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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

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    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.

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    Complaint status

    Complaint type

    • Initial Complaint

      Date:16/07/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      Account No.: ********* / Phone No.: ************

      Here’s a refined version of your complaint letter to the BBB:

      Dear Better Business Bureau,

      I am writing to formally lodge a complaint against Virgin Plus regarding an issue with my mobile plan.

      When I enrolled in a Virgin Plus mobile plan last Christmas, the original agreement stipulated a monthly charge of $34.43 plus tax. However, less than 7 months after enrollment, Virgin Plus secretly increased the price to $39.43 plus tax, marking an increase of over 15%.

      At no point was I given adequate notice about this price hike. As a consumer, I never consented to this change or the possibility of a price increase, and was deprived of my right to challenge or even be informed about such a major and impactful decision. Furthermore, no valid reason was provided for the price increase.

      ** ** ********* ******** ****** ****** ******* *** *********** ********* ******* ********* ** ****** ****** **** *** ********* ******* ** ** *** ** **** ********* *** ************ ****** ***** ** **** *** ***** ****** ** ********* ** ******* ***** ***** ****** ***** ** *** ******** 
      I request that the BBB investigate this matter and take appropriate action to ensure that Virgin Plus adheres to fair business practices and respects consumer rights. * ***** **** ** ***** ** ****** ** *** ***** ** ***** ****** ********** ******** *** ****** ******* ** ***** ****** ******* ******* ****** ****.

      Thank you for your kind attention to this matter!

      Business Response

      Date: 17/07/2024

      Hey ***,

      We are truly
      sorry to hear about your negative experience regarding the billing of your service
      ###-###-####.

      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 *************************,
      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 ***********************. By taking no action, you accept the change.  If you want
      to refuse the change, your remedy is to cancel the impacted Virgin Plus
      Service. 

      To confirm, you
      were notified of a price change for your services in notices on your April 2024
      bill, to take effect on your June 2024 bill. This is confirmed in your April
      2024 bill ***** ********* ** **** ******* **** ******* ****** ** **************************** *** *** **** ******** *** **** ********

      Your terms of Service ******* ********* ** **** ******* ****** ** ****************************
      allow for pricing changes, so long as you are notified of them before they
      begin.  ** **** ******** *** ******** ***** ** ******* *** **** ******** 

      The
      Terms of Service have also provided you with instructions to follow if you want
      to refuse a change, like the price increase that was applied to your service.
      If you want to cancel your service as your remedy to refuse the price increase,
      just let us know and we can provide further instructions on that topic.

      Although we
      understand your dissatisfaction with the price increase, as we have confirmed
      that we have fulfilled our obligations to you with
      respect to your price increase and the notification you were provided prior to
      it occurring, we consider this matter resolved.

      Should you
      have any questions or concerns, please let us know.  Otherwise, please
      reply to this email to confirm the complaint has been resolved *** ** **** ****** *** **** ** *** *****

      Best Regards,

      Virgin Plus

      Customer Answer

      Date: 19/07/2024



      Complaint: ********



      I am rejecting this response because:

      Thank you for the opportunity to review Virgin Plus’s response regarding the recent price increase of my mobile plan.


      While we appreciate the insights provided by Virgin Plus and acknowledge that their notification likely meets the minimum legal requirements, from the perspective of consumer fairness and rights, this approach infringes upon the consumers’ right to be properly informed. Virgin Plus could have employed multiple and repeated notifications through phone calls, setting clear expectations during sales, sending emails and SMS messages, and providing sufficient reasons, seeking consumer consent, or offering different options. Instead, the company failed to adequately discuss the possibility of price increases when selling the product, opting for a sneaky approach to implement a significant price hike (over 15%), and burying the notification in a corner of the bill.


      Given the high inflation and busy lives of young people today, does Virgin Plus really expect consumers to scrutinize the fine print in the corner of their bills rather than pay the bill and move on to their next task? Furthermore, Virgin Plus’s response lacks sufficient ******* and ********, and is not even to concede the slightest when it comes to their profit magins. They did not offer any genuine gesture in the way of solving the uninformed and unconsented price hike to address my dissatisfaction.


      Regrettably, I must reject Virgin Plus’s response. * **** *** *** ** ******** ******* ******* **** ** ***** ********* ***** ****** ********* ****** ****** *************** ** ******* *********** *** ** ********** ******** ******* This will help curb arbitrary price hikes, prevent collusion among operators, and address the exorbitant telecommunication costs in Canada, creating a fairer and more reasonable mobile plan environment for Canadian consumers.


