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

  4800 Kingsway Burnaby, BC V5H 4J2

• 

  Virgin Plus

  526 W Broadway Vancouver, BC V5Z 1E9

• 

  Virgin Plus

  1555 Regant Avenue E Winnipeg, MB R2C 4J2

• 

  Virgin Mobile

  1225 St. Mary's Road St. Vital Shopping Centre Winnipeg, MB R2M 5E5

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:01/05/2023

  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.

  Virgin Plus has recently filed a derogatory debt for an account that was closed in 2021. Where they had previously credited me for any owing balance.
  
  I would like them to make an amendment to my credit report. As they had previously agreed that the debt was an error on their side and I did not owe any money. In addition I received written notice to that effect ********.

  Business Response

  Date: 02/05/2023

  Hello *******
  
  We are sorry to hear about your negative experience with your credit
  reporting.
  
  When reviewing the letter you’ve provided, it does not show that your
  account had been omitted from any credit reporting.  Rather, it confirmed it to have a $0 balance
  owing at that time.
  
  Checking the Virgin account mentioned in the letter you provided, we can
  confirm its balance to be $0.00 as of todays date aswell.
  
  We invite you to share proof of the credit reporting you’ve referenced
  in your complaint for us to further review.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 02/05/2023

  
  
  Complaint: ********
  
  
  ******** are the requested additional supporting documents from my Credit Report as of today (May 2, 2023). 

  This shows that the Account number ending in **** is the Virgin Plus account identified as Derogatory in the credit report. 

  This account was closed April 27, 2021 and should remain closed. There was outstanding balance incorrectly reflected in this account. Upon reaching out to Virgin Plus at the time, I was advised that any amount showing was an error on Virgin's part and was corrected to $0.00. The Discharge Letter from my initial message was requested for my records to clarify that the matter had been resolved and my account remained closed with a corrected balance of $0.00. 

  All amounts owing to Virgin Plus have been paid by me in 2021. There are no bad debts on this account. Any reflection of such is an error on Virgin's part.

  As such, I expect an amendment to my credit report to remove the Derogatory debt.

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

  Business Response

  Date: 09/05/2023

  Hello ******* 
  
  *** *********** you’ve shared **** that Virgin
  is reporting $0 balance owed on your account and that the account is closed.  There is no corrections to be made here.
  
  The late reporting that occurred on your
  account related to charges billed for the non return of a modem following
  cancellation of its service.  Despite
  that balance being owed, it was never paid. 
  Instead, Virgin provided a goodwill credit to reduce your account to $0
  when the charge was disputed and the account has remained with a $0 balance since that time.
  
  With the above confirming the accuracy of the credit
  reporting that had taken place on your cancelled account, no changes to its reporting will occur.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  In your previous response, you have indicated that your records show that there was a balance owing billed for the return of a modem, which was never paid and written off as goodwill. This is an error, no debt was ever written off, and any records to this effect are the result of an error on the part of Virgin Plus.

  In August 2021, I was told explicitly by Virgin Plus that this amount owing billed was an error on the part of Virgin Plus, and it should have been cleared as an error. There was no goodwill credit or write off which should have occurred, instead the debt should have been closed out as an error. This was communicated to me very clearly over the phone.

  Any record showing a goodwill write off is incorrect, and must be corrected. This does not reflect the resolution I received from Virgin Plus at the time.

  This is what I was told multiple times by your representatives over the phone. It is clear that there was an error made, and this fact was improperly recorded on your side.

  Further, I did not and will not accept any resolution which indicates any debt forgiveness on the part of Virgin Plus, and instead I had previously reached a clear resolution stating that no amount should ever have been billed, and no debt existed in the first place. Virgin Plus sent us no documentation at the time which indicated that your records showed such a write off. This provided us with no recourse to amend this error, and ensure our resolution was properly recorded.

  At the time of the initial dispute, I had asked your representatives repeatedly for a written statement which provided documentation of our favourable outcome, and I am extremely disappointed to be told in your last correspondence that the discharge letter your company has provided is not sufficient. While I understand this letter omits the nature of how the debt was brought to $0, at the time we were told it would be sufficient evidence of the favourable resolution that we had achieved. We are extremely disappointed to hear that your representatives misled us. 
  

  I was promised on the phone by your representatives that this matter was closed by indicating that any amount owing for the return of the modem was an error on the part of Virgin Plus.

  Please make this amendment to my credit report and to your records. In addition, I would like additional documentation to supplement the discharge letter which also includes the fact that there is no written off debt on my account.

  This is a case of Virgin Plus not honouring your verbal commitment to me that the amount billed to me for the return of the modem was an error on the part of Virgin Plus.

