Business Profile

Telecommunications

Virgin Plus

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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

300 total complaints in the last 3 years.
88 complaints closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Initial Complaint
Date:11/11/2022
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.
Prepaid account# ###-###-####

Paid TopUp on Nov 6th in full $55 plus taxes $62.15

Went to use phone on Nov 10th and service is turned off.

Contacted Virgin Mobile 5 times on Nov 10th - The first three reps couldn't even find an account for me. The next rep (which was a callback) was more worried about linking my account to another account and after I refused suddenly said - he couldn't authenticate me on my account to fix the issue.

6 hours later I call back Virgin again and they still state they cannot get the system up to authenticate me or fix the issue. I paid for service and am left with nothing while this company is hiding the fact that it's systems are down from the public.

All I want is my service turned on and extended for the lost day of services.. I paid the top-up like I was supposed to now they need to honor their part of the agreement.
Business Response
Date: 23/11/2022
Hi *******

Apologies for the delayed response to your
complaint. A response was submitted to
your complaint on November 15, however, it appears that BBB’s portal did not
capture and relay our response to you at that time.

To remedy your complaint, on November 15 a
credit was applied to your account to restart your monthly plan. With this in mind, your next monthly plan
renewal date will be December 15.

Should you have any other questions about your
service, please contact us directly at ###-###-####.

Best regards,
Virgin Plus
Initial Complaint
Date:10/11/2022
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.
Cell phone suddenly used up 5 1/2 GB of data in the span of about 1 hour. Virgin won't acknowledge that this is an error and fix it, instead, they want me to pay more for more data. So frustrated, absolutely no customer service. ** *** **** **** **** ** *******, they do not care about any issues you have.
Business Response
Date: 15/11/2022
Hi ***,

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

We would love to review your account to ensure that
your feedback has been noted and help find resolution where possible, however,
we need to know a little more detail.

Can you please reply to this email and include your
Virgin Plus phone number or account number?

We are not able to locate your account with the
limited information provided to the BBB.

Awaiting your reply,

Virgin Plus
Customer Answer
Date: 29/11/2022
The account number is: ********* and it is for the phone number ***-***-****. The day the data was drained was Wednesday, November 9.
Business Response
Date: 29/11/2022
Hey ***,

Thanks for
providing the account and telephone number. After reviewing the account you
have mentioned, we can see that it is registered exclusively to a name other
than your own.

In an effort to
protect the privacy of this accounts owner, we will require their authorization
before we can proceed to address any matters with this account.

The account
owner can reach us by calling 1-***-***-**** to authenticate themselves and
address any concerns they may have with their service. If they find it’s
necessary, they can request that you are added to their account as an
authorized user to access the account on their behalf.

Kind regards,

Virgin Plus
Initial Complaint
Date:08/11/2022
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.
Long story short. I have been paying my phone bill via online banking, gave confirmation numbers of payment and my services being shut off constantly. I have spoke with countless reps and nothing actually being done about it. i have gone without a phone many times for countless days and i need my phone for work. i finally spoke to a manger who said they can see the payments and that the rep that gave me my account number gave the wrong one and i was paying someone else bill for months. he said that he would note on my account not to shut services again and he was going to see how he can reroute my payments to my phone bill and clear the data charges and give me 2 gigs of data for the inconvenience. yesterday i was sent a message about owing 440 dollars, 299 past due and a 50 dollar fee to restore my services and before i could explain the rep left the conversation. tonight the rep i spoke with did nothing to help me and said i haven't paid my bill and that there isn't anything on my account stating the payments are seen but paying someone else bill and nothing else. now they wouldn't turn my phone on and told me to pay the past due amount and because i can only use WIFI i lost connection and cant get the same rep back. this has gone on for months and i am at my absolute end. paying for services that are constantly shut off and no one on the end of virgin doing anything like they say they are.
Business Response
Date: 15/11/2022
Hey *******,

We are truly sorry to hear about your negative
experience with Virgin Plus regarding payment errors.

To correct a payment error made through Online
Banking, please contact your financial institution at your earliest
convenience, they will be able to reverse the funds.