      Thank you for your continued attention to this matter.



      Sincerely,



      *** ***

      Business Response

      Date: 07/08/2024

      Hi ***,

      We regret hearing your disagreement with our explanation
      of the price increase to your service and the notice you were provided prior to
      it taking effect.  When topics of this
      nature come up, our duty is to make sure we’ve fulfilled our obligations to
      you, specifically by acting within the limits of the Terms of Service you
      accepted to activate with Virgin.

      We thank you for you feedback and are truly sorry
      if this has negatively impacted your experience with Virgin Plus.

      Kind regards,

      Virgin Plus

      Customer Answer

      Date: 11/08/2024



      Complaint: ********



      I am rejecting this response because: 

       

      Thank you for addressing my concerns regarding Virgin Plus’s recent price increase.


      1.Lack of Adequate Notice: Virgin Plus failed to notify me through more direct channels like email or phone, choosing instead to hide the notification within a bill’s fine print. This method does not meet the standard of adequate notice expected by customers.
      2.Obscure Terms: The terms allowing for such price increases were buried in complex legal documents, not clearly communicated during the sales process. As a consumer, I expect full transparency about any potential changes in pricing before committing to a service.
      3.Unjustified Increase: The increase of up to 20% was implemented without user's right to know, right of choice, or even backed by a reasonable explanation ***** **** **** ********* *****. Virgin Plus has not provided any justification for this substantial hike, ******* ********* **** * *********** ********* ****** ******* ************* ****** ** ******* *************


      Given these points, I believe Virgin Plus’s actions were inappropriate and did not align with fair business practices. I would appreciate Virgin Plus providing a more detailed explanation of the cost increase and considering compensatory measures to acknowledge the inconvenience caused to loyal customers like myself.


      I hope Virgin Plus will take this feedback seriously and strive to improve their customer communication and pricing strategies.


      Thank you for your assistance in this matter.




      Sincerely,



      *** ***

    • Initial Complaint

      Date:12/06/2024

      Type:Order Issues
      Status:
      Answered
      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 told them many times I do not have access to this account as it belongs to my ex boyfriend but the account is under my name. I live in a completely different city and have my own phone plan.

      I requested this account be closed back in march when the balance was paid as they would not let me close the account until it was paid. Payment from my ex boyfriend was made in April for the full amount and the account was not closed as requested.

      I never received any calls or warnings about the balance so I was under the impression it was closed. I got a call this month saying I have a $937.32 balance and I will be sent to collections. I get calls daily from debt collectors when I have no access to this account and all it has is my name and back up number. It has all his banking etc.

      I requested a manager call me back to let me know about my request to cancel back in march as I requested them to listen to the calls. I was told I would hear back Monday the 10th of June and I did not.

      This business is **** ************** in helping me solve a very expensive issue that could have been avoided if they honored my request. * *** **** ** **** **** *** ********* ****** ** **** ** ******* ****** *** ** ***** *********** 
      I still have not heard back from anyone regarding this.

      If they had kept my request and closed the account there would be no balance to be left to me to pay when it’s not my account. They have put in no effort to help me fix this. They did not put any effort into warning me about an extreme jump in the balance they simply left it until it had to be paid and was overdue when they know for a fact due to my previous calls and notes from agents that I don’t have access to this account. They simply left it to pressure me into paying it when it is at a high balance instead of warning me or warning him as it’s not my account.

      I have even asked for an invoice days ago and still have not received one so it’s just their word that I have to pay this, I have no proof.

      Business Response

      Date: 13/06/2024

      Hi **********

      We are sorry to hear about your negative experience
      regarding the billing of your account.

      We have ******** your past 5 invoices to this correspondence
      for your review.

      To make payment, please
      follow the steps outlined at *************************************************** or simply call us at ###-###-####.

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

      Kind regards,

      Virgin Plus

      Customer Answer

      Date: 13/06/2024



      Complaint: ********



      I am rejecting this response because:

      this response completely disregards what I have said. I told them to cancel this account back in April when a payment was made which put the account balance to $0. They did not and now they expect me to pay $976.13 in overcharges because they did not cancel this. They didn’t even tell me there was an overcharge. I have told them many times this is not my account I do not have access to it therefore I cannot make a payment as it is not my account to pay. My ex used my information and I have told them that many times. I told them to cancel this account when it was paid off and they did not. **** **** **** ** ** ***** ** ***** ** *********** *** **** ** * *** * ****** ** *** ** ****** **** * *** * **** **** *** **** ********* ******* ** ** *** **** ** ******* ** * *** ** ******** ** ** *** *** **** ********** 




      Sincerely,



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

      Business Response

      Date: 11/07/2024

      Hi **********

      Thanks for providing the additional details.

