Business Profile

Telecommunications

Virgin Plus

Headquarters

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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.

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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:26/01/2023
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 have been a Virgin customer for close to 14 years... So we're talking My latest experience with them has me thinking I should switch cell providers. We ordered new phones in November of 2022. Phones arrived no problem. As I was activating these phones, in their app it said trade-in your old phone for money back. So I went through the process of trading one of my ****** *** a few days after receiving the new one. According to their trade evaluator the phone qualified for a 700 trade-in with the bonus for ordering a new ***** device.

Forward to January 09th. I call in to see what happened with my trade in. Prior to that I could track the trade progress from the my account section of the website. Then it was just gone. Their rep on the phone said that she could see they had received the phone and that I should receive either an email or a call within 3 business days...

Never received a call. Called back last weekend. The rep forced me to make payment arrangements for the current bill instead of actually dealing with the $700 they owe me (they owe me more than I owe them, and I was waiting for the credit promised on the 9th). Again she said I would get a call or email... again no email or call. 14 years with between 2 - 5 phones probably means they've got somewhere in the order of $33,000 or more of my money. They are about to lose a long-term customer over a dishonest trade-in program. I either want the $700 credit or the trade-in phone returned to me promptly.
Business Response
Date: 27/01/2023
Hi ******

We are sorry to hear about your negative
experience with the trade in of your phone and that its status is no longer
visible in My Account.

When you initiated your trade in, Virgin sent
you an email with instructions that includes a tracking link that allows you to
see the status of that trade in. The
link is www.tradein.virginplus.ca. Once you’ve gone to that website, you can
enter the order number shown on your trade in email along with your email
address to see the status of your trade in.

When we check the status of your trade in, we
can see that it has arrived at Virgin’s warehouse but has not yet been
processed. An update will be shown at
the link mentioned above after the item has been processed.

If you have any other questions about your
Virgin service in the interim, feel free to get in touch using the contact information
shown at www.virginplus.ca/contact.

Best regards,
Virgin Plus
Customer Answer
Date: 27/01/2023

Complaint: ********

I am rejecting this response because: I do not have a tracking number. If you could send it that would be great - really I just want the credit that should have gone through by now. As stated in the original complaint your service rep already told me that the phone was received earlier in January.
I’m annoyed enough with this situation that if it isn’t resolved promptly I will be cancelling my service and moving to *****.
I had your billing department texting/calling that I owe money when you owe me more than I owe you. Your rep from last weekend made me make arrangements to pay for Feb 04th and assured me this whole thing would be resolved by the 26th ….
I’ve been told twice that the processing would take a couple of days and I’d receive a call or an email. Now you’re telling me to track it online and wait…
The last rep I talked to told me this would be resolved by now. It isn’t - fix it or I’ll call and cancel my service and hook the phones up with ***** here.
Sincerely,

****** ******
Business Response
Date: 31/01/2023
Hi ******,

Thanks for providing the
additional feedback.

We have escalated your
concern to our warehouse team and will provide an update as soon as we receive
one.

Online Trade-in: ************
****** ****: ****************

Thank you for your patience during this time.

Kind regards,

Virgin Plus
Initial Complaint
Date:26/01/2023
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 have recently experienced two issues with Virgin Plus that I have not been able to resolve on my own. ACCT#: *********

Firstly, I realized I was charged an installation fee that I was told would be waived when I received a bill for November 10 to December 9 for $302.51. I spoke to an agent on January 23/2023 who tried to tell me that it was a credit for a “Service Processing Upgrade Fee” which was credited to to the promotion that waived the $50 fee when you upgraded your phone. In addition to my phone upgrade, I told that there would be no one time charge - however, on the same bill as the issue above, I was charged an “Upfront Device Price” of $135.88 for the HST for the phone. Please explain why I am now paying tax on this phone TWICE. Since I am financing the phone, I agreed to the additional monthly charge of $49.22+tax for two years - so why did I have to pay $135.88 which was categorized under the tax section on my monthly bill. When I contacted Virgin Plus over their chat option in the app in regards to this situation, the employee was very rude and told me “please calm yourself” when I was being very polite and simply asking questions to get to resolve this matter.

