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:20/07/2023

  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.

  Date is June 18 virgin plus send a text about a payment plan that I didn't agree to and also.send my account number to a phone number that's not on my account.

  Business Response

  Date: 21/07/2023

  Hello ****
  
  We are sorry to hear about your negative experience with the payment
  alert you received from Virgin.
  
  To help us better understand the scenario you’ve explained, can you
  please provide us with a copy of the exact message you received and where you received
  it (ie, to which email or phone number).
  
  Awaiting your reply,
  Virgin Plus

• Initial Complaint

  Date:06/07/2023

  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.

  On June 30th, 2023, I attempted to use the Virgin Plus app to pay my phone bill. My balance was $186 and change, and I attempted to pay $100 towards my bill. My first attempt to pay failed, with the app displaying an “Internal error” and prompting me to submit payment again. I did so, and was met once again with the same error. It turns out there was not, in fact, an error, and I was charged $100 twice. When I noticed I had a credit of $12 on my account, I checked my bank statement and confirmed the double charge.
  
  I contacted Virgin Plus support immediately, as I had only intended to pay $100 and due to an error on their end, I was out $200. The support agent understood my concern, and told me that she had went ahead and processed my refund. The previous credit on my account was removed and all seemed to be well.
  
  On July 4th I had not yet received my refund and contacted support once again to see how long it may take, as this error had left me with $0.13 in my account since June 30th and I was beginning to desperately need the money back. Upon looking into it further, the agent had lied to me on June 30th and a refund was never processed. Because it was July 4th, I had received my bill for June on July 1st. I was told by this agent that nothing could be done because I had an outstanding balance, and the $100 I was told would be refunded to me was put towards my July bill, despite the credit being removed from my account on June 30th.
  
  I escalated the situation to management where they repeated what I had already been told. It is not like I intended to pay $200 and just wanted my money back- this was a series of “errors” on the company’s end that ENCOURAGED customers to retry the payment. This is solely the fault of Virgin Plus.
  
  I then had to escalate my issue to my bank and dispute the charge, which will take 3-4 weeks to clear, so regardless I still have to figure out how to survive on $0.13.

  Business Response

  Date: 13/07/2023

  Hi ******,
  
  We are sorry to hear about your negative experience
  while making a payment to your Virgin Plus account.
  
  Reviewing your account, we can see that two separate
  payments of $100.00 were processed on June 30, 2023.
  
  These payments applied to your outstanding account
  balance of $333.35, leaving you with a balance owing of $133.35.
  
  Don’t forget, you can review your account,
  payments, balance, usage, update information, view and change your plan details
  through your self-serve profile at www.***********************.
  
  Should you have any questions or concerns,
  please do not hesitate to contact us www.*********************** –
  we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 14/07/2023

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

  REGARDLESS of my account balance, the second payment was NOT authorized by myself. I was charged twice due to an error on the Virgin Mobile App. I was also **** to by the customer service representative, stating she had issued a refund. 

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

  Business Response

  Date: 17/07/2023

  Hi ******,
  
  Thanks for providing this
  additional feedback. Unfortunately, our position has not changed.
  
  While two separate payments of $100.00 were processed on June 30,
  2023, they applied to your outstanding account balance of $333.35, leaving you
  with a balance owing of $133.35.
  
  Refunds can only be issued on credit balances. To
  make payment for your remaining balance on the acocunt please contact us www.*********************** or visit your self-serve profile at www.************************
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:12/06/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On March 28th, I ordered a hardware upgrade online (two ****** ** ****, one for each of my lines). The order was incorrectly marked as fraud and was intercepted in shipping, then sent back to the warehouse. I spent dozens of hours over 2 weeks trying to correct this without success; multiple customer service agents gave conflicting information about the phones, the process, and what would happen next. Despite the phones having arrived at the warehouse (per *****), nobody at Virgin could find the phones. It became clear that this issue could not be resolved quickly, so I switched providers. I cancelled my service with Virgin and was assured I'd get a refund when the phones were processed.
  
  I received an email to confirm that the phones had been received by Virgin and that I would receive a refund shortly. Having not received the refund, I called customer service on May 15th. The customer service representative looked into the matter and informed me that the refund had been accidentally sent to another Virgin member. The representative said that the error would be corrected and that my refund (of more than $600) will be returned within 20 days. The representative refused to send any confirmation of that or any record of the conversation. On May 23rd I received an email from the Executive Office who said that the specialist team was in the process of refunding the two payments of $311.36 back to my credit card.
  
