Complaints

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

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• 

  Virgin Plus

  Private Toronto, ON M5V 2T3

• 

  Virgin Plus

  13450 102 Ave Surrey, BC V3T 5X3

• 

  Virgin Plus

  4567 Lougheed Hwy Burnaby, BC V5C 2Z6

• 

  Virgin Plus

  4800 Kingsway Burnaby, BC V5H 4J2

• 

  Virgin Plus

  610 6 St New Westminster, BC V3L 3C2

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:03/11/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have a phone line with Virgin and have a spending limit of $200, so I can't go over that, but I've been overcharged in four separate cases, and these overcharges have in turn caused me to . exceed the spending limit. There were times when I was asked/charged $50 just to get the line back. I contacted the company and was told that this is how the system works. I never got a clear answer as to why it was recurring, but I always had to pay. Nowadays I can't work without my phone. Last week I was told that the charges would be added on my billing date, but as usual, this has happened before and my line was cut out again, and when I asked to cancel, I was told that I should cancel. . Pay more. I tried to resolve the issue with the company but they just told it is the system as an answer. Now i am
  Looking to part ways but i am told that i need to pay even more to leave a terrible service

  Business Response

  Date: 07/11/2023

  Hi there ******
  
  We are sorry to hear about your negative experience
  with Virgin Plus.
  
  We would love to review your account to ensure that
  your feedback has been noted and help find resolution where possible, however,
  we need to know a little more detail.
  
  Can you please reply to this email and include your
  Virgin Plus phone number and account number. The phone number provided to the Better Business Bureau is not a valid
  number.
  
  Awaiting your reply,

  Virgin Plus

  Customer Answer

  Date: 07/11/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  ******* *** **** **** *** *** ** ****** *** ** ****** ** ****** **** ***** ** *****. Here is my account and phone number:    ********* ** ***** ****** **********
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 09/11/2023

  Hey there ******
  
  Thanks for providing your account information. We are
  truly sorry about your negative experience with Virgin Plus.
  
  A Credit Limit was assigned to your account at the
  point of activation based on your individual credit score. Once your account balance surpasses its Credit Limit,
  the service is suspended until payment is made. Your Credit Limit threshold is
  calculated daily based on unbilled usage and charges, your current account
  balance and any adjustment made or payments received since your last bill.
  
  Being on a $200 Credit
  Limit you will receive notifications at the following thresholds:
  $150 – First notification sent
  $175 – Outgoing calls are routed to Customer Care
  $190 – Second notification sent
  $200 – Service suspended until payment is made
  
  Please understand that 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 ******************************************************************************************
  
  Reviewing your account, your Nov 06, 2023 invoice is
  currently in progress and will post within 2-3 business days. Your current
  credit limit balance is $182.20 of $200. To restore full service, a payment
  would be required to lower it below the $175 threshold.
  
  If you have any other questions, please let us know.
  We are here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:13/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On Oct 10th I called Virgin Mobile to confirm it is possible to buy 2 plans under my name which will send a sim card for phones previously bought. Customer service suggested one plan under my name and one plan under my husbands. I was sent an email after purchasing plan that I would need to call for a credit check. The plan is month to month for our children, and is only 15 dollars per month each. When my husband went into Virgin Mobile in ****** the clerk informed him that due to his postal code (*** ***) which covers a great area within ****** ****** and the fact his last name is ******, he has someone else's 300$ late phone bill attached to our new plan. We have never been a Virgin Mobile customer in the past. Our phones are through ***** but we felt Virgin would be an easy plan for the kids at 15$ a month. They are not able to cancel our plan because there is a charge associated to our account. The clerk confirmed it was based only on another customers last name which is the same as my husband, and our shared postal code. We do not know this person, we simply share a last name and postal code with them. There is now a 300 charge on our account and we do not have anything sent to us, no sim card, no plan, nothing. Immediately just a 300 charge based on no confirmation from Virgin. They do not understand how to rectify this problem which is completely unwarranted.

  Business Response

  Date: 17/10/2023

  Hi *****,
  
  We are sorry to hear about the troubles you and
  your husband are having with your Virgin Plus services.
  
  We were able to locate your tentative account
  with the information you provided to the Better Business Bureau.
  
  Please contact our Fraud and
  Preventions team directly regarding any concerns you may have with potentially
  opening service with Virgin Plus.
  
  Our team can be reached directly
  at **************.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just signed up to virgin a couple of months ago. Never been late on my bill and now it is showing 2 late payments on my credit report. I am absolutley horrified they have done this to me and want this corrected asap. I just switched over from ***** after being with them for almost 20 years. **** * ******** ******* * **** **** ***** **** **** **** company. I really need the better business bureau to help me with this please. I have ss of my payments since August which shows always on time. *** ***** **** ** *****

  Business Response

  Date: 12/10/2023

  Hey there ****
  
  We are sorry to hear about your negative experience with credit
  reporting.
  
