Business Profile

Telecommunications

Virgin Plus

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

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:25/10/2022
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.
$843 has been added as a negative mark to my credit report because they allowed someone to purchase a new phone on my account after I strictly expressed via phone call that this was NOT to happen. Since then the individual had stopped paying it and was sent to collections. The account was supposed to have been closed after the term was up again expressed via recorded phone call to their staff.
Business Response
Date: 26/10/2022
Hey *******,

Were sorry to hear about your
negative experience with Virgin Plus.

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

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

Alternatively, you can contact us directly at
###-###-#### or through any of the ways listed at www.virginplus.ca/contactus to discuss
your concern directly.

Kind regards,

Virgin Plus
Customer Answer
Date: 26/10/2022

Complaint: ********

I am rejecting this response because: I am trying to respond to the business with the phone number they requested which is ###-###-####

Sincerely,

******* *****
Business Response
Date: 02/11/2022
Hi *******,

Thanks for taking the time to
write back and providing your telephone number.

We take any
report of fraudulent activity very seriously, please contact our Fraud and
Preventions team directly to investigate your claim further. Our team can be
reached 24/7 at ###-###-####.

Kind regards,

Virgin Plus
Customer Answer
Date: 02/11/2022

Complaint: ********

I am rejecting this response because: I have already spent hours and hours trying to resolve this issue. Please have them contact me ###-###-#### I am tired of going in circles with this.

Sincerely,

******* *****
Customer Answer
Date: 03/11/2022

Complaint: ********

I am rejecting this response because It was very clearly indicated to your call centre that there were to be no changes made to the account yet he went into the store and you guys did it anyways. I’ve already spent hours on hold to be hung up on.

Sincerely,

******* *****
Business Response
Date: 14/11/2022
Hey *******,

Thanks for providing the additional feedback.

Our records indicate you confirmed you know the person who preformed the upgrade or made the change to your account.

Unfortunately, we will not be able to assist further through the BBB. Please contact our Fraud and Preventions team directly to investigate your claim further. Our team can be reached 24/7 at ###-###-####.

Kind regards,

Virgin Plus
Initial Complaint
Date:18/10/2022
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.
My account number is *********.
I have 2 issues with Virgin Plus, and I am not able to get any help whatsoever. I have been a customer for 2 years, with 2 internet lines and a TV service, and I have ALWAYS paid on time. Yet, nobody seems to care.

First, I have a technical issue where I can log in to My Account, but I can't see or modify any of my TV or internet details. I've called at least a dozen times in the last year to get this fixed, but nobody ever fixes anything or even calls me back. Many agents are telling me they can't even add a credit because my profile is broken. Why am I being punished for something being broken? Why isn't Virgin fixing this? And why does the system work when it's time to charge me, but not when it's time to provide a discount? I find this odd...

My second issue is that I have 2x 20$ credits on my bill expiring October 25th. I was assured by several agents (Tammy from win-back, employee *******, and Hanssen, chat ID *******************) that my credits would be extended, and that I would get a call back last week with all the details on my new price, but obviously, nobody has called me back.

I tried calling at least 7 times about this in the last 2 months. I have not gotten a single solution from anybody. I even decided to cancel my service, until I spoke to Tammy, who assured me everything would be fixed and my credits would be added. She promised me a call back, but I never received it.

This has been the worst experience. I am trying again to reach out through BBB as a last resort. If anybody cares to fix my issues, I would appreciate a call. Otherwise I will have no choice but to cancel to look elsewhere.
Business Response
Date: 20/10/2022
Hey ****,

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

When checking your account, we can see that you
have been in contact with our Executive Office team.

Our records indicate that your TV programming
issue has been resolved and that our team provided a $25.00 goodwill credit for
your negative experience.

Should you have any questions or concerns
regarding that resolution, we ask that you contact our Executive Office team
directly.

For any other questions about your Virgin Plus
service or its billing, please get in touch with us directly at ###-###-####.