      Unfortunately our position remains unchanged, no
      transfer of responsibility was preformed and the account remained active, under
      your name until June 5, 2024.

      To make payment, please follow the steps outlined
      at *************************************************** or simply call us at
      ###-###-####.

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

      Kind regards,

      Virgin Plus

    • Initial Complaint

      Date:10/06/2024

      Type:Order Issues
      Status:
      Resolved
      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 contract explicitly states my mobile charge would be $45 for my line *** *** *** ** *****. My service went from $45 to $51 *** **** *** ** *** *** ** **** without any notification. I haven't changed anything and still have the contracts stating the original prices. I'd like for Virgin to honour the original contract.

      Business Response

      Date: 12/06/2024

      Hi *******,

      We are sorry to hear about your negative experience regarding
      the billing of your services.

      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 *************************, 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 ***********************. By taking no action, you accept the change.  If you want to refuse the change, your remedy
      is to cancel the impacted Virgin Plus Service. 

      We confirm that you were notified of the price changes
      for both your services with a notice on Page 3/5 and Page 5/5 of your April
      2024 bill, to take effect on your June 2021 bill.

      As
      we have confirmed that we have provided you with at least 30 calendar days' prior notice in
      writing of the monthly fee increases of your price plan, we consider this
      matter resolved. 

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

      Best Regards,

      Virgin Plus

      Customer Answer

      Date: 12/06/2024



      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. They also offered a different solution through chat. It's all good.



      Sincerely,



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

    • Initial Complaint

      Date:29/05/2024

      Type:Sales and Advertising Issues
      Status:
      Answered
      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 signed up with Virgin Plus internet for 300 mbps for $50 a month starting May 1, 2024. I got an email on May 24, 2024 offering me an even better deal (300 mbps for $40 a month). I read the entire email to ensure I could get this deal and the email said to call a phone number. So I called them and asked to sign up for the cheaper offer. But over the phone Virgin rep told me this offer is for new clients only. Which isn't written anywhere in the email. Nowhere does it say this offer is for new clients only. I read the entire email. They wrote to me offering me a better and lower price for the same deal and I want them to honor the price and deal they offered to me in writing **** ***********.

      Business Response

      Date: 29/05/2024

      Hi ****** 

      We are sorry to hear there had been some confusion about an email advertisement
      you’d received about an Internet service.

      The email copy you shared includes a link that says “See offer details”

      When clicking the “see offer details” link it specifies “Available
      to new Virgin Plus Members”.

      If you have any other questions about the eligibility of any
      advertised offer for Virgin services, please contact Virgin Plus directly.

      Kind regards,
      Virgin Plus

      Customer Answer

      Date: 29/05/2024



      Complaint: ********



      I am rejecting this response because you *** that its for new clients only. Why do you send emails to current clients when you can't honor them? I read the entire email and it said nothing about new clients. You *** this detail in your terms of service that I have to click and find and read small fine print to learn - **** ** ********** *** ********** You should honor what you've sent to me *** ****** ******* ******* ******** 

      I expect you to honor the deal you've sent to me at $40 per month, as indicated in your email , otherwise I will consider terminating my service with you completely.


      Sincerely,



      ****** *****

      Business Response

      Date: 31/05/2024

      Hi ******,

      Thanks for taking the time to provide additional
      feedback.

      Unfortunately, our position remains unchanged. The email copy you shared includes a link that says
      “See offer details”. When clicking the “see offer details” link it
      specifies “Available to new Virgin Plus Members” only.

      If you have any other questions about the
      eligibility of any advertised offer for Virgin services, please contact Virgin
      Plus directly.

      Kind regards,

      Virgin Plus

      Customer Answer

      Date: 01/06/2024



      Complaint: ********



      I am rejecting this response because you refuse to take any ownership in your poor and misleading marketing. 



      Sincerely,



      ****** *****

    • Initial Complaint

      Date:23/05/2024

      Type:Product Issues
      Status:
      Answered
      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 “ Upgraded” My phone to a pre-loved phone And I received a broken phone. I called about this multiple times to get this issue rectified *** * *** ******* ** *** ****** ** ******** **** ********* ****** **** * ***** *** ***** ******* I told them that I would not be paying for this phone, and I asked them to try to get this resolved by sending the phone back and getting a replacement, etc But they would not help me. I told him I would not be paying for this product, And I told them to cancel my account. **** ****** **** ** ***** **** **** **** ***** *** **** **** **** ** * ****** ******* ** **** **** * ******** ******** ** **** **** *****. Now they sent me to collections and are trying to say that I owe them this money, Even though I offered many many times to send the phone back to them.