  It's now June 8th, and I still haven't received a refund. I followed up again but haven't heard back, so here we are. I'm so tired of dealing with customer service, who don't ever have records of my previous called and who give conflicting information every time I call; this must be either due to a lack of training or is done purposefully. I submitted multiple escalation requests that went unanswered. I would like to see the refund addressed IMMEDIATELY, not in another 20 days, or on the next billing cycle, or whatever response you might come up with next.

  Business Response

  Date: 12/06/2023

  Hi *******,
  
  We are sorry to hear about
  your negative experience with Virgin Plus.

  We ask that you contact our Fraud and
  Preventions team directly at 1 800 509-9904 regarding your payments and account. Our team is available 7 days a week, 24/7 to
  take your call.

  Once again, we are truly
  sorry if this has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:26/05/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date: April 13, 2023. Amount $1,028.30 they committed to provide me service and privacy of my information. My virgin number for my account is ********** and my account number is *********. Virgin didn't install our internet properly on their back end they gave us a dry loop number that was linked to someone else. Because of this when neighbours in a different unit of our building moved in **** didn't see us on file so they cut our internet connection which was out for a month. **** still charged us for that month & we want a refund, they charged us for some of the other month when we were still out for part of that as well. The dry loop number was ******** **** that was linked to someone else's account - they gave me her full name and address. They gave us all of that information of her and they put our phone number on there as well so both her and our information was compromised and our privacy was violated. The first technician who came to my home told us there was nothing he could do because loop # had to be fixed & I should be able to get a lot of compensation for it even a year of free internet. We called them over the course of more than 3 days talking to over 13 agents who kept giving us wrong information & not recording our talks. We were told by another install technician that they are having many backend issues because of the wrong information Virgin is giving them as well as **** because they are both on one system and it messes things up. I just spoke to a supervisor last week who said he would talk to me & I won't need to talk with anyone else and he would call me back on Monday at 5 pm, he didn't call me back his name is Birgilio and his employee number is *******. Because of violation of privacy, turmoil & work we had to do over days and the cost to someone who work from home with no internet, we want a full refund for the past 2 months & 1 year free internet as mentioned by their technician. Thank you.

  Business Response

  Date: 26/05/2023

  Hello ****
  
  We are sorry to hear about your negative experience with your Virgin
  internet service and that you have unresolved concerns about the management of
  your personal information.
  
  We ask that you bring your concerns to Virgin Plus directly, more
  specifically to its Privacy Ombudsman.  To
  do this, you can write to:
  
  The Office of the Virgin Plus Privacy
  Ombudsman
  *** ***** ******
  Ottawa, Ontario K2P 2C4
  Or, email at *******@**********.ca.
  
  For any other questions about your Virgin Plus service, please contact
  Virgin Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 26/05/2023

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

  We are owed the funds for our lost internet and for the turmoil and privacy violation we experienced. We are asking once again for the compensation stated in what we requested in our initial complaint and not going through more hoops when no one would help us on virgin’s side throughout the process as stated previously.

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

  Business Response

  Date: 29/05/2023

  Hello
  ****
  
  When
  you submit a complaint on BBB, it is given to Virgin to handle, not BBB. 
  *** ** *** * ******** ****** ** **** *******  Instead, they are a
  messenger providing you a platform to enter a message that’s forwarded to
  Virgin.
  
  Our
  position remains unchanged from what was expressed previously. 
  Specifically that you bring your concerns to Virgin Plus directly, more
  specifically to its Privacy Ombudsman.  To do this, you can write to:
  
  The Office of the Virgin Plus Privacy
  Ombudsman
  *** ***** ******
  Ottawa, Ontario K2P 2C4
  Or, email at *******@**********.ca.
  
  For
  any other questions about your Virgin Plus service, please contact Virgin
  Member Care directly at 1-888-999-2321.
  
  Best
  regards,
  Virgin Plus

  Customer Answer

  Date: 30/05/2023

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

  This is Virgin that I am contacting here right now is it not? If so, why do you say reach out to virgin directly? I’ve done so over 13 times over multiple days and was not helped to resolve the things mentioned. As explained previously this is not only a privacy concern it was also being without service and being directed to wrong instructions for days and a lot of work put into trying to fix this, while I work from home - which caused turmoil as well. Why are you not responding to this part of the complaint also? I am asking for a response to this. And we are asking for the compensation. Can you explain to us how the privacy department can financially reimburse us? We would like clarification on these things as well as reimbursement. There’s also no need to tell us what BBB does as we know. We await your response.

