Telecommunications
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Important information
- Customer Complaint:Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.
Complaints
This profile includes complaints for Virgin Plus's headquarters and its corporate-owned locations. To view all corporate locations, see
Customer Complaints Summary
- 300 total complaints in the last 3 years.
- 88 complaints closed in the last 12 months.
If you've experienced an issue
Submit a ComplaintThe 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:18/01/2024
Type:Billing IssuesStatus: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.
On September 5th 2023, I received a data overage warning on my cell phone. Just Three days later, on the 8th, I called Virgin customer service to change my plan from 12G of data to 45G. More than enough to cover the overages.
I was advised by the agent the best wat to change my plan was VIA the phone App. When I attempted to do this, I was unable to access the plan he had described. So, I called back and the next agent changed my plan manually, for me. Both agents assured me that my plan would be backdated to the 5th in order to cover the overage and to DISREGARD THE OVERAGE WARNING.
A few days later I received another data overage warning. So, I called back yet again to inquire what was happening. The agent told me that the change had not taken effect for some reason, and that they had now fixed it. Again, I was told this would be backdated to cover the overages and to disregard the overages notice. I was also told that everything would be balanced out on my next bill and they would waive the service change fee for my troubles.
When I received my next bill I was mortified to receive an additional charge of $929.79 in Data overages, plus $90 in service change charges. This Totals $1031.49 including HST.
Since that time I have spent NO LESS than 10 HOURS between phone calls and emails trying to get this resolved. *** ****** *** **** ********. Several agents told me I was correct but they couldn't help and transfer me off. I was finally referred to the escalations department and delt with a, Richard H. He continued to make this process extremally ********* *** unnecessarily difficult. It would be a simple matter for him to listen to my calls to hear that I am correct. He refuses to answer my questions clearly and as of yet, has only corrected 50% of the error. Now it seems he has cut off communication all together, as I have not received an answer to my last email sent a few weeks ago. * ***** **** **** ** * ******** ****** ** ***** ** ***** *** **** ***Business Response
Date: 18/01/2024
Hi *******
We are sorry to hear about your negative experience with the billing of
your Virgin service. When checking your
account we were able to see the data usage charges you’d referenced.
In review we were also able to see that a series of changes had occurred
in and around the time that the disputed charges had occurred with intent to accommodate
your usage and prevent the overage from occurring. It was also observed that prior to today,
Virgins team had reduced the disputed data overage down to $500, plus tax.
To remedy your dispute, we have credited the remaining $500 plus tax
data overage from your September 2023 bill.
This adjustment will be reflected on your account immediately.
Should you have any other questions about your Virgin service or its
billing, please reach Virgin directly at ###-###-####.
Kind regards,
Virgin PlusCustomer Answer
Date: 24/01/2024
Complaint: ********
I am rejecting this response because: I am still receiving messages that my phone service will be cut off, and my Virgin account balance is incorrect . I have to still, call in and explain to an agent the situation to have service turned back on. My phone bill SHOULD be current. There are several late payment fees, interest fees, reconnection fees, ect. on my bill that were charged erroneously, as a result of the original overcharge.In addition, there is nothing offered to me, to even attempt to compensate me for my time, inconvenience *** ******. This was literally, hours and hours, of my time dealing with this issue for nearly 5 MONTHS! *** ****** *** *********** *** ************* Virgin is still doing the VERY LEAST it can possibly do, to correct the situation. Virgin should be offering me something to compensate me for my trouble's as well. I understand they don't have to,,, but if thy want to retain me as a customer they should. This is an FYI for them.
I would like somebody to please review my statements, as far back as the original mistake on the September 2023 statement, and credit me back any incidental overages caused by this error. And, some sort off compensation for the terrible experience.Sincerely,
******* **********Business Response
Date: 26/01/2024
Hello *******
With respect to your billing and the late
payment charges you’ve mentioned – In review of your account it has been
observed that the last instance of a bill for your service being paid in-full/on-time
was one year ago (January 2023). All
bills after have carried an overdue and unpaid balance forward. For this reason, late payment charges or
other affects of your persistent overdue balance are not found to be an error.
We kindly ask that all overdue amounts owed for
your service be paid as soon as possible to avoid further action to collect it.
