Complaints

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

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• 

  Virgin Plus

  Private Toronto, ON M5V 2T3

• 

  Virgin Plus

  2929 Barnet Hwy Coquitlam, BC V3B 5R5

• 

  Virgin Plus

  10355 152 St Surrey, BC V3R 7C1

• 

  Virgin Plus

  16016 Fraser Hwy Surrey, BC V4N 0G3

• 

  Virgin Plus

  2002 S Park Royal West Vancouver, BC V7T 2W4

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:01/09/2022

  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 used Vigrin Plus app to update my cell phone plan at the end of February. The new plan was advertised as 55$ per month. When my first new bill came the charge was 55$ per month plus 33.60$ for a device fee. This was not explained to me in advance. In march I called into the service line to ask for them to reverse the changes. They refused. They promised me a discount of 10$ Per month to compensate me. This was never applied. I called them back today to ask for the discount to be applied. They said they said they will escalate the issue but would not apply the promised discount or change the plan. This is clearly false advertising and bad business practice.

  Business Response

  Date: 02/09/2022

  Hi *******,
  
  
  
  We are sorry to hear about your negative experience with your Virgin Plus services.
  
  
  
  When checking your account, we can see that you had escalated the same concern to our Executive Office who provided a response addressing this matter today.
  
  
  
  Should you have any additional inquiries regarding what the Executive Office informed you of, please reply to their email directly.
  
  
  
  If you have any other questions about your services, please contact Virgin directly at 1-***-***-****, or, chat with us at ***.**********.ca/********
  
  
  
  Best regards,
  
  
  
  Virgin Plus

• Initial Complaint

  Date:31/08/2022

  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.

  August 23. This issue regards the amount charged on my cellphone bill.
  
  On May 17, I agreed on a mobile plan with Virgin for 100 CAD plus taxes. During May, June, and July, the company charged that amount. On my bill that concerned the period July-August, Virgin charged me 387.63 CAD, which is more than three times the usual value.
  
  When I looked out for the reasons regarding the price, the extra 260 CAD was related to additional data that I used during that period. Nevertheless, Virgin, represented by the ******, never specified the amounts of additional data. If I were told of that, I would hire a better plan for the beginning to prevent these amounts, which the company hid at the moment of the agreement.
  
  I try to solve this issue in person with the representative of *** ******, and by phone with Virgin. None of them provide me an explanation for the hidden fees regarding extra data.
  
  I will have to pay the amount charged to prevent being disconnected from my mobile services. For this reason, my desired solution is a refund of the extra amount charged in my bill.

  Business Response

  Date: 31/08/2022

  Hi ****
  
  
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus services.
  
  
  
  When it comes to the billing of your services, there are no secrets here! To keep you aware of potential overage charges, Virgin includes a written statement on the Membership Agreement you accepted to activate your services that explains additional usage charges. It says the following:
  
  
  
  <
  
  If you exceed the usage allowed in your plan or change plans, additional charges may apply. Additional usage charges may change over time. Your use of any "unlimited" services is subject to our Responsible Use of Virgin Plus Services Policy. For all current price plan details and charges, visit virginplus.ca/plans. Visit virginplus.ca/myaccount at any time to review your existing plan details.
  
  >
  
  
  
  Don't forget, by accepting your Membership Agreement, you've also agreed to the Terms of Service. The Terms cover the topic of overages, specifically Data in the following section:
  
  
  
  <
  
  18. How does Virgin Plus calculate my usage Charges? It depends on the Service being used.
  
  (c) Data: Data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed. This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them - it is your responsibility to understand how much data is used by your selected app(s). Certain Plans or Add-ons that include data may apply to on-Device transmissions only - so if you use your Device as a modem or tether, then you may be charged Pay-Per-Use Charges for data Services. Virgin Plus will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continued Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle You will also receive notice if your access to data Services is restricted or suspended due to a credit limit or past due amounts as set out in Section 56.
  