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

  Business Response

  Date: 01/06/2023

  Hi ****
  
  Our position remains unchanged from that which was previously expressed.  Please use the instructions provided.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 03/06/2023

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

  We must know about what is the answer of our compensation for lost internet, as well as the turmoil and days it took for us to call many times to get it back. Please give us a clear response. Thank you 

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

  Business Response

  Date: 15/06/2023

  Hello ****,
  
  We ask that you bring your concerns to Virgin Plus directly, more specifically to its Privacy Ombudsman.  To do this, you can write to:
  
  The Office of the Virgin Plus Privacy Ombudsman
  *** ***** ******
  Ottawa, Ontario K2P 2C4
  Or, email at *******@**********.ca.
  
  For any other questions about your Virgin Plus service, please contact Virgin Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:18/05/2023

  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.

  My phone number is **********. In the morning of August 25, 2022, at around 7:40a.m. Vancouver time, I called the Virgin Plus customer service. I told them that I was leaving Canada forever and would like to keep my account until the end of September billing cycle. They promised they would. However, in October 2022, I still received a bill for October cycle. I thought they might misunderstand my requirement and would closed my account in October instead of September. I still paid for the October bill with 39 CAD. But, in November I still recieved another bill. As I was not in Canada, I tried to find their email to explain the situation but couldnn't. I could only reach the online customer service chat and explained my situation. They said as it was online environment, they couldn't check the call record and they gave me a ***** number for free dialing the customer service personnel. However, even the ***** number, it seemed I still need to pay for some euro. So I couldn't make the call. And Virgin Plus kept sending me new bill. They closed my account as I did not top up the account for three months. The accumulated ammount debt was about 106 CAD. Today I received a notice from *** asking me to pay this amount. It was annoying. I have no idea to solve my case. I informed in advance about closing my account as I knew it would be expensive contacting them from oversea. Why I still spent another 39CAD and owe 106CAD and have free way to solve this issue?

  Business Response

  Date: 30/05/2023

  Hey *******,
  
  Thanks for
  reaching out to us with your concern. After reviewing the account you have
  mentioned, we can see that it is registered exclusively to a name other than
  your own.
  
  In an effort to
  protect the privacy of this accounts owner, we will require their authorization
  before we can proceed to address any matters with this account.
  
  Since you have stated you are the account
  holder and overseas, making it difficult for you to reach us by telephone,
  please contact us through an alternative method found at ***************ca/contactus.
  
  Once the account is validated, our team will be able to
  discuss any concerns you may have with your cancelled service.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:12/05/2023

  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 bought a Virgin Plus mobile plan (the mobile number is ************) with a new ****** ** at a real store named the ****** **** on Nov 26, 2022, I was required to pay a security deposit $600 by Virgin Plus. The store service told me the reason is I am not a PR, the deposit would return to me after 6 months.
  
  I got my PR on Dec 6, 2022 after 2 weeks, I went to the store to apply for the deposit return. They refused to refund the money.
  
  I contacted Virgin online customer service in about January 2023, they told me the deposit had to refund
  after 6 months since Nov 26,2022, the date I paid the money.
  
  It is close to 6 months, yesterday, May 10, 2023, I tried to contact their online customer service. they told me the deposit refund would extend to this September because I had some statements paid lately.
  
  I called their customer service hotline, a lady gave me another refund time - I had to wait for another 6 months according to the agreement because I had some bills paid late, which means I have to wait for a year for the deposit.
  
  I have paid all the bills and all fines. No customer service told me I had to pay on time for the deposit. I didn't receive any bill payment alert by email or by message.
  
  what I concern is to refund my deposit which is a lot for me on time (6 months). I am a new immigrant, every thing is expensive due to the inflation in Canada, I need to survive here.

  Business Response

  Date: 12/05/2023

  Hey *******,
  
  We are sorry to hear about your negative experience with
  Virgin Plus regarding the security deposit on your account.
  
  If we are providing you with Postpaid Services, you will
  be billed monthly in advance for monthly recurring Charges and in arrears for
  monthly Additional Usage Charges. Your account will be assigned a billing date.
  Your bill will include Charges for your Plan, your Add-ons, your Pay-Per-Use
  Services, Additional Usage Charges and any additional Fees, plus applicable
  taxes. Your bill is payable on receipt.
  
