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

  4800 Kingsway Burnaby, BC V5H 4J2

• 

  Virgin Plus

  526 W Broadway Vancouver, BC V5Z 1E9

• 

  Virgin Plus

  1555 Regant Avenue E Winnipeg, MB R2C 4J2

• 

  Virgin Mobile

  1225 St. Mary's Road St. Vital Shopping Centre Winnipeg, MB R2M 5E5

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:16/12/2022

  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 not being sent my bills for my services. This has been happening for 6+ months. I have contacted customer service several times and they have not been able to help. I have attempted to contact their Executive Service and have not received a response back. I am never sent my bills through the mail, email or text even though I have requested this several times. I am being charged late fees which I do not agree with because I am aware of the bill and the charges.
  I would like the company to send me my bill every month. Simple resolution.

  Business Response

  Date: 16/12/2022

  Hi *****
  
  We are sorry to hear about the trouble you’ve had receiving your bills
  for your Virgin service. 
  
  When checking your account we were able to see that you enabled Paper
  Billing on your account yesterday, December 15, however, we feel it prudent to
  mention that there is a difference from the address you provided BBB and what
  you’ve listed on your Virgin account that may prevent you from receiving the
  paper bills you’d subscribed to.
  
  The difference is specifically within your street name.  On your Virgin account, it is listed as a “Street”
  where you’ve listed it for BBB as “Ave”. 
  We ask that you log into *************************** to ensure your address is accurate so you can receive the paper bills that will
  begin being delivered on your next billing date.
  
  Should you have any other questions about your bill delivery, or,
  updating your address accurately, please reach us at ###-###-####.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 16/12/2022

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

  I am registered for both paper and email bills. I have been told by several customer service agents at Virgin that I am signed up for paper and ebill and have never received either. 

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

  Business Response

  Date: 19/12/2022

  Hi *****

  Our position remains unchanged - you're account address seems to contain a typo.  It does not match the address you provided BBB.  Please log into ************************ to correct your billing address.

  Kind regards,

  Virgin Plus

  Customer Answer

  Date: 19/12/2022

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

  The address on my Virgin Account has been the same for 2 years. The same address you have sent mail to. It is also the same email address you send multiple promotions and my contract to. 

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

  Customer Answer

  Date: 10/01/2023

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

  I have sent you a picture of my drivers license with my address on it in the previous conversation. It is impossible to change an address to something that it is not. Furthermore, I have requested to receive email notification of my phone bill, through your website and have not received one.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 17/01/2023

  Hello *****
  
  When checking your account, we can see that you had followed our advise
  to update your billing address at the same time you sent this response to BBB.
  
  With your address updated, the next bill to populate on your account
  will be sent to its address.
  
  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

• Initial Complaint

  Date:14/12/2022

  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 new virgin connection on December 2, 2022, after couple of days I received a bill before providing the connection. looks like they are billing before starting an active line, as of now I didn't use any of the service from virgin and scared to use in future because of these kind of meaningless charges(********* **** ** *** ****) kindly requesting to take necessary steps to close all account opened in my name and cancel the bills created with out providing any service

  Business Response

  Date: 15/12/2022

  Hey there ****
  
  We are sorry to hear about your negative experience with the billing of
  your new Virgin Plus service.
  
  For any inquiries with your service, its billing, or, to request its
  cancellation, you’ll have to correspond with Virgin directly using any of the
  contact methods shown at **************************
  
  We look forward to hearing from you,
  Virgin Plus

  Customer Answer

  Date: 15/12/2022

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

  I felt Virgin mobile doesn't have efficient mechanism for cancelling order that I placed through online, that is the reason I am approaching better business bureau, kindly advise the provider to cancel  all the accounts created on my name and cancelled the bills that already issued 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 19/12/2022

  Hi ****

  You'll have to contact Virgin directly yourself.  You cannot ask a different entity whom is not authorized to access your Virgin account to make changes on your behalf.

  Again, all contact info for Virgin Plus is available at **************************

  We looking forward to heading from you,

  Virgin Plus

  Customer Answer

  Date: 09/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I not even started the service they are keep sending bill, with out starting the service why i have to contact virgin to stop the service, with out activating the service virgin can start automatic billing but stoping that customer have to contact virgin, kindly requesting better business bureau to take necessary steps stop this kind of practices from cellular providers
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 10/01/2023

  Hey there ****!
  
