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:10/08/2022

  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.

  My neighbor's internet went down, *** *** *** * ******** ***** *** ****** **** ******* *** ********. I let them borrow mine and they're was a extra 40 dollar charge. I spoke to the company and they said they would forgive the charges. Then couple of weeks later they are demanding the forty dollars or they would shut off my servicces. I then cancelled everything but my phone to switch companies and keep my number. They charged me for the services i cancelled, I was so upset the way i was treated instead of paying the 120 dollars i paid extra exactly 160 dollars even though they charged me a extra month even though i cancelled to be done with such a thoughtless ******** company. Then they threw me in collections for one hundred dollars with zero attempt to let me resolve it. ***** ******* ****.

  Business Response

  Date: 11/08/2022

  Hi ****,
  
  
  
  Were sorry to hear about your negative experience regarding your Virgin Plus home internet account.
  
  
  
  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 account number?
  
  
  
  We are not able to locate the account you are referencing with the information provided.
  
  
  
  Awaiting your reply,
  
  
  
  Virgin Plus

• Initial Complaint

  Date:10/08/2022

  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.

  I have not had cell service in and around my home since June 22nd, 2022. I currently have 3 phone lines with Virgin and was looking to add another one. I have contacted Virgin multiple times regarding this. The only way I am able to contact them is by their chat function. They will not give me a number to call to deal with this when I do actually have service, they suggested I send a letter in the mail instead.
  
  They have acknowledged that they've known about this issue for weeks, yet they can't (or won't) seem to fix it. This is unacceptable. * ** *** ****** ********* ***** **** ** *** ****, and unable to call even 911 for help. They will not give me any information about what happened to cause this or what they're actively doing to fix it.

  Business Response

  Date: 11/08/2022

  Hi *******,
  
  
  
  Were sorry to hear about the service issues on your Virgin Plus account.
  
  
  
  After reviewing your account, we can confirm that a trouble ticket (#: ******) was opened for your account and is related to an outage in the area. This ticket is currently pending resolution.
  
  
  
  To show our apologies for any inconvenience you may have been caused, we have applied a credit toward your next bill that is equal to one month of your service cost with us for all three services. A total credit of $160.50, taxes included.
  
  
  
  Should you have any questions about your account or service, just give us a ring at 1-888-999-2321- Were here to help!
  
  
  
  Kind regards,
  
  
  
  Virgin Plus

  Customer Answer

  Date: 15/08/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  My connection is not stable because Virgin is taking no effort to resolve the outage. There should be no excuse to have a nearly 2 month outage, and you haven't given a reason for the this outage anyway.
  
  
  
  Again, this resolution needs to be expedited, and more than one month's bill adjustment for this is not sufficient.
  
  
  
  Telling me to use WIFI to call 911 instead of fixing your issue is pathetic and nonsensical. I am paying for services I am not getting, it's not me that needs troubleshooting to resolve this.

  Business Response

  Date: 16/08/2022

  Hi *******,
  
  
  
  Again, were sincerely apologize for the service issues you are facing are related to an outage in the area.
  
  
  
  We cannot guarantee wireless service and do not have a remedy that can be provided immediately that would change that.
  
  
  
  This is covered in our Terms of Service, available in full at www.virginplus.ca/terms:
  
  
  
  48. Are there any warranties on the Virgin Plus Services? To the extent permitted by applicable law, Virgin Plus makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, with respect to any Virgin Plus Services and does not guarantee that communications are private or secure. Virgin Plus assumes no liability for any claims, damages, losses or expenses arising out of or otherwise relating to (i) 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; and (ii) any changes to the Networks or geographical coverage areas (both in and out of Canada).
  
  
  
  While its been confirmed the service issue you are facing is related to an outage in the area, there is no definitive time for a fix. Wi-Fi calling on your device will supplement your cellular network connection and provide stable service.
  
  
  
  Should you have any questions about your account or service, just give us a ring at 1-888-999-2321- Were here to help!
  
  
  
  Kind regards,
  
  
  
  Virgin Plus

• Initial Complaint

  Date:06/08/2022

  Type:Product 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.

  Waiting on a credit back from a closed account (closed May 29th). I overpaid on my final bill with Virgin Mobile for $39.55. They confirmed I would receive a rebate cheque within 3-6 weeks when I went through the process of closing my account.
  I have contacted the business three times in the past two months since my cancellation, and each time they say a "cheque is on the way" although I have not seen anything. I called most recently on July 21, and a woman named "**" answered who again confirmed the cheque has been processed to be sent.
  Due to my concern, I requested written confirmation the cheque had been sent but I was told it is not possible. I also asked if they could track the cheque if it were issued to the wrong address. It was not possible. I then asked to speak with a superior to confirm that the mail has been sent and I was told after our call ended, she would pass a message and a superior would call me back. It's now the 29th, and no one has gotten in contact with me regarding this issue.
  I've received every other piece of mail Virgin Mobile has sent, so I know there is no issue with postage. It has now been 8 weeks since then.
  