Kind regards,
Virgin PlusCustomer Answer
Date: 04/03/2024
To whom it concerns,
The last letter I received from an anonymous individual at virgin was *** **** ******** **** ***** ** ******* that I have ever read in my life. It's no wonder the ********** person who wrote it did not have the courage to put their name to it. ***** *** *** ******* ** * ******* *************
In my last letter, I had asked Virgin to refund me the false charges placed on my account, such as late payment fees, going back until last August. This is the last time I received a correct bill, 6 MONTHS AGO! Its difficult to know what to pay when your bill is completely incorrect. Instead of doing what I requested, the agent at virgin took the time to criticize me for not paying some of my bills exactly on time even though they were clearly incorrect. D***** * **** **** ******** ** ********* *** ***** **** ***** *** ********** **** **** ***** ***** *** ***** *********** * ***** **** ** ** ***** ********* ********
In addition, they stated that the late payment and interest fees were a result of charges carrying over from up to a year ago! Given that this individual stated they reviewed my account, then they would have seen that the last time I received a correct bill, August, my late payment charges were $2.07. And also therefore, would have to of know that the fees would have "rolled over as they stated," on to the the bills that were overcharging me. " I WOULD LOVE TO SEE THE PERSONS MATH ON THEIR EXPLANATION! The fees I'm referring to, as I stated clearly, were applied after August and are obviously calculated on an erroneous amount!
Once again, I demand that Virgin:
Refund all of the FLASE interest or late payment charges going back to last October.
Provide me with a substantial credit to compensate me for the hours and hours and hours of time *** ****** * **** *********
If the agent who receives this letter is also not capable of doing the basic math to calculate this, please let me know and I will do it for them.
Since virgin has clearly been aware of this these false charges for MONTHS now and have refused to refund them, **** ********* *** ******* *** **** **** ******** ******** ******** ** *** ***** ******
***** ** * ****** *** ** **** ** ******** ** *** ****** *** ****** **** *** *** **** ** * ******* ********* ** *** ******** ******** ********** **** ****** **** ** ******* **** * **** **** ** *** ***** **** **** ** ****** ***** ******* **** ******** ** *** ****** ******** ** *** ********* *** ******** ******** ** ***** ** **** ***** ** * ****** ******** ****** ***** **** ** **** ***** **** ***** **** ** ***** ** *** ** ******* ****** * *** **** **** **** ** ********* ** **** **** **** ******* ** ***** *** * **** ** **** **** * *** ** **** ****** **** **** ********
* ******* *** ****** ******* **** **** *** ***** **** *** ***** *** ***** *** ** *** *** ********* ** *** **** ** ******** *** **** *********** ** * *** * **** *** *** **** ****** ** ** * ****** *** *** * ****** ********
Sincerely,
**** **********Business Response
Date: 04/03/2024
Hello *******,
Thank you for your feedback. Our position remains
unchanged.
Late payment charges or other affects of your
persistent overdue balance are not found to be an error. We kindly ask that all overdue amounts owed for your
service be paid as soon as possible to avoid further action to collect it.
Kind regards,
Virgin PlusCustomer Answer
Date: 08/03/2024
Complaint: ********
I am rejecting this response because: You have been charging me late payment fees on not paying the $1000 that was incorrectly billed to me. **** ** * *********. What is so hard for you to understand about this?Refund all of the late payment charges going back to last September immediately. then credit me for all my wasted time. ***** ** ** ****** **** ***** **** *** ** ** ***** ******* ******
Sincerely,
******* **********Business Response
Date: 20/03/2024
Hello *******,
Thank you for your feedback. Our position remains unchanged.
Late payment charges or other affects of your persistent overdue balance are not found to be an error. We kindly ask that all overdue amounts owed for your service be paid as soon as possible to avoid further action to collect it.
