $50 data block mentioned
  above was applied to your service to prevent you from incurring further overage
  fees.
  
  About your billing and delivery of your bills – The method of delivery
  you accepted with your service was E-Billing. 
  E-bills are provided to you via My Account at www.virginplus.ca/myaccount.  Registration of your My Account profile must
  be completed prior to cancelling your service to be able to retrieve bills from
  your E-billing profile.
  
  Despite opting for E-Billing we can see that you did not complete registration
  of your E-billing profile before you cancelled your services.  Unfortunately, registration for E-billing is
  no longer an option for a cancelled service. 
  To retrieve copies of your past bills, we’d be happy to mail them to
  you.  Just get in touch with us by
  calling ###-###-#### to verify your mailing address and request them to be
  mailed.  Heads up! A onetime fee may
  apply for bill re-prints.  This is
  consistent with the fee structure shown at ********************************.
   
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:17/02/2023

  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.

  Hello,
  
  I want to file a complaint against virgin mobile. I have not been given proper information from them. Unfortunately I cannot get the truth from them and I find myself at a loss.
  
  In December of 2022 I applied for a line of credit through my bank. My credit with them is A+ I was told. My credit with ***** ***** has been fair standing I believe I was 704 credit score. I was denied a line of credit due to a derogatory mark on my credit score. This was from a third party collection agency that purchased a debt I had with virgin of $85.43. I had not been contacted by virgin regarding this or their third party collection agency.
  
  On December/01/2022 I called virgin inquiring why I was in debt with them seeing as I hadn’t had service from them for a very long time. The account was opened in 2013. On the day I called December/01/2022 I paid the bill of $85.43 and requested a discharge letter stating I owed no more money and was paid up and canceled services.
  
  Since then I have called at least half a dozen or more times to confirm my email address and request this discharge letter. Each time I was told it was resent at that very moment and it would be on my email in 24-48 hours and to check all folders including junk mail. I have done just this each and every single time to the point I called 3 weeks ago asking for a mailed hard copy. I was told by accounts receivable I was being mailed this hard copy as well as resent an electronic copy to the confirmed email address.
  
  It is now 02/16/2023 and I have received nothing. I was as well told ******* was the company who received the debt and to contact them regarding this. I contacted ******* and they told me they are not a third party collection agency and they didn’t do that sort of work.
  
  This has impacted me greatly im not sure if it is even fully resolved and I am unable to proceed with rebuilding my credit.. I am hoping someone can help me here. As I’m at a stand still with virgin mobile.

  Business Response

  Date: 17/02/2023

  Hi ******,
  
  We are sorry to hear about your negative experience
  with Virgin Plus.
  
  We would love to review your account to ensure that
  your feedback has been noted and help find resolution where possible, however,
  we need to know a little more detail.
  
  Can you please reply to this email and include:
  Your Virgin Plus account number and cancelled telephone number.
  Your address and email address
  
  Awaiting your reply,
  
  Virgin Plus

  Business Response

  Date: 20/02/2023

  Hi ******,
  
  Thanks for providing your account information
  and address.
  
  The address on file does not match what you
  provided. We have updated your address on file and re-sent the discharge letter
  to *** ********* ******  Ottawa, ON *** ***. Please allow 2-3 weeks to receive the letter via regular mail.
  
  ******** *** ****** *********** ********** **** ******* *** **** ******* *** * *** ********* ****** *** **** *****
  
  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: 22/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I am not satisfied with their response. 
  

  Since December 1 2022 they had this new mailing address. I also called make multiple times confirming this address only to be told the same thing they sent in their response. They have told me it’s been mailed and re emailed each and every time. some of the people I spoke with seemed genuine and helpful, some weren’t unfortunately.