This is covered in Section 42 of our Terms of
Service which were included with your service agreement and are available at
www.virginplus.ca/terms:
42. How do I correct a payment error? To correct
any payment made by you, including through electronic means (such as Internet
or telephone banking or ATM machine), you must ask your financial institution
to correct the error.

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

Kind regards,

Virgin Plus
Initial Complaint
Date:03/11/2022
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.
Hi there I am getting charged 885 dollars for 1 month on billing I was with ***** ****** switched to virgin plus they give me a temporary number in the mean time which when call this number says out of service but when I txt it's coming up my new number and the temporary number at same time to certain people I told virgin plus about this issue like they are pushing me off that this not possible have proof of both numbers texting same message it's frustrating can't seem to get anywhere with this issue with the company
Business Response
Date: 07/11/2022
Hi *****,

We are truly sorry about your negative
experience with your Virgin Plus billing and service.

When reviewing your Sep 14, 2022 bill, we were able to
see data usage charges you have made reference to, these charges totaled $606.00,
plus tax.

In an effort to keep the phones user aware of the
increasing usage costs and prevent unwanted overages from occurring, we had
sent alerts directly to the phone and blocked its data access as follows:

- Alert sent when 95% of the data included with the price plan had been used
- Alert sent and data blocked on device when $50 in additional data overages had accumulated. This notice was also sent via SMS and email to the account holder.
- Data remained blocked until handset user acknowledged their usage and accepted to continue with additional overage charges.
- Alert sent when all data included with the price plan had been consumed and an additional $300 in overage charges had accumulated
- Alert
sent and data blocked on device when $500 in additional data overages had
accumulated

In addition to the above alerts being sent to the
phone, you are able to use My Account and our Mobile App to track and monitor
your phones usage.

Regarding issues with your temporary number; please
give our Technical Support team a call at ###-###-#### at your earliest
convenience. They’re the experts that will diagnose and troubleshoot any issues
you may be experiencing on your device.

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

Kind regards,

Virgin Plus
Customer Answer
Date: 07/11/2022

Complaint: ********

I am rejecting this response because: Still texting with 2 numbers I believe they are charging me for 2 line
which only have 1 also no way I could use 800 worth of data in month
that insane

Sincerely,

***** *****
Customer Answer
Date: 16/11/2022
Hello,
I appreciate that this looks like I've used he amount of data that would equate to the amount you are saying I owe, however this is been an ongoing problem that I have called your customer service for multiple times, with no resolution. I am still receiving texts meant for this second number, and my outgoing texts are showing for some of my contacts as coming from this other number. In fact, my friend called me the other day and a stranger answered. So my phone calls are going to this other number for a handful of contacts. In my opinion, your company's refusal to tell me why this is happening or investigate it further tells me that you simply don't care. It is my position that my personal information is now compromised with your business, and it is quite possible that if our lines are crossing, they are able to make certain changes to my service. In that regard, I feel I am not responsible for these charges.
Regards,
***** **
Business Response
Date: 17/11/2022
Hi *****,

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

Our position remains unchanged, you have one
service on the account which accumulated $606.00, plus tax in data overages on
the Sep 14, 2022 invoice.

You have not been charged for two services and
if you continue to experience issues with a temporary number; please give our
Technical Support team a call at ###-###-#### at your earliest convenience.

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

Kind regards,

Virgin Plus
Initial Complaint
Date:02/11/2022
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.
Thursday, October 27 I mistakenly paid via online banking my virgin bill instead of my ********** bill. $4052.76. On Friday I realized the mistake and contacted my Bank immediately. They said it was too late to stop payment and to contact Virgin. I spoke to a very nice man who said Virgin had not yet received my payment, and that it could take 3-5 days to receive. Once payment was received, then it would take an additional 25-27 business days to process the refund and it would be sent via mail in a cheque. I was very unsatisfied with this answer then spoke with a supervisor Ray, who was also very empathetic with my situation and reiterated the same thing the previous gentleman had stated. Because the amount was a very large amount, I was not satisfied with the result of this very unfair process. With new technology, high inflation amongst very tough times, and having not received my money yet I could not understand why I couldn’t just get an etransfer back into my account. Surely this unfortunately happens more often then not, especially with large sums of money. This is MY money and I need it to pay bills!!! So Ray forwarded me to the “executive office” where I spoke to a ***** **** man named Richard. ******* ** ** *********** ********** ** ***** ********* ***** and was completely dismissive with my very upset demeanour. I am shocked and extremely disappointed with Virgin and how the company is holding my large sum of money because “that is their refund process”. It makes zero sense to me at how and why it is so difficult to get MY money back. * **** ****** ** **** ****** *** *** **** ******* *** ******** ** **** ******* ********* *** ** ******* *** ********* ******** ** *** ********** ******* * ***** **** ********** **** ***** *** ***** ********** *** * ** **** ****** *** **** **** ****** *** **** ******* I can’t continue to be a customer after being treated this way. My bank currently has an investigation started to get my money back. Please help!
Business Response
Date: 03/11/2022
Hey ********,