Kind regards,
Virgin PlusInitial Complaint
Date:17/01/2024
Type:Billing IssuesStatus:ResolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
I purchased a mobile plan with Virgin Plus on Nov 24, 2023 (Blank Friday Promo $34/40GB). I never received my SIM card and I called back a week later and Virgin said my order got canceled and they do not know why. After transferring me multiple times they said they will order me another SIM card and honor the Black Friday Deal I got ($34/40GB). However when I received my SIM card I found they give me $45/40GB plan instead of the deal they promised. So I called back and they said they can't honor that deal. I called back multiple times and the issue got escalated and they said they will call me back (I never got call back). I never put on my new SIM card or activated my account because I don't want activate my service until the issue is resolved. However I started to receive bills and it seems Virgin activate my account since the date they sent me my new SIM card. So I called back and told the agent I don't want the service anymore as it's been too long and they are not resolving my issue. The agent told me that my account is not set up and I don't need to pay the bills as there's no plan on my account and my service is canceled. He also said someone will call me back but no one ever called me back. However I'm still receiving bills so I called back one last time to check what's going on on Jan 12, 2024. The agent is very rude and hang up on me and not helping me. As of today I'm still receiving bills for something I did not activate or even canceled. My credit score is effected due to these bills. I want my bill adjusted and credit score corrected. I also want the agent who hang up on me get proper training.Business Response
Date: 18/01/2024
Hi ********
We are sorry to hear about your negative experience ordering a new
service from Virgin Plus.
When checking the account related to the order you mentioned, we see
that you had been in contact with Virgin directly and as a result, it was
cancelled effective January 12, 2024.
To remedy your dispute, we have credited the outstanding balance in-full
from you cancelled account associated with your disputed order. With this credit applied, there is no longer
a balance owed on the cancelled account and no payment will be required toward
it.
Should you have any other questions about your cancelled Virgin Plus
service or its billing, please contact Virgin Plus directly at 1-888-999-2321.
Kind regards,
Virgin PlusCustomer Answer
Date: 18/01/2024
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:04/01/2024
Type:Billing IssuesStatus: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.
On Nov 24, 2023 I entered into a Bring-Your-Own-Phone agreement with Virgin Plus on a month-to-month basis through the reseller WirelessWave. Without any notice on the same day there was a hard check on my credit history, and my score dropped by 15 points. I am now considering applying for mortgage and there is a high risk of getting rejected.
The customer support agent at Virgin Plus explained to me that the cause of the credit check was to "assess the application and to confirm your identity." This makes no sense as there are other less harmful methods available. In fact, that's what a soft check is for. Furthermore, the Membership Agreement does not state anywhere that a hard check will be required. It only mentions that there may be a credit check, which was explained by the WirelessWave sales person as a potential soft check if required at all.
I am requesting that the hard credit check be reverted and removed from my credit history.Business Response
Date: 04/01/2024
Hey there *******,
We are sorry to hear about
your negative experience with Virgin Plus.
Included with the Agreement you were provided when you
activated your Virgin Plus service is the Terms and Conditions of Service. Those
Terms and Conditions of Service state the following about the topic of credit
reporting:
4. Does Virgin Plus collect, use or disclose my credit information? If you are a Postpaid Member, then by accepting this Agreement you consent to our conducting credit checks on you, and our use and collection of your credit and payment history from another Bell company, credit reporting agencies or other credit grantors to assess your creditworthiness, update your information, activate your ordered services, or assist in collection efforts, all from time to time. You also consent to our disclosure of your credit and payment history with other Bell companies, to credit reporting agencies and credit grantors to assist with assessing your creditworthiness, and to collection agencies to assist with the collection of monies owed, all from time to time. Prepaid Services are available without a credit check.
As indicated above, an assessment was required to determine your
credit worthiness. This was necessary to ensure you qualify to activate your
service with us.
You can visit the following link to see a definition of hard
vs soft credit checks:
****************
From the above link you will understand that it is not
possible for Virgin Plus to do a soft check when performing a credit check to
determine your credit worthiness for a new service you were applying for.
If you have any other questions about Credit Reporting,
please consult ******* directly at ###-###-####.
Should you have any questions or concerns, please do not
hesitate to contact us at ###-###-#### – we’re here to help!