Secondly, my internet service has been down for nearly a week, without any explanation as to why or when it might be restored. I have had nothing but problems since the day it was installed and I have done multiple modem factory resets, used the virtual repair tool and attempted to preform speed tests - but none of which showed it was the speed I was actually paying for and was considerably slower. When I called to resolve this issue, I was told it was due to the lines in my building being old and was essentially left with a response of there “not being much they could do on their end”.

I have been unable to receive a satisfactory response from their customer service team and do not feel
as though Virgin Plus has met their obligations when it comes to the service I have been paying for.
Business Response
Date: 27/01/2023
Hi ******

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

Checking your claim about being billed tax
twice for the upgrade of your mobile device, it can be confirmed that you were
not. When financing a device, your
monthly device payments include tax.
When activating a financed device, your bill will reflect a series of
line items that includes the cost of the device and a deduction from it that’s financed.

The line item on your bill showing a deduction (a
minus) for the amount that’s being financed includes tax in its value. This tax value deducted within this line of
the bill matches the amount shown as a charge in the tax section of the
bill. When a credit and a charge of
equal value exist, it means there is no charge at all, not two charges.

With respect to your internet service – We are
sorry to hear you have outstanding concerns about its speed and connectivity. When it comes to the wiring inside a building
that connects to your home, we don’t have a way to change that. We are sorry to hear you’d been told it’s the
cause of your connectivity concerns.

If you have any other questions about your cancelled Virgin service,
please reach us using the contact information at wwww.virginplus.ca/contact.

Best regards,
Virgin Plus
Initial Complaint
Date:26/01/2023
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.
In May,2020, I called virgin plus representative to close my post paid account and move me to a prepaid account. I got charged for what I owed and paid a fee to move to a prepaid account.
In the year 2022, I opened my credit to see a bad debt write off on the said closed account and that i missed payment for months, when infact i was not using the service anylonger. Have tried speaking to their representative but they keep sending me to different agents that dont know what to do.
All im asking is for them is to take the bad debt write off from my account or give a call log that i was using the account for those months or get the call recording that was between March or April or 2020 that will show that I requested the account to be closed.
Business Response
Date: 27/01/2023
Hi ********

We are sorry to hear about your negative
experience with the billing and credit reporting of your cancelled Virgin Plus
service.

All Virgin Plus Postpaid services are issued
bills monthly in the regular course of business showing their balance due. This in mind, you would have been provided
bills showing you the outstanding balance you are now disputing the credit
reporting of.

With this in mind, a modification to the credit reporting of your
cancelled account would not be warranted and will not be provided in response
to this complaint.

If you have any other questions about your cancelled Virgin service,
please reach us using the contact information at wwww.virginplus.ca/contact.

Best regards,
Virgin Plus
Initial Complaint
Date:23/01/2023
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.
In August 2022 i was solicited on the phone by a virgin member for an upgrade to my they offered me a new ****** ** with added data for $50.00 per month.i accepted the offer they guaranteed i would get my new phone in 48hrs.after a week say first of September i received an e mail from ********* with a tracking # that i followed up to find that the phone had been delivered to me at an address in Ontario? They said that a package to **** ****** was delivered!, i contacted virgin to let them know of this and they were to look into the matter and get back to me,however after about a week i heard nothing so i called them back (the problem is your calling Thailand) i feel they did nothing for me ,finally i called for at least the 10th call they told me my file was in invesgation and someone from that department would get back to me in 48hrs.
Well i was told this 4 or 5 times when i was not receiving that call from the investigation dept. And i noticed i was being charged for an upgrade to a new phone which they knew i had not received. I kept paying my bill because they sad it would take 2 billing cycles to correct, this was in Oct or November but no credit was made to my acct.
Finally virgin told ne that this was a fraudulent transaction and the offer to me was not from a virgin employee i asked how could a stranger get virgin to send merchandise to people, there had to be someone in virgins organization involved.They dismissed this but I can't.
I received a call January 19 advising me that my new balance was $25.00 I asked them to e mail me they never did.I called to see what my balance was and it is $212.00+ and got the same old response don't worry all It takes is two billing cycles...that convinced me to make this complaint.
To make matters worse i finally changed to ****** but because i did not my ***** ** i am forced to wait untill February 6th to be able to use my phone to pay bills to use messenger
Please help.
Ifeel i should not have to pay anything!
Business Response
Date: 26/01/2023
Hi ****,

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

After review of your account,
we can see that our Fraud and Preventions team is actively handling your file.