  >
  
  
  
  We checked your August bill and confirmed that your data overages were billed at the correct rates described in your plan details. We also confirmed that Virgin fulfilled its obligations to you by blocking your data once $50 in overage charges had accumulated. An alert was provided to you aswell as the authorized user of your account by email and SMS messages separately to both of you informing of the $50 data overages at the time they occurred. Following this alert, you opted to proceed with additional usage charges by unblocking your data using My Account. Confirmation of your unblocking was also provided by Email and SMS to both yourself and your accounts authorized user.
  
  
  
  If you have any other questions about the billing of your Virgin services or how you were notified about your data overages and when your data access had been blocked by Virgin, please reach us directly by calling 1-888-999-2321, or, head to virginplus.ca/contact for live chat. We'll be here to help!
  
  
  
  Kind regards,
  
  Virgin Plus
  

• Initial Complaint

  Date:31/08/2022

  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 Mobile has been ensuring the warranty runs out on my phone before fixing it. I have tried to get it fixed from the end of July. It took 4 loaners phones sent before one was compitable and every time I called cause theloane phones as wrong i was told to by a product out of my own money for a phone i would never use again in order to get it to work. Each phone sent is at least 5 years older than the current model i own. I have contacted the company multiple times and each time no one knows what to do and the issue isn't resolved. I get my phone back finally on AUg 22 and i call cause the issue was never looked at and is still overheating. I call virgin and they say to call back after 330,the agent called back i tell him its still overheating through a hard plastic protector case and he assures me a new work order is done and being sent out, it never arrived. I called on Aug 29 and speak to 4 people two of which just transfer me cause they don't want to deal with the issue. I spent over an hour on the phone repeating myself cause no one soft transferred just dumped me to another person

  Business Response

  Date: 31/08/2022

  Hi *******
  
  
  
  We are sorry to hear about your negative experience having the hardware you use with your Virgin Plus services repaired.
  
  
  
  When it comes to the equipment you use with your service, please remember that Virgin Plus is not the manufacturer of that equipment, however, we are here to help facilitate a repair request between you and the equipments manufacturer repair facility.
  
  
  
  When we checked the repair you had previously conducted in July, we found that the repair center returned the device to you with the following remarks:
  
  
  
  
  
  <
  
  REPAIR OUTCOME: THE DEVICE HAS BEEN REPAIRED
  
  DESCRIPTION OF WORK: DEVICE RESET AND SOFTWARE WAS UPDATED + FULLY TESTED AS PER MANUFACTURER STANDARDS
  
  >
  
  
  We appreciate your concern about the timing of your repair and the return of the device being near the end of the manufacturers warranty coverage period and want to assure you that the repair you initially requested included the following details in the Repair Terms and Conditions you were provided with your repair request:
  <
  
  IF I AM SUBMITTING MY DEVICE FOR REPAIR, I ACKNOWLEDGE AND AGREE THAT:
  
  3. In-warranty repair. If the manufacturer repairs or replaces my device, the repaired/replacement device will carry a warranty period equivalent to the greater of (i) the remainder of the original device's warranty, or (ii) 90 days from the date the date the device repair centre completes the repair/replacement (the "Repair Completion Date").
  
  >
  From the above, we can confirm that the prior work carried out on your phone carries a warranty period of 90 days from the repair completion date. With your mention of the repairs being re-booked, we trust the devices manufacturer repair facility will be able to assist in addressing and resolving your outstanding concerns.
  
  
  
  Should you have any other questions about your Virgin service, please reach us directly at *-***-***-****, or, chat with us at www.**********.ca/*******. We'll be here to help!
  
  
  
  Kind regards,
  
  Virgin Plus
  

• Initial Complaint

  Date:31/08/2022

  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.