Best regards,

Virgin Plus
Customer Answer
Date: 20/10/2022

Complaint: ********

I am rejecting this response because: you are completely ignoring my entire concern regarding my 40$ credits that are expiring. Please re read my complaint message, because you are ignoring the part where 2 of your agents promised me an extension of the credits on October 25th. Where are these credits??? I even provided the agent employee ID and the chat ID.
With regards to the 25$ TV credit, I did not ask for this. What I asked is for my technical issues to be fixed. While they seemed to be fixed on October 18th, a new surprise was thrown at me: my internet speed on the ************ line was reduced from 100mbps to 50mbps, without my permission whatsoever, or even a warning or email at all! This was done without my permission! Somebody made this change since October 17th! This is illegal! You cannot change a customer's speed and price without notifying them and without even a warning!
This entire experience has been HORRIBLE. All I wanted was to extend my 40$ monthly credits to continue being a Virgin customer. Instead, I got 0 monthly credits, AND my speed was reduced from 100mbps to 50mbps without my permission, AND my 20$ credit that expires October 25th was REMOVED because of this unauthorized change! This is completely illegal and I will open a case with the Canadian Commission for Complaints for Telecom-television Services until this is all fixed.

Sincerely,

**** ******
Business Response
Date: 28/10/2022
Hey ****,

Thanks for taking the time to
provide additional feedback.

Since our last correspondence,
we can see that you have filed a duplicate CCTS complaint, Incident #: ******************

To avoid any crossed wires, we will only
reply to the CCTS complaint, within the allotted CCTS timeframe.

For any urgent inquires regarding your
service, please contact Customer Care at ###-###-####.

Kind regards,

Virgin Plus
Initial Complaint
Date:18/10/2022
Type:Customer Service Issues
Status:
AnsweredMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
I called your customer service department in last week of September 2022 and to one of the manager. I wanted to pay off my device balace of $301 and keep $50 plan with virgin and she said that this bill of $301 will be added to my coming bill. But today I show my bill and it didn't get added so I called your customer service and she keep asking me to pay $500 or more to pay off my device. This is second time that I talked to your customer service department and they changed from what they are saying me over the call. Last time I had to file as complain for virgin company while I was new member and this time again I am facing same problem with virgin.

I wanted to pay my device remaining balance to get new phone on black Friday with virgin but you guys want to take discount on my phone now and changed the word of mouth. And when we file a complain with your customer care they take more then 6 month to verify and so you are forcing us to make it legal again.
Business Response
Date: 20/10/2022
Hey Prachi,

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

We are sorry to hear that your Early Cancellation
Fees were not as you had expected.

If a Virgin
Mobile Sweet Pay Installment Agreement is terminated prior to the end of the
installment term, then your Remaining Device Payments plus any applicable taxes
will become due immediately and any promotional discounts on such Remaining
Device Payments will no longer apply.

If you
received an Agreement Credit, you will incur a charge for the prorated amount
of the Credit for the remaining months left within your 24-month term.

Since
the duration of your agreement period had not yet completed for your service,
should you move to a Bring Your Own Phone plan, you would be charged $263.61,
taxes included for the Remaining Device Balance and $306.25, plus tax for the Remaining
Agreement Credit Balance for your device in accordance with your attached Membership
Agreement.

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

Best regards,

Virgin Plus
Customer Answer
Date: 20/10/2022

Complaint: ********

I am rejecting this response because:
The manager at your customer service department said me on call that I can simply pay remaining device balance and can continue keeping $50 mobility plan. And she took around more then hour to figure out this and I wasted my job time even on this call. She even promise me to get remaining device balance on my next payment which didn't appear still.
Because your customer service person misguided me it's your fault and not mine. You can check the call recording with customer service manager whom I talked in last week of sep. 2022.

Sincerely,

Prachi B.
Business Response
Date: 27/10/2022
Hey Prachi,

Thanks for taking the time to provide
additional feedback.

