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

  2940 King George Blvd Surrey, BC V4P 0E4

• 

  Virgin Plus

  4567 Lougheed Hwy Burnaby, BC V5C 2Z6

• 

  Virgin Plus

  4700 Kingsway Burnaby, BC V5H 4M1

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:17/03/2023

  Type:Customer Service 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 placed an online order to upgrade my cell phone. I submitted the correct shipping address. The business app used an old address on file instead. I calles within 5 minutes to have it corrected. Told I wasnt able to. Spoke with a manager who said the new process would allow them to update the shipping address on their end and I would have the phone by the flowing Wednesday. 3 business days later. I call to confirm this on the monday was told something completely different. Called the next day and the agent told me something else completely. Got pit to retention department and was told something else. I was told they couldnt call the shipping company to update the address. That the package had to returned to the warehouse and then they would reship it too me. Package was delivered ane accepted at the warehouse on Monday March 13th a like 9:34am. Didnt hear from the company for over two days after its return. Called the company and was told something completely different again. I was just told that i would have to wait to get an email from company that it had been returned and then i would have to put the order in again. I keep getting lied to by the employees. If i decide to stay with them as a company ill have to wait 3-4 weeks to receive the update from them and it isnt acceptable. Ive been with the company for 15ish years and havent had this kind of incompetence ever

  Business Response

  Date: 17/03/2023

  Hi ***
  
  We are sorry to hear about your negative experience with the shipping of
  your recent order.
  
  At this time, the return of your phone has not yet been processed by our
  warehouse and the existing order remains open. 
  We look forward to seeing its return processed so you can proceed to
  upgrade your service as you desire.
  
  Should you have any other questions about your service, please get in
  touch with us directly using any of the contact info shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

• Initial Complaint

  Date:15/03/2023

  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.

  I contacted Virgin Mobile to add a travel pass to USA on Feb 2, 2022, this pass is 60 dollars for calls, texts and data. I have had it before, after discussing, I decided to wait until we firmed the dates of our travel. Yesterday I contacted Virgin by chat ( March 13) and was told there was no such pass anymore, it was discontinued at the beginning of march, however I did not recieve any notification, so I bought a $13 day pass but realised its too expensive.I cancelled it online but got no confirmation of the cancelllation, so today I called ( march 14) and wanted to ask more questions, and the rep suggested again I buy the 60 dollar pass? then when I told him I was told yesterday I could not have it he then changed his mind and said I could not have it. I asked to speak to management and spoke to ( ***** ** * ******** )and he maintains they can't do anything even tho they misinformed me of the 60 dollar pass, on Feb 2 and on Mar 14.

  Business Response

  Date: 17/03/2023

  Hello ********* 
  
  We are sorry to hear your disappointment with
  the recent change in roaming options offered by Virgin Plus for use of  your service outside of Canada.
  
  The pricing and selection of services offered
  by Virgin can change from time to time and without advance notice.  All current offerings are shown at www.virginplsu.ca.  In this instance, roaming options available
  to add to your existing service are shown at www.virginplus.ca/roaming. 
  
  To add one of the available roaming options to
  your existing service, you can do so with the instructions shown at the link
  mentioned above.
  
  Should you have any other questions about your
  service, please get in touch with us using any of the contact options shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 17/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: as stated in my complaint they offered a 60 dollar data plan for a month in USA and then informed me they would not. Their current plan is 13.00 dollars per day and I am travelling 30 days. It’s an excessive cost. I expect a minimum credit of 60 dollars for misinforming me of the 60 dollar one month plan first in Feb and second time this month. Their link in their  letter is offering the 13.00 dollar a day plan which is excessive. I am very disappointed with their letter. I have been a customer for many years. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 20/03/2023

  Hey there *********
  
  We are sorry to hear your disappointment with
  the response provided to your complaint.
  