  For over a decade I have been a customer of Virgin Mobile Pay(now known as Virgin Plus) as You go. Every year I purchase a $100 virgin prepaid card either on their websites or at my local ***** ****** and the last 2 years they have been charging between $10-$15 a month to have a certain amount of free minutes and to send out texts and they promised texts that I received to my phone would be free for pre-paid customers. Around June 9th, 2022 I had over $267 on my prepaid account- which I check through calling in #*** and my virgin phone number was **********. I was in the US from June 28th to July 27th and could not getting roaming- could not send texts, could not make calls at all when I came back I had over $200 on my account and two weeks later only 5 cents. ****** ** *** ** ** ***** *** ********** ** ** ******* *** ** **** ****** *** *** ****. I was forced to go on a monthly $15 plan with **** here in ******* and was forced to change my phone number. * ******* * ** * ****** ** ****** ****** ********** **** **** ****. I did not have services for over a month and there is no way that I used over $265 in services since June 9th,2022- when I send the same amount of texts and make the same amount of calls each month. * ***** **** ** **** ** ****** ***** ** ***************** ****** ** **** ***** ** ***** ** ** ****** **** *** **** ***** **** ** ******** I would like an explanation of the $267 over in charges- especially from the middle of June to end of August 2022. I would also like to be refunded for at least $200 by check- no credit to my account- as I am done with my ********** and virgin mobile and already signed up with a different phone company on a monthly plan- I just want my money back because at this point I believe someone else was using my pin/credit to make calls/texts. I want nothing to do with Virgin Mobile, nor do I want Virgin Mobile to have access to to my new phone number nor know who I am no signed up with. I am very disappointed and angry.

  Business Response

  Date: 31/08/2022

  Hi *********
  
  
  
  We are sorry to hear about your negative experience with the billing of your Prepaid services.
  
  
  
  First we want to assure you that any deduction from your Prepaid Top Up balance is only from usage and charges with your own service. It is not possible for another service to deduct from your Prepaid balance.
  
  
  
  If you have questions about the usage charges that deducted from your Prepaid Top Up balance, please contact Virgin directly at 1-***-***-****, or, chat with us at www.**********.ca/*******.
  
  
  
  Best regards,
  
  Virgin Plus
  

  Customer Answer

  Date: 06/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  VIRGIN account i-d does not work and 1800 service is from India and Philippines not Canada. * **** *** **** *** *********** **** ******* *** ***** **** **** **** ** ******* ******** I had no roaming in the US for four weeks and I am not on a data plan any internet I used both in Canada and US came from wifi. I do not believe nor trust Virgin MOBILE. I received hundreds of texts from Virgin and Asia that I did not ask for nor could opt out of due to the identification number not working. * ***** *** **** * ********* * *** ** *** ** ** ******* ******* * ******** ********** ******* **** ***** ****** ** ** ***** ****** ***** ****** *** *********** * ******* ** ******** ****** *** ***** ** ******* *** ****** ********* *** * ******* ****** ************ **** ** ******* ***** *** ****** ** ****** **** ********** *** ******** **** ** *** ** *** ** ** ******* ******* *** ****** Sorry does not cut it nor do I want anything to do with Virgin. **** *** ********* ** ****** *** ********** ***** ****** I doubt they will ever refund me, show me billing proof, or be honest with and about their charges.**** **** **** **** **** *** ******** ***** *** ****** * **** ***** ********** **** *** ******* ******** ******* ***** I made a complaint to make sure nobody else makes the same mistake I did by choosing or going through virgin prepaid. I also know others who paid extra to have roaming in the US and still got no roaming and VIRGIN DENIED doing anything wrong. I am done with Virgin mobile for life. ****** ***** ** ************** *** *** * ******* ** ******* *** ***** ** **********

  Business Response

  Date: 07/09/2022

  Hi *********
  
  
  
  We've checked your account and confirmed there is no fraud here! The deductions that have depleted your Top Up balance are a direct result from your use of the service.
  
  
  
  With respect to your request that Virgin provide you with a bill showing proof of your usage - You are enrolled with a Prepaid service. Prepaid services are not issued bills. With this in mind, we do not have a bill to provide you with.
  