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

  Business Response

  Date: 15/05/2023

  Hello *******,
  
  Thanks for providing the additional feedback. Unfortunately,
  our position remains unchanged.
  
  As previously mentioned, despite a balance
  being owed, it was never paid.  Instead, Virgin provided a goodwill credit
  to reduce your account to $0 when the charge was disputed and the account has
  remained with a $0 balance since that time.
  
  With the above confirming the accuracy of the
  credit reporting that had taken place on your cancelled account, no changes to
  its reporting will occur.
  
  Best regards,
  
  Virgin Plus

  Customer Answer

  Date: 16/05/2023

  Hello,

  I am rejecting this response because it is incorrect. How do we move forward? Through what avenues are we able to speak.

  In your previous two replies, you have written "with the above confirming the accuracy".

  The statements of Virgin Plus are inaccurate. Listening to phone recordings at the time would confirm this inaccuracy.

  Any records you have, which you are citing, are incorrect. What would the next step be to amend them? Who can I speak to?

  To provide the full context of what had happened. A Virgin Plus representative told me directly "Do not return the modem". This was due to their attempt to transfer ownership of the account, which was done improperly.

  After this advice changed, I was told by your representatives, that since I had initially been given bad advice by your Virgin Plus representatives, I should not be responsible for making any payment that resulted from this bad advice.

  It is clear this was recorded incorrectly, at the time I was told that the phone representatives did not have the tools available to apply a credit to an account which had already been closed. It seems the amount was marked as forgiven as that was the only way they had understood to forgive a debt. This is not what they advised me at the time, and not what we had agreed to.

  Your representatives told me this debt was not owed by me due to error on the part of Virgin. What is the next step to amend your records of this?

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

  Business Response

  Date: 18/05/2023

  Hello *******,
  
  Thanks for providing the additional feedback.
  Unfortunately, our position remains unchanged.
  
  The credit reporting that has taken place on your cancelled
  account is accurate and no changes to reporting
  will occur.
  
  Best regards,
  
  Virgin Plus

• Initial Complaint

  Date:14/04/2023

  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.

  I bought a new ****** ** from Virgin Plus through their app for a Christmas (2022) present for my wife. From the start, the phone was defective having issues with the microphone so that the person on the other side of the line could not hear you.
  The phone had (still has) a 1 year warranty that covers defects.
  I called Virgin Plus to find out how to get it repaired. They said that I could take it to an ***** *****, however, there is no ***** ***** on ****** ****** ****** or anywhere close. In this case, they said that the phone would be replaced. I was told that a new phone would be sent and that there would be instructions included with that new, replacement phone to send the defective one back to Virgin Plus.
  The phone never arrived and I made a total of 11 calls to Virgin between January and March of 2023. After being told by multiple agents that a new phone was coming but was just delayed in the warehouse, I finally spoke to a supervisor after dealing with this issue for about 3 months. The supervisor told me that they do not replace defective phones. My complaint is that I spoke with any number of agents who all told me that I would get a new, replacement phone and I waited for months all the time dealing with a phone that didn't work. The supervisor admitted that the agents told me I would get a new, replacement phone. My complaint is that regardless of whether an employee of the business made a mistake (in this case multiple employees), Virgin Plus needs to honour what their employees say they are going to do. Had I been told from the beginning that there would be no replacement, I could have made other arrangements. I want to stop using Virgin Plus services, but they wouldn't let me cancel my service because I have a payment plan for the broken phone that they won't help me with. Even though the phone came with a warranty, they said they would not replace it unless I had bought the extra warranty from Virgin. That is a blatant money grab.

  Business Response

  Date: 14/04/2023

  Hello ******
  
  We are sorry to hear about your negative experience with the ****** that
  you use with your Virgin service.
  
  First, we must apologize if there was any confusion about repair vs
  replacement of your ******.  We can
  confirm that ***** provides replacement devices instead of repairing and
  returning the phone to you.  We can also
  confirm that a replacement request was opened for you on January 30th and a replacement was shipped to you at that time,
  
  The courier has confirmed that the replacement device was successfully delivered
  to you on February 10, 2023.  Checking
  your account and usage, we can see that you are actively using the replacement
  device that you received on February 10, 2023.
  
  With your replacement received, you must follow the instructions
  provided to return the device it was intended to replace.  If it is not returned, you’ll be billed a
  non-return fee consistent with what was described on the paperwork provided
  with your replacement phone.
  