Best regards,
Virgin PlusCustomer Answer
Date: 04/01/2024
Complaint: ********
I am rejecting this response because: as mentioned originally the Agreement did not specify the type of the credit check, hard vs soft, and after inquiring about it I was told be the reseller that credit checks would be soft. As I was looking to apply for mortgage in 2024 I would ABSOLUTELY not have agreed to the terms of a $30 phone service to jeopardize a $1M loan (and the opportunity to own my own place).As I was not applying for any loan or credit with Virgin Plus I had no suspicion to raise with the reseller or with Virgin Plus. I accepted the reseller’s statement as the official clarification of the Agreement which had left the terms vague at only “credit check”. Ultimately Virgin Plus impacted my credit score without my consent and I request an adjustment. If needed I am more than happy to cancel my contract and go back to ****.
Sincerely,
******* **************Business Response
Date: 09/01/2024
Hey there *******,
Thanks
for taking the time to provide additional feedback.Our position remains unchanged, for more information on credit checks preformed, or for questions about Credit Reporting, please consult ******* directly at ###-###-####.
Should you have any questions or concerns regarding your Virgin Plus account, please do not hesitate to contact us
at ###-###-#### – we’re here to help!
Best regards,
Virgin PlusCustomer Answer
Date: 20/01/2024
Complaint: ********
I am rejecting this response because neither the Agreement nor the reseller informed me of a hard credit check as a requirement. I did not apply for credit with Virgin Plus.
******* **************Business Response
Date: 24/01/2024
Hey there *******,
Thanks for taking the time to provide additional feedback.
Our position remains unchanged, for more information on credit checks
preformed, or for questions about Credit Reporting, please consult ******* directly at ###-###-####.
Should you have any questions or concerns regarding your Virgin Plus
account, please do not hesitate to contact us at ###-###-#### – we’re here to
help!
Best regards,
Virgin PlusCustomer Answer
Date: 30/01/2024
Complaint: ********
I am rejecting this response because there is a life-altering difference between a hard credit check and a soft check, and the Agreement did not specify which was applicable. To clarify this I asked the reseller and they said it was a soft check.Your responses are merely to cover up for the fact that it’s not in the best interest of your Business to ask for consent because otherwise, there’s a clear difference between the consequences of the two credit checks. Metaphorically, a red light is a light, so is a green light. Crossing one light leads to a different consequence than the other, right?
******* **************Business Response
Date: 05/02/2024
Hey there *******,
Thanks for taking the time to provide additional feedback.
Our position remains unchanged. For more information on credit checks preformed, or for questions about Credit Reporting, please consult ******* directly at ###-###-####.
Should you have any questions or concerns regarding your Virgin account or its billing, please contact Virgin directly at ###-###-#### – we’re here to help!
Best regards,
Virgin PlusCustomer Answer
Date: 07/02/2024
Complaint: ********
I am rejecting this response because of the previously stated reasons.
Sincerely,
******* **************Initial Complaint
Date:02/01/2024
Type:Billing IssuesStatus: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.
In beginning Sept 2023 I ordered a 2nd phone to my plan over the telephone. He assured me that it would be delivered to my door in 2-3 days via ****** ****.
The phone never came. They had sent it to the wrong address.
I have been getting billed every month for this phone i don't have. They can even see that no calls on it have ever been made. It's been 3 months and 20 + phone calls, and they haven't done a thing to resolve this. They keep telling me that if they cancel the phone, i have to pay out the contract. How can i have a contract without the actual phone?????
I'm so fed up, I have to spend hrs begging them to 0.00 out that portion of the bill because i don't have the phone.im not paying for something i never received. Every time i get my bill is a fight. They constantly tell me I'll get an email but i never do, in regards to this. They keep putting me on hold and hand my call off to other people time and time again and knowone is willing to help. I'm not sure what is happening but it's been 3 months.
I have since then gotten 3 more phones on my account with Virgin( for my company) but bought them from a store as they are mot yo be trusted. * ** ********* *********** ******* **** ******** *** **** ****** ****Business Response
Date: 03/01/2024
Hey there *****,
We are sorry to hear about
your negative experience ordering a phone from Virgin Plus.
When reviewing your account,
we noticed that you had a complaint active with the CCTS for the same topic.
To avoid any crossed wires,
we will reply through that avenue only within the allotted CCTS timeframe.
Should you have any immediate
questions or concerns regarding your account, please do not hesitate to contact
us at ###-###-#### – we’re here to help!