  Virgin Plus may require a security deposit and will
  provide you with the reason for requiring a deposit. Deposits will earn simple
  interest based on a rate of 1% above
  the Bank of Canada's Target for the Overnight Rate in effect, calculated
  monthly on the last day of your monthly billing cycle, prorated for any partial
  month Virgin Plus holds the security deposit. When the Virgin Plus Services are
  cancelled or the conditions justifying the security deposit no longer apply
  (typically when you make 6 consecutive
  monthly bill payments in full and on time), Virgin Plus will apply the security
  deposit and any earned interest against any outstanding amount owing to Bell
  Mobility, then refund you the balance of the deposit, if any, within 30 calendar days.
  
  After reviewing your account, we can see that two of six
  invoices have been paid in full and on time, to have the deposit released, 6 consecutive monthly bill
  payments must be made in full and on time.
  
  Should you have any questions or concerns, please do not
  hesitate to contact us at 1-************ – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:10/05/2023

  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.

  Hi, In February I was charged for overuse data and call to Huston, Virging says I did those calls and used the data. Please investigate. I have no-one in US to call and I never overused data. I work from home and barely use my data, so this is impossible to overuse data, please check the history of my data usage and investigate and adjust the account accordingly.
  
  Thank you,

  Business Response

  Date: 10/05/2023

  Hi *****
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin Plus services.
  
  Virgin Plus provides you with a variety of subscription
  options when ordering Virgin Plus Services. You can subscribe to pre-defined
  Services (your "Plan"), add features (not within the Plan) that interest you
  (an "Add-on"), and have the additional option of using and paying
  for certain Services as-needed ("Pay-Per-Use"). The amount you must pay for any use of the Services
  (your "Charges") will vary depending on the combination of Services
  you select.
  
  Any usage over and above that which is included in your Plan
  or Add-on is additional usage ("Additional Usage") and will be charged in accordance with Section 15. Remember that you are responsible for choosing the
  combination of Services that is most appropriate to your needs.  If
  you exceed the usage limits of my Plan or Add-on you will
  pay extra for that. Additional Usage will be charged to you at the Pay-Per-Use
  rate (visit virginplus.ca/rates).
  
  About your long distance and the use of it that you’ve
  disputed - Both local and long distance calls are rounded up to the nearest
  minute. Time begins when you initiate a call (for example, by pressing
  "Send") or, for calls you receive, from the moment the call request
  connects to the Network (which may be before the Device rings) until the time
  the activity is disconnected (for example, by pressing "End"). If you
  call a phone number outside of your local coverage area or if you receive a
  phone call when outside your local coverage area you will be charged for long
  distance Services. Airtime and long-distance Charges also apply to
  call-forwarding. For an explanation of local and long distance coverage areas,
  visit virginplus.ca/coverage.  All calls shown on
  the bill for your service reflect those made from or received by your device
  which you’ve inserted your Virgin Plus SIM into.    
  
  About your data and the use of it that you’ve disputed - Data
  usage is rounded up to the nearest kilobyte. Applicable data Charges apply from
  the moment a data transmission starts and are measured by the data sent and
  received by the Networks in connection with such transmission, whether or not
  the data request is successfully completed. This means that any of your account
  usage details may be greater than the data actually received by your Device in
  connection with the Services. Note as well that certain third party apps may
  generate data usage even when you are not actively engaged in using them – it
  is your responsibility to understand how much data is used by your selected
  app(s). Virgin Plus will temporarily block data usage on your account once it
  reaches $50 in Additional Usage Charges for domestic
  data per billing cycle. At such time, your data feature will be blocked. If you
  or any authorized user(s) on your account wish to unblock data on your account,
  then you (or they) may expressly consent to continued Additional Usage Charges.
  If you (or they) do not consent, then data Services will be blocked on the
  account until the start of the next billing cycle. 
  
  A review of the usage charges you’ve referenced has not
  revealed any errors in your billing.  All
  usage and charges reflect the services used with your Virgin service, the SIM
  that had been active at the time it occurred and the limitations of the plan
  you’d selected for the use of your service. 
  It was also confirmed that where appropriate (per the descriptions above),
  usage alerts and blocks were applied to keep you aware of your increasing usage
  costs.  Where a block had occurred, it
  was confirmed that you’d used your online account to consent to unblocking and
  proceeding with additional usage costs. With no errors found in the management
  of your account by Virgin, no adjustments will be made to the amount billed for
  your use of the service.
  