Please contact them directly
at ###-###-#### to discuss your concerns, this team is here to take your call
24/7.

Once again, we are truly
sorry if this has negatively impacted your experience with Virgin Plus.

Kind regards,

Virgin Plus
Customer Answer
Date: 30/01/2023

Complaint: ********

I am rejecting this response because:
I contacted the phone number given to me and spoke to a representative of Virgin and told me that they had made adjustments to my bill of over $1,000. I asked when as i did not see anything like that on my statement? She said for the phone i did not receive, i said ok but what about all the small charges and upgrades of which i did not ask for or get.I found her **** when i asked for compensation since August of 2022 and she said something to the effect that all adjustments have been made and we ended the conversation.

Sincerely,

**** ******
Business Response
Date: 02/02/2023
Hi ****,

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

We have been in touch with
our Fraud and Preventions team who have confirmed that adjustments totalling $1176.49
have been provided to your account in response to the fraudulent upgrade.

These credits effectively
removed all charges associated with the upgrade, as well as the price plan difference
for October, November and December 2022.

The balance remaining on the
account is for monthly billing up to the date of cancellation. Please note, there was
a payment back out (reversal) that took place on Sept 30, 2022 and no payments
made between September and December 2022.

Detailed invoices and payment history can be seen on your Online Account
at www.virginplus.ca/myaccount and if you still require a walkthrough, please do not hesitate to contact our
Customer Care team at ###-###-#### or through any of the ways available at www.virginplus.ca/contactus.

Once again, we are truly sorry if this has negatively impacted your
experience with Virgin Plus.

Kind regards,

Virgin Plus
Initial Complaint
Date:15/01/2023
Type:Delivery 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.
Since November 18. 2022 I have been anticipating the delivery of ** ****** ** that I upgraded to.
On November 25, 2022, I was notified by ********* that they couldn't deliver the package as my apartment unit number had been left off the shipping label.
I was advised by ********* that I was not allowed to give them a correction on the address. That step required Virgin to contact ********* to provide the full address.
Over the next week, I repeatedly reached out to Virgin by phone, chat & email to resolve this issue. Virgin failed to take appropriate steps so ********* eventually deemed the package undeliverable & returned it to Virgin.
I have submitted numerous escalations, initiated more chats, received emails and done everything I could think to do to resolve this epic customer service failure.
I've been dismissed, and hung up on, had chat sessions end with no explanation, *** **** **** *** ignored and treated abysmally.
IT IS NOW JANUARY 12, 2023 and I still haven't received my new phone!
I HAVE NOT RECEIVED ANY CORRESPONDENCE OR CONFIRMATION THAT THIS ****** IS BEING SHIPPED TO ME!
I HAVE PAID THE GST AND OTHER CHARGES FOR THE PLAN I HAD TO UPGRADE TO.
I SAID I WAS GOING TO WITHHOLD PAYMENT UNTIL I RECEIVED THE PHONE AS SOME KIND OF LEVERAGE ONLY TO BE THREATENED WITH SERVICES BEING SUSPENDED AND MY ACCOUNT GOING TO COLLECTION!
Today, I will submit this formal complaint with the Better Business Bureau & I will post to social media about Virgin's epic failure in this regard.
Virgin Plus Canada has not initiated a single step in trying to resolve this. I have driven this issue for almost 8 weeks.
This has been the worst customer service experience I've encountered in my lifetime!
Business Response
Date: 17/01/2023
Hello ******

We are sorry to hear about your negative experience with your recent
order.

When checking your account, we were able to see that your original order
was undeliverable and had been returned to Virgin. This order was re-shipped and has now reached
you.