  Our position remains unchanged.  The
  service was activated at your request.  You’ll
  have to contact Virgin directly to address your dispute and to request any
  changes to that service.
  
  Take care!
  Virgin Plus

• Initial Complaint

  Date:12/12/2022

  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.

  Hi,
  Ref: complaint #******** I’m writing again to let you know that I’ve not heard back from Virgin Plus as yet. The billing due date is coming nearer with every passing day and I don’t want it to impact my credit bureau. Kindly help with regards to get me the credit I was promised by their agents on the phone. I’m not asking for any other compensation or any unreasonable refund but what I was promised and was not honoured.
  I look forward to hearing back soon in this.
  Thank you
  **** G.

  Business Response

  Date: 12/12/2022

  Hi ****
  
  We would like to help address your complaint.  To do this, we’ll need more information to be
  able to assess and respond appropriately to it.
  
  Can you please reply with a brief explanation of your complaint and the
  credits/charges you are disputing?
  
  Awaiting your reply,
  Virgin Plus

  Customer Answer

  Date: 13/12/2022

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

  I’ve been writing for the last one week seeking a response regarding the reversal of additional charges of $97.50 for using add on data in Nov 2022. I was promised a credit for the charges when I added the data on the call as it was one off case and I normally stay within my 12 gig of data limit. I called on Dec 12th again and the agent gave me the credit of $70 and adjusted my bill amount. I went ahead and paid the remaining bill of $89.59 as due date is approaching fast. I’d appreciate if I could get a credit for $27.50 for all the hassle *** ********** I went through with no fault of mine because of miscommunication and lack of service at your agents end who promised the credit. Look forward to hearing from you. 
  
  
  
  Sincerely,
  
  
  
  **** *****

  Business Response

  Date: 15/12/2022

  Hi ****

  Thank you for providing this clarification.

  First, we feel it prudent to mention that going forward, you'll be responsible to pay for any add-ons you request for your service.  However, to settle this dispute, we have made a onetime exception to provide an additional credit of $27.50.  You will see this credit reflected on your balance immediately.

  Should you have any other questions about your Virgin service, please reach us with any of the contact info shown at wwww.virginplus.ca/contact.

  Best regards,

  Virgin Plus

  Customer Answer

  Date: 15/12/2022

  
  
  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:12/12/2022

  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 accidentally made an overpayment on my virgin account. It is a sizeable overpayment of just over $1700.00.
  I made this payment on September 19th 2022. I have called virgin many times as to issuing me a refund, but to no avail. I have been given many different scenarios of the process in which is virgins practices. I have been very patient, I realize the initial mistake was mine, but a refund should not take from September 19th -whenever I’m still waiting.

  Business Response

  Date: 12/12/2022

  Hello ****
  
  We are sorry to hear about your negative experience having a refund for
  your overpayment provided  to you.
  
  Your refund was issued at the end of November via mailed cheque to the billing
  address on your account.  While reviewing
  this, we noticed that the billing address on your account is different than
  that which you’ve provided BBB on your complaint submission. 
  
  We ask that you please log into My Account at *************************** and
  update your billing address.  After
  updating, you can reach out to Virgin directly and ask that any un-cashed
  refund cheque be reissued to the updated billing address on your account.
  
  Should you have any other questions, please reach us at
  ###-###-####.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 12/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the address that is on file is absolutely correct and has been read to me numerous times during this goose chase virgin has caused me to endure. I was informed that the cheque was processed on 19th of October,  not the end of November

  I do not appreciate the array of fabricated excuses in which the representatives of virgin have dropped on this should be obtainable journey of a simple refund. 
  I do not appreciate virgin representatives gaslighting me and causing me to feel undue hardship over a simple error on my part and to continue to allow this to happen after so many interactions with me, fully knowing that I was served an eviction notice (N4) due to not being able to pay the rent due to this simple error.
  I will move foreward from in obtaining documentation from my banking institution showing that they were also told that the funds had been processed on October 19, 2022.

  Virgin has demonstrated such a lack of respect and due diligence, much lower than which the company expects from their customers.
  
  Sincerely,

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

  Business Response

  Date: 15/12/2022

  Hey there ****

  No mistakes here! The address on your Virgin account is different from the one you provided BBB.  Again, we ask that you log into MyAccount at *************************** to see this for yourself and to update it to match the one you provided BBB.