  Our position remains unchanged.  It will not be possible to provide you with
  something that Virgin no longer sells/offers. 
  Services can only be provided with the specifications and pricing shown
  at www.virginplus.ca.  Credits will not be forthcoming in this scenario. 
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 23/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they will not honour what they promised, and if the plan is not available they can give me a credit of 60 dollars. 
  
  
  
  Sincerely,
  
  
  
  ********* *******

  Business Response

  Date: 24/03/2023

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

  Customer Answer

  Date: 29/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: they have not offered anything, like a credit or apology after offering me a product twice they no longer carry, ( 60 dollar plan for a month for travel to USA). And then not following through. 

  So as a result we have bought a plan and sim card in the USA so we don't have to pay Virgin's overpriced fee of 13 dollars a day to use the phone. The USA plan is 30 dollars for a full month, unlimited texts and calls. ********* *** ***** ** ****** ********** **** **** ** ******* **** ** *** ***** **** * **** *** ** **** * ********* ******* ****** *** *********** ************ *** **** ** **** *** ***** ****** * ***** 

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

• Initial Complaint

  Date:10/03/2023

  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.

  In November I inquirer to Virgin Plus about switching my son and daughter’s phones to Virgin from *****. I was sent 2 SIM cards and not told my credit would be “hit” to establish these accounts. I was told to call in to activate the accounts upon receipt of the SIM cards. I never called in as we decided to stay with the current provider. Come January I started receiving a bill, no contract as our phones are owned. I called in and spoke to a sr. Rep and was told the computer was sending the bills and it would be revoked and dealt with that I would not receive another bill. February I receive another bill. I ignored it assuming it was computer error. March I receive another bill and called in to set a call back. Never received. So I set up a callback online, was given a 9-10 PM call back time. Received a call from a rep the next day at around 1:00 PM to which I was told I had to pay the bill. I asked for a supervisor and was told “no problem, I will transfer you”. I was sent back to the main board to set up a callback. I did so, the computer voice said 2 minute wait, then when it completed it told me 3:00 PM. I waited, nothing. I received a call from Virgin this morning, when I answered they hung up. They tried again an hour later and I could not answer due to the work I was doing. I also filed a complaint to their complaint email on the website asking for the bills to stop and asking for documentation to verify the closure and “0” balance. No reply back. Please help, thank you.

  Business Response

  Date: 10/03/2023

  Hi ****
  
  We are sorry to hear about your negative experience with the billing of
  the two Virgin Plus services you ordered.
  
  We can confirm that the two services referenced in this complaint were cancelled
  January 9, 2023.  The outstanding balance
  on the cancelled account is $60.70.
  
  To remedy your dispute, we have credited the outstanding balance on your
  cancelled account in full ($60.70 credited). 
  With this credit, your balance owed has reduced to $0 and no further
  payment will be required toward this account.
  
  Should you have any other questions about your cancelled services,
  please get in touch with us directly using the contact info shown at www.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/03/2023

  
  
  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:08/03/2023

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Regarding file # **********
  
  My elderly parents were called by a man from Virgin claiming to be from ***** who is their current provider. the man stated that they have two new ****** for them and all they need to have is their driver's license. Once the phones came in the mail my parents saw that the box was from Virgin. They called Virgin right away and were transferred to their fraud department. Meanwhile my parents were confused and unsure of if this was a scam so they called the RCMP and were told by Virgin and RCMP to call ******* and ********** so they could flag any suspicious activity. They received a call a day later from ###-###-#### which is a Virgin #. they man on the other end stated that it was regular practice to pretend to be from other companies in order to steal customers and to send the phones back. they did the very next day, but they keep getting phone calls asking for the phones to be sent back. this is outrageous conduct and not a very good way to start a customer client relationship. ** **** *** ****** ** *** ******* ************ ** ************ **** ****** ****** ****** ** ******* ** ***********

  Business Response

  Date: 08/03/2023

  Hi *******
  
  We are sorry to hear about the negative experience your parents
  encountered with Virgin Plus.
  