      Business Response

      Date: 27/05/2024

      Hi ******,

      Were sorry to hear about your negative experience regarding
      your certified pre-loved device.

      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 and account number?

      The number provided to the BBB is incomplete.

      Awaiting your reply,

      Virgin Plus

      Customer Answer

      Date: 27/05/2024



      Complaint: ********



      I am rejecting this response because:

       

      I don’t know the account number, but the phone number was ###-###-####. I can be emailed at ******************. 



      Sincerely,



      ****** *****

      Business Response

      Date: 27/05/2024

      Hi ******

      Thanks for sharing this phone number.  We were able to use it to locate the account you’ve
      referenced.

      Checking the account, we can see that you ordered and activated a new
      device with your service in August of 2023. 
      Your payments toward this service ceased in September of 2023 causing
      Virgin to pursue collections activities for your outstanding balance owed after
      this. The service was later cancelled at your request in January of 2024 where
      it had an accumulated outstanding balance owed at that time.  Early Termination Fees relating to the
      contract term you’d accepted in August 2023 were applied to your Final Bill following
      your service cancellation.  These Early
      Termination Fees were added to your existing unpaid and overdue balance.

      Virgins policy for returns is outlined on the Membership Agreement you’d
      agreed to and were provided with your order. 
      The return conditions were listed as follows:


      You may return or exchange your Device within 15 days from the Commitment Period start date (30 days if you self-identify with a disability) where you purchased it in 'like new' condition with its packaging. We will refuse your Device if usage is excessive **** *** *********** *** *******. Service charges before the return will apply


      There is no record of you requesting to return your ordered and accepted
      equipment during its eligible 15 day return timeframe.  For this reason, a return of the equipment
      you ordered and activated in August of 2023 will not be considered.

      The outstanding balance owed on your cancelled account is viewed to be
      accurate as it reflects your unpaid balance owed for your use of the service
      and the appropriate Early Termination Fees for equipment you’d ordered and
      activated in August of 2023 without fulfilling the 24 month commitment term associated
      with that equipment.

      To make or report payment for your overdue balance, please contact the
      agency assigned to collect your balance owed by calling ###-###-####.

      Kind regards,
      Virgin Plus

      Customer Answer

      Date: 28/05/2024



      Complaint: ********



      I am rejecting this response because:

      I understand the 15 days, but as I spoke to many of your employees, the issues with my phone did not start until after this period had passed. I informed multiple of your employees. * *** ******* ** *** ********* ** ******** ********* ** **** ******** *** **** ** **** ***** 

      I tried to resolve many times with your company to get this broken device either exchanged or returned to you guys. Not a single person would work with me. * *** * ***** ******** ** ***** *** **** **** ***** *** **** ** *********** 

      Like I said, I have no problem with paying for that balance, but I will not be paying for that device. You can send me the address of which I can return this Or I will just find one myself, But I will not be keeping nor paying for that phone. I don’t accept any other resolution. 




      Sincerely,



      ****** *****

      Business Response

      Date: 29/05/2024

      Hi ******

      Our position remains unchanged. 
      Your requests to return your phone occurred far beyond the allowable
      return timeframe.  A return of a device
      exceeding its allowable return timeframe will not be considered.

      Any shipment of your equipment to any address would be done at your own
      expense and at your own volition.  Any action
      by you to ship your phone would not alter your responsibility to pay the full
      outstanding and overdue balance for your cancelled service, including costs related to that equipment.  Be advised that Virgin is not and has not
      asked you to make a return of your equipment. 
      To the contrary, you have been informed that Virgin will not accept your
      return outside of the allowable return timeframe.

      You will remain responsible for the full outstanding balance due for
      your cancelled service.  To make or report payment for your overdue balance, please
      contact the agency assigned to collect your balance owed by calling ###-###-####.

      Take care,
      Virgin Plus

      Customer Answer

      Date: 30/05/2024



      Complaint: ********



      I am rejecting this response because:

       

      virgin has a one year warranty on all certified pre loved devices. This time has yet to pass. I informed many of your employees the issue I was experiencing and was told it was most likely a manufacturing defect yet no further action to get the device returned for a “comparable model” as advertised on your website. I was told by more than one employee that I could return the device, ** **** ********* ** *****. 