We are truly sorry to hear about your negative experience
with Virgin Plus regarding the payment error.

To correct a payment error made through Online
Banking, please contact your financial institution at your earliest convenience,
they will be able to reverse the funds.

This is covered in Section 42 of our Terms of Service which
were included with your service agreement and are available at www.virginplus.ca/terms:

42. How do I correct a payment error? To correct any payment made by
you, including through electronic means (such as Internet or telephone banking
or ATM machine), you must ask your financial institution to correct the error.

Should Virgin process a refund for the credit
balance on the account, the only way to refund it would be via cheque to the
address on file. Unfortunately, there is no way we can deposit the funds back
to your bank account directly. Generally, refunds are processed and sent
out within 28 calendar days of request (4 weeks). Delays in Canada post can
sometimes extend this timeline.

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

Kind regards,

Virgin Plus
Customer Answer
Date: 03/11/2022

Complaint: ********

I am rejecting this response because it is unacceptable that a business will take up to 28 business days to process a refund of $3,838, only sending this refund to me using an insecure method. This business will accept and process new orders, payments, and contracts, electronically and immediately. Yet insists to adhere on their policy of procrastinating 28 business days to process a refund. This is not the care expected for a long term customer and unfair this business is holding funds that are rightfully not theirs.
Sincerely,

******** ******
Business Response
Date: 15/11/2022
Hey ********,

Again, we are truly sorry about your negative
experience with Virgin Plus regarding the payment error.

As previously mentioned, the fastest way to correct
a payment error made through Online Banking is to contact your financial
institution at your earliest convenience, they will be able to reverse the
funds.

This is covered in Section 42 of our Terms of
Service which were included with your service agreement and are available at
www.virginplus.ca/terms:
42. How do I correct a payment error? To correct
any payment made by you, including through electronic means (such as Internet
or telephone banking or ATM machine), you must ask your financial institution
to correct the error.

Should Virgin process a refund for the credit
balance on the account, the only way to refund it would be via cheque to the
address on file. Unfortunately, there is no way we can deposit the funds back
to your bank account directly. Generally, refunds are processed and sent out
within 28 calendar days of request (4 weeks). Delays in Canada post can
sometimes extend this timeline.

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

Kind regards,

Virgin Plus
Initial Complaint
Date:01/11/2022
Type:Sales and Advertising Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Hi there
I took a contrat of 2 years with virgin mobile on August 29, 2022. I was let known that the contrat will be for 2 years and I will pay 106/ months. However, what I didn't know is that the agent applied the amount wasn't covering the full amount of the phone. The agent without telling me has applied for a virtual credit card on my name and has used an amount of $1400 on that account to sell other stuff I didn't need making me think that it's was a promotion. I want my contrat canceled but virgin is reluctant to help me even though one of thier agent fraudulently used my information to apply for a credit.
Business Response
Date: 02/11/2022
Hi Nadine,

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

When reviewing your account,
we can see that you singed up for a ******* Financial credit and financing
option at sign up, this was used as the method of payment for your device.

We recommend that you speak with the Store or Regional
Manager directly for more information regarding this.