  * **** ******** ** ****** **** ** **** ** ** ******* *** *** **** ****** **** ** **** * ** ** ** **** *** ***** *** ** ******** ******

  Business Response

  Date: 10/08/2022

  Hi ********
  
  
  
  We are sorry to hear about your negative experience trying to retrieve an overpayment refund for your Virgin Plus service.
  
  
  
  We checked and confirmed that a refund in the amount of $39.55 was extracted from our system on June 8, 2022. Contrary to your expectation that this would be sent to you via mailed cheque, instead it was issued directly to the same Credit Card that you used to pay for your service. This is expected to be visible on your Credit Card statement within a week or two following its extraction date from our system. We encourage you to check your Credit Card statement to see that you've already receive the disputed refund.
  
  
  
  Should you have any other questions about your cancelled service, we are jut a phone call away. Feel free to reach us at 1-***-***-****. We'll be here to help!
  
  
  
  Best regards,
  
  Virgin Plus
  

  Customer Answer

  Date: 11/08/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  
  I have checked my last banking statement, and the credit card has been refunded.
  
  
  
  Thank you.

• Initial Complaint

  Date:24/07/2022

  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.

  Haven't received my refund since 2020. I've contacted virgin customer service several times and refund still not issued . Amount is $450.00

  Business Response

  Date: 25/07/2022

  Hi ****,
  
  
  
  We are sorry to hear about your negative experience with Virgin Plus.
  
  
  
  We have escalated your concern to our Refunds Team and will provide a response once we hear back from them.
  
  
  
  Thank you for your patience during this time.
  
  
  
  Kind regards,
  
  
  
  Virgin Plus

  Customer Answer

  Date: 27/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  Address that Virgin has is incorrect.
  
  
  
  The address that is provided doesn't include my apartment number.
  
  
  
  Please update address to :
  
  ** ******** ****
  *** ***
  ******* **
  *** ***

  Business Response

  Date: 28/07/2022

  Hi ****,
  
  
  
  Thank for confirming your address.
  
  
  
  Please note, the apartment number was not updated on your account until after the original refund cheque was issued.
  
  
  
  Our team has confirmed that the original cheque has been voided an a new cheque has been issued to the following:
  
  
  
  ** ******** ****
  *** ***
  ******** **
  *** ***
  
  
  
  Please allow 2-3 weeks for delivery in the mail.
  
  
  
  Should you have any questions or concerns, please do not hesitate to contact us at 1-888-999-2321 - we're here to help!
  
  
  
  Kind regards,
  
  
  
  Virgin Plus

• Initial Complaint

  Date:22/07/2022

  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 direct payment on my on my billing; however, I have had them not charge my credit card and when I called to change it to to my bank they could not help me. My service has been cut, but my credit card should of been charged.

  Business Response

  Date: 22/07/2022

  Hey there ****
  
  
  
  We are sorry to hear about your negative experience trying to make payment for your Virgin service.
  
  
  
  While we appreciate that you'd provided a credit card for auto payment of your bills, it looks like there may have been a typo in the credit card number you gave us. The recent payment of your bills was unable to process using the Credit Card info you'd provided.
  
  
  
  Remember, it is your responsibility to ensure you've provided up to date and accurate payment information for your services. You can check your payment info, make updates, and change your payment method using My Account at www.virginplus.ca/myaccount.
  
  
  
  Should you have any questions about navigating My Account to setup your new payment method, or if you have any other questions about your service, just give us a ring at 1-888-999-2321. We'll be here to help!
  
  
  
  Best regards,
  
  Virgin Plus
  

  Customer Answer

  Date: 25/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  They are refusing to take any respondablity for their mistake. Every other of my paymenta were able to come out i spoke to my credit card they were fine they said it was on virgins end.

  Business Response

  Date: 27/07/2022

  Hi ****,
  
  
  
  Thank you for providing additional feedback. However, our position remains unchanged.
  
  
  
  The recent payment of your bills was unable to process using the Credit Card info you'd provided. Specifically, an error with the credit card number you gave us.
  
  
  
  Remember, it is your responsibility to ensure you've provided up to date and accurate payment information for your services. You can check your payment info, make updates, and change your payment method using My Account at www.virginplus.ca/myaccount.
  
  
  
  Should you have any questions about navigating My Account to setup your new payment method, or if you have any other questions about your service, just give us a ring at 1-888-999-2321. We'll be here to help!
  
  
  
  Best regards,
  
  
  
  Virgin Plus

  Customer Answer

  Date: 29/07/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  
  My credit card has been on file amd i had no problems with payment on other stuff. They messed up and removed my card from file. I was inconvinainced as a customer who has 2 phones and internwt and has paid on time for the past 2 years. ** ****** *** *** ***** **** *** ******* *** ***** **** **** Virgins mistake. This is virgins fault and I want a month free for the inconvomancs