  I feel as though discharge letter alone isn’t satisfactory. The mark left on my credit score for derogatory as well should be removed by virgin. They had never made conscious effort to inform me in the last 6 years about this outstanding hill and neither did their third party collections agency. To this day remain anonymous, I have questions for them as well. Either way this account was closed in April of 2016 as I was informed by virgin today because I have called trying to get as much information as I can. Why would they allow me to close an account with a remaining balance and not have some sort of formal payment arrangement? It’s because they never informed me of this and I am paying for it on my credit score. This will haunt me for the next possible 7 years.

  discharge letter, plus a removal of this derogatory mark on my credit would be the very least they could do I would think.

   

  if this is not a possible outcome I will await my discharge letter and then take further necessary action.

   

  thank you,

  
  
  
  ****** *****

• Initial Complaint

  Date:17/02/2023

  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.

  Signed up a month ago. Virgin app did not work. Went back to mall kiosk 4 times. Because mall kiosk says phone them and Virgin states to go to mall kiosk. Problem with Virgin app which took associate at kiosk almost an hour to straighten out. Was told ********** would arrive in a couple of days. Two weeks later have not received it. Went back to kiosk. Lady on phone from Virgin. Asking questions after I identified myself. Got ****** *** and left. Been up to kiosk 6 times. The associates at kiosk are most helpful. But then they hand the phone over to you and the questions start. This is the most horrible company I ever dealt with in my life. And nothing gets solved. This is the first time ever in my 73 years that I put in a complaint with the Better Business Bureau of Canada.

  Business Response

  Date: 17/02/2023

  Hi ******,
  
  Thanks for providing your feedback. We are
  truly sorry to hear about your negative experience with Virgin Plus.
  
  Should you have an issues that remain
  outstanding, please contact our Customer Care team directly at ###-###-####. They’re
  the experts and are best suited to help with an issues you still may be facing
  with your Virgin TV service.
  
  Kind regards,
  
  Virgin Plus.

• Initial Complaint

  Date:13/02/2023

  Type:Sales and Advertising 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.

  On Feb02 2023 I received a text message ( *** ******** )
  today I tried to buy this new phone line and cell phone .
  I talked to 4 customer service agents and approx. 3 supervisers.
  The last gentleman I talked to told me that the offer was no longer available ,
  On the text offer there is no mention of expiry or limited time offer .

  Business Response

  Date: 13/02/2023

  Hi ******,
  
  Were sorry to hear about your
  negative experience with Virgin Plus.
  
  The offer mentioned was to
  add a second line on a 24 month agreement. Unfortunately, pricing and offers
  are subject to change.
  
  To view all current hot
  offers available, please visit your Online Account – www.virginplus.ca/myaccount or
  call our customer service team at 1-888-999-2321.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 13/02/2023

  
  
  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.
  
  At the end of my contract I will be seek the best available price for service.
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/02/2023

  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.

  Hello there I have 2 very serious issues with this company, with 2 pictures, MY first issues is the ********** ** phone calles to my Mother looking for me saying that mine and hers are on the same account, yets we set up the phone totally apart months apart, this has been going one for about 2 years or more and i keep telling them to stop calling my mom she has nothing to do with me. in moms phone pic I called then about the the pervious day call they said no one called her at the time. i clearly stated from account receivable ***** ***** ** **. my second issue is in they have disconnect my phone for following there rules, in the picture My phone shows my monthly cap at 300 if i keep it below 250 there will be no disruption to my service I cant even make 911 calles please help me out it will be much appreciated.

  Business Response

  Date: 09/02/2023

  Hi ********,
  
  We are sorry to hear about
  your negative experience with Virgin Plus.
  
  After review of your account,
  we confirm it only has one line and one contact number listed, that being ###-###-####. There is no secondary number to contact on this account.
  