Kind regards,
Virgin PlusCustomer Answer
Date: 03/01/2024
Complaint: ********
I am rejecting this response because:I want to make sure that this gets resolved this time. I would prefer that both BBB and CCTS work on this with you. Whomever that helps resolve this quicker the better. This needs to get resolved asap as that is why I have put in a complaint with both parties involved. This has been ongoing for over 3 months with no communication on your part until I filed complaints with BBB and CCTS.
Sincerely,
***** **********Customer Answer
Date: 15/01/2024
Complaint: ********
I am rejecting this response because:I don't understand why you cannot deal with BBB as well. Its clear to see that you have not moved further along in this case with CCTS either.
I need this resolved, I need that phone removed from my bill, as I never recieved that phone. This is going onto the 4th month of you doing nothing to resolve this issue as to why this happened. This is not right!
Sincerely,
***** **********Business Response
Date: 16/01/2024
Hey there *****,
Thanks for providing additional feedback.
As previously mentioned, we will reply through the CCTS only within the allotted CCTS timeframe.
Should you have any immediate questions or concerns regarding your account, please do not hesitate to contact us at ###-###-#### – we’re here to help!
Kind regards,
Virgin PlusInitial Complaint
Date:22/12/2023
Type:Billing IssuesStatus:UnresolvedMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
Prepaid for cell service. Cannot connect to the service even after 2 days of trying and hours on the phone troubleshooting with VirginPlus employees. Was told different things by each person I spoke with. Am asking for my money back because they have not provided the service I paid for *** * **** ** *** ******* ******** *** ** *** **** ******* ******* ** *** ****** ** ******* * ******* **** ****** They claimed it cannot be refunded. I am seeking help here because I have already spent hours with them trying to sort this out and it was not resolved. I can understand if they don't refund for unused minutes and data but in my case they havent given me anything to use! They havent fulfilled their end of the deal and I expect a refund. Please help!Business Response
Date: 22/12/2023
Hey there ******,
We are sorry to hear about your negative experience
with your Virgin Plus Prepaid service.
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 Prepaid phone number?
We are unable to locate your account, ***** *** *********** *** *** ******** ** *** ****
Awaiting your reply,
Virgin PlusCustomer Answer
Date: 22/12/2023
Complaint: ********
*** **** *** ** ******* *** **** **** *** ******* * ** ***** **** *******They are asking for the phone number - it is ### ### ####
Sincerely,
****** *****Business Response
Date: 22/12/2023
Hi ******
Thanks for providing the phone number for your
Prepaid service. We are sorry to hear
about the trouble you’ve had using the service.
When checking your account we were able to see that
you had applied two separate top ups ($25 and $15) to your account on December
20th. On the same date,
payment for your $40 plan had deducted from your Top Up balance, however, the
top up balance for the account was $0 following this plan payments deduction.
A prepaid account with a $0 balance will not
function, regardless of its plan being paid.
Below is a snip from the Terms of Service where this is mentioned:
---------------
39. How does Virgin Plus bill me? Your billing arrangement depends on whether we are providing you with Postpaid or Prepaid Services. You must pay all Charges, plus applicable Fees and taxes.
(b) Prepaid: If we are providing you with Prepaid Services, you will not
receive a monthly bill. You must maintain a positive balance of funds in your
Prepaid account in order to use the Services. To add funds to your account, you
must "Top Up". Taxes are extra.
---------------
It was observed that Virgin agents provided a
small credit to your Prepaid balance to bring it above $0 (to $1.45) and that on
December 21, your plan was swapped to another that’s the same price ($40) while
maintaining the same top up balance of $1.45 to allow your service to be able to
function.
We trust that your service is now functional
with your plan being active and a positive balance now held on your Prepaid
account.
If you encounter any issued using the active
service, please contact Virgin directly for troubleshooting and support. The
number to reach Virgin is ###-###-####.