  
  
  Again, we must remind that if you have questions about your usage charges that had deducted from your Prepaid Top Up balance, please contact us directly at 1-***-***-****, or, chat with us at www.**********.ca/*******.
  
  
  
  Best regards,
  
  Virgin Plus
  

• Initial Complaint

  Date:31/08/2022

  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 contacted Virgin on May 2 to order an ***** ***** that had a stand alone number. ***** was mailed to me, only to be told I was misinformed as Virgin does not do stand along numbers on ***** *******. Agreed to connect it to my phone number, but after sometime, thr ***** never worked. I sent it back and was sent a replacement around May 20th. There were issues trying to connect it to a line, and was given 4 different connection numbers. After a month, the ***** was still not comparable with our area. So virgin sent me a waybill to send the ***** back again. I did so on July 2nd I have the tracking number. However, ****** **** lost the package. When I called ****** ****, they advised me to contact Virgin, as they are the ones who paid for Shipping and has insurance on the package. They can submit a missing package claim, and get reimbursed for it. They were unable to do anything else for me as I was not the one who requested the package.
  
  Since July, virgin has charged me for the *****, since they did not receive it. I've called them numerous times and spent hours on the phone to get it taken off my bill, and to contact ****** **** to report a missing package. But they are unwilling to do anything. As of today, my credit score has lowered tremendously for late payments, and my phone is cut off. After being told it would not be.
  I am up to date on my phone bill, and am extremely upset about this.

  Business Response

  Date: 31/08/2022

  Hi ********
  
  
  
  We are sorry to hear about your negative experience with your Virgin Plus services.
  
  
  
  When checking your account, we can see that you had escalated the same concern to our Executive Office and a response was provided to you addressing this matter. Should you have any additional inquiries about the escalation that the Executive Office informed you of, please reply to their email directly.
  
  
  
  If you have any other questions about your services, please contact Virgin directly at 1****-***-****, or, chat with us at www.**********.ca/*******.
  
  
  
  Best regards,
  
  Virgin Plus
  

  Customer Answer

  Date: 06/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  I've been asking for the ***** to be removed from my account since I sent it back on July 3rd. Have also been asking for Virgin to contact ****** **** and submit a missing item a claim, as ****** **** advised me to do. But I was told several times that this is nothing something Virgin does and it is up to me to report a missing item.
  
  In regards to replying to the email from Aug 29th, there is nothing g to reply too, *** *** ** **** **** *** **********. No one has ever contacted me about a solution, which should of been fixed months ago.
  *** **************** ****************************************

  Business Response

  Date: 07/09/2022

  Hi ********,
  
  
  
  Our Executive Office team is currently handling your complaint. They sent you an email August 29. Please check all of your inboxes and folders (ie, junk/spam) and reply to their email directly for an update.
  
  
  
  If you have any other questions about your services, please contact Virgin directly at 1-***-***-***** or, chat with us at www.**********.ca********.
  
  
  
  Best regards,
  
  Virgin Plus

• Initial Complaint

  Date:31/08/2022

  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 had an account ********* with Virgin Mobile.
  In May 2022 I cancelled all the cell phones and 1 tablet we had with them, I paid the full amount including penalties because the contract finished in November 2022.
  I now received another bill because they "forgot" to include the tablet cancelation in the amount and they are charging the penalty again.
  I called customer service and after speaking with the agent, she hanged up when I ask for a supervisor to talk.

  Business Response

  Date: 31/08/2022

  Hi *****
  
  
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus services.
  
  
  
  When checking the account number you mentioned we can see that you had 5 services with Virgin. During May and June 2022 you cancelled 4 of the 5 services by porting their phone numbers to a different service provider. The 5th service remains active as there was no request to cancel its service.
  
  
  
  To request cancellation of the one service that remains active on your account, please contact us directly at *-***-***-****. We'll be here to help!
  