  Regarding your inability to
  make phone calls; your account was assigned a credit limit at activation. For
  more information on the Credit Limit, please visit, ******************************
  
  If your account is in arrears,
  restrictions may be placed on your account in accordance with the Credit Limit
  Program and may not be lifted until payment is made. This is covered in our
  Terms and Conditions and highlighted below:
  
  41. Will Virgin Plus ever require an immediate interim payment? Yes. If we notice usage inconsistent with your normal usage pattern, for example, Virgin Plus may require you to pay certain amounts owing on an immediate interim basis, and in advance of your next Bill Date. If this happens, you must pay these amounts on or before the required payment date to avoid suspension or termination of your Virgin Plus Services as set out in Section 58. If your account is subject to a credit limit, you must ensure your usage Charges and Fees (both billed and unbilled) remain below your assigned credit limit to avoid suspension of your Services.
  
  We can see that your service did
  have that restriction placed and that it was removed by our collections team on
  February 7, 2023. To have the Credit Limit removed, 6 months of full and on time payments must be made, and the limit will be removed while the account is in good standing.
  
  Should you have any questions
  or concerns regarding the Credit Limit Program, please do not hesitate to
  contact us ###-###-#### – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 09/02/2023

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

  This is what I hear all the time in regard the ********** phone
  call to my mom call her ###-###-#### ,  and the other issues show me
  where I signed, I only signed while I was on contract,I don't have a
  contract anymore
  
  
  Sincerely,
  
  
  
  ******** *****

  
  

  Customer Answer

  Date: 16/02/2023

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

  I accept, I have fix it I'm no longer a customer for yours. As for
  the ********** phone call remember every phone call was recorded on
  speaker phone

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

  
  

  Business Response

  Date: 27/02/2023

  Hi ********,
  
  We confirmed your account only has one contact
  number listed, that being ###-###-####. There is no secondary number to contact
  on this account.
  
  Should you have any questions or concerns
  regarding the Credit Limit Program or our Collections process, please do not
  hesitate to contact us ###-###-#### – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:07/02/2023

  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.

  I went in on January 30 to switch my phone company and purchase a new phone at ******* in Fergus ON. I asked the gentleman at the counter for a new phone and also a plan. He started to do all the computer work and was finishing up and I told him which phone i would like. He said that he did not hear me ask for a phone and it is too late. The phone i have is more then 3 years old and since I just turned 18, i wanted to start building my credit by getting my own plan.
  He said I would have to wait for 2-3 months before i could get a new one. My phone will not last that long. I did a live chat with virgin plus and they said that I could cancel my plan then set up a new one with a new phone and pay from January 30- current. But that I had to call a phone number to make sure that i could keep the same number.
  When i called the number, the guy told me that i wasn't allowed to cancel and reuse my phone for 30 days because I was on trial with the number ( I have had this number since i was approx 13 years old, so 5 years) and couldn't upgrade for 90 - 180 days because i signed the plan and i have a credit limit (because this is my first thing for my credit). I offered to pay them up front for 180 days so that they would have their money up front for the period they are requesting. They also told me to go buy a new phone ($1500 approx) and start a new plan. I cant afford that much up front which is why i was willing to pay monthly for 24 months for the phone. This is not what i asked for when i went into the store, their guy messed up and they are not willing to help me fix it.
  
  Account number *********

  Business Response

  Date: 07/02/2023

  Hi *******,
  
  Were sorry to hear about your negative in store
  experience with Virgin Plus.
  
  After reviewing your account, we can see that
  you selected the SIM only, BYOP 65 - 15GB rate plan to use with your ***** ****** ** 128GB.
  
  We can also see that you were placed on a $200
  credit limit, assigned at activation. To have this credit limit removed, you
  will need to make 6, full and on time payments. This is covered in our Terms
  and Conditions that you agreed to in store and below:
  
  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 **** 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 **** 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.
  
  46. Does Virgin Plus require a security deposit? Virgin Plus may require a security deposit and will
  provide you with the reason for requiring a deposit. Deposits will earn simple
  interest based on a rate of 1% above the Bank of Canada's Target for the
  Overnight Rate in effect, calculated monthly on the last day of your monthly
  billing cycle, prorated for any partial month Virgin Plus holds the security
  deposit. When the Virgin Plus Services are cancelled or the conditions
  justifying the security deposit no longer apply (typically when you make 6 consecutive monthly bill payments in full
  and on time), Virgin Plus will apply the security deposit and any earned
  interest against any outstanding amount owing to **** ******** or any other
  **** company referred to in Section 47 below, then refund you the balance of the deposit, if
  any, within 30 calendar days.
  