  Once your address has been updated, we'd be more than happy to re-issue the refund to the updated address.  At this time, we have not yet re-issued it since it would only return to the address on your account, which again, does not match the one you provided BBB.

  We look forward to seeing this resolved and eagerly await the news of your address update so we can move to the next step with this.

  Best regards,

  Virgin Plus.

  Customer Answer

  Date: 21/12/2022

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

  Complaint: ********
  
  I am rejecting this response because:
  The address that is on file with virgin is absolutely correct, I have given my address for identification purposes and checked it online in my account and I called virgin to have the representative read it aloud for me. However, the address that  BBB has, has absolutely no relavence to virgin not issuing a refund within a appropriate time frame. The address has always been correct and this is another attempt to shift blame and to stall the process Initially I made the error of overpayment, but virgins has been absolutely dreadful and created a very stressful and frustrating experience. Continuously giving me the run around. When, I initially contacted virgin on September 19th I was told that it would take 30 days and to contact my bank because it could be processed quicker usually within 10 business days, that was the advice given to me by a virgin representative, so that is what I did. This process began but the results were fruitless. I have no idea what happened or what was done, virgin spoke of the back office and did not elaborate, but that was the department that looked after refunds. I was told the cheque was processed on October 19 and would take four to 6 business weeks to reach me by mail, * ***** ** ** ***** ** ********* *** ** *** ********** ** ******* ** ** ***** *** ** ****** * *** *****
  I was told that I didn’t need to call back to check in on what was happening I could see the progress on my account page. I could see my balance nothing more. I called numerous times and each time told something new, I was  told there would be an investigation launched into to what had happened, and that was a manager that told me that. Next time I called no one knew anything about the investigation. **** *** **** * ****** 
  I would appreciate copies of all communication that has transpired with myself and virgin and the communication between my ******* branch, please. I was told prior to speaking with an agent that the conversation would be recorded for training purposes so there is always that to refer back to.

  I am awaiting a response from my ******* branch.
  
  
  Sincerely,
  
  **** *** *****
  
  
  
  Sincerely,
  
  
  
  **** *** *****

  Business Response

  Date: 22/12/2022

  Hi
  ****,
  
  We
  reached out to you directly on December 15th after submitting a
  response to your complaint within BBB’s web portal.
  
  We
  want to apologize – The address on your Virgin account is in fact the same as
  you’d provided BBB on your complaint submission, however, there were a couple
  things that prevented us from realizing this:
  
  The address on your Virgin account was formatted differently (apartment number after the street address in our system, not before the street address like you’d shown BBB)
  The length of the street address with the apartment number at the end exceeded the character limitation of the field we use to view addresses in our system (the end containing the apartment number was cut off from our visibility)
  
  To
  remedy this, we’ve updated the address on your Virgin account so it now lists
  your apartment number in a separate field from your street address, This will
  ensure the apartment number is no longer an inclusion of the single line that
  contains the street address and prevents the possibility of it being out of
  sight due to a character limitation.
  
  As
  well as updating the address formatting on your Virgin account to match what
  you’ve provided BBB, we’ve also reached out to our Refunds team and asked that
  they cancel your original refund and re-issue it to the updated address.
  
  Please
  allow two weeks for the re-issued refund to reach you by postal mail.
  
  Should
  you have any other questions about your service, please get in touch at
  ###-###-####.
  
  Best
  regards,
  
  Virgin
  Plus

• Initial Complaint

  Date:08/12/2022

  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 spring I moved from Brandon (BR) to Portage Mb. I was staying at ** *****. My bank card and gov Id were stolen. In early Mar I went to a BR Virgin kiosk. I was discussing a phone when they received a call from HQ. I could not get a phone fom them as I did not have an Id. Transaction was canceled.
  
  In PG I started receiving bills from Virgin via email. I replied stating the abv and emails stopped.
  
  Now Virgin has an amount on a credit report. All I get is bad insults.
  
  I am told I am not cooperating, being difficult regardless of the person I speak with.
  
  I spoke with a credit supervisor and he was very hard on me. He said it was all semantics. He didn't care if I did not get a phone or plan, the fact is a "determination" was made, and I have to pay them to fix the credit report. Anytime I say anything, they use the same narrative... that I am being difficult and not cooperating with the process. They cannot and will not change the "determination".
  