If you have any other questions about your Virgin service, please reach
us using any of the contact methods shown at **************************

Best regards,
Virgin Plus
Customer Answer
Date: 17/01/2023

Complaint: ********

I am rejecting this response because:
Although I am in physical receipt of the ****** ** as of 11:30AM today, this does not magically erase the seven weeks of frustration I endured to get to this point!
Virgin failed to act on multiple contacts & requests to resolve the net issue of an incomplete address on the shipping label. There was a 'one phone call' resolution available to them on November 25th or 26th, 2022. They choose not to act.
I expended many, many hours trying to get resources at Virgin to do their jobs! Not once did they proactively reach out to me despite myriad contacts & overtures I made to them.
I remain convinced that had I not pursued formalizing a detailed complaint with the BBB, they would not have reshipped the phone within hours of my submitting the complaint.

In the end, I do not expect Virgin to do anything more than the bare minimum of finally sending the phone, activating the revised plan now that I have the phone, & stamping this 'Cased Closed!'

Sincerely,

****** **********
Business Response
Date: 20/01/2023
Hey there ******

The device you received was not sent in
response to your complaint submission with BBB.
Rather, the device reached you prior to Virgin receiving this complaint
from BBB.

We remain truly sorry for your negative
experience with this orders shipping delay and are happy to hear you confirm
its now been received by you.

Should you have any other questions about your
Virgin service, you can get in touch with us using any of the contact info
shown at **************************

Take care!
Virgin Plus
Initial Complaint
Date:15/01/2023
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.
Re: Account *********

I am awaiting a credit on my ********** for $737.24. I was told on Jan 9th it had been applied yet I have not seen this.

The circumstances for this are detailed below.

My balance owing for the Dec bill was $737.24 of which $612.09 was to be credit back *** ** *** ******* ** ** ************* *** *** **** ***** ************. We e-mailed the ***** *********** and followed up that it had been received successfully. I was told the credit would be applied to my Jan bill. The $737.24 was paid by my auto-pay on Jan 12th,

I received my Jan bill only to find out the $612.09 had not been applied. I called on Jan 9th and was told that because I had auto-pay, it was not credited and they would do it manually. They then stated they could not credit back the $612.09 amount as they could only credit the actual payment amount of $737.24. They said they would credit this amount back and adjust my Jan bill to include the remaining balance from Dec of $125.15 and the Jan balance of $226.13 making the new Jan payment $371.34. I am fine with this.

What has not happened is the $737.24 being credited back to my ********** as promised.

Can you please apply the credit.

Thank you.
Business Response
Date: 17/01/2023
Hello *****

We are sorry to hear that you have yet to receive the refund that was
issued to you on January 9th.

Processing time for a refund is between 2 to 3 weeks. We ask that you please allow the appropriate
processing time for the refund mentioned to reach you.

Should you have any other questions about your services, please get in
touch with Virgin directly using the contact information shown at www.virginplus.ca/contact.

Best regards,
Virgin Plus
Initial Complaint
Date:08/01/2023
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.
Re: Cell phone number ###-###-#### Account # ********** I have sent two complaint letters to VirginPlus executive office with no response from them
In November when I was making plans to travel to the USA and wanted to use my cell phone there, I checked with VirginPlus to see what was possible. I was informed that the plan I was on (prepaid) could not work in the USA but if I switched to a postpaid account, then I could purchase a 30 day Travel Pass to use while I was in the USA. I asked about the credit balance in my prepaid account ($530.72) and was clearly told that when I got my new postpaid account bill in December that an amount equivalent to the amount owing on the bill would be transferred to my postpaid account to cover the bill and that this would continue to happen each month until the credit amount in the prepaid account was exhausted.
On November 21, 2022, I transferred my existing prepaid account to a postpaid account and then later purchased a 30 day USA Travel Pass. I again asked about the credit balance in my prepaid account and was reassured, a 2nd time, that the money was still in the prepaid account and when I receive my bill from VirginPlus, an amount from the credit balance in the prepaid account would be transferred to the Postpaid account to cover the bill.
On Dec 23, 2022 I received my first bill. Nowhere was there any mention of a transfer of money from the prepaid to postpaid accounts to cover the bill. I phoned Gio in Customer Service to discuss the matter and after a lengthy on hold wait of over 35 minutes I was transferred to Rassmeed who informed me that there was nothing written in the file to say the money would be transferred when the first bill was sent. Her solution was to transfer me to the Collections department- not a solution to the situation.
Business Response
Date: 10/01/2023
Hey there *****

We are sorry to hear about your negative experience with the billing of
your new PostPaid service after migrating from PrePaid.