      As I stated in my previous email, I will not be paying for the device as I cannot sell this to get the money to pay for it, nor should I have to. It’s your responsibility as a company to make sure you are sending out products that hold up to a certain standard especially with the claims that you do. I am willing to pay the amount minus the cost of the device but I will not be paying for anything more than that.

       

      **** ************* ** **** ************** *** *** ******* ** **** ******* *** ***** ** ** *** *** ****** ** ***** ** ** ************. * ***** ** ******* **** ****** *** ** ***** **** ******* ** * ***** ** ********** ********* *** *** ****** ********** ** ******** ******** 



      Sincerely,



      ****** *****

      Business Response

      Date: 31/05/2024

      Hi ******,

      Our position remains unchanged. Your requests
      to return your phone occurred far beyond the allowable return timeframe. A
      return of a device exceeding its allowable return timeframe will not be
      considered.

      Your account will remain responsible for the full
      outstanding balance due for your cancelled service. To make or report payment
      for your overdue balance, please contact the agency assigned to collect your
      balance owed by calling ###-###-####.

      Take care,

      Virgin Plus

      Customer Answer

      Date: 31/05/2024



      Complaint: ********



      I am rejecting this response because: 

      my request to return the device was not past the acceptable timeframe and is still not past the acceptable timeframe. It is 12 months for manufacture defects as I stated in my last message. *** *** ******** ** *********** **** ***** ** ** **** *** ******** The issues I have had with the device are most likely software or hardware issues that is covered by a manufacturer defect so I am still within my right to claim that this be replaced or sent back, as I am still under the 12 month period ** *** *** *** ** *** ******** *********** 

      I will not be paying for this device because your company refuses to stand by your own contract.



      Sincerely,



      ****** *****

      Business Response

      Date: 31/05/2024

      Hi BBB,

      Our position remains unchanged. The customers requests to return your phone occurred far beyond the allowable return timeframe. 

      The customer is responsible for the full outstanding balance due on their cancelled account.

      They are able to make or report a payment by contacting the agency assigned to collect the balance owed at ###-###-####.

      Take care,

      Virgin Plus

      Customer Answer

      Date: 14/06/2024



      Complaint: ********



      I am rejecting this response because:

      I did not decline I simply said I cannot send for repair as I am a manager and require a device. I asked if I could be sent a replacement and send the broken device back and was refused.

       

      i tried to get this fixed way before I had to cancel my services. That is on your company, not me. I will not be paying for this device 

      Sincerely,



      ****** *****

      Business Response

      Date: 11/07/2024

      Hello BBB,

      Virgin's position remains unchanged.

      Yes, all Certified Pre-loved phones come with a 1-year limited warranty from Virgin Plus. This warranty covers manufacturer’s defects for 1 year. The warranty does not cover physical or liquid damage and is only valid while the account is active.

      Heads up: Some Certified Pre-loved phones may be covered by what remains of the original manufacturer’s limited warranty. To find out how much time remains (if any) on the Certified Pre-loved Apple device, the customer can visit *************************************

      Our records indicate confirm that the customer was offered to send their device in for repair and declined.

      If anything else is needed for this file, please let us know.

      Kind regards,

      Virgin Plus

    • Initial Complaint

      Date:13/05/2024

      Type:Billing Issues
      Status:
      Resolved
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I got Virgin Plus internet with 5Mps service installed, I had it for 7-8days and cancelled because the best speed ****** **** ************ to deliver to my home was 2.1Mps. So I cancelled the service and got another providers service for the same price but it’s 50Mps. Virgin has charged me $216.96 for 8 days a horribly slow (much slower than promised and advertised speed). I would expect the installation charge to be waved or reduced based on the fact of the terrible service provided and the fact that I didn’t have the service for a month just 8days, how can they justify charging me for a months full charge of service? * ** ********* ******** ***** ********** ** * ******** ****** **** **** ** *** ***** **** ** *** ** * ****** ** * ****** **** ** ******* **** *********** ****** *** **** ** **** **** ****** * ** ********** ************ **** ****** I was told when I setup the service are now not being honoured like free installation, and when I called to cancel I was told that I would not be charged for the whole month just a partial charge for the 8 days. ****** *** ******* **** ****** ****** *** ***** ** ***** ********** ***** *** *** I look forward to hearing a response from Virgin that is reasonable and fair before I decide what to do about my two cell phones that I currently have with them.

      Business Response

      Date: 13/05/2024

      Hi *****

      We are sorry to hear about your negative experience with the billing of your cancelled Internet service.

      When we checked your account we were able to confirm your internet service is cancelled as you intended aswell as seeing the billed charge you referenced.