  If you are not satisfied with
  your agreement, you may preform a Buyers Remorse and cancel the service at no
  charge within 30 days. Since your service is
  month-to-month, you are able to cancel or port-out service without penalty at
  anytime, only paying for your monthly charges. Please note, you are responsible for all additional charges incurred. 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.
  
  Should you have any questions
  or concerns, please do not hesitate to contact us ###-###-#### – we’re here
  to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:30/01/2023

  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 had my phone stolen, I had service with virgin mobile. After my phone was stolen in December 2021 I went in store reported my phone stolen and asked to have my services canceled. The same day I got a new plan and joined with my father. 6 months later they email me to say I have unpaid fees for January to April 2022. I call to ask about this as I had been paying my bill. Virgin had actually charged me for 4 months of service on the stolen phone that I asked to be canceled. They told me the fees would be removed. In October they contacted me again about baying these fees. This time I spoke to a supervisor. They told me the fees would be removed. Now in January 23 they have sent these fees to collection. I called again but virgin is now saying I owe the fees because they cannot see what the charges were for since they sent to collection. I have been hung up on and left on hold for hours trying to resolve the issue.

  Business Response

  Date: 31/01/2023

  Hi ******,
  
  Were sorry to hear about your negative experience
  with Virgin Plus.
  
  We would love to review your account to ensure that
  your feedback has been noted and help find resolution where possible, however,
  we need to know a little more detail.
  
  Can you please reply to this email and include the
  telephone number or account number of the account you had asked to cancel?
  
  The information provided to the BBB takes us to your
  active service under your fathers account.
  
  Awaiting your reply,
  
  Virgin Plus

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was asked to provide further information. The phone number they are requesting is ###-###-####. 
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  Business Response

  Date: 09/02/2023

  Hi ******,
  
  Thanks for providing your
  telephone number.
  
  We were able to locate
  account ********* which was suspended after you reported your device lost or
  stolen on December 13, 2021 and cancelled for non-payment on April 8, 2022 with
  a balance owing of $414.94. After you made payments of $114.94 on October 13,
  2022, this balance was reduced to $300.00.
  
  These charges are for your
  monthly charges up to suspension as well as Early Termination Fees shown on the
  Apr 28, 2022 invoice.
  
  To make payment or for a detailed
  breakdown of your invoices, please contact our Customer Care team at ###-###-#### or through one of the ways listed at ****************************
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:29/01/2023

  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 number ,***-***-****,was activated during the Black Friday promotion on November 19,2022. The plan was $55/mon, $20 credits for 15 months. A few days later, they has another promotion that $50/mon, $20 credits for 15 months. And then, I called the virgin to price match, the female operator said she can do price match for me, but because my number is prepaid, so the bill will show up in December. I received the December bill with no credits at all. After that, I called to virgin over five times, every time I have to explain the same thing to operator, it takes the hour, but still no one can explain to me, no answer to me. They already canceled my phone number today, January 27,2023. Because I owned two months bills. I can pay this bill, but it after credits,$30/mon. I use this number when I came to Canada, I want to keep this number.

  Business Response

  Date: 30/01/2023

  Hey *******,
  
  Were sorry to
  hear about your negative experience with your Virgin Plus service.  
  
  After reviewing
  the account you have mentioned, we can see that it is registered exclusively to
  a name other than your own. In an effort to protect the privacy of this
  accounts owner, we will require their authorization before we can proceed to
  address any matters with this account.
  
  The account
  owner can reach us by calling 1-888-999-2321 to authenticate themselves and
  address any concerns they may have with their service. If they find it’s
  necessary, they can request that you are added to their account as an
  authorized user to access the account on their behalf.
  
  Kind regards,
  
  Virgin Plus