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

Kind regards,

Virgin Plus
Initial Complaint
Date:01/11/2022
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.
****** ** * *******THEY DON'T EVEN PROVIDE A SINGLE EMAIL ON WHICH WE CAN WRITE OUR COMPLAIN. I HAVE CHANGED MY SERVICE FROM VIRGIN TO ****** RECENTLY. SO I RECEIVED AN EMAIL SAYING ABOUT A DUE AMOUNT TO PAY. IN A RESPONSE I ASKED THEM TO PROVIDE ME A BILL DETAILS ON WHICH THEY ARE TRYING NOT TO PROVIDE. ITS MY LEGAL RIGHT TO HAVE A DETAILED BILL, IF THEY WANT ME TO PAY. AFTER TALKING TO THEM AROUND AN HOUR, THEY ARE NOT ABLE TO PROVIDE EITHER A BILL SOFT COPY ON MY EMAIL OR AN EMAIL ADDRESS ON WHICH I CAN CREATE MY CONCERN ON WRITING.
LASTLY THEY SAID THEY CAN SEND THE BILL VIA POST. I AM TELLING THEM THAT, IF I GET THE POST LATE, I WILL PAST MY DUE DATE WHICH I DON'T WANT TO DO. IT CAN AFFECT MY CREDIT SCORE. FOR THIS VIRGIN DO NOT WANT TO COMMENT. IN SUMMARY, ***** **** **** ********* ** ***** ****** ******.
Business Response
Date: 02/11/2022
Hi Krutarth,

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

Virgin Plus offers an Online My Account that
would have allowed you to review your account and your voice,
text and data usage online, update account information, add add-ons to your
account, view and change your plan details, manage which subscriber(s) on your
account would have been authorized to unblock data and accept additional data
charges, edit your notification preferences for data blocks, and monitor and
manage your monthly activity and allowed you to access 18 months of billing
through the account or by downloading invoices directly to your device or
computer.

Since you did not sign up for the Online My Account, the only
way to receive an invoice that has already posted is through a bill re-print,
via ****** *****

We are truly sorry if this has negatively impacted your
experience with Virgin Plus.

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: 02/11/2022

Complaint: ********

I am rejecting this response because:

As per the response, I am not having online account which is absolutely wrong.
When i called the customer care, they said the billing details from the account gets deleted once you switch the provider. that is the reason the whole problem started.
I still have the online account on which I am able to log in but I can’t see any billing information.
so again, the response is absolutely wrong.

Sincerely,

Krutarth S.
Business Response
Date: 07/11/2022
Hi Krutarth,

Thanks for providing additional feedback. Unfortunately,
our position remains unchanged.

The Virgin Plus Online My Account would have
allowed you to review your account details and invoices, even after
cancellation. As previously mentioned, the Online My Account would have allowed
you to access 18 months of billing through the account or by downloading
invoices directly to your device or computer.

Since you did not sign up for the Online My
Account, the only way to receive an invoice that has already posted is through
a bill re-print, via ****** *****

We are truly sorry if this has negatively impacted
your experience with Virgin Plus.

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: 07/11/2022

Complaint: ********

I am rejecting this response because:

It’s a same lie again and again. Have called the number and they replied me that once the number is cancelled I can not access the account.
All customer care is mentioned is due to customer privacy they can not even send me the invoice to my registered email.
Simple story short, if the comment above is correct then Virgin has not knowledgeable staff on customer care who can provide the correct information or if they are right then the above answers from Virgin is wrong.
anyways got the invoice via ****** ***** Thankfully they have much better service than Virgin.

Sincerely,

Krutarth S.
Initial Complaint
Date:31/10/2022
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 called Virgin Mobile to cancel my internet service in January 2022 as I was moving to a new address. They said it would be cancelled and I would not be billed after the cancellation. This was a phone call so I have no documentation of this.
The company billed me for another month in February 2022 for $81.93. I called them to let them know that I received another bill and requested a credit. They then told me that they did not receive my request to cancel the service, apologized and said that I would receive a credit. To date I have not received a credit.
I was billed again for another month in March 2022 for $81.93. I called again to request a credit for the second month as well. They again said that they had no request to cancel the service and told me that it will be cancelled and I will receive a credit for 2 months of service. To date I have not received a credit.
I have called multiple times throughout the last 6 months asking when I will receive the credit.
I called in August 2022 and spoke with a supervisor – Employee number *******. This is the date I begain documenting employee numbers as i could not trust what the employees at this company were telling me. He told me I would receive the credit to my credit card within 30 days. I did not receive a credit.
I called again on September 19, 2022 and spoke with employee number *******. She told me I would receive the credit within 2 weeks maximum to my credit card. I have not received a credit.
It is now October 27, 2022 and I am on the phone with a supervisor (Kevin, employee number *******) again requesting the credit. I am being told that they will be sending the credit via cheque to my address. I gave them my updated address which is 54 George St. N., Cambridge, ON, N1S 2N2. He says it will take 2 to 4 weeks to receive the cheque. Which to me is unacceptable as I have been continuously following up on this for over 6 months.
I would appreciate if someone could follow up.
Business Response
Date: 02/11/2022
Hi Samantha,