  We invite your parents to contact Virgin directly to address their
  dispute with the devices they received. 
  To do this, we ask that they contact our Fraud/Preventions team directly
  by calling ###-###-####.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 08/03/2023

  Complaint: ********

  
  

  I am rejecting this response because I deal with my elderly parents issues as they have trouble navigating systems. We have done our part now we just need others to be aware of this practice so no other elderly people get victimized and scared.  

  
  

  Sincerely,

  
  

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

  Business Response

  Date: 08/03/2023

  Hi *******

  Thanks for sharing your feedback.

  Have a great day,

  Virgin Plus

• Initial Complaint

  Date:05/03/2023

  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 suspended my account after I left for the United States and did not use their services from mid 2019 to late ,2021. I owed them a balance of approximately 82 dollars for some services unknown. * ****** **** **** **** **** ** ******* **** ** *** ****** *******. Virgin verbally said the amount I owe them is due and I tried paying it but they delayed doing the task and then closed my account but reported to ******* that is open and amount due is 0 and I failed to pay them on time. I find this wrong since I did not want any services and they still kept my account active and billed me and do not inform me or email me or anything to respond to that payment. I even paid them. I want their remark on my report to be gone.

  Business Response

  Date: 07/03/2023

  Hi *****,
  
  We are sorry to hear about your negative experience with
  Virgin Plus.
  
  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. You are responsible to pay
  for charges even if your Virgin Plus service are suspended.
  
  After reviewing your account, we can see that
  your service was not suspended before you traveled to the United States. Contradictory
  to this, your device was used over multiple months in the USA and SMS messages confirming
  roaming and rates were sent on the following days:
  
  Jan 31, 2019, Feb 21, 2019, Feb 26, 2019, Mar
  14, 2019, Mar 30, 2019, Apr 14, 2019, May 13, 2019, Jun 3, 2019, Jun 18, 2019, Jul
  11, 2019, Jul 19, 2019, Aug 22, 2019, Sep 8, 2019, Sep 27, 2019, Oct 14, 2019, Oct
  26, 2019, Nov 9, 2019, Nov 28, 2019, Dec 15, 2019, Dec 31, 2019, Feb 1, 2020, Feb
  17, 2020, Mar 4, 2020, Mar 21, 2020.
  
  The contents of these messages are as follows:
  
  30-Dec-2019 20:13:39 Hey Member! Welcome to the
  US of A! For info on Roam Sweet Roam, or Travel Passes, check out
  my.vmobile.ca/roamUSA (no data charge) from your phone or call us free at
  +***********. Without Roam Sweet Roam or a Travel Pass, rates in the USA are
  $1.45 per minute to talk (includes LD) and $0.75 per text. Happy travels from
  Virgin Mobile!  ( vm.ca/reachus )
  
  We can also see that you continued to use
  service and make payments until July 26, 2020. Once payment stopped, your account
  was suspended for non-payment on September 9, 2020 and cancelled on October 9,
  2020.
  
  Since payment for the final balance owing was
  not made until July 23, 2021, credit reporting that occurred since there was an outstanding balance
  owed on the account was not found to be an error as it accurately reflects the
  balance owing for charges incurred with their service.
  
  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:02/03/2023

  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.

  This company was great until i was told on the phone that they will change the bill amount from 62$ to 52$ taxes in , this was agreed upon , but each month since Nov 16th when the switch happened ive been getting charged 62$ each person i talked to said they cant fix it and the rather lose a customer over 10$ , it was what was agreed upon is the point , so after talking to quite a few people they decided not to fix the issue .. as being a member with these guys for 2 years ..

  Business Response

  Date: 02/03/2023

  Hi *****
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin plus services and that your monthly plan is not to your
  expectations.
  
  To see other plans that are available to use with your service please
  log in to My Account at www.virginplus.ca/myaccount. 
  