When we checked your PrePaid account, we were able to see that it indeed
had a balance of $529.52 when it was cancelled and your phone number was
migrated to a new service on Virgin PostPaid.
When a service is moved from Prepaid to PostPaid, Virgin will transfer any
unused Prepaid balance up to $50.00 toward the billing of the new PostPaid
account. When a balance exceeds $50, the
remainder is transferred in $20 monthly increments (rounded up to the nearest
$20 increment) until the remainder of the Prepaid balance has depleted.

To make this right, we have transferred the maximum $50 to your new PostPaid
account today and setup a recurring $20 transfer for the next 24 months, for a
total transfer amount of $530.00. You
will see this reflected on the next bill that you receive from us.

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

Best regards,
Virgin Plus
Customer Answer
Date: 11/01/2023

Complaint: ********

I am rejecting this response because:
In the response to the letter that
Virgin Plus sent to you, which I have not received from them, it
plans to maintain the credit amount of approximately $530.00
somewhere and disperse it to me at a rate of $20 a month for two
years after the initial $50 transfer. This method does not allow me
to monitor my credit balance with VirginPlus. When I first phoned
Customer Service at Virgin Plus on December 23, 2023 to find out what
happened to the credit balance, I was informed that they did not any
information on the credit balance and suggested I contact their
Collections department. What can possible lead me to believe that
the transfer will take place every month and that if I have a
question about the credit balance in this unknown account, that
Virgin Plus will have the appropriate information if I need to phone
about it the next time.

I am willing to accept that Virgin Plus
will not send me a cheque for the money in the credit balance but I
fail to understand why Virgin Plus cannot just transfer the credit
amount directly into the new Post Paid account where at least I can
see the remaining credit balance when I access the new account. To
transfer an amount in $20 increments over 24 months does not appear
to me to be the fairest answer nor the most efficient solution to
this matter.

I am hoping that Virgin Plus, as a
gesture of good faith, will transfer the entire credit balance into
the new Postpaid Account. In that way, the money still remains in
their possession while I have the ability to monitor that amount and
have the funds available to pay my new monthly bills with Virgin
Plus.

Sincerely,

***** ******
Business Response
Date: 17/01/2023
Hello *****

Our position remains unchanged. Prepaid
funds are neither refundable, nor transferrable. This is shown in the Terms of Service you’d
accepted to activate your service. See
section 39 (b) of ************************

Despite this policy, Virgin has allowed an exception only in instances
where a customer moves their service from Prepaid to Postpaid and maintains the
same phone number on their new service.
This exception allows a Prepaid balance up to $50 to be transferred
directly onto the new Postpaid account.
For any amount about $50, it will be transferred in $20 monthly increments
(rounded up to the nearest $20). We
confirm this transfer exception has now been appropriately applied to your new
PostPaid account.

If you have any other questions about your Virgin service, please reach
us using any of the contact methods shown at **************************

Best regards,
Virgin Plus
Customer Answer
Date: 22/01/2023

Complaint: ********

I am rejecting content of Virgin Plus' response to the resolution of this matter for the following reason- when I did make the switch to Virgin Plus Post Paid Account I was in no way advised on the phone that the credit balance in my prepaid account could not be transferred over to the new postpaid account despite asking twice about this amount. I find it hard to accept that Virgin Plus cannot transfer this credit balance if it wanted to do so. even if it is an exception to its "rules". Unless Virgin Plus is willing to bend, I really don't see any real alternative for me. At least the company has acknowledged that I do have a credit balance... something that their customer service did not acknowledge when I phoned them in December. I am trusting that this credit balance will not mysteriously disappear and that Virgin Plus will this time honour its committment. I thank BBB for all their efforts on my behalf. It is heartwarming to know that there is someone out there watching out for the consumer.