  **** ** ********* ** *** * **** ** ** ** *** *** ** *** **** *** * **** ****** **** **** ** **** ** ****. Now I have their improper charges on my credit report and getting scam calls from some agency.
  
  I have received nothing from them. ** ** *** *** **** ********* ** ** ** ********* *** ** ** ******.
  
  So I ask for your help. They are a huge company and I cannot deal with it, it is not fair. It is insulting for them to say the fact I never got a phone or plan is "irrelevant".
  
  *** ** * ***** ********** * **** **** **** ******* **** ** **** ********** * **** **** ***** ** *****.
  
  They quote acct number ********* but I have never had anything to do with it or anything else.
  
  I hope you can help on this. * *** ****** **** ** ******* ** * ***** ***** ***** ******* *** ****** ******* ****** ******* * ** **** ***.
  
  They can never justify any of this mistake. They know they are wrong. **** ******** *** * ******* ** ***** ** **** **** ** ** ** ************* ********** ***** ***** * *** ** **** ** **** **** ***** ** ****

  Business Response

  Date: 08/12/2022

  Hello ******

  We are sorry to hear about your negative experience activating a service with Virgin Plus and the billing that followed.  For any questions or concern about the status of your cancelled account, please get in touch with us directly by calling ###-###-####.

  Best regards,

  Virgin Plus

  Customer Answer

  Date: 14/12/2022

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

  I called Virgin at the number they provided you. The woman was very mean and said I owe them money. They will not respond to the fact I never got a phone or any service plan from them as I did not have government ID asbit had been stolen from my motel room. She said they are using my sin (social insurance nnumber). **** ********** *** ***********

  It is too stressful for me. She is disregarding the BBB complaint.

  It's too much really
  
  
  
  Sincerely,
  
  
  
  ****** ******

  Customer Answer

  Date: 19/12/2022

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

  I have never received a cell phone or any service plan from this company. I did not have government Id (it was stolen) so the kiosk wad unable to provide me with anything. This is clearly the case. They are unjustly creating a fictitious billing *** ******* ** ** ******* **** *** ** ** ****** *******

  They should be called out for this. They ignore giving any credible evidence and claim they are using my SIN number.

  M cell phone, no cell number, no calls, no plan and no anything. ** **** *** ***** ** ** *** **** *** ***** ** ** *********

  A large company like this should have better things to do than overly bothering an innocent individual.

  Perhaps they can provide the BBB with evidence, and indicate why they are ********* someone, with no reason to do so, and hurting someone for absolutely no reason other than internal mischief and pranks.

  It has to be stopped, it is no way for any responsible management to behave but rather it is immature local staff.

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

  Business Response

  Date: 22/12/2022

  Hello ******,
  
  Thanks for providing additional feedback. Unfortunately, our position remains unchanged. 
  If you have any further questions or concern about the status of your cancelled
  account, or why you remain responsible for it, please get in touch with us
  directly by calling ###-###-####.
  
  Best regards,

  Virgin Plus

• Initial Complaint

  Date:07/12/2022

  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 renew a Virgin Mobile Plus plan and the information that I was provided in the store by the Virgin Mobile Representative was not correct when I received my bill.
  I have spoken with representatives of Virgin Plus and they refuse to honor the word of the store employee.
  I am seeking to have my bill adjusted by approximately $20.00
  I have been to the store once, the manager told me I have to call the loyalty program.
  I called the loyalty program and they so far have refused to low my bill.
  I, after much talking and explaining my story about 8 times am awaiting a call from a manager, who is apparently going to tell me the same story about my bill.
  I will walk away from the company if required. Their threat of it will affect my "credit rating" does not deter me.
  This is very much a matter of principle *** **** ** **** ***.

  Business Response

  Date: 07/12/2022

  Hello ******

  We'd like to help address your complaint, but to do this, you'll have to give us details about the charges you are disputing.  Can you please reply and include all details of your dispute?  Alternatively, you can reach us directly using any of the options shown at www.virginplus.ca/contact.