Kind regards,
Virgin PlusCustomer Answer
Date: 03/01/2024
Complaint: ********
I am rejecting this response because: You have not addressed what was the main problem I raised in this complaint. The issue was NOT the 1.45 top up. The issue was that even after the balance was brought above 0, the phone did not work and each agent I spoke with gave me a different reason -- eg. there was an outage in my area, which there was not. One agent sent me to a technical person at **** ****** which got very confusing because they thought I was calling about a previous cellular account with them. ** *** * ***** It was not until I fought to get in touch with a technical person that the issue was resolved, and confirmed to be a SIM card issue. I spent hours on the phone with agents trying to resolve what turned out to be a simple issue. That is what I wrote about in my complaint here. I paid for cell phone date and minutes which I did not receive and they would not refund the amount I paid. I asked for a refund so I could purchase data and minutes from another provider ******* * ****** ********* ****** ** *** **** ***** and you could not provide that. But now that you bring up the other issue I would like to add that the first agent I spoke with, who arranged the top ups of 25 and 15 did not tell me that I would not be able to use the phone because there would not be a positive balance. ** **** **** *** **** ********* * *** ***** **** **** ******** Why did she arrange tops up to add up to 40 if it wouldn't enable me to use the account?Since in the end I only lost a few days of service, I would be happy to receive a credit on the account for when I next need to activate it.
Sincerely,
****** *****Initial Complaint
Date:17/12/2023
Type:Billing IssuesStatus:UnresolvedMore 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 agent never told me about activation fee or long distance fees or data fees I was mislead into the plan and feel like I was taken advantage ofBusiness Response
Date: 19/12/2023
Hey there *******,
Were sorry to hear about your negative experience
in store regarding your plan details.
Details
of activation and plan were provided in the Membership Agreement, which you agreed
to when obtaining the service. ** **** ******** ****** ** *** ********** ********* ***** **** *** **** ** **** ** *** ******* ********* *** **** ******** **** *** ********* * **** **** ****** ** ******** *** *****You
are always able to view or change your plan, yourself, via your online account
which can ben seen at www.virginplus.ca/myaccount.Should
you have any questions or concerns, please do not hesitate to contact us ###-###-#### or at www.virginplus.ca/contactus – we’re here to help!Kind
regards,Virgin
PlusCustomer Answer
Date: 20/12/2023
Complaint: ********
I am rejecting this response because: they *** ***** ***** the terms we're never told to me by the lying representative of virgin mobile
Sincerely,
******* ******Business Response
Date: 21/12/2023
Hey there *******,
Thank you for taking the time to write back.Our position remains unchanged, details
of activation and plan were provided in the Membership Agreement, which you
agreed to when obtaining the service.** **** ******** ****** ** *** ********** ********* ***** **** *** **** ** **** ** *** ******* ********* *** **** ******** **** *** ********* * **** **** ****** ** ******** *** *****
You are always able to view or
change your plan, yourself, via your online account which can ben seen at
www.virginplus.ca/myaccount.Should
you have any questions or concerns, please do not hesitate to contact us ###-###-#### or at www.virginplus.ca/contactus – we’re here to help!Kind
regards,Virgin
PlusCustomer Answer
Date: 21/12/2023
Complaint: ********
I am rejecting this response because: they are saying the representative of virgin mobile disclosed the information that is not true he never discussed the agreement with me tell me why if he disclosed the information that says my price is twice as much as the old plan and no data and no long distance etc why would I agree to this virgin mobile representative never told me about any of this he said go shopping while he transferred from my old phone then just ask me to sign and it all ready t** **** ****** *** ***** ***** ** ***** *** **** ***** *** **** *** ****** ****** ** ********** **** I stand my ground that the virgin mobile representative never told me and tricked me into the plan further more I'm getting a little bit annoyed about virgin mobile representative **** **** ***** **** *** *** **** ******* ** **** ********* **** ***** *************** ** *** ************ ********
Sincerely,
******* ******Initial Complaint
Date:17/12/2023
Type:Service or Repair IssuesStatus: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.
Paid outstanding balance plus and service not reactivated. Plus $2Business Response
Date: 19/12/2023
Hey there ****,
Were sorry to hear about your negative experience
with Virgin Plus.
Reviewing your account we can see that it was
cancelled for non-payment on October 6, 2023 and currently has an outstanding
balance of $631.64.
For options on how to restore services with
Virgin Plus, please contact us directly at ###-###-#### or at www.virginplus.ca/contactus.