  Should you have any other questions about returning the phone you’ve
  asked to replace, please contact Virgin directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 15/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Virgin Plus said that they sent a replacement, but that is not true. In fact they sent 2 loaner phones (which it says on the label of the box it came in). Part of the problem is that no one could explain why I was sent two loaner phones and not the new, replacement phone. I did not add this detail to my original explanation with BBB because they had a maximum character limit and I was going over it. Now, since from this most recent response from Virgin Plus, it shows that they agree that I should have received a new, replacement phone. I would like to know where to go from here. I am frustrated because Virgin Plus has simply been dealing with my issue in circles and nothing gets resolved.
  
  
  
  Sincerely,
  
  
  
  ****** * ****

  Business Response

  Date: 21/04/2023

  Hello ******,
  
  We again apologize if there was any confusion
  about repair vs replacement of your ******. 
  
  The ***** ****** ** 256GB with the IMEI: *************** is your replacement device.
  
  With your replacement received, you must follow
  the instructions provided to return the device it was intended to replace.
  
  If it is not returned, you’ll be billed a
  non-return fee consistent with what was described on the paperwork provided
  with your replacement phone.
  
  Should you have any other questions about
  returning the phone you’ve asked to replace, please contact Virgin directly at
  1-888-999-2321.
  
  Best regards,
  
  Virgin Plus

• Initial Complaint

  Date:13/04/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Approximatelyon early feb 2022 I contacted Virgin Plus in regards to a debt that was showing in the credit report, but it should not had been, since Ihad cancelled the service in early feb of 2020 prior to moving to my current address. they made me pay $247.30 which I did thru my online banking. the very next day I informed them that , this was a mistake and that Ishould be refunded since there was no service provided to me as Iwas not longer living at the previous address. after many calls and arguments, they finally agreed to refund me the amount. they advised that the cheque was in the mail and I have been waiting ever since.
  everytime I call or email they tell me, they cheque was sent and it takes up to 28 days for mail to arrive.
  ******** ** ************* ********* **** ****.

  Business Response

  Date: 13/04/2023

  Hi ****,
  
  Were sorry to hear about your
  negative experience with Virgin Plus.
  
  We have reviewed your account in full and can see that you
  have been in contact with our Executive Office team who eslcated your concern
  to our Refunds team.
  
  We have reached out to them again regarding the status of
  your refund and will provide an update as it becomes available.
  
  We thank you for your patience during this time.
  
  Kind
  regards,
  
  Virgin
  Plus

  Customer Answer

  Date: 13/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: this is the same response I have been receiving for almost 1 year and I still have not received the cheque.
  
  
  
  Sincerely,
  
  
  
  **** **** ******** *******

  Business Response

  Date: 24/04/2023

  Hi ****,
  
  Thank you for your patience.
  
  We have heard back from our
  Refunds Team who have confirmed that a refund cheque in the amount of $247.30 was
  reissued on April 11, 2023 to the address on file.

  Please allow up to 28 days
  from the reissue date to receive your cheque in the mail.

  We remain truly sorry if this
  has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 26/04/2023

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

  they have been saying the exact  same response for over a year and it does not take 28 days for mail to arrive within canada from toronto to ********. the only solution  I see to this matter is that they direct me to a **** or  virign location here in  ******** and have the store issue me a refund directly, since the stores actually take payments. the store can then debit the headoffice for the amount.

  that would had been my approach and avoid this whole situation.

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

  Business Response

  Date: 02/05/2023

  Hi ****,
  
  Contrary to your statement, Virgin Plus does
  not accept bill payments in its stores.
  
  We have been forthcoming in explaining the
  resolution that has occurred and the expected timeline for it to be
  fulfilled.  At the time of this message,
  the timeline quoted has not elapsed.
  
  We appreciate your continued patience while
  your matter is resolved with the refund confirmed to have been re-issued on
  April 11, 2023.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 06/05/2023

  
  
  Better Business Bureau:
  
  
  
  I finally received my refund 05/04/2023 
  
  
  
  Sincerely,
  
  
  
  **** **** ******** *******

• Initial Complaint

  Date:12/04/2023

  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.

  One year ago, I was quoted a monthly price for service by Virgin Plus and that that price would be guaranteed for 24 months. Now, only twelve months later, they are raising the price by 14.5% and refusing to honour their previously guaranteed price. In fact, the last representative I spoke to a few minutes ago said "that's the way of the world" when she refused to honour the guarantee and I complained that Virgin Plus was offering nothing extra.

  Business Response

  Date: 13/04/2023

  Hi *****,
  
  We are truly
  sorry to hear about your negative experience with Virgin Plus regarding the
  pricing of your 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. Remember that you are responsible for choosing the combination of
  Services that is most appropriate to your needs.
  