  Best regards,

  Virgin Plus

  Customer Answer

  Date: 09/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have spent about three long conversations with Virgin Representatives to have my bill adjusted downwards to reflect what I was actually advised and agreed to in the Nova Scotia ********* ****** Mall store.  This policy or active stall of sending customers to one person then saying I can do anything to then on to another person is demoralizing and a stall tactic.  I will, repeat will not go away. The on line *********** representative threatening me about my credit rating being affected is definitely the lowest of the lowest. 

  I did the following:  I ordered two new phones at the ****** location after taking with the manager, the phones were delivered to my residence, I took the phone to the ****** Mall store to have activitated.  I was advised that my actual monthly charges for the two phone would go  down and the additional charges for the two phones, $9.11, is not disputed.  I feel that my monthly bill should be $135.00 which is what I agreed to in the store.  The manager stated to me after I went back to dispute my monthly bill is that she "filled" out the online forms and she is not responsible for what the "VIRGIN" response to my new plan.  I beg to differ, if I am told something then I expect that to be gospel.  I was also informed that I should call the 611 Loyalty Program and I did so, only to have someone tell me that they will not change my charges.  I have been awaiting three days since the last escalation for a phone call by a "Senior Manager", who I was advised was going to tell me the same story.  So, do not listen to the customer, just carry on as if all if OK and out wait the customer.  As I said earlier, I will not go away.

  If you will not adjust my monthly bill, then give me my old phones back, and I will go to another company.  Restore my service and status prior to being misfed misleading information.  Like I have stated previously my monthly bill should be about $135.00 and if you adjust my bill for the two years of the contact then the matter is settled, if not then we will continue to converse over this info.  You will note that I have paid $135.00 for the pass monthly bill and the remaining will not be paid by me.

  So please adjust the bill to reflect what I was advised in the store and do not lay blame on the phone application update and the loyalty program removal, I am ** years old, not overly tech savy, but am fully aware of what I was advised of in the store.

  If you need to call, ************

   

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

  Business Response

  Date: 15/12/2022

  Hello ******

  It looks like you were in touch with Virgin directly after sending the most recent response to BBB.  We trust our team was helpful in addressing and resolving your dispute.

  Should you have any outstanding concerns about your service, we are just a phone call away - We can be reached at 1-888-999-2321.

  Best regards,

  Virgin Plus

• Initial Complaint

  Date:29/11/2022

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just want a working phone.
  
  They sold me a ******* **** in late September, supposedly a flagship phone and quite expensive, but as I learned today it has a defect where it is incredibly susceptible to *slight* pressure or temperature change which makes the speakers and mic go haywire and makes the phone effectively useless in very normal conditions.
  
  In -5c today I couldn't communicate with my childs school when picking her up. That is a huge problem.
  
  Their staff ***** **** ***** *** misrepresented the resolution protocol initially.
  They tried to dump the resolution on me initially to enact their repair policy myself. Their own website says they do it.
  I wound up being connected to customer retention on the phone who said a temp phone and them doing it is the norm, and then suddenly told she was transferring me to another department when I explained the entirety of my complaint, she ignored my request for her identification number, then when it connected I got a message that said something about hours and just disconnected me. It is like they have geared the process to attrition in frustrating customers to deflect genuine complaints.
  My complaint was even called "buyer's remorse", which I believe they use as a loaded term in this situation.
  
  From what I read online, there is no fix for this. I bought the phone in september and obviously am not going to notice this defect, which was known to them and they admitted initially, until it was sufficiently cold outside.
  They also tried to say I am the first person to complain of this, which is absurd given the # of complaints online I saw today about it.
  
  A resolution here would be them providing me with a comparable phone or updated phone of the same model, one that is actually usable in the climate they sold it in, and perhaps now a discount on services given the horrible and insulting experience with them in trying to seek resolution.
  
  I tried to resolve it with them and the process is just insulting.

  Business Response

  Date: 30/11/2022

  Hi *****,
  
  We are sorry to hear about your negative experience with Virgin Plus
  regarding your ******* ****.
  
  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.
  
  Virgin Plus is not the manufacturer of your
  Device. Any Device purchased from Virgin Plus is subject to the manufacturer's
  warranty, which is valid typically for one year from the purchase date of your
  Device with your original receipt. Some Devices (including non-new Devices) may
  have a different warranty period. Please review the manufacturer's warranty
  provided with your Device or through the manufacturer's website to understand
  what protection it offers and the duration of the warranty.
  