Awaiting
your call,
Virgin
PlusCustomer Answer
Date: 19/12/2023
Complaint: ********
I am rejecting this response because:
Sincerely,
**** *****Customer Answer
Date: 20/12/2023
They closed my account not me. After they said I had till January 4th to pay what I paid. Then added a hundred after I paid agrees balance.Business Response
Date: 20/12/2023
Hey there ****,
Thanks for taking the time to write back.
You are correct, your account was cancelled for
non-payment on October 6, 2023 and currently has an outstanding balance of
$631.64.
For options on how to restore services with Virgin
Plus, please contact us directly at ###-###-#### or at www.virginplus.ca/contactus.
Awaiting your call,
Virgin PlusInitial Complaint
Date:17/12/2023
Type:Service or Repair IssuesStatus:AnsweredMore info
Complaint statuses
- Resolved:
- The complainant verified the issue was resolved to their satisfaction.
- Unresolved:
- The business responded to the dispute but failed to make a good faith effort to resolve it.
- Answered:
- The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
- Unanswered:
- The business failed to respond to the dispute.
- Unpursuable:
- BBB is unable to locate the business.
On October 13th I uprgraded my
Internet from 50mbs at 80$/month to 100mbs at 60$/month. This change took place for 1 bill which lasted about 2 days. I called and they sent a tech to update my speed and upgraded to fibre. The payment never changed and I was overcharged 20$/ month for 2 more months. I called 5 or 6 times to get this fixed and they hung up every time. I went in store and they got me to set up a new account I could get an order for and cancel my old internet. On dec 12 the installation was supposed to happen. It never took place because the tech had an order for the wrong type of internet. It needed to be fibre. So instead of fixing the issue they cancelled the order all together. I have now been without internet since then because they requested I cancel my other one in order to install the new one.Business Response
Date: 19/12/2023
Hey there ***,
Were sorry to hear about your negative experience
regarding your home internet service with Virgin Plus.
We would love to review your account to ensure that
your feedback has been noted and help find resolution where possible, however,
we need to know a little more detail.
Can you please reply to this email and include your
internet number or account number?
We are unable to locate your account with the
information provided to the BBB.
Awaiting your reply,
Virgin PlusInitial Complaint
Date:30/11/2023
Type:Billing IssuesStatus: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 am writing to get an explanation regarding my Virgin Mobile account **********, which I signed up for at the ******* Uptown Centre My account was flagged with a credit limit of $200, and despite my efforts to seek clarification, I have encountered challenges in obtaining a reasonable justification.
Upon contacting Virgin Mobile customer service and inquiring about the reason for the credit limit flagging, I was met with inconclusive responses. The representatives claimed that it was due to my credit score, yet failed to provide any specific details or reasoning behind this decision Furthermore, my attempts to seek clarification resulted in being placed on hold and transferred from one department to another without any satisfactory explanation.
Frustrated by the lack of transparency and clear information, I decided to escalate the matter by reaching out to the Virgin Plus Management Team via chat. To my disappointment, they initially directed me to contact ******* to verify my credit score. Following their advice, I promptly contacted ******* and obtained my credit report, only to find that there had been no recent inquiries from Virgin Mobile in the current month. My ******* and ********** credit reports are in good standing, with no apparent issues **** ******** *********** ** *** ****** *** ******* ******** with Virgin Mobile in the past.
* **** ******** * **** ** *** *********** **** ** **** **** *** ****** **** ********** ***** ***** ********** *** **** ** ******* *** ************ ********* * **** ******** ****** ** ******** ** ******* **** *******
I am deeply concerned about the impact of this credit limit on my account and the apparent inconsistency in the information provided by Virgin Mobile representatives as I have missed no payments as a customer with Virgin Mobile, ****** ***** ** *** **********. As a customer, I am entitled to a clear and justifiable explanation for the credit limit flagging and request that this matter be promptly resolved.Business Response
Date: 05/12/2023
Hi ******,
We are sorry to hear about
your negative experience regarding the activation of your service.
The Credit Limit was assigned to your account at the
point of activation based on your individual credit score.
You are able to have your Credit Limit removed from your account by simply paying 6
consecutive bills in full and on time.