      To remedy your dispute, we have credited the charge for the Internet service shown on your May bill in full.  You will see this full credit on the next bill that you receive from us.

      Should you have any other questions about your cancelled internet service, or, any of your other services, just give us a ring at ###-###-####.  We’ll be here to help!

      Kind regards,
      Virgin Plus

      Customer Answer

      Date: 13/05/2024



      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:26/02/2024

      Type:Billing Issues
      Status:
      Answered
      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 recently received an offer from ******* ****** to come back, offering a plan with 50GB of CAN/US calling and data for $29, or $25 if I bring my own phone.

      That same day, on February 15, 2024, I contacted you via 611 to see if you can match this offer. In 13 minutes and 37 seconds on the phone, I was offered a plan for $39.99 with 60GB, which I accepted, but I requested to be contacted by the executive office as I felt the offer should be improved to better match *******'s $25 deal. However, I never received a callback, even though the agent, who claimed to be a retention agent for Virgin Mobile in Canada, assured me that I would and she assured me that she switched the plan to the 'loyalty plan'.

      I have yesterday received a bill from Virgin which for some reason is sent to me via text, not email, that did not reflect the change to the agreed-upon plan. When I called today to address this, the conversation was difficult due to background noise from the agent's end. When I asked to be transferred to a supervisor, the person I was connected to did not seem to understand my question and did not focus on my issue, ******* ****** ** ****** ***** *** *******

      Given this poor service experience *** ***** **** *** ******* from Virgin Mobile, I am considering switching providers. Can Virgin Mobile address this issue and make amends for the misinformation and inconvenience I have experienced?

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

      Business Response

      Date: 20/03/2024

      Hello ******

      We are sorry to hear about your negative experience.

      Checking your account, we can see that Virgin has made multiple attempts
      to contact you following this complaints submission to BBB.

      To get in touch with Virgin, please use the options shown at *************************.

      Best regards,
      Virgin Plus

    • Initial Complaint

      Date:21/02/2024

      Type:Customer Service Issues
      Status:
      Unresolved
      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 would like to express my disappointment on the virgin plus customer service I received today.

      I had been following up for my referral bonuses since last November and one of the escalated care manager Sam told me I would receive the credits on next billing cycle after couple following calls

      2 months later, I still do not see the credits bill so I called again today. Spent over an hour and the other escalated case manager couldn’t provide a satisfied answer.

      At first he told me I was not eligible for the referral credits because I didn’t signed up for the referral program even I told him I received the emails showing my friends used my referral link and also show successful on the referral dashboard.

      And then he told me it was because of my plan was not eligible. I even read the team and condition on your website (****************) to him and asked him in which line that shows my plan was not eligible and he couldn’t explain.

      And the end, all he could tell me was in his system it shows my referral was invalid and will not provide further explanation nor investigation.

      Business Response

      Date: 22/02/2024

      Hey there *****,

      We are truly sorry to hear about your negative experience
      with Virgin Plus regarding your Refer a Friend credits.

      When reviewing your account, we see that you reached
      out to our Executive Office team to address your concerns after you had sent
      this note our way.

      To confirm, after your conversation with our Executive
      Office team on February 20, 2024, they escalated your concern and noted they
      would call you back with more information once they have it.

      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: 02/03/2024



      Complaint: ********



      I am rejecting this response because: no response from virgin at all even follow up email had sent to executive office 



      Sincerely,



      ***** **

    • Initial Complaint

      Date:02/02/2024

      Type:Billing Issues
      Status:
      Answered
      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 inquired about having Virgin Internet installed in my home. I was told that there were no current lines run into my home and that I’d have to pay to have them run so a week after inquiring I cancelled and told them I’d have to get it elsewhere. They billed me and told me I’d have to pay for the month. I do not even have a modem! Then this week I received a letter telling me I owe them $358 from a **** law office. I called and the gentleman told me to pay. I asked if he’d pay at a grocery store and leave without any groceries? He then proceeded to tell me “I will ruin your credit report if you do not pay”. I am not paying for a service I never had. **** ** ** * ***** **** 

      Business Response

      Date: 05/02/2024

      Hello *****

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

      Can you please provide us with the account
      number of the Virgin Plus service you are disputing the billing of?