  Please note,
  by giving you at least 30 calendar days' prior notice in writing, we
  may change Virgin Plus Services which are provided on a Month-to-Month
  Term (including Add-ons and Pay-Per-Use Services) and associated Charges
  and Fees. Virgin Plus may give you notice of a change by posting it on **************.ca/updates,
  by including it on your bill, by sending it to you by email or text message, or
  by any other reasonable method.  For more information regarding our Terms
  and Conditions of Service, please see **************.ca/terms.
  
  We confirmed
  that you were notified of the price change for your service with a bill message
  on Page 3/3 of your January 2023 invoice. The confirmed the change in pricing was
  set to take effect on your March 2023 billing as demonstrated in the
  attachment.
  
  We can also
  see that you were in contact with our Customer Care who applied a $3.50 discount
  for two months, this discount equal to the price increase and will be itemized
  on your April and May 2023 invoices.
  
  As we
  provided you with at least 30 calendar days' prior notice in writing
  of the monthly fee increase of your price plan and our Customer Care has
  provided you with credits equal to the increase for two months, we now consider
  this matter resolved. However, should you wish to change your rate plan to a
  lesser price point, your service is eligible for any BYOP plan.
  
  Should you
  have any questions or concerns, please do not hesitate to contact us at any of
  the ways available at **************.ca/contact – we’re here to help! 
  
  Kind
  Regards,
  
  Virgin Plus

  Customer Answer

  Date: 13/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: while everything you said applies to a regular billing arrangement, it does NOT take into account the GUARANTEED two-year amount that I was given. I am asking only that your company honour its guarantee! 
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 13/04/2023

  Hey there *****
  
  Your service was not enrolled into a “GUARANTEED
  two-year amount” as you’ve stated.  Our position on the topics mentioned remain
  unchanged from that which we previously shared.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 19/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they are now playing with words like "enrolled". One of their representatives gave me a two-year guarantee. I don't need to be enrolled in ANYTHING for a guarantee to be honest.
  
  
  
  Sincerely,
  
  
  
  ***** *******

  Business Response

  Date: 21/04/2023

  Hi *****,
  
  Thanks for taking the time to write back and
  providing additional feedback.
  
  Unfortunately, our position has not changed. By
  giving you at least 30 calendar days' prior notice in writing, we may
  change Virgin Plus Services which are provided on a Month-to-Month Term
  (including Add-ons and Pay-Per-Use Services) and associated Charges
  and Fees. Virgin Plus may give you notice of a change by posting it on
  **************.ca/updates, by including it on your bill, by sending it to you
  by email or text message, or by any other reasonable method.  For more
  information regarding our Terms and Conditions of Service, please see
  **************.ca/terms.
  
  As we provided you with at
  least 30 calendar days' prior notice in writing of the monthly fee
  increase of your price plan and our Customer Care has provided you with credits
  equal to the increase for two months, we now consider this matter resolved.
  
  Kind Regards,
  
  Virgin Plus

  Customer Answer

  Date: 25/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  
  
  Sincerely, would someone please show them a dictionary definition of "guaranteed"? They seem to think that changing any facet of pricing immediately nullifies any pre-existing guarantees as long as the consumer was notified. ****** ** **** *** *** ** ************ **** **** *** **** * *** *****
  
  
  
  ***** *******

  Business Response

  Date: 01/05/2023

  Hi *****,
  
  Thanks for taking the time to write back and providing additional feedback.
  
  Unfortunately, our position has not changed. As we provided you with at least 30 calendar days' prior notice in writing of the monthly fee increase of your price plan and our Customer Care has provided you with credits equal to the increase for two months, we now consider this matter resolved.
  
  Kind Regards,
  
  Virgin Plus

  Customer Answer

  Date: 03/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response ******** ****** ********* *** ** ******** ***** ********* * ******* ***** ** **** * ********* ***
  
  
  
  Sincerely,
  
  
  
  ***** *******

• Initial Complaint

  Date:06/04/2023

  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.

  I cancelled my mobile connection with Virgin mobile on November 25, 2022, within 1 day of purchasing a phone with them. I returned the phone to your warehouse via ****** **** on December 2, 2022. On December 1, 2022, Virgin mobile charged me $1486.28 on my credit card, even though the connection was already cancelled at that time. After almost 5 months and numerous phone calls to Virgin mobile contact centre and I still haven’t received the money back. ******** *** ********** ** ** ****** **** ************ ******* *** ****** ****** ******* ** ****** **** ** ******** ** **** *** ****** **** ******** *******. After repeated phone calls and almost 5 months since cancellation, no refund has been received from Virgin till now.

  Business Response

  Date: 06/04/2023

  Hi ******,
  
  We are sorry to hear about
  your negative experience with Virgin Plus regarding the return of your device
  and subsequent refund.
  