  Checking the Virgin account shown in the screenshot you shared, we do
  not see that you’d contacted, nor given Virgin an opportunity to handle your
  dispute before presenting it to BBB directly.
  
  Please use the contact information shown at ******************contact to reach Virgin
  directly for help to address your dispute.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:22/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of this year, I upgraded my internet service to Virgin internet 100 unlimited. A service technician dropped by my house but after a few hours informed me that he would not be able to install the service as the phone line to my house would have to be upgraded first.
  As of today, the phone line has not been upgraded yet for the last 3 billing periods I have been billed the new rate of $90 a month.
  I spoke with 2 people about a month ago who told me that they would make the adjustment yet September's bill is again $90 for the upgraded service plan.
  My impression after speaking with their billing dept. is that they have no idea what the service dept does. They did not seem to know that I had not received the upgraded service. After speaking with the supervisor I was advised that they would adjust my bill.
  
  It is very frustrating speaking with them because they do not seem to communicate with their other departments.
  
  It seems like their practice is to bill their customers first with out ascertaining whether or not the service has been completed.
  I have continued to pay only the $60 for the service I am currently receiving and am $90 in arrears for the upgraded service they have charged me this month.
  
  I will try to resolve this again but fear I may have to change internet providers.
  
  Thanks, *** ******

  Business Response

  Date: 22/09/2023

  Hi ***,

  Were sorry to hear about
  your negative experience regarding the billing of your Home Internet account.
  

  After reviewing your
  account, we confirm that your home internet service, *** ******** has been on
  the Internet 25 - 200 GB for $50/month, plus tax plan since January 4, 2018.
  

  We can also confirm that
  your account currently has a $0 balance and is not in arrears.
  

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

  Kind regards,
  

  Virgin Plus

• Initial Complaint

  Date:20/09/2023

  Type:Billing Issues
  Status:

  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.

  In May of 2023 I switched my home internet plan from $45 for 100gbps to $35 for 300gbps. Every month since I have been over billed. I have called over half a dozen times to get it fixed but the CSRs keeps reassuring me that next month it will be fixed but it still has not been fixed. They do apply a credit after each of my calls to set me back to square. I have been told several times that I would get a goodwill gesture for all the inconveniences but also never transpires either. However, I am getting very fed up with have to waste hours each month calling to get them to fix the issue.
  
  I contacted them today to fix my August and September bill which they charged me $40 for. The CSR did not believe me that my plan was for $35/mth and actually asked me to show him the contract for that, which doesn't exist because it was a verbal contract. I had to tell him to look at all the corrections on my previous bills before he would issue me credits to set me back to square. Afterwards, he "assured" me that it will be fixed by my next bill. My next bill for October indicates that I will be charged $40 for my plan. I have no faith that they will get it fixed.

  Business Response

  Date: 22/09/2023

  Hi ******,

  Were sorry to hear about
  your negative experience regarding the billing of your Home Internet account.
  

  After review, we confirm
  that the $5/month Refer a Friend has been successfully applied to your account.
  

  This is confirmed on Page
  2/2 of your September 2023 invoice, ***** ** ******** *** *** *********.
  

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

  Kind regards,
  

  Virgin Plus

  Customer Answer

  Date: 22/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  This response is exactly the issue I have with this company.  They do not listen and they do not learn.  My complaint had nothing to do with the referral credit and everything to do with the fact that they have overcharged me every month since I signed up for the new plan.  My bill should be $30+tax ($35 - $5 referral bonus). Yet I have been overcharged by varying amounts every month.  The next bill is set to be $35+tax ($40 - $5 referral bonus), which is still wrong.

  
  
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:12/09/2023

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Virgin 2 yr contract with cell service. Virgin is not keeping their part of the contract agreement. The voicemail does not work. The press #1 to speak to an agent never works either. According to V. agents the reason is there is no Cell Tower in our area. If they cannot provide the agreed upon service then they should not expect customers to purchase this 2 year contract.

  Business Response

  Date: 13/09/2023

  Hi ****
  
  We are sorry to hear about the negative experience with your Virgin Plus
  services. 
  
  When checking your account we can see that you’ve been in touch with
  Virgin by phone today, September 13 to address the concerns you’ve mentioned.
  