      Awaiting your reply,
      Virgin Plus 

      Customer Answer

      Date: 06/02/2024



      Complaint: ********



      I am rejecting this response because:

      as requested by Virgin Plus here is all the  information linked to my accpunt 

      Virgin Plus Order # ********
      August 4, 2021


      Account # ************
      First bill August 14, 2021 
      Billed every month until February 15, 2022 when I called in to ask why I was being billed and cancelled a week after inquiring 

      Last week, January 27th I called the number on a letter I received stating it was a law office regarding this matter  **** ** *** * *** ******* ** ** * **** **** *** *********** *********** ********** *** ****** ****  the gentleman told me to pay, I refused to pay for a service I did not use *** ** ********** ** ***** ** ****** *******  


      Sincerely,



      ***** ******

      Business Response

      Date: 15/02/2024

      Hi *****

      Failing to pay an overdue balance will impact your credit report – that is
      a fact, *** * *******

      This complaint and the account you mentioned was included in your prior
      BBB complaint ******* which had been closed in February of 2022.

      Virgins position remains unchanged from that which was provided in
      response to your prior BBB complaint *******.

      Take care,
      Virgin Plus

      Customer Answer

      Date: 22/02/2024



      Complaint: ********



      I am rejecting this response because: a lawyer has already contacted you regarding this and it was dealt with. I will not be paying any account that was not active. I did not have service with you and therefore will not be paying you anything. * ******** *** **** *** *** ** *** ** **** * ******* *** ***** ** ******* **** ** *** *********** *** ***** **** ** **** **** ** ** **** ****** 



      Sincerely,



      ***** ******

      Business Response

      Date: 01/03/2024

      Hi *****,

      Virgin’s position remains unchanged. Topics of
      this dispute was provided in response to your prior BBB complaint *******

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

      Take care,

      Virgin Plus

      Customer Answer

      Date: 01/03/2024



      Complaint: ********



      I am rejecting this response because:


      I have been asked for the name of an upper management level manager for my lawyer to AGAIN address this issue. You have done absolutely nothing to rectify this issue after he last communicated with you and the matter was suppose to have be resolved. I assume you get this name to me ASAP so he can get all paperwork sent over promptly 



      Sincerely,



      ***** ******

    • Initial Complaint

      Date:02/02/2024

      Type:Billing Issues
      Status:
      Answered
      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.
      On January 19, 2023 I was charged 200 from virgin plus’s. I called customer service and told them I did not authorize the charge.

      The system made a mistake and accidentally charged me 200 dollars *** *** ****** * ** **** **** ** **** ** * ****** *** *****.

      I called customer service and told them they took 200 from my bank account. Virgin noticed the error. Virgin then proceeded to refund me but I have to wait 4 weeks!

      * ** ****** ** ***** *** * **** ******* ** **** * *** ** ****** ***** **** *** **** *** *** *** *** ***** ** *** **** *** ********* I am upset that they did this and now I have to wait almost a month for my money back. They will not even give me back the full amount.

      I had to change phone companies. This is the second time they accidentally took more money from my account. They did the same thing ealier last year. I tried to pay a bill and it charged me multiple times. I had to wait 4 weeks for my money back. I received an email confirming refund on September 4, 2023.

      I called on January 19, 2023 to be refunded. They have yet to provide refund confirmation email. So I asked to be refunded but I was not… * **** ******** ****** ** *** ******* ************ ******* * ********* * **** ******** * ****** **** ** ** **** ************ *** ** ****** ********  
      It’s unfair that they keep making be behind on bills! I will be leaving their company urgently but I deserve my money back and compensation!

      Business Response

      Date: 05/02/2024

      Hello ******

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

      In your complaint you mention that Virgin took
      $200 from your bank that you had not authorized.

      When we checked your account, we were able to
      see that you had provided Virgin with a pre-authorized payment method (direct
      debit) on December 7 2023 and accepted the Terms for the pre[-auth payment
      method.  This includes allowing the full
      value of your bills to be charged to the pre-authorized payment method you
      setup.

      The next bill to follow your addition of the
      pre-authorized payment method that you’d setup was your January 2, 2024
      bill.  The total of that bill was $207.89.  This is the exact amount that Virgin deducted
      from the pre-authorized payment method you’d provided for Virgin to use.  The pre-authorized payment of your January 2
      bill had processed on January 20, 2024.  There is no error in this charge as it’s a pre-authorized
      payment method you’d provided Virgin and agreed that the full value of your
      bill would be charged to it.

      Since your last bill date, for which your
      pre-authorized payment method had paid the entire balance of - there was an
      additional payment of $73.99 that you’d provided to Virgin aswell as Virgin
      providing you a credit of $56.50.  The
      total value of these is $130.49 and would be a credit balance that’d otherwise
      carry onto your next bill.

      Instead of this credit balance carrying forward,
      we see that you requested Virgin to refund this credit balance on January 20,
      2024.