  When reviewing your account,
  we can see that a refund of $1,486.28 was processed to your credit card on
  March 29, 2023.
  
  Please note that it may take
  up to 2 weeks for this refund to be visible on your credit card statement.
  
  Should you have any questions
  or concerns, please do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:05/04/2023

  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 am filling a complaint regarding a data bill Virgin has delivered to my father and I, regarding my phone number-moreover a data overage bill.
  
  Background is as follows: I normally have a datablock added to my plan for a dollar or two a month. On February second, without power (** **** *** **** *** **** ** ********* ****** ***** *** ******), I called into virgin to purchase 2GB of data, so that I could be activeley searching for a replacement generator.
  
  The lady in the phillipenes was very well spoken, I told her that I needed access to data, for a period limited to the end of the billing cycle, which is on the fifteenth of each month. I then told her, that at the end of the billing cycle, in 12 days time I want the data block to be re-instatted, which she assurred me was no problem. I was explicit that I am not to be charged any data for all future billing cycles, to which she agreed, and put a note onto the account. She informs me, that if I need it immediatley their will be a $25 service charge, or I can wait 24 hours and not be charged. I opted to wait, and that was the last communication, until end of march/start of april.
  
  Anyways, long story short, I get back with my generator in the middle to end of March. Upon arriving home, I find a bill for over 1,600 dollars! All occouring in the period of time after February 15th.
  
  I call it in, and first call has poor service and I get disconnected. The second call, the guy put me on hold for about 30 minutes, and then hung up the phone.
  The third time I called, someone higher up answered, and, after "reviewing" the file, insisted that the charges were valid. She tried telling me that I spoke with them a second time on the 7th of February, which is completely false, then cited that the purchase of data on the 7th, resulted in the data block I removed on the 2nd, to not be re-instated. Here in lies the issue, they say the charges are valid, and furthermore the 2gb was only good till 15th feb, charging PPU rates.

  Business Response

  Date: 05/04/2023

  Hello *********
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin service and the data overage charges you’d recently incurred after
  temporarily adding a data feature to your service.
  
  When checking your account, we were able to see the circumstance you’d
  described – having your data block removed and a short term data add-on placed
  on the service.
  
  After the add-on had expired, the data block was still removed from your
  service.  With this, and the data
  continuing to be used, it caused usage charges of $1279.79 plus tax on your
  March bill aswell as $503.96 plus tax unbilled since your last bill date, to be
  applied onto your upcoming April bill.
  
  To
  make this right, we’ve re-added the data block to your service immediately and
  have credited all data overage charges described above ($1279.79 plus tax from your
  March bill aswell as $503.96 plus tax unbilled).  You will see these credits aswell as the unbilled
  usage mentioned above all shown on the next bill that you receive from us.
  
  Should
  you have any other questions about your services, please get in touch with us
  directly using the contact info shown at www.virginplus.ca/contact.
  
  Best
  regards,
  Virgin
  Plus

• Initial Complaint

  Date:03/04/2023

  Type:Product 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.

  I purchased a brand new ****** ** from virgin plus and activated it on Dec 31, 2022. The next day it was malfunctioning (side button not working, stuck in a boot loop) so I called ***** support. ***** advised me the phone was defective and since it’s within the first 14 days of purchase I should get a brand new phone but that I had to get it from virgin plus since that is where I purchased it from. Virgin Plus has been putting me through a huge run around for 3 months. ***** has advised me it’s my legal right to receive a brand new phone from virgin plus. Virgin would not do this without canceling my phone plan, or by leaving me without a phone for 2-3 weeks. I offered them several option to resolve this issue and they’ve taken none of them. Their system only has so many options for resolving issues but their limited customer service should not be my problem. I’d like my phone replaced as I shouldn’t be stuck with a defective or repaired phone when I paid for a brand new one. Again, ***** said it was my legal right to get a new phone. Thank you.

  Business Response

  Date: 05/04/2023

  Hey there ****
  
  We are sorry to hear about your negative
  experience with the phone you’d activated on your Virgin Plus service.
  
  We can see that you’ve been in contact with our
  Exec Office and they’d responded to you directly after this complaint was
  submitted to BBB.
  
  To avoid any crossed wires, please continue to
  correspond with Virgin directly about your dispute.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 05/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I have been in contact with them however their response is that there is nothing they can do to help me out. I am also only able to contact them via email and at times it takes weeks for me to get a response. Now that I’ve submitted this claim, it’s the only time I’ve ever got next day replies. 
  