  Remember - You can review your account and your voice, text
  and data usage online through virginplus.ca/myusage, or by downloading the Virgin Plus MyAccount App to your
  Device at virginplus.ca/app. You can update account information, add Add-ons to your
  account, view and change your Plan details, manage which subscriber(s) on your
  account is authorized to unblock data and accept additional data charges for
  your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks,
  and monitor and manage your monthly activity to ensure your usage remains
  within your Plan or Add-on limits through your self-serve profile.
  
  If you have any other questions about the billing of your
  Virgin Plus services, please get in touch with us directly.  Our number is 1-888-999-2321.   We’ll be here to help!
  
  Kind regards,
  Virgin Plus

• Initial Complaint

  Date:08/05/2023

  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 had a text message come in stating that if payment of $213.99 wasn’t made by the 9th of May that my phone would be suspended. I called today to let them know I would be making a payment of $215.00 on the 9th for the worker to tell me that it’s suppose to be $440.00 due by the 9th when it isn’t want the text message says.

  Business Response

  Date: 08/05/2023

  Hi ******
  
  We are sorry if there had been any confusion about the balance owed for
  your Virgin Plus service.
  
  The screenshot you’ve shared shows your PAST DUE balance owed.  It does not show your TOTAL balance
  owed.  The dollar value relayed to you
  when you called Virgin was your TOTAL balance owed. 
  
  For clarity about your balance due, or instructions to make payments,
  please reach us directly at 1-************.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 08/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: the customer service representative said it was all past due when I called to set up payment arrangements for the full amount.  
  
  
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 10/05/2023

  Hi ******
  
  We are sorry to hear your dissatisfaction with the response provided to
  your complaint.  Our position remains
  unchanged from that which was relayed in our prior message.
  
  Remember – You can review and manage your account, services,
  usage, billing and payments online 24/7 all thru My Account at www.**********.ca/myaccount or by
  downloading the My Account app at www.**********.ca/app. 
  
  If you have any questions about your cancelled Virgin
  services or need any other clarifications about its billing, please contact us
  directly at 1-888-999-2321.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 18/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: when I tried to set up a payment arrangement for the full $445 I was told it couldn’t be done and that I shouldn’t have got the text message.  Even when I asked to speak to a supervisor I was hung up on.
  
  Sincerely,
  
  
  
  ****** ****

  Business Response

  Date: 18/05/2023

  Hi ******,
  
  We are sorry to hear your dissatisfaction with
  the response provided to your complaint.  Our position remains unchanged
  from that which was relayed in our prior message.
  
  Our records indicate you were relayed the total
  balance owed and made a payment arrangement for $215.00, on your call with
  Virgin on May 6, 2023
  
  For clarity about your balance due, or
  instructions to make payments, please reach us directly at 1-888-999-2321.
   We’ll be here to help!
  
  Best regards,

  Virgin Plus

• Initial Complaint

  Date:02/05/2023

  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 used to be a Virgin customer. The entire time I was a customer I was being automatically overcharged and had to have charges reversed several times. The customer service reps were very helpful and apologetic but the issue kept recurring. They now say I owe them money. On my credit report is a note as though I never paid my bill on time for years. This whole time they owed me. I asked them today for the last several statements to check and make sure there are no charges for things that were included in my monthly plan in the contract I signed. The first three Virgin employees I spoke to told me it was impossible and that no such records exist. I was insistent and the fourth person I spoke to at their call centre has told me it's just $20 per statement to have paper copies issued. I asked for digital copies and was informed that they don't exist.
  As far as I am aware I didn't owe this company a dime. I would like to look over my own statements for these errors which were a very regular occurrence. They have on my credit report I owe them money. I'd just like to see for myself.
  They automatically reported late payments for years meanwhile, they were automatically charging me for something included in my monthly plan.
  Now they're giving me the run around.

  Business Response

  Date: 02/05/2023

  Hi ********
  
  We are sorry to hear about your negative experience with the billing and
  credit reporting of your cancelled Virgin Plus services.
  
  If subscribed to E-Billing for your services, your E-Bills are available
  to download electronically within My Account at ******************myaccount.  Bill history in My Account is retained for a
  period of 18 months and can be accessed anytime while your service is active
  and for a period of 90 days following the cancellation of your services.
  
  If you require a copy of any past bills that cant be accessed thru My
  Account anylonger, the option we have available is to reprint a paper copy and
  send it by mail.  The reprint fee is
  indeed $20 plus tax per bill.  This fee and
  bill history limitations are shown on our website at *****************/onetimecharges.
  
  To request a paper copy of any bill be printed and mailed to you, please
  contact Member Care directly at 1-888-999-2321.
  