  
  
  Kind regards,
  
  Virgin Plus
  

• Initial Complaint

  Date:19/08/2022

  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 used to have an account with Virgin mobile and I accidentally paid them instead of my current phone carrier back in April. I made a payment of $175 and called them two weeks later for a refund as I have no services with them. I have been waiting since May for a refund of $175 and still have not received it. They keep telling me that a check is on its way but it never shows up. They had the wrong address for me and corrected it and told me they rushed a check and it would be here in 10 to 12 business days which was over 20 days ago. I am looking to get my money back as soon as possible as this is completely unacceptable. I have been calling the 1 800 number not the Vancouver branch but head office is not an option on your form.

  Business Response

  Date: 01/09/2022

  Hi *********
  
  
  
  We are sorry to hear about your negative experience having an overpayment refund issued from your cancelled Virgin Plus account.
  
  
  
  We've checked our records and confirmed that a refund cheque for your overpayment had been mailed and that you were able to cash it on August 26, 2022. We trust that this has resolved your concerns.
  
  
  
  Should you have any other questions about your cancelled Virgin Plus service, feel free to get in touch by calling 1-***-***-****. We'll be here to help!
  
  
  
  Kind regards,
  
  Virgin Plus
  

• Initial Complaint

  Date:18/08/2022

  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 was moving across country, i knew i was going to need more data, i called virgin and they said i could not add more data. I did my best to stay below, but went over. That was fine, they are charging $75 for 400mb, when my entire plan is $35 for 3GB. thats Ludacris. I asked for a one time exemption and was refused.

  Business Response

  Date: 18/08/2022

  Hi there ****
  
  
  
  Thanks for taking the time to share your feedback and the explanation about your negative experience with the billing of your services.
  
  
  
  Virgin Plus provides you with a variety of subscription options when ordering your Services. You can subscribe to pre-defined Services (your "Plan"), add features (not within the Plan) that interest you (an "Add-on"), and have the additional option of using and paying for certain Services as-needed ("Pay-Per-Use"). The amount you must pay for any use of the Services (your "Charges") will vary depending on the combination of Services you select. Any usage over and above that which is included in your Plan or Add-on is additional usage ("Additional Usage") and you will pay extra for that. Additional Usage will be charged to you at the Pay-Per-Use rate (visit virginplus.ca/rates). Your rates are also shown in My Account at virginplus.ca/myaccount. Remember that you are responsible for choosing the combination of Services that is most appropriate to your needs.
  
  
  
  With respect to data usage and notifications; data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed. This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them - it is your responsibility to understand how much data is used by your selected app(s).
  
  
  
  Virgin Plus will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continued Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle.
  
  
  
  We can confirm that you had incurred $50 plus tax additional usage charges for data used outside of your plans limitations on its June 2022 bill. It can also be confirmed that prior to these charges occurring, Virgin had alerted you by SMS that you had consumed 95% of your in-plan data. When your data usage continued beyond your plans limits, Virgin blocked your data once $50 in additional usage charges accrued, as described above. Virgin does not view the usage charges incurred with your service to be an error. These charges will not be removed from your outstanding balance owed.
  
  
  
  To make payment or payment arrangements for your outstanding balance owed, please contact Accounts Receivable at * *** ********.
  
  
  
  Best regards,
  
  Virgin Plus
  

• Initial Complaint

  Date:18/08/2022

  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.

  To whom it concerns,
  
  On May 12th, 2022 I signed a contract for 3 mobile plans and a home internet plan with VirginPlus. Account # *********
  
  Unfortunately, I was not able to get service in my home or in my neighbourhood.
  
  When I signed the contract, I was not informed that service was not reliable in my neighbourhood. I would never have switched to Virgin if I had known about this problem.
  
  This problem resulted in myself not being able to work from home and not being able to make a phone call from my home or neighbourhood.
  
  Every complaint that went into their 'chat' system was not followed up on. No resolution was sought with this system, and in fact, when I lost connection I was expected to re-start the process all over again, every time.
  