  Should you have any other questions about your Virgin Plus service or
  its billing, get in touch with us using the contact information shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

• Initial Complaint

  Date:02/03/2023

  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.

  I upgraded my ****** at a kiosk on January 30th,2020. The young man serving me told me that I didn't have to write down the date of when telephone would be paid in full because they would automatically recalculate the amount for me after its paid for. I was at the mall on February 25th and decided to go ask Virgin(aka ****) how much was left to pay on my telephone just to find out that my telephone was paid in full January 2022. My jaw dropped and I politely asked the young lady why they hadn't adjusted my account because I had been paying $130.00 monthly for a whole year. I did the math that is a total of $840. I knew it wasn't her fault so I asked for a telephone # to call. I called customer service the young lady apologized to me and said they could offer me 3 months of $115.00 I laughed and said that is unacceptable I want my money back or a credit for the full amount. I was transferred to a supervisor and explained my story all over again and was told the same thing. I asked her ok so my new total is $60 where did my other $70 a month go. I asked her did you keep it, did the shareholders were did it go? It should've been put in my account as a credit. * **** *** * ******* **** *** ******** *** *** *** ******** *** **** ** *** * ******* * ******* ** ***** * ******* *** ******* *** **** ***** **** ** *** ****** *** ***** ********** ** *** *** **** *** ********* ** ******* * ******* *** *** ******** *** **** ** ** *** * ** * ** **** *** ***** *** *** **** **** ** ******* ***** ** ************ *** ** ** *** ** ********* *** ******* **** **** **** ******* *** Had I known that it was my responsibility to call them at the end of contract I would've put a reminder on my phone to end of contract. I'm old school, I work hard for my money and * **** **** **** *** ******* **** **** ******** * *** ******* ** **** ***** **** *** ** ******** ** **** ** **** ** *** **** ********* *** **** ******** ***** I would like my money back or at least a credit in $840 which I paid.

  Business Response

  Date: 02/03/2023

  Hi ****
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin plus services.
  
  The former 24 month commitment term that you mentioned was subject to
  the details listed on the Membership Agreement you accepted to activate it.  That agreement had shown that there was no
  monthly device payment charges.  Instead,
  just a monthly plan charge that would continue on a month-to-month basis after
  your 24 month commitment period elapses.
  
  When checking your bills, the same can be confirmed – that no monthly
  device payments had been billed to you during your prior 24 month commitment
  term, nor after the conclusion of that term. 
  Copies of your current and past bills (up to 18 month history) along
  with copies of your Membership Agreement are all available for you to view in
  My Account at www.virginplus.ca/myaccount.
  
  Prior to your commitment term in January of 2022, Virgin provided you
  with advance notice, in writing, on your October 2021 bill reminding of your
  upcoming term end date and that your service and billing would continue on a
  month to month basis after that date.
  
  In addition to the reminder provided on your October 2021 bill, Virgin
  also provided you with an updated Membership Agreement showing that your service
  and billing were continuing on a month to month basis on the date that your
  term ended.  This was sent to you using
  your contract delivery preference setting, Email.
  
  With no surplus billed as you’ve mentioned, we must advise that
  credits/refunds will not be forthcoming in response to this dipsute.
  
  Should you have any other questions bout your Virgin Plus service or its
  billing, get in touch with us using the contact information shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 08/03/2023

  I am not accepting because they only sent the contract, which I all ready have read. But the thing is their employees are told to tell us that after the contract is paid they will reduce our bill automatically. I asked the sales clerk 3 times and he responded each time that they would reduce it. Besides I paid for something I didn't get it's simple accounting Debit and credits, I overpaid so either give me my money back or give me a credit in full of $840 which is the amount that I have paid extra for nothing. Their customer service is not good and I am not satisfied, you tell the customer something well you should do it. ** ******* ****** * ***** **** ***** *** **** ******* ** ************* **** ***** *** **** *** *** ***** ***** ** *** *** ********* *** **** * ******** **** ****** **** **** *** * *** **** ** ***** *** **** * ** ** *** *** * ***** **** ***** ***** ** **** ** ****** *** **** *** ** * ************* ******* **** ****** *** **** ** ** ***** *** **** ****** ***** ***** ***** **** *** ******* **** **** **** ******* ** *** **** ********* **** ** **** **** *** **** ** **** **** ********** ** ***** ** **** **** **** ********* **** *** **** *** ***** *** **** *** ***** ***** ** ** *** **** ********. All I want is my money back I went to Virgin the young lady put my bill @ 60.00 a month starting now so if contract was done January 2022, they owe me $70 for 14 months plus taxes. I am not accepting their offer of $115 for 3 months that is ridiculous. How can they get away with this, i* ** ******* **** ** ******** **** *** **********  **

   

  Business Response

  Date: 10/03/2023

  Hi ****
  
  Our position on this matter was explained in our prior response.  That position remains unchanged.  Credits/refunds
  will not be forthcoming in response to this dispute.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 16/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: that is not right a credit is a credit and your employee explained 3 times that my account would be adjusted accordingly when contract ended. This is false information to me and everyone else you’ve done this too. I would like a full refund of my extra money paid to you which is $70 from Jan 2022 to February 2023 that would be satisfactory to me and good customer service from you.
  
  
  
  Sincerely,
  
  
  
  **** ********

  Business Response

  Date: 22/03/2023

  Hi ****
  
  No false information here!  Your
  services have been billed correctly in accordance with the Membership
  Agreements you accepted for their use. 
  Please see our initial response as it explains our position in its
  entirety.  That
  position remains unchanged.  Credits/refunds will not be forthcoming in
  response to this dispute.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 28/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I will be contacting the MEDIA about your business response *** **** **** *** *** *** *** ****** ** ******** **** ***** ** **** ** *** ***** *** *** ** ******** ***** ** ** **** ** ********* *** ******* **** ********* **** * ***** For example I called to speak to a worker at the beginning of the month of march after finding out that you were keeping my $130 a month when it should've been $61.82 per month from January /2022 to March /2023. Since I had all ready paid my bill early like I always do, payment was again $130.00 I asked her to give me a credit for April or send me my money back. Just received my bill for April @ $61.82 which it would've been 0.00 due to my paying $130 in March and asking for a credit or refund. Now if this what you call good customer service, I think you should be looking at your policy, and retraining your staff ** ** ****** **** **** *********. * ** ** * ***** ** ******** ***** ****** *** *** ********** ***** *** ***** ***** *** **** **** ** ****** **** *****.
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:28/02/2023

  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.

  Virgin Mobile sold me a phone with a plan of 10 giga bites of online usage.. in 2 years with ******* mobile I never exceeded my usage of 500 MEGA bites... now virgin mobile accused me of going over the 10 giga bites usage and started blocking my internet! Which was a dirty business from the company.. so they force me to break contract and are treating me of collection!! They are the ones whom broke the contract!!! Pls help BBB
  Also they never sent me the bills!!!

  Business Response

  Date: 28/02/2023

  Hello *******
  
  We are sorry to hear about your negative experience with the billing of
  your Virgin Plus services and that you’d decided to terminate it following a dispute
  about your data usage.
  
  About data and a mobile service - 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).
  
  To help eliminate bill shock 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, data services 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.
  
  It can be confirmed
  that in your final months of service with Virgin, you had exceeded the data
  included in your plan limits. When appropriate, the $50 data block mentioned
  above was applied to your service to prevent you from incurring further overage
  fees.
  
  About your billing and delivery of your bills – The method of delivery
  you accepted with your service was E-Billing. 
  E-bills are provided to you via My Account at www.virginplus.ca/myaccount.  Registration of your My Account profile must
  be completed prior to cancelling your service to be able to retrieve bills from
  your E-billing profile.
  
  Despite opting for