We sympathize with what occurred in this particular situation
and sincerely apologize for any inconvenience this misunderstanding may have
caused you.

Unfortunately, you will not be able to keep your same plan, you
would need to move to a Bring Your Own Phone
plan and would be charged $263.61, taxes included for the Remaining Device
Balance and $306.25, plus tax for the Remaining Agreement Credit Balance for your
device in accordance with your attached Membership Agreement.

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

Best regards,

Virgin Plus
Initial Complaint
Date:12/10/2022
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.
OCT 10/22
Given wrong info
Over charges
Cancellation fees
non English speaking employees
faulty phone
Just a bad experience financially & physically exhausting.
Business Response
Date: 12/10/2022
Hey there *******

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

We’d like to have the opportunity to look into
any outstanding concerns you may have and address them. To do this, we invite you to respond to us
and include specific details of your complaint/dispute, the steps you’d taken
to remedy it and what your expected resolution is.

You can also reach Virgin directly for any
outstanding concerns by calling 1-888-999-2321.
We’ll be here to help!

Best regards,
Virgin Plus
Customer Answer
Date: 15/10/2022

Complaint: 18195156

I am rejecting this response because: I already tried that route by calling 1 800 who gives a ****.

Sincerely,

******* ********
Initial Complaint
Date:12/10/2022
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 have contacted the Virgin Plus office 7 times to have the mis-information corrected on my credit report. My account (which is now closed, paid in full and had been paid 100% on time throughout the term of my agreement) is reporting that my account as written off/bad debt to my credit bureau. This information is NOT CORRECT as I have paid this account in full and on time. This needs to be corrected ASAP. **** ** ********** ********** ** ********* *** ** *** ***********
Business Response
Date: 12/10/2022
Hey there ******

We are sorry to hear about your negative experience
with the Credit Reporting of your Virgin Plus service.

When checking your account, we were able to see
that in May your service was indeed cancelled as you’d mentioned, however, it
had not been paid in full/ontime following that cancellation. We can confirm that we received your full payment
of your outstanding balance in August and that it had settled your account at
that time. Late payment of your
outstanding balance had caused the credit reporting you’ve mentioned.

With the credit reporting accurately reflecting
the payment history of your account, we must advise that it will not be
altered.

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

Best regards,
Virgin Plus
Customer Answer
Date: 12/10/2022

Complaint: ********

I am rejecting this response because: my account balance was incorrect on my bill. I called and had it corrected at which time a new bill was issued which I received and paid promptly upon receipt. This is still not acceptable as the error was one made by Virgin not by me. My credit report must be corrected asap.

Sincerely,

****** ******
Business Response
Date: 20/10/2022
Hey ******,

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

As previously mentioned, your service was
cancelled in May 2022, however, the account had not been paid in full and on
time following cancellation.

We can confirm that we received your full
payment of your outstanding balance in August and that it had settled your
account at that time.

With the credit reporting accurately reflecting
the payment history of your account, we must advise that it will not be altered.

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

Best regards,

Virgin Plus
Initial Complaint
Date:29/09/2022
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.
Signed up for the plan on the assurance that the monthly bill will be 136.51 CAD, the September bill is 139.90 CAD without any information being sent from the carrier.
Upon calling the customer care, I was told a text and an email were sent, none of these things were received
I don’t want to pay any more than what I signed up for
Business Response
Date: 04/10/2022
Hi *****,

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

If
we are providing you with Postpaid Services, you will be billed monthly in
advance for monthly recurring Charges and in arrears for monthly Additional
Usage Charges. Your account will be assigned a billing date. Your bill will
include Charges for your Plan, your Add-ons, your Pay-Per-Use Services,
Additional Usage Charges and any additional Fees, plus applicable taxes. Your
bill is payable on receipt.

Please note, by
giving you at least 30 calendar days' prior notice in writing, we may
change Virgin Plus Services which are provided on a Month-to-Month Term
(including Add-ons and Pay-Per-Use Services) and associated Charges
and Fees.
Virgin Plus may
give you notice of a change by posting it on www.virginplus.ca/updates, by including it on your
bill, by sending it to you by email or text message, or by any other reasonable
method. For more information regarding our Terms and Conditions of
Service, please see www.virginplus.ca/terms.