To learn more about your current Credit Limit and how it can be removed, please visit ****************
Should you have any questions
or concerns, please do not hesitate to contact us at ###-###-#### or www.virginplus.ca/contactus –
we’re here to help!
Kind regards,
Virgin PlusCustomer Answer
Date: 05/12/2023
Complaint: ********
I am rejecting this response because:As outlined in my initial email, I provided detailed information about my credit score. However, the response I received did not adequately address my concerns or provide a satisfactory explanation for the imposed credit limit.
I would appreciate a more detailed clarification on the factors considered in determining my credit limit, particularly when my credit score is already established. Understanding these factors will help me better navigate and manage my account effectively.it doesn’t mention why it was imposed when the credit score is already in place.
Sincerely,
****** ***** *******Business Response
Date: 17/12/2023
Hi ******,
As previously mentioned, the Credit Limit was
assigned to your account at the point of activation based on your individual
credit score.
Should you have any questions or concerns, please
do not hesitate to contact us at ###-###-#### or www.virginplus.ca/contactus
– we’re here to help!
Kind regards,
Virgin PlusCustomer Answer
Date: 19/12/2023
Complaint: ********
I am rejecting this response because: I have already done the steps mentioned in the previous response and they were unable to provide and answer and they directed me to BBB as they were not in the position to answer why? Even when my credit is in place.
Sincerely,
****** ***** *******Business Response
Date: 20/12/2023
Hi ******,
Credit Limits and Security Deposits are
assigned to accounts at the point of activation based on a customers individual
credit score.
Should you have any questions or concerns, please
do not hesitate to contact us at ###-###-#### or www.virginplus.ca/contactus
– we’re here to help!
Kind regards,
Virgin PlusCustomer Answer
Date: 20/12/2023
Complaint: ********
I am rejecting this response because:hi virgin team,
it looks like you are not reading my previous responses. I have contacted your customer support as well management escalation team and provided data about my credit score and history with Virgin mobile. They are unable to help me and asked me to reach out to BBB cause they don’t have an answer.
Sincerely,
****** ***** *******Business Response
Date: 22/12/2023
Hi ******
If you have questions about your Credit Rating,
please consult a credit bureau directly.
Virgin is unable to answer questions about why your credit report would appear
the way it does as we do not issue credit reports.
Kind regards,
Virgin PlusCustomer Answer
Date: 02/01/2024
Complaint: ********
I am rejecting this response because: I must express my dissatisfaction with the responses provided thus far. I appreciate your efforts in addressing my concerns, but I find the information related to my credit report to be irrelevant to my query.
As stated previously, I have contacted the credit bureau, and my credit score is in good standing. However, I remain perplexed as to why I have been placed on a credit limit plan by your company. I kindly request a thorough explanation for this action.
I would appreciate a detailed response that addresses the specific reasons behind placing me on a credit limit plan. Please ensure your reply is comprehensive and directly pertinent to my inquiry. Your prompt attention to this matter is crucial, and I look forward to receiving a satisfactory explanation.
Thank you for your understanding.
Sincerely,
****** ***** *******Business Response
Date: 09/01/2024
Hi ******,
Credit Limits and Security Deposits are assigned
to accounts by Virgin at the point of activation based on a customers
individual credit score issued by the credit bureau.
If you have any other questions about Credit Reporting, please
consult ******* directly at ###-###-####.
Virgin is unable to answer questions about why
your credit report as we do not issue credit reports.
Kind regards,
Virgin PlusCustomer Answer
Date: 24/01/2024
Complaint: ********
I am rejecting this response because your team is not reading my responses.
Sincerely,
****** ***** *******Initial Complaint
Date:10/11/2023
Type:Service or Repair IssuesStatus: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 a phone line with virgin plus and they do not have the infrastructure to supply this service
I cannot accept calls at home unless I hear outside to receive them
They told me the tower is to far away and they need to repair it our build a new one
They offered a service that I pay for but they cannot supply
How do I correct thisBusiness Response
Date: 17/11/2023
Hello *****
We are sorry to hear about your negative experience with your Virgin
Plus service.
If you are encountering issues using your Virgin Plus service, please
contact Virgin Plus directly for troubleshooting and assistance.
You can reach Virgin Plus by calling 1-888-999-2321.
Best regards,
Virgin Plus
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