  Should you have any other outstanding concerns about your services,
  please get in touch with us directly by calling 1-888-999-2321 or by using any
  of the contact methods shown at www.**********************
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 13/09/2023

  
  
  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:16/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - There was an existing internet service under my father name
  - A new line was started under my name due to new customer promo for the same house address with ****** - as part of starting the new line, the old line was to be cancelled. however Virgin continue to DOUBLE charge, both myself for the active internet line, and my father for the inactive line
  - the new line was started January 10th 2022
  - the ongoing unauthorized charges were discovered August 10th 2023.
  - virgin has been charging for internet ( Account number: ***********) that was suppose to be cancelled
  - Virgin mobile has been charging for 19 month
  
  2022:
  11 months:
  Total $776.93
  
  2023:
  8 months
  Total $587.60
  
  Grand Total: $1364.63
  
  requesting they refund the grand total plus 5% interest for the payment collection

  Business Response

  Date: 17/08/2023

  Hi *********,
  
  We are sorry to hear about
  your negative experience with Virgin Plus regarding your fathers account.
  
  When reviewing your fathers
  account, we can see that it was cancelled at your request on August 10, 2023. Unfortunately,
  there is no indication that a cancellation was requested at an earlier date.
  
  We can see that you have been
  in contact with our Executive Office team who has offered to credit 90 days or
  3 months of charges as goodwill, should you wish to have this applied, please
  contact them directly at *********.******@virginplus.ca.
  
  Should you have any questions
  or concerns regarding your account, please do not hesitate to contact us *****************/contactus  – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 17/08/2023

  
  
  Complaint: ********
  
  
  hello, you are correct that I did send an email to the executive office. However there was no acknowledgement of my email . As for 3 months of refund does not make sense since I was not using the service. It's on your part to prove that it was not cancelled. Indeed a call was made to cancel, please check your records between both accounts, *********** and *********.

  Why have you been charging for a service that was never used? ****** *** *** ***** * **** ** **** ********* ******. I would like the full refund for the amount. 

  Sincerely,
  
  
  
  ********* **************

  Business Response

  Date: 11/09/2023

  Hi *********,
  
  As previously mentioned, our Executive Office team
  has offered to credit 90 days or 3 months of charges as goodwill, should you
  wish to have this applied, please contact them directly at
  ****************@virginplus.ca.
  
  Should you have any questions or concerns
  regarding your account, please do not hesitate to contact us
  *****************/contactus  – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 15/09/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  I dont want you good will gesture, i want the full money we overpaid. You are already getting payment each month. Take responsibility for your mistake and refund us the money owed.
  
  
  
  Sincerely,
  
  
  
  ********* **************

  Business Response

  Date: 19/09/2023

  Hi *********,
  
  Thank you for the reply. Unfortunately,
  our position remains unchanged.
  
  There is no indication or evidence to suggest
  that cancellation of your fathers account was requested prior to August 10,
  2023.
  
  As a gesture of goodwill for your negative experience,
  our Executive Office team has offered to credit 90 days or 3 months of charges,
  to have this applied please contact them directly at *********.******@virginplus.ca.
  
  When reviewing your account,
  ** ******* **** *** **** **** ***** * ********* **** *** **** * ************** ***** ******** ** **** **** ***** ******* **** ******** ****** *** ******** ********* ** ***** *** ******* ******
  
  Should you have any questions or concerns
  regarding your account, please do not hesitate to contact us
  *****************/contactus  – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 21/09/2023

  
  
  Complaint: ********
  
  
  
  Well  escalate this and stop sending me the same message without actually doing any work. Take some responsibility. I am already paying you with three other services, I will be cancelling all my services.  Not to mention we are already paying you through the secondary internet account that was activated for the same address. Why are you charging me for a service not render? if you look into your system you will see that original internet service for account  (***********) was not active once the switch was made to the new service line ********* . Why are you charging for a service that was not rendered? you have been ********* charging  for a service that was requested to be cancelled  for  ************** ************  ****** *** ******* ******** ** ********* ************** ********** *
  
  I am already paying you full price on another line for the same address ********* . take some responsibility and refund me the amount we are owed.  *** *********** *** ********* ** *********** *** **** ***** ** * **** **** **** ** ***** *** ****** ******** ** ******** ******
  
  Sincerely,
  
  
  
  ********* **************

  Business Response

  Date: 22/09/2023

  Hello *********
  
  Our position remains unchanged from that which
  was previously expressed.  **** ********* **** **** *** ********* ** **** ** ** **** ******* *** *********** ** ***** ********** *****
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:16/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 27th this year I completed a hardware upgrade at **** *** in Kingsway.
  I was offered a promotion that included a $200 bill credit that would be applied to my account after 2 billing cycles once I've complete the upgrade.
  I called into Virgin where this has been confirmed multiple times over the past few months.
  Recently I was asked to go to the **** *** store to have them call in on my behalf.
  While at the **** *** store the Virgin agent is now telling me that there will not be a bill credit even though.
  My account number: *********
  Phone number: ************

  Business Response

  Date: 16/08/2023

  Hi *****
  
  We are sorry to hear about your negative experience with your Virgin
  Plus service.
  