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

When reviewing your account,
we can see that it currently has a credit balance of -$161.13. To expedite resolution, we have refunded the refund
to your ********** on file, ending in ****.

Credit card refunds are generally processed
and received within 7-10 days. Please note, it can take up to 30 days for you
to see the refund on your monthly ********** statement.

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

Kind regards,

Virgin Plus
Initial Complaint
Date:27/10/2022
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 cancelled my Virgin internet plan half way through my monthly cycle. Instead of pro-rating my internet charges for that month, the representative insisted their policy requires the full month payment, and a cheque comes in the mail for the difference. I have cancelled my internet February 2022 and still have not received my cheque of $34. I have called numerous times (every month) with representatives assuring me the cheque is coming. I have never had any issues receiving mail from any companies, nor previous monthly bills from them.
Business Response
Date: 07/11/2022
Hi ****,

We are truly sorry about your negative
experience with Virgin Plus regarding your refund.

We have escalated your concern to our Refunds
Team and will provide more information once we receive it.

We thank you for your patience during this
time.

Kind regards,

Virgin Plus
Initial Complaint
Date:26/10/2022
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.
- Virgin account #530413717
- July 2022 cancelled our Virgin home internet. Moved to **** (owned by the same company), the **** tech took the Virgin modem
- July 2022 I called Virgin to notify them the **** tech took the modem & gave them the **** service confirmation number
- Sept 22 - I received a bill of $85 for the modem, I called Virgin & spoke with Red ID #*******. Even though he said he could see the July note on my file I spent an hour on the phone confirming details & waiting for him to verify the info. He reassured me he'd removed the modem charge, that I'd receive a $50 cheque for the inconvenience, & that the billing department would send a correction letter to the credit bureau
- Oct 22 - Email from Virgin that I had an outstanding balance. Called Virgin again and spoke with a Manager, June ID #*******. He looked up the call notes and Red's employee ID, and he could see the call notes, but "the employee ID no longer exists, which means the employee was likely fired". He confirmed that everything I said was in the previous call notes, but nothing was actioned. He placed me on hold & confirmed he adjusted my account to remove the modem charge. He requested his manager to do a 'call listen' to my last call to verify the $50 inconvenience cheque as well as to call me back about the letter to the credit bureau because he didn't know the process. This was after he just told me not to worry, that my credit wouldn't be affected since he's removed the charge. How can you reassure someone about something this serious then say you don't know the process?
- In the last year we've only had issues with Virgin staff promising us things without follow through. June 2021 I called to cancel, but a Virgin employee offered us a great deal, that didn't show up. I called three times and each time they said it would be applied. The 4th time they said the deal was no longer valid, but they could apply a credit to my account. How can companies get away with this?
Business Response
Date: 27/10/2022
Hey **********,

We are sorry to hear about your negative
experience regarding your Virgin Plus Home Internet service.

After reviewing your account, we can confirm that
service was cancelled July 2022 and that the account balance is $0.00, with no
further payments owing and no impact to your credit reporting.

As a gesture of goodwill for your negative experience, we
have issued a credit and refund for $50.00, taxes included to your address on
file, confirmed below:

*** ******* DR
PETERBOROUGH, ON
*** ***

This refund will be sent in the form of a cheque via mail and
should reach you in 2 to 3 weeks *** ** **** ******** * ********** ********** *** *******

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

Kind regards,

Virgin Plus
Customer Answer
Date: 27/10/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18298863, and find that this resolution is satisfactory to me.

Sincerely,

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

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