Sincerely,

***** ******
Business Response
Date: 27/01/2023
Hello *****
Thank you for confirming that your complaint with BBB can be concluded.
Best regards,
Virgin Plus
Customer Answer
Date: 31/01/2023
I grudgingly accept the response from VirginPlus since it appears to me that this company's position is not in any way flexible. At least they have acknowledged that a credit balance is there and will be applied at the rate of $20 per month for approximately the next 2 years.
I again thank the BBB for all the help that they provided in at least making the company acknowledge that there is a credit balance.
***** ******
Initial Complaint
Date:05/01/2023
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 ordered a phone online in August and the next day when they wouldn’t up my data that was to be the new plan then I cancelled the phone. The guy on phone confirmed it wasn’t sent out and cancelled continued to it. Months later I got an email saying “you haven’t activated your phone yet”. So I looked at my bill and realized that they had been charging me for a new phone that I had already cancelled before it was sent out. I also moved to another province. So I called and said I had cancelled the phone and never received it. They say they sent it out, I’m pretty sure to my old address, and I know am being told I am responsible to pay for it. I told them I wanted to talk to a supervisor as I wasn’t going to pay for a phone I didn’t get and they argued with me. Then finally they put someone else on and they said they would investigate. This was on November 16, 2022. I have not heard a word back and I am still being charged for the phone.
Business Response
Date: 10/01/2023
Hey there ******

We are sorry to hear about your negative experience with the billing of
your Virgin Plus service following an order you created for your service.

Checking your account, we were able to see that you’d created Order ID *******
using Self Serve on July 31, 2022. While
setting up your order, you were prompted to ensure the accuracy of your address. After you submitted your order, it was
shipped to the address you confirmed using ********* tracking number ************. ********* confirms successful delivery of
this order to your address on August 5, 2022.
Following delivery of your order, it was activated on September 6, 2022.

With delivery of your order successful to the address you’d confirmed to
be accurate in your July 31 order submission, you will remain responsible for
the order that was fulfilled.

Should you have any other questions about your service, please get in
touch with us by calling 1-888-999-2321.

Best regards,
Virgin Plus
Customer Answer
Date: 16/01/2023

Complaint: ********

I am rejecting this response because: I called to cancel the order and spoke to someone who did confirm it had not been shipped out and cancelled the order for me. You have the recordings so you should listen to them. I am not responsible if your employee did not cancel the order when he told me he did.
I will be canceling all three yep 3 of my accounts that I have had with you for many many years as a result of your mistake.

Sincerely,

******* *******
Business Response
Date: 17/01/2023
Hello *******

Our position remains unchanged from that which was previously expressed.

If you have any other questions about your Virgin service, please reach
us using any of the contact methods shown at www.virginplus.ca/contact.

Best regards,
Virgin Plus
Customer Answer
Date: 21/01/2023

Complaint: ********

I am rejecting this response because:
i would like to know how you could activate the phone since it was obviously not me with the phone. Anytime I call you have lots of questions to make sure it is me. So how do you activate a phone without making sure it is not me calling. Also how do they use the phone if it’s my phone number. None of this makes any sense. Also how do you send a phone without a signature from me receiving it. Maybe you can answer all my questions. And then replay the phone calls stating that I cancelled the phone before it was apparently sent out and then you can stop charging me for a phone I never got.

Sincerely,

******* *******
Business Response
Date: 27/01/2023
Hello *******

Our position remains unchanged from that which was
previously expressed. More
specifically that delivery of your order was successful to the address you’d
confirmed to be accurate in your July 31 order submission. With this in mind, you will remain
responsible for the order that was fulfilled.

If you have any other questions about your Virgin
service, please reach us using any of the contact methods shown at
www.virginplus.ca/contact.

Best regards,
Virgin Plus
Initial Complaint
Date:03/01/2023
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 initially signed up for virgin home internet almost a year ago. I was promised a bill credit of $50 on 3rd bill which I never received. I called the customer several times and was told that escalation department would get back to me within 7 days. Till date they have not gotten back to me. Then on December 2nd I renewed my internet plan (order number: ********). I was suppose to get bill credit of $60 every month for a year. I received the bill recently only $25 credit was applied. Again I called customer service their response was the same that escalation would contact me. I would like this issue to be resolved as soon as possible.
Business Response
Date: 04/01/2023
Hi *****

We are sorry to hear about your negative experience with the discounted
billing of your Virgin Plus Home Internet service.

When we checked your account, we were able to see that a onetime credit
of $50 plus tax was provided December 25 to rectify the dispute you’d
mentioned.