  I sent a formal email complaint to Virgin. I received a follow up phone call June 14th. This individual left a message that said he would 'only try to call one more time'; he failed to leave a contact number, a contact email, or any other means of communication despite being aware that my complaint was such that I was unable to use my phone for phone calls.
  
  In addition to failing to provide myself with mobile service, Virgin mobile also failed to block data on the phone #s: ************ and ************ despite myself only having agreed to a talk and text plan (no data) in my contract, and myself having contacted Virgin to advise them to turn off data on those phones May 30th and June 2nd. Despite these multiple conversations, I was billed for data on those phones again June 13th.
  
  It is my firm opinion that Virgin mobile has consistently failed to provide mobile services per their contract agreement since onset of this service. For this I am seeking a full refund.
  
  Virgin has continued to charge me despite myself not having any services with them anymore; and despite having asked their complaint team to resolve this matter directly with me.

  Business Response

  Date: 18/08/2022

  Hi ********
  
  
  
  We are sorry to hear about your negative experience with your Virgin Plus service and that you opted to cancel it.
  
  
  
  When it comes to services offered by Virgin and warranty's on that service; Virgin 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 any Virgin Plus Services. Virgin Plus assumes no liability for any claims, damages, losses or expenses arising out of or otherwise relating to the unavailability of any Virgin Plus Services (including any Service outage or disruption), even where such unavailability occurs after activation of the Virgin Plus Services.
  
  
  
  We regret hearing that the billing configuration for your services had not been what you expected. When checking your service agreements, we see that the two services you've mentioned (************ and ************) were enrolled with "Pay Per Use Data" as a service inclusion on the Membership Agreement you accepted for their activation. There was no exclusion of data selected with their activation. While these services were active with Virgin, a total of $117 plus tax in pay per use data had been billed at the rates you subscribed with ($132.21, tax included).
  
  
  
  While reviewing your account, it was noticed that in prior disputes directly with Virgin you had been provided bill credits totalling $247.84, tax included toward these same dispute topics referenced in your complaint to BBB. This equates to credits reversing all disputed data overages aswell as an additional $115.63, tax included toward your monthly service charges.
  
  
  
  With the above in mind, we do not regard the remainder of your balance due to be an error. To make payment or payment arrangements for the remainder of your balance owed, please contact Accounts Receivable by calling 1 *** ********. Should you have any other questions about your cancelled Virgin services, please call Member Care directly at 1-888-999-2321.
  
  
  
  Best regards,
  
  Virgin Plus
  

  Business Response

  Date: 22/08/2022

  Hello ********
  
  
  
  We do not agree with your offer to settle your complaint, nor do we agree with the position you've expressed about the credits provided toward your data usage charges, specifically that you've stated they were Virgin's admission that those charges were an error, or, that they were billed outside of your service agreement.
  
  
  
  As explained in our prior response, you activated the two disputed services with "pay per use data" as an inclusion within their plans. This was displayed to you on your Membership Agreements and had been accepted by you to proceed with activation of those services.
  
  
  
  With respect to the details of your billing, Virgin has not disabled access to your bills. You can see the details of your bills in full by logging into your online account at www.virginplus.ca/myaccount. Heads up! Because your three phone numbers are not active with Virgin, you wont be able to use them to log in. You'll have to use the Username you created for your online account. If you've forgotten your Username, then you can follow the "Forgot Username" link at www.virginplus.ca/myaccount.
  
  
  
  Again, we do not regard your balance due to be an error. To make payment or payment arrangements for your balance owed, please contact Accounts Receivable by calling 1 855 811-8330. Should you have any other questions about your cancelled Virgin services, or if you have trouble accessing your bills in your online account, please call Member Care directly at 1-888-999-2321.
  
  
  
  Take care,
  
  Virgin Plus
  

  Customer Answer

  Date: 30/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  VirginPlis continues to refuse any reasonable offer to settle this matter.
  