  Checking the account number you mentioned, we can see that your disputed
  credit was settled on August 14.
  
  Should you have any other questions about your Virgin Plus service, please
  get in touch using the contact info shown at www.**********************
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:28/07/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up for Virgin Plus with my friend's referral in May. I followed all of the steps to make sure the referral went through. However, I haven't received the credit even after three bills. I contacted Virgin Plus but they kept saying I am ineligible for the referral. I am a new customer and both my friend and my Virgin Plus accounts are in good standing. I want to get the referral bonus back.

  Business Response

  Date: 28/07/2023

  Hello ***
  
  We
  are sorry to hear you had not been eligible to receive a referral discount for
  your Virgin Plus service.
  
  To redeem a referral use the
  unique link shared by your friend, redeem the offer (by entering your name and
  email address into the referral system) before you activate
  your service with Virgin Plus.
  
  Then, within 45 days of unlocking your offer,
  buy a phone or SIM card and activate on an in-market Value 2-year or BYOP
  mobile phone plan, Or activate an in-market Virgin Plus internet plan (internet
  referrals available in Ontario and Quebec only).
  
  After activation, you need to come back to the
  referral system and provide your new and active Virgin Plus phone number within
  7 days.
  
  Heads up! If you are transferring an existing phone
  number from your previous provider, you cannot submit the temporary Virgin Plus
  phone number you may be given during the transfer process. If you submit the
  temporary Virgin Plus phone number, or submit your existing phone number before
  completing the transfer, the referral credits will not be authorized.
  
  Before submitting your phone number, ensure you complete your phone number
  transfer, and submit your new (permanent) phone number into the referral
  system.
  
  In 1-2 billing cycles, if all eligibility
  conditions are met, Virgin Plus will apply the first $5 bill credit to your
  account and to the account of the person who referred you. The subsequent $5
  installments will be applied for the next 9 months, as long as the accounts
  remain open, active and eligible during that time.
  
  To
  check the status of your referral once a referral has been redeemed, you can
  track it in your dashboard by re-visiting virginplus.ca/refer on
  the same device and browser you registered with, or by clicking the dashboard
  link in your referral registration confirmation email.
  
  Once
  your eligibility is confirmed, we’ll send you an email to let you know and you
  will receive the first installment of your credit on your bill within 2-3
  billing cycles. 
  
  If
  your referral did not meet eligibility requirements, it will be noted as
  “unsuccessful” in your dashboard.
  
  If you have any other questions about your Virgin Plus services or its
  billing, please reach us using any of the options shown at www.virginplus.ca/contact.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 28/07/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I followed all of the steps but Virgin Plus is still not honoring the referral.  I would like my credit back.
  
  
  
  Sincerely,
  
  
  
  *** ****

  Business Response

  Date: 03/08/2023

  Hello ***,
  
  Thank you for providing the additional feedback.
  
  If your referral did not meet eligibility
  requirements, it will be noted as “unsuccessful” in your dashboard.
  
  If you have any other questions about your Virgin
  Plus services or its billing, please reach us using any of the options shown at
  www.virginplus.ca/contact.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:26/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ***** ** on May 14, 2023 from Virgin Plus online acct # *********. I decided I didn't want a two year contract and On May 15 I contacted them and cancelled the order and made sure the phone wouldn't be shipped. I received two monthly invoices Jun22, Jul21 and called customer service to have them corrected.
  
  Spent 90 minutes to have these invoices reversed....to no avail.
  
  I finally spoke to a ********* in accounts today July 22 who said she'd add the comment to my account to have it cancelled. She was going to put me back into Virgin Plus cancellation department and routed the call to ****.
  
  I'm not a customer of Virgin Plus
  I cancelled the phone order on May 15...and assumed that they would cancel the monthly billing.
  
  My concern now is the affect this will have on my my credit rating.
  
  I think I've communicated my wishes however I'm afraid nobody at Virgin Plus can cancel these invoices for good.

  Business Response

  Date: 28/07/2023

  Hi ****
  
  Thanks for
  bringing this concern to our attention. 
  We are sorry to hear that your service was activated despite your request
  to have its order cancelled.
  
  We were able
  to confirm your request to have your order cancelled and that despite this, your
  service had still activated.  To remedy
  this, we have cancelled your service immediately and credited all charges it
  had incurred during the time it was active.
  
  With these
  steps taken, there is no longer any balance owed on your cancelled account.
  
  Should you
  have any other questions about your cancelled Virgin Plus service, please reach
  out to us directly using any of the options at www.virginplus.ca/contact.  We’ll be here to help!
  
  Best regards,
  Virgin Plus