We also confirm that a $25 X 12 month credit was added to your service
on December 5 and an additional $35 X 12 month credit was added to your service
on December 28 to fulfill the expectations of your dispute.

If you have any other questions about your Internet service or its
billing, just give us a ring at ###-###-####.
We’ll be here to help!

Take care,
Virgin Plus
Initial Complaint
Date:23/12/2022
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.
On Nov 21/2022 my Virgin Plus account was hacked and an order was placed without me knowing it and I have been charged for it. Upon discovering this, I immediately contacted Virgin Plus customer care and have spoken to them at least 10 times, I also spoke to their fraud team twice and I keep getting billed for a service I did not order. In early December 2022, I received the **** that someone else ordered on my account, I contacted Virgin Plus again and returned it via ****** **** waybill number **** **** **** ****. I'm not getting anywhere with Virgin Plus team resolving this.
Business Response
Date: 23/12/2022
Hi ******

We are sorry to hear about your negative experience with an order placed
on your Virgin Plus account.

When checking your account, we were able to see that a return of the
order you’d mentioned shipping back to Virgin had not yet been processed. You will be contacted after your return has
been received and processed. If you have
any questions about your account in the interim, please get in touch with us
directly at ###-###-####.

Kind regards,
Virgin Plus
Customer Answer
Date: 24/12/2022

Complaint: ********

I am rejecting this response because: The item was returned to your facility Dec 13/22 as per your instructions and at no fault of mine, *** ******** ******** ************ **** ****** ****. I am now billed for the monthly service and a payment plan for the **** which I did not order. I get the same story every time I call Virgin Plus at the number you provided, the team really don't know what is happening and don't care. My bill continues to climb higher for something I didn't authorize. Please take immediate actions to rectify. As previously stated to the executive office of Virgin Mobile, I will be contacting the CRTC if not resolved by Dec 31/22

Sincerely,

****** ****
Business Response
Date: 05/01/2023
Hi ******

We are sorry to hear about your negative
experience with an order placed on your Virgin Plus account.

When checking your account, we were able to see
that you have been in contact with our Customer Care. To confirm, our team
provided adjustments of $46.91, taxes included resolving the billing dispute.

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

Kind regards,

Virgin Plus
Customer Answer
Date: 10/01/2023

Complaint: ********

I am rejecting this response because:

The $46.91 was not the original issue, that the most recent problem that was resolved. The main issue is that Virgin Plus says I placed an order but it was not me, my account was hacked and you are pointing all fingers to me and it wasn’t. On Dec 23, Virgin Plus activated the changes made the hacker which left me without a phone over the Christmas season. You also forwarded me the contact details which I did not agree to but you still went ahead and activated the **** the hacker ordered even after I had it returned to your facility Dec 13. Now on Jan 1 you gave me a one month phone plan and changed me $99.00 which I immediately called and it was adjusted back to my monthly plan amount. As of today I have 20 days remaining on the one month plan you put me on so I wonder what you will do then? Virgin Plus is no to be trusted in my humble opinion.

Sincerely,

****** ****
Business Response
Date: 12/01/2023
Hi ****,

Again, we are sorry to hear about your negative
experience with the billing of your Virgin Plus services.

As previously mentioned, we located two accounts
in your name – One containing a Mobile phone and a Home phone service and the
other containing an Internet and a TV service.

We confirm that both accounts hold an
outstanding balance and neither account was cancelled under Virgin’s Buyers
Remorse policy. Both accounts were cancelled after the 30 day threshold.

For any questions or concern about the status
of your cancelled accounts, please contact us directly at ###-###-#### - –
we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 16/01/2023

Complaint: ********

I am rejecting this response because:

I am not ****. In True Virgin Plus fashion, you have things totally mixed up.

Sincerely,

****** ****
Business Response
Date: 17/01/2023
Hello ******

When checking your account, we see that you submitted this same
complaint to CCTS. To avoid any crossed
wires, we’ll correspond with you via your CCTS complaint only.

Best regards,
Virgin Plus
Customer Answer
Date: 20/01/2023

Complaint: ********

I am rejecting this response because:

It’s clear that Virgin Plus does not know how to respond and does not care about customers.

Sincerely,

****** ****

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