  Virgin Plus makes no warranties,
  representations, claims, guarantees or conditions of any nature, express or
  implied, including fitness for a particular purpose, merchantability, title or
  non-infringement, with respect to Devices that you purchase, or otherwise
  acquire title to and ownership of, from Virgin Plus. Please visit virginplus.ca/warranty for
  additional information about warranties.
  
  When your phone isn’t working right, we can help you
  have it fixed using the Manufacturer’s Warranty. We can do this by sending the
  phone to its repair facility in one of the following ways:
  
  Visit one of our stores equipped with a Service Lounge to have your phone setup for Warranty repairs.  Find the one closest to you at www.virginplus.ca/servicelounge.
  Give us a call at ###-###-#### and ask that we send a repair kit to you with its shipping prepaid.
  
  The great news is that we will set
  you up with a Loaner Phone to use while yours is being repaired. This will
  ensure you can stay fully connected until this is all sorted out.
  
  Heads-Up! The warranty only covers manufacturer defects - things like
  water damage or physical abuse aren't covered, so be totally sure that you
  haven't dropped or damaged your phone in any way. Not sure if you're covered?
  Check out our warranty
  coverage page for more info - virginplus.ca/warranty.
  
  Should you have any questions or need assistance with the steps listed
  above, please do not hesitate to contact us ###-###-#### – we’re here to
  help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 01/12/2022

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

  This doesn't really address how they tried to handle this. Or the fact they know the *** series has this issue and don't reach out to customers about it. I don't feel a canned message apology is appropriate here.

  Initially I was being told to take it to ******* myself. Why?

  I am paying a lot of money for this defective item they sold me and I was expected to do the footwork and effort to seek repair when their own policies say that isn't what I should expect.

  So what is with the subversive tactics I received in bringing this forward to them?

  The third or fourth person I interacted with, one on the phone, finally said Virgin would send a loaner and send it in to get fixed. Then when I explained the severity of what I'd just experienced with previous reps to her, she quickly transferred me, mumbling something like: "I'm new to this, I can't do anything. I'll transfer you to someone who can", and when it connected with the new line it immediately hung up on me.

  They are selling phones that they know don't work properly in cold weather in a nation that is cold half the year. That isn't ok.

  I don't appreciate the canned response from them. I've read how they handle issues like this on their site already, which is why I complain they weren't even following their own procedures in dealing with me.

  This isn't a healthy or fair business practice.

  I don't really want my phone fixed. I want one that isn't defective right out of the box. I wouldn't have bought it had I known it was defective, obviously.

  This is a known issue and for all I know the speaker issue regarding pressure and temperatures can't be fixed. I shouldn't have to go through a process with ******* when Virgin is knowingly selling defective products on their behalf.

  With their spiel on no promises or guarantees thing, they can effectively sell broken items and nobody has any real recourse in their opinion.

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

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

  Business Response

  Date: 02/12/2022

  Hi *****,
  
  Thanks for providing the additional feedback. Unfortunately,
  our position remains unchanged.
  
  Virgin Plus is not the manufacturer of your
  Device. Virgin Plus makes no warranties, representations, claims,
  guarantees or conditions of any nature, express or implied, including fitness
  for a particular purpose, merchantability, title or non-infringement, with
  respect to Devices that you purchase from Virgin Plus.
  
  Because of this, Virgin has a Buyers Remorse
  policy in place allowing you to return a device you purchased if it does not
  meet your needs. You may return your device with the following conditions: 
  
  (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.
  
  Any Device purchased from Virgin Plus is
  subject to the manufacturer's warranty, which is valid typically for one year
  from the purchase date of your Device with your original receipt. When
  your phone isn’t working right, we can help you have it fixed using the
  Manufacturer’s Warranty. We can do this by sending the phone to its repair
  facility in one of the following ways:
  
  - Visit one of our stores equipped with a Service
  Lounge to have your phone setup for Warranty repairs.  Find the one
  closest to you at www.virginplus.ca/servicelounge.
  - Give us a call at 1-888-999-2321 and ask that we
  send a repair kit to you with its shipping prepaid.
  
  Since the 30 calendar day Buyers Remorse trial period
  has ended, we ask that you visit a Service Lounge or give us a call at
  1-888-999-2321 to facilitate a repair order with Samsung.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 02/12/2022

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

  You're still not addressing the behaviours of your frontline staff. Please do.