We
confirmed that you were
notified of the price change for your service 437 219-9279 with a bill message on Page 3 of 6 on your
July 13, 2022 invoice. The change in price was set to take effect on your
September 2022 invoice.

We
can see that you were in contact with Customer Care team on September 28, 2022.
To confirm, our team applied a rate plan credit totaling $25.00 or $5/month x
5 months and provided you with a goodwill credit of $11.30, taxes included to
offset the price increase.

Although
the pricing for your service has increased, your current price plan remains
competitive when compared to our current in market plans.

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: 04/10/2022

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:22/09/2022
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.
Cancelled my Cell phone account a year ago due to outrageous cell phone bills that suspiciously changed after my phone was paid off. When I canceled my plan I was unaware that tablet gigabytes/data Usage attached to plan would NOT be cancelled as well. This "company" did not even ask if i would like to include cancelling that as well, instead collecting money and sending apparently nasty letters for 58$ to an uncorrected address, which I did not update them because I assumed it was cancelled. Not to mention I haven't even used the tablet for several years better yet used data. Very ****** business they are providing "10 year" customers. ********* ******. Really need to run your business properly and with integrity if you expect customers. Beyond happy with current provider may I add
Business Response
Date: 22/09/2022
Hello *******
We are sorry to hear about your negative experience with the billing of your Virgin Plus service.
Checking the account you've referenced we can see that you still have one active service which you've scheduled to have cancelled as of October 7, 2022.
Since cancelling your prior service in 2021, one service had remained active on your account (the same one that will be cancelled October 7). Virgin continued to send you with monthly bills in the regular course of business using the bill delivery method you provided for your service (e-billing). These bills had shown that you had one service that continued to remain active and that its balance was outstanding/unpaid.
We appreciate that you'd made payment for your outstanding balance owed. The next monthly bill that you receive will reflect your service being cancelled and that your payment had been received for your outstanding balance.
Should you have any other questions about your services or its billing, feel free to get in touch with us directly. You can learn how at www.**********.ca/*******. We'll be here to help!
Best regards,
Virgin Plus
Initial Complaint
Date:06/09/2022
Type:Sales and Advertising Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
Signed a loyalty/retention offer with a $10 promotional credit good until April 2024. Virgin offered me a plan in the virgin app for more data and $3 cheaper. I switched. The app did not tell me I would lose this promotional credit before making the switch. The credit should apply to any plan offered to me but according to Virgin this new plan they offered me is not stackable yet again they never told me or warned me in the app.

Seems deceiving since I would have never looked into a new plan as this popped up when I was paying a bill.

I called virgin and told them if this is the case then to switch it back to what I had. They told me it's not possible as my old plan is no longer in the system. How convenient. The rep had no solution and tried offering me plans for more money or ones with less money but less GB per month.
Business Response
Date: 07/09/2022
Hey there *******

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

When checking your account, it was noticed that you'd been in touch with Virgin directly to work out a solution after you created this complaint. We trust that our team was helpful in addressing and resolving your concerns.

Should you have any other questions about your Virgin Plus service or its billing, please get in touch with us directly at 1-***-***-****, or, thru E-Chat at www.**********.ca/*******. We'll be here to help!

Best regards,

Virgin Plus
Customer Answer
Date: 08/09/2022
(The consumer indicated he/she ACCEPTED the response from the business.)

As of Oct 1st I'm supposed to be getting a $45 plan with 25GB data. I hope to see this properly reflected on the Oct 1st bill.
Initial Complaint
Date:06/09/2022
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.
I received a "Pre-Cancellation Notice" from Virgin Plus in the mail today. Letter is dated Aug.25, 2022.

I have never signed up for anything, spoke to anyone in any form from Virgin Plus, or dealt with any one from Virgin Plus in any other way.