  To make or report payment for any overdue balance owed on your cancelled
  account, please contact Accounts Receivable directly at 1-800-448-0006.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:02/05/2023

  Type:Billing 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 Plus has been my cell phone provider for approximately 12 years until I decided to make the switch to ***** end of January. Unfortunately ***** ******* up every step of the way. We were not able to get through to tell us then our phone numbers were switched. Then finally on March 10th we were supposed to finally be switched to *****, but instead what happened was my boyfriend's phone number ************ switch to ***** successfully but mine ************ did not. I had a voicemail with Virgin but I had the ***** sim card. That was not fixed until April 4th. When I called Virgin to dispute my last bill of $80.46, the virgin representative told me the charge was for ************ and to dispute it with the billing department for virgin plus and gave me the phone number 1-************. When I called that phone number I was directed to an American seniors assisted or subsidized living organization. So I am here to make a complaint against the company. The reason I left them in the first place is because they never wanted to help me as a customer. The better business bureau help me settle things with ***** and now I'm hoping to be able to settle things with Virgin Plus. With the state of customer service the way it is these days there is a lot of wasted time and money on these problems.
  
  What I expect a Virgin Plus and why:
  
  -$80.46 bill dissolved
  (because there was no service with Virgin Plus after March 10th 2023. ************ was successfully with ***** at that time and ************ had no service with either company until April 4th because of a failed phone number transfer)
  
  I would like to be contacted by virgin plus to discuss this matter or even just to receive an email saying that that bill is no more. Either way. I am here to work with the company but I am not willing to pay for a service that did not happen. I look forward to hearing from Virgin and thank you better business bureau for helping through these uncommunicative times.

  Business Response

  Date: 02/05/2023

  Hey there ******* 
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin Plus services.
  
  When checking your account, we confirmed that billing for your two services
  ended on the same date each was cancelled by porting their numbers to a new service
  provider.  The billing of your services accurately
  represents the time it was active with Virgin. 
  To make or report payment for the balance due on your cancelled account,
  please contact Accounts Receivable at 1-************.
  
  If you have any questions about your cancelled Virgin services or need
  any other clarifications about its billing, please contact us directly at
  1-***********1.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 06/05/2023

  Complaint: ********

  I am rejecting this response because:I know I had no service that worked after March 3rd. It was *****'s job to switch us over successfully and they failed more then miserably. Starting on March 10th I had a voicemail from Virgin and I had to tell a SIM card. Not even tell us could get through to me until ******* from ***** fixed it April 4th. I had no phone service that entire time.

  I understand that to Virgin Plus I am not worth the time to call to discuss this matter as I am no longer a customer. However, I was a loyal customer for 14 years who left because the company or it's individuals stopped working with me. They were always so helpful. The last couple years that has changed. For the record, ***** is no better. Though, their representative ******* did help me after all the months of problems her company caused me. She did communicate with me to rectify the situation and that's all I ask is cooperation.

  I have tried calling Virgin already to discuss this matter. I wasn't helped, then I was given a phone number to a US senior living assistance service center.

  So Virgin, the ball is in your court. Please give me a call anytime during this week between 9 and noon (is best) as my mother suffered a stroke on Wednesday and I am at the hospital with her daily. Normally I would have more availability however life has thrown me a curve ball. If you do contact me outside of the 9-noon slot I may have time or I may be occupied but I will still answer for sure. I just have a lot going on.I look forward to hearing from you ??

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

  Business Response

  Date: 10/05/2023

  Hi ******* 
  
  We are sorry to hear your dissatisfaction with the response provided to
  your complaint.  Our position remains
  unchanged from that which was relayed in our prior response.
  
  If you have any questions about your cancelled Virgin
  services or need any other clarifications about its billing, please contact us
  directly at 1-***********1.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/05/2023

  
  
  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.
  
  

  I'm come to this point but I went through all of this with ***** and then simply too fed up to deal with virgin plus. It's really a shame they couldn't be bothered to contact me just to talk to me about this but I guess that's why I switched, isn't it? They weren't willing to help me after being such a loyal customer for so long and that's why I switched. I'll pay the $80 for services I did not get because ***** ******* up just so that my credit will be okay. Thank you to the better business bureau for being there to help me with this. If it weren't for the fact that my family life is falling apart at the seams and I have $80 more than I have patience and time, I would be here fighting with virgin plus.

  Fighting everything inside me telling me this is wrong. I reluctantly except.

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