  Their only solution involves me not having a phone for 2-3 weeks which isn’t feasible considering that everything is two factor verification these days and without a cell phone I won’t be able to login into online banking, credit cards accounts, medical portals, and calling into virgin plus. They also can’t seem to guarantee I’ll be able to keep the promotion phone plan I got when I purchased my new ******.
  

  It is not my fault I received a defective phone and so I should not be the one inconvenienced or have a financial impact. They kind of agree that I should get a new phone but are unable to make that happen in a reasonable way. I gave them the following reasonable options which they’ve rejected: 

  1. send me the new phone first so I can transfer my data and not lose access to a cell phone. A hold can be placed on my credit card until the old phone is received. 
  2. send me a loaner phone to use in the meantime, again I’m fine with a credit card hold. They have loaner phones for repairs so they should be able to do it with replacements as well. 
  3. allow me to do the exchange in store so there isn’t a 2-3 week wait. 
  4. Refund me the cost of the defective phone so I can get a new phone myself. 
  
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 13/04/2023

  Hi ****,
  
  Thanks for providing the
  additional feedback.
  
  As mentioned to you by our
  Executive Office team on April 4, we can not send a replacement for
  DOA/exchange without receiving the DOA unit back and the warehouse team does
  not carry loner phones.
  
  Our Executive Office did confirm you are able to visit any ****** **** location and request a return way bill ******** for Virgin Plus.
  
  Please ensure they provide you with a receipt and the return
  tracking number, so you can advise the Exec Office of the tracking number so they
  can follow the return to the warehouse. Once the device is received, the DOA
  will be processed.
  
  We are truly sorry if this has negatively impacted your
  experience with Virgin Plus.
  
  Kind
  regards,
  
  Virgin
  Plus

  Customer Answer

  Date: 13/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I’ve asked them what DOA means and they have not replied. I also need confirmation that I wont lose my phone plan as they’ve previously stated that I might. Finally, they are completely ignoring the fact that I will be without a phone for a couple weeks due to them selling me a faulty phone.
  A representative has previously confirmed that they do have loaner phonesfor repairs, but that since this is a replacement not a repair I’m not eligible for a loaner phone. They are stuck on minor technical details rather than trying to make this wrong right. 
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 21/04/2023

  Hi ****,
  
  Thanks for providing the additional feedback.
  
  As mentioned to you by our Executive Office
  team on April 4, we can not send a replacement for an exchange without
  receiving the unit back, even if the device was Dead on Arrival.
  
  Below are Virgins Terms of Service on this
  subject:
  
  33. What is Virgin Plus's return policy? It depends on whether we are providing you with Postpaid or Prepaid Services:
  (a) Postpaid: If you purchase a Device from Virgin Plus which does not meet your needs, you may return your Device (up to 2 Devices per subscriber on your account) if the Device is: (a) returned within 30 calendar days of the start date; (b) in "like new" condition with the original packaging, manuals and accessories; and (c) returned with original receipt to the store of purchase or to the address specified for returns if you purchased online or by phone. You are responsible for all Charges incurred prior to your return of the Device. Virgin Plus will not accept Devices with excessive usage in violation of our Responsible Use Policy. SIM Cards are not returnable once the packaging has been opened or the SIM Card is activated. If you are a person with a disability, the same conditions apply, however, you may return your Device within 60 calendar days of the start date.
  
  Regarding your phone plan; Please keep in mind
  that plan selection, availability and pricing can change at anytime and without
  notice.
  
  You are able to visit any ****** **** location
  and request a return way bill ******** for Virgin Plus to return your device.
  
  We are truly sorry if this has negatively impacted
  your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 26/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They have referenced the return policy, and I have never once requested a return. I’d like to see their policy on replacing a defective device within the first 30 days of arrival. ***** stated that it’s my right to get a replacement, not a return. If virgin does not have a replacement policy that is a huge issue. 
  

  At this point I’d just like a refund for what I’ve paid for the defective phone. $403 up front and $134 over 24 month. Total refund of $537
  
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 02/05/2023

  Hi ****,
  
  Our position remains unchanged from that which
  has been previously expressed. 
  
  For any other questions about your service,
  please contact Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  They have not provided anything. 
  

  Where the policy that protects shoppers from receiving a defective phone?

  This massive company should be doing something for individuals who receive defective products. 
  

  Again, I’ve provided several reasonable solutions that would not harm the company in anyway and they are being rejected without reason. 
  
  Sincerely,
  
  
  
  **** ****

  Business Response

  Date: 16/05/2023

  Hi ****,
  
  Our position remains unchanged from that which has
  been previously expressed.
  
  For any other questions about your service, please
  contact Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 22/05/2023

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

  They are taking zero responsibility for their customer receiving a defective phone. Where is their policy on defective phones, so far they only have a return buyers remorse policy. 
  So without that policy the other option is a refund. Again, it is my legal right to receive a new phone within 14 days of a brand new phone being defective. 
  