  I may be forced to go through ******* here, but that still leaves the behaviour of your company to be addressed. I hope the BBB is able to mediate a better resolution.

  There is no known remedy I can find where ******* is able to correct the pressure/temperature problem with the speakers. Please address this concern directly. I am certain I'm not the only one complaining about this, tens of thousands of the phones are on circulation and they all have the problem. It is defective.

  It is unfortunate that your company continues to sell defective products with a known issue while plugging your buyers remorse policy at customers and insisting they do the job of virgin in remedying the issue.

  You may be offering to have me call in and virgin will send to ******* now, but that was not the case initially and your agent did admit this is a known issue. Your customer service approach is abhorrent.

  * **** ******* **** *** ***** **** * ** *** ***** ** ***** **** ******* ** ** ******** **** There are ample forums online with people discussing this problem since as far back as August. The odds I am the first of your customers to being this to your attention is ridiculously small.

  Many have found that even repairs to *** devices in this regard only fixes the problem temporarily.

  Your customer service was atrocious, it's own issue, and I'm still left with a defective phone where the evidence available to me suggests it is not easily remedied, if at all.

  I do not feel pushing your warranty against defective devices is appropriate. You sold me a phone that cannot be used effectively during half the year here if I'm outside. The behaviour of your staff regarding this known issue has been insulting and inappropriate in relation to your own described procedures.

  We wouldn't be doing this dance here had your frontline staff acted as per procedure rather than trying to deflect and dump the problem on me. I likely would have just taken the loaner phone and tried to let you get it fixed, but instead your staff were subversive and disrespectful on your behalf. 

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

  Business Response

  Date: 06/12/2022

  Hello *****
  
  Thank you for sharing your additional feedback.  Our position remains unchanged from that which
  was previously expressed.
  
  If you would like to reach Virgin for any other reason, please do so
  with the contact information shown at wwww.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 09/12/2022

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

  I don't think there is anything left for me to say except I am unimpressed with the behaviours and service I've experienced. The attitude of disregard and finality you've met this complaint with is appalling.

  I think at this point it's best if the BBB could say something or intervene.

  Selling products you know are defective and then passing the buck to the manufacturer while telling the customer they're beat is dirty business.

  At the very least you should stop selling them until ******* has corrected the issue in new devices.

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

• Initial Complaint

  Date:29/11/2022

  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.

  My mother cancelled her service with virgin mobile sept 26/2022 she was the primary I was secondary on the account upon doing so I was left as the primary holder on the virgin mobile account as she had gone to to *****, upon removing herself from the contract she was never informed of the account transfer so I was left wondering why I was locked out of my account, almost 2 months later numerous phone calls I am still not the primary on the account I can not access the account fully or view the bill in order to pay it properly, as for my mother’s account someone authorized the email to be changed to ***********@******* so they are sending my mothers ***** ***** final bill to my email instead of reaching out to her! Again no one authorized that change! I called last Thursday where I was told by two customer service reps that my account was fine that I am the primary account holder but logging into my virgin account I am just a secondary and can not have access to the whole account employee con id:*******
  Justin employee id# ******** neither employee wanted to transfer to a manager! I have spent months trying to rectify this, I can not cancel as They say I owe to much on an account I have no access too ! They want there monthly payment on a bill I can’t even see I want my contract cancelled free of charge this shouldn’t be happening! I am the customer and the only one trying to fix this situation

  Business Response

  Date: 30/11/2022

  Hi *****,
  
  We are sorry to hear about your negative experience with Virgin Plus.
  
  We can see that you were an authorized user on ***** *****’s cancelled
  account, *********. This account has been cancelled since Sept 2022 and has the
  online profile email address of **********@*******.com.
  
  On Sept 20, 2020 a transfer of responsibility was preformed and service ###-###-#### was moved to a new account,***-***-**** Please note, this account does
  not have an online profile currently active.
  
  To access the online profile of the cancelled account, *********, you will
  need to use the registered account user name and password. The telephone number
  will no longer work as its not active with Virgin Plus.
  
  To create an online profile for your new account***-***-**** please visit **************** and click on “Register now for My Account”.
  