  
  
  It is of the utmost concern that VirginPlus refuses to take responsibility for providing internet/ mobile access in a popular neighborhood like my own. It is further dishonest and in breach of their contract to charge data to phones that are on a 'no data plan'.
  
  
  
  Their failure to take responsibility for their business is what has led to myself having to engage the Better Business Bureau. I feel as though it is necessary for the BBB to get involved in order to protect consumers such as myself from such fraud.
  
  
  
  I verify that my statements have been truthful in nature and adequately represent the issues that remain unresolved.
  
  
  
  I am hopeful that the BBB will make consumers everywhere aware that VirginPlus refuses to supply access to mobile services for their account holders; and fails to bill consumers in accordance with their contracts.
  
  
  
  I look forward to the BBB assisting with resolving the remaining personal issues I am having with VirginPlus.
  
  
  
  I further continue to seek full disclosure of charges that have been (inappropriately) billed to myself.
  
  
  
  
  
  Regards,
  
  ******** *********

• Initial Complaint

  Date:11/08/2022

  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.

  Virgin Mobile Number: *** *** **** Virgin Mobile Account Number: *********
  
  *. I had cancelled my Virgin Account and moved to ******* Mobile.
  
  2. On 9th August, 2022, Virgin's Loyalty Department offered a plan for $*0 per month ($50 - 80% discount which doesn't expire) which includes Unlimited Canadawide Calling and * GB LTE data and one time $45 credit to offset the activation charges incurred on ******* - if I choose to come back to Virgin.
  
  3. I accepted the offer mentioned in point two and representative by the name of ******* from Virgin's Loyalty Department processed the offer and ported my number from ******* to Virgin and activated my cancelled Virgin Sim Card and activated the offered plan for $*0 as outlined in point 2 above at around 6:30 pm on August 9, 2022.
  
  4. Out of abundance of caution, I logged in to Virgin Mobile My Account to check if my plan was added correctly - to my surprise, the plan was not correctly added.
  
  5. I called Virgin Mobile's Loyalty Numerous times on August *0, 2022 to get the plan fixed but I was told that they can't honor the offered plan.
  
  6. Virgin mobile offered me plan as indicated in point two - to bring my business back to Virgin from ******* Mobile - I accepted the offer - Virgin Mobile ported my ******* Mobile Number to Virgin - now I lost my ******* mobile plan as the ******* Mobile account is cancelled due to port initiated by Virgin and now Virgin doesn't want to honour the promised plan - this is breach of contract by Virgin Mobile and I expect Virgin to fix this ASAP.
  
  If there is any questions, I could be reached at *** *** ****.

  Business Response

  Date: 11/08/2022

  Hi *****
  
  
  
  We are sorry to hear about your negative experience redeeming a promotional offer for your Virgin service.
  
  
  
  When checking your account we were able to see that you'd been in touch with us today to directly address the same dispute you'd referenced in this complaint. We trust that our team had been helpful in addressing and resolving your concerns.
  
  
  
  Should you have any outstanding concerns about your Virgin service, just give us a ring at 1-888-999-2321. We'll be here to help!
  
  
  
  Best regards,
  
  Virgin Plus
  

  Customer Answer

  Date: 12/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Ideally, I would like the $10/month 1GB data and canadawide calling plan applied on the account as promised.

  Business Response

  Date: 15/08/2022

  Hi *****,
  
  
  
  Thanks for providing the additional feedback.
  
  
  
  Again, we are sorry about your negative experience redeeming a promotional offer for your Virgin service.
  
  
  
  Unfortunately, the original offer is not available. As previously mentioned, our team addressed and resolved your concerns by providing an alternate offer to the account, which you deemed satisfactory.
  
  
  
  Should you have any outstanding concerns about your Virgin service, just give us a ring at 1-888-999-2321. We'll be here to help!
  
  
  
  Best regards,
  
  
  
  Virgin Plus