  
  
  
  Sincerely,
  
  
  
  **** ****

• Initial Complaint

  Date:27/03/2023

  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 work at ******* ****** and have been employed since May 2019. I activated a cellphone line on August 2022 with Virgin Mobile. I gave in my employee discount form to the representative who sold me the phone on August 2022. The discount was for 30% my monthly plan of $60 for a 2 year period commencing August 2022. I have yet to receive that discount. I called Virgins customer care number numerous times and did as they told me to do, which is to email their backoffice team about my complaint and resubmit my discount form, which I again did on February 1st, 2023 at the same place I bought my phone. Still, no resolution. I went again to the place I bought my phone and a gentleman said he's been getting the same complaints from Virgin Mobile and gave me this number to call, **************. A man picked up, verified all my information but said he can only offer 3 months of lost discount. I've been paying 8 MONTHS at regular price. This is something that I DID NOT SIGN UP FOR. I was told my discount will start on August 2022. Being offered only 3 months, means I paid 5 months for a service I shouldn't have paid at that price. I was an employee throughout this process, still am, and qualify for the discount. Virgin said it's their policy to only offer back 3 months of credit but I've been contacting them since August 2022. I have received services at a price I didn't sign up for, a higher price in my case. I am looking to get the full 8 months of lost credit which I'm entitled to. How is this my fault when I did everything Virign Mobile asked me to do BUT I had to go into a kiosk at *******, where I bought my phone, talked to a cellphone representative WHO SELLS OTHER PROVIDERS AS WELL, and he gave me an 'exclusive' number even Virgin Mobile didn't give me. It was an outside person who gave me this number to resolve this issue, not Virign but even then, the final offer was 5 months too short. If they can't offer a full refund, please help in ending this contract. Thanks.

  Business Response

  Date: 29/03/2023

  Hello *********,
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin Plus service.
  
  When reviewing your account, we see that you have been
  in contact with our back office team on March 24, 2023.
  
  To confirm, our team applied credits totaling $147.97, taxes included
  to your account. These credits equal the difference for the missing discount since
  August 2022.
  
  You are able to view these credits through your online account. To view
  your online account, please visit www.virginplus.ca/myaccount.
  
  Should you have
  any questions or concerns, please do not hesitate to contact us at
  1-888-999-2321 – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:20/03/2023

  Type:Delivery 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.

  We started to order a phone online and was told they had to call to complete the order. So, the ordered a phone yesterday March 17th by their sales rep on the phone. They put the wrong address on the phone order. Spent an hour on hold last night to be told to call this morning and the number they gave me was no longer in service. Then when I finally got a hold of someone was told after being on the phone another hour that there was nothing that they can do.

  Business Response

  Date: 20/03/2023

  Hey there ******* 
  
  We are sorry to hear about your negative
  experience ordering your new Virgin Plus service.
  
  We’d like to help look into the concerns you
  mentioned.  To do that, we need to know a
  little more about  the service you’d
  ordered. 
  
  Can you please respond providing us with the
  phone number or account number of the service you’d ordered?
  
  Awaiting your response,
  Virgin Plus

  Customer Answer

  Date: 20/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I never received an account number all I got is an order number.  The order number is **********
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 22/03/2023

  Hi *******
  
  Thanks for providing this.  When
  checking your account, we can see that your order was delivered successfully today,
  March 22nd. 
  
  Should you have any other questions about your order, or your new Virgin
  Plus service, please get in touch with us directly with any of the contact info
  shown at www.**********************
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 26/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:  I have contacted them a number of times about waiving the $50 activation fee and I still haven't received the ****** Ear buds
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 02/04/2023

  Hi *******,
  
  Thanks for providing the
  additional feedback.
  
  Please note, your membership
  agreement shows the waiver of the connection fee, this credit will
  automatically be placed on your first or second invoice.

  Regarding the ****** ear buds; If you
  are eligible, you will be automatically enrolled in the offer and have them
  shipped to you. No action is required on your part.

  Should you have
  any other questions about your order, or your new Virgin Plus service, please
  get in touch with us directly with any of the contact info shown at
  www.*********************.
  
  Best regards,

  Virgin Plus

  Customer Answer

  Date: 13/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I have already been told that I don't qualify for the ear buds because it wasn't fully done online.  I started it online and where I wanted to keep my number from pay as you go, they asked for my number to call me.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 21/04/2023

  
  Hi *******,
  
  Thanks for taking the time to write back and providing
  further feedback.
  