      With respect to the timing to receive this
      refund – in the communication you’d shared it shows that the timeframe to
      receive a refund is expected to be 20 days.  The refund mentioned in this new complaint was
      created January 20 and its delivery method will be a cheque, mailed to the
      billing address on your account.  20 days
      have not yet passed.  Please remain
      patient while the previously mentioned processing time lapses for you to receive
      this refund.

      Should you have any other questions about the
      billing of your service, please contact Virgin Plus directly at ###-###-####.

      Kind regards,
      Virgin Plus 

      Customer Answer

      Date: 05/02/2024



      Complaint: ********



      I am rejecting this response because:

      * ** ************ ******* *** *** ****** I did not request to be credited!! I was not supposed to be credited by you! I paid my entire balance and your system did not recognize my payments. So you pre-authorized me for December and January bill. Your system did not recognize my December payments. You charged me the incorrect amount and I’m disappointed that you are not taking accountability for it. 

       

      on the phone. I was told that my money will return in four weeks. Then I was told that my money will return after February 2nd. Now I am being told that I will receive a cheque? You guys are not giving me a valid refund date. 

       

      * **** ******** * **** ** *** ****** * ******** **** ****! One email confirms that my balance should be 0.00. So why was a charged 200? If my balance was supposed to be 0.00. 

      I am supposed to be refunded 207.00-73.00 Wich should equal 134.00. Additionally I was supposed to be refunded for the services I did not use since I cancelled my services with your company. That is an additional 50 plus dollars. 


      I want my money back urgently. I **** ***** ** *** *** *** *** *************** *** I hope bbb can assist me with suing your company for unauthorized charges. 

      Sincerely,



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

      Business Response

      Date: 09/02/2024

      Hello ******,

      Thanks for taking the time to write back.

      As previously mentioned, you had provided Virgin
      with a pre-authorized payment method (direct debit) on December 7 2023 and
      accepted the Terms for the pre-auth payment method.  This includes
      allowing the full value of your bills to be charged to the pre-authorized
      payment method you setup.

      The refund was created January 20, 2024 and its
      delivery method will be a cheque, mailed to the billing address on your account
      via ****** ***** 

      Please remain patient while the previously
      mentioned processing time lapses for you to receive this refund.

      Should you have any other questions about the
      billing of your service, please contact Virgin Plus directly at ###-###-####.

      Kind regards,
      Virgin Plus 

      Customer Answer

      Date: 15/02/2024

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

      Complaint: ********



      I am rejecting this response because:

      I have already provided proof confirming my balance was 0.00. W*** *** **** *** ***** ** ********** ********** *** * **** **** ********* **** ******* ****** *** * ***** *** ******* ** **** *****. I find it funny that you will not admit to the error. * **** ********* *** ******** ********** ** ********

      it will be four weeks tomorrow and I did not receive anything from you. Please give me my money back! **** ** ********** **** 

      with proof confirming my balance and me not receiving my refund within the four week period.  * **** **** *** **** ******* ** ** *********** *** *** **** *** ********* *** **** ****** ** ** *****

      **** ****** *** ****** ** **** ****** *** ******** I hate the fact that I had to cancel from you but this is my second time you charged me a high amount. The first time it was over 300.00. * ***** **** ** ********

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


      Sincerely,



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

      Customer Answer

      Date: 04/03/2024

      I made a complaint before. Virgin system charged me an additional 130.00$ on January 20, 2024 Prior to February 20, 2024. A virgin executive called me and said if I don’t get my money by February 20,2024. To call back and have the money returned to my card using my pre-with debit Virgin mobile promised to give me my money back on February 20, 2023. I did not receive anything on that date. I called virgin and they said I had no choice but to wait until the end of the month! Today is the end of the month and I have nothing. I called again. I said please give me my money. They are trying to tell me I have to wait until April 2 ! I do not agree to this! Please honor what you tell me! I want my money back. * ** ******** ***** ** ***** ** ***** ****** * **** **** ** ***** **** **** ** ******* *** *** ******** **** *** You promised you will give it back in four weeks. * **** **** ****** *** ******

      Business Response

      Date: 05/03/2024

      Hello ******,

      Thanks for taking the time to write back.

      As previously mentioned, the refund was created
      January 20, 2024 and its delivery method was cheque, mailed via ****** ****.

      Our Refunds Team has confirmed that a cheque was mailed
      to you via ****** **** to the address on file:

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

      Should you have any other questions about the
      billing of your service, please contact Virgin Plus directly at ###-###-####.

      Kind regards,

      Virgin Plus 

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