The letter I received contains a membership account of ********* and a total balance owing of $139.77 ** *** *** *** ** ********.

The letter reads "your account remains past due and suspended. We've done our best to reach you several times..."
"..if we don't process a full payment within 14 days of this letter, your account will be cancelled for non-payment and referred to a third party collection agency."

When I call the phone number listed *-***-***-****, the recording gives me two options:
1. to enter my account number
2. press if you want to sign up to become new member

I'm not comfortable pressing 1 or 2 as neither option applies to me.

This seems like a complete fraud. Please tell me what I can do about it.
thank you,
*******
Business Response
Date: 07/09/2022
Hey there *******

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

We'd like to help address the concerns you've mentioned in your complaint. To do this, we ask that you please contact our Fraud and Preventions team directly at *-***-***-****. Alternatively, you can also reach Virgin directly at *-***-***-****. We'll be here to help!

Best regards,

Virgin Plus
Customer Answer
Date: 08/09/2022
(The consumer indicated he/she ACCEPTED the response from the business.)

As of Sept 8, 2022 Virgin Plus has investigated the account and found it to be fraud, so I will no be be held liable for it.

They said they have placed notes on the account file, but I won't be receiving anything in writing. Hopefully this will be the end of this issue.
Initial Complaint
Date:06/09/2022
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 arranged to pay off my device balance and my monthly contract thru to March of 2023. Virgin continues to charge me for both the plan and the device charges. After repeated phone calls and promises to return my calls, which did not happen, I have asked for all transactions against my account for the months of July and August 2022. They refuse to supply me with those either by email or post. * **** ******** ** ****** **** ******* * ** ***** ***** ****** ******* ****** **** **** *** ** ***** *******
Business Response
Date: 07/09/2022
Hey there *****

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

When checking your account, we were able to confirm the pre-payment of your monthly device payment charges that you've referenced. On August 31, your pre-payment was applied toward the device payment charge shown on your August bill. This will be reflected on the next bill that you receive from us.

Going forward, you will see your pre-payments automatically applied to your monthly device payments on each bill that you receive.

Should you have any other questions about your Virgin Plus service or its billing, please get in touch with us directly at ###-###-####, or, thru E-Chat at www.virginplus.ca/contact.

Best regards,

Virgin Plus
Customer Answer
Date: 08/09/2022
(The consumer indicated he/she DID NOT accept the response from the business.)

This does not satisfy my complaint. In addition to payinhg off my device charges, I also arranged to pay off the balance of my contract thru March of 20232. A statement that effect was sent to me in early August. I have asked for a complete transaction history for my account for the month of August, whicj has not been supplied. I also asked that they contact me personally, which also did not happen.
Business Response
Date: 13/10/2022
Hello *****

Your bills are available to access 24/7 using My Account. You will find your detailed August bill
there.

With respect to your request to speak with a Virgin representative, you
are able to contact us by phone at ###-###-#### at your convenience. We’ll be here to take your call Monday thru Saturday
from 9 am to 9pm and Sundays from 10am to 7pm.

Kind regards,
Virgin Plus
Customer Answer
Date: 14/10/2022

Complaint: ********

I am rejecting this response because:

Sincerely,

***** *****, i have called them over 15 times and all i get is an excuse that someone will call me back , which has never happened
Business Response
Date: 20/10/2022
Hey *****,

Thanks for the additional feedback.

Should you have any other questions about your
Virgin Plus service or its billing, please get in touch with us directly at
###-###-####.

Alternatively, you can also our eChat service
found at www.virginplus.ca/contactus

Best regards,

Virgin Plus

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.

Cookies on BBB.org

Important information

Complaints

Customer Complaints Summary

If you've experienced an issue

Filter and sort by

Sort by

Complaint status

Complaint type

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Complaint statuses

Business Response

Customer Answer

Business Response

Customer Answer

Business Response

Virgin Plus is NOT a BBB Accredited Business.