  While we cannot ship a pair of ******* ****** Buds* to you, since your account does not meet eligibility requirements.
  We have applied a credit equal to the value of the ear buds to your account.
  
  The ******* ****** Buds* are valued at $189.99, plus tax and a
  credit of $218.49, taxes included has been applied to your account today.
  
  Once again, remain truly sorry if this has negatively impacted
  your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 28/04/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because I had about $28 on a prepaid account with them that isn't applied, and the activation fee hasn't been waived.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 02/05/2023

  Hi *******,
  
  The activation fee waiver you’ve mentioned is a
  $25 credit toward the activation fee billed for your service.  This promo was shown on the Membership
  Agreement for your service.  The $25
  credit to fulfill this promo was shown on page 2/3 of the first bill you were
  provided for your service.
  
  About your Prepaid service and its remaining
  balance – We confirmed that there was a balance of $28.50 on your Prepaid
  account at the time of its cancellation. 
  We’ve applied a credit equal to this value to your new Postpaid account immediately.
  
  Should you have any other questions about your new
  PostPaid service, please contact Virgin directly at 1-************.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 11/05/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: It don't appear that the $28.50 from the prepaid account was ever credited.
  
  
  
  Sincerely,
  
  
  
  ******* ****

  Business Response

  Date: 16/05/2023

  Hi *******,
  
  Attached is a system shot confirming that the prepaid
  balance of $28.25 was applied to your account on May 2, 2023.
  
  Should you have any other concerns about your
  service, you can call us directly at
  1-************.  We’ll be here to help!
  
  Best regards,

  Virgin Plus

  Customer Answer

  Date: 18/05/2023

  
  
  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.
  
  
  
  
  Sincerely,
  
  
  
  ******* ****

• Initial Complaint

  Date:20/03/2023

  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 purchased a phone on contract with virgin plus, my contract includes 22$ for phone tab and 60$ for the plan which gives 15 GB data. I was promised to get an employee discount of 30-35% from day 1 since I signed the contract. I have a confirmation number. I haven’t received the discount, I contacted customer service and escalated the issue and I was told that discount will be applied after 2 billing cycles and its been 3 bills cycles and the discount is not applied, additionally they keep charging me $50 extra for singing fee which was supposed to be waived off. I literally contacted them 3-4 times to resolve the issue but never received any resolution. Case manager named **** was supposed to contact me but never bothered to call.
  
  They just keep charging me randomly saying my data exceeded. I spent 9-10 hours of my life fighting with customer service team yet have never received any resolution.
  
  **** ***** ********* with an ease

  Business Response

  Date: 20/03/2023

  Hey there ****
  
  We are sorry to hear about your negative
  experience with your new Virgin Plus service.
  
  About your data usage - 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.
  
  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 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’ and you
  will pay for that. Remember that you are responsible for choosing the
  combination of Services that is most appropriate to your needs.
  
  Don’t forget - 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, 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.
  
  About your $50 activation fee – this fee was charged on the
  first bill for your service.  That same
  bill had shown that you received a promotional credit of equal value that had
  covered its cost in full.  A separate “upgrade
  processing fee” of the same value was charged when you upgraded your service to
  a new 24 month term.
  
  About your employee discount – Please consult your management
  to learn more about how to apply for, and enroll with an employee discount
  program.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 22/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  The processing fee second time was not supposed to be charged (that is what I was promised) 

  The employee discount I am talking about is the discount which was already applied and I received a confirmation from your end, my management team has nothing to do with it. Its a corporate discount that Virgin Mobile offers and it has to be applied from Virgin Mobile. I do not work for Virgin Mobile, I work for *******.

  I was promised that the discount would be applied from day 1 since I entered into a 24 months plan. 
  

  I also reached out to your customer service team and case managers team and was told that the only way my discount would be applied is by your Vmteamdiscount team. (******** ****** ** ****** ** **** *** ** ************ ****** *** ******** ***** ******* *****)
   I was clearly told by your case managers team that the $50 processing fee have been waived off and the credit would reflect in my next bill, but I don’t see that. ******** *** **** *** ******* **** *********. 

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

  Business Response

  Date: 22/03/2023

  Hello ****
  
  The attachments you provided show that your discount submission was received
  and that another email would be provided to confirm the application of the
  discount.  The email did not say the discount
  had been applied as you’ve stated.
  
  With respect to the upgrade processing fee – this fee was shown on the
  agreement you accepted to upgrade your service. 
  A copy of this agreement is available for quick access in My Account at www.virginplus.ca/myaccount.
  
  Should you have any other questions about your Virgin Plus service, get
  in touch using the contact information shown at www.virginplus.ca/contact - we’ll
  be here to help!
  
  Best regards,
  Virgin Plus