  Should you have any questions or need assistance with the steps listed
  above, please do not hesitate to contact us ###-###-#### – we’re here to
  help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 08/12/2022

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

  This is not resolved, i contacted your company on Saturday December 3 i do not have access to an online account so your company has agreed to send me a paper bill, ** *** *** *** **** *** ********** one of your customer service reps authorized my mothers email to be changed so i am receiving her final bill **** ** ************** i have contacted your company trying to have this removed, i have no idea why i am receiving ***** *****s final bill.. this is horrible service. She did not authorize for her email to be changed from **********@*******.com to ***********@*******.com.. so who did ?

  If i can not view a bill from your company how do you expect me to pay my bill?

  If my mother can not view her final bill then how can she pay it?

  Please explain this
  

  Business Response

  Date: 08/12/2022

  Hi *****
  
  As mentioned before, at this time ***** ***** has an online account
  profile and you do not.
  
  Each of you have separate Account Numbers (you are ********* and ***** is *********) and will each
  need to register for your own online accounts at www.virginplus.ca/myaccount.
  
  ***** has already completed their registration and their bills are
  available online for them to view for their cancelled services.  Keep in mind that ***** wont be able to login
  with their PHONE NUMBER + password. 
  Because their services are cancelled, they’ll have to login with their
  USERNAME + password.  There are on-screen
  prompts that include these same instructions at www.virginplus.ca/myaccount.
  
  For yourself, please visit www.virginplus.ca/myaccount then click “register for my account” and follow the prompts using your NEW Account
  Number that you have for your own account (it is a different account number
  than *****’s account).
  
  If you still have troubles registering your own online account, or, if
  ***** has troubles logging into their existing online account to view their
  bills, please contact us directly at ###-###-#### for support.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:25/11/2022

  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 got a loaner phone in July and used it why my phone was being fixed got my phone back virgin sent me a label to send back loaner it was to ******* I sent it ******* sent it back by the time I got it back my phone still was not working I told virgin I would need to use the loaner phone again but by this time they charged me 500.00 for it I fought with virgin from August till October finally on Oct 6 got a box sent it Oct 7 virgin received loaner on Oct 13 2022 but still stated I didn't send it I could prove they have it by a tracking number and now there telling me as of niv 24 2022 it in ware house but don't know anything on it they have had it a month and a half and has put my bill in collections and won't do anything for me as why I am contacting you to help

  Business Response

  Date: 25/11/2022

  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 message and include your
  Virgin Plus phone number or account number?
  
  We are unable to locate your account with the
  information provided to the BBB.
  
  Awaiting your reply,
  
  Kind regards

• Initial Complaint

  Date:23/11/2022

  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.

  Virgin internet provider: the internet has been slow for a few months and they finally upgraded to fiber optic cable and since then I have had technicians coming and fixing the internet and I have been without internet for 2 days I work from home and every time I do not have internet I have to miss two days of work.
  Last time they said they fixed it was on the 10th and I did not have internet on 11th and they fixed it on the 11th, now again I have internet issue on the 22nd they are saying it’s a cable issue and again I missed work on the 21st and missing it again today the 22 because their technician is coming between 12-5pm big window I have ti stay at home again and missed work as I can not go to office as well. No compensation or any form of resolution provided.

  Business Response

  Date: 23/11/2022

  Hi ****** 
  
  We are sorry to hear about the troubles you’ve
  had with your Virgin internet service recently.
  
  If things aren’t working right, we want to help
  get things up and running as soon as possible. 
  You can access Virgin’s Virtual Repair Tool 24/7 at *******************************.
   Should issues persist beyond a virtual
  repair, please get in touch with us directly using any of the contact methods
  shown at *************************.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 25/11/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I have had the same issue twice and then fixing it next day I missed two days of work, no resolution has been provided other than fixing the service no apology or reimbursement of service intruption
  
  Sincerely,
  
  
  
  ****** ********

  Business Response

  Date: 29/11/2022

  Hi ******,
  
  Again, we are very sorry to hear about your
  recent troubles with your Virgin Home Internet service.
  
  Please access Virgin’s Virtual Repair Tool at *******************************.
  Should the issues persist beyond a virtual repair, please get in touch with us
  directly using any of the contact methods shown at *************************.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 01/12/2022

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

  generic response with no content the issue is persistent and has happened 2 times back to back and caused me to miss two days of work as I work from home.
  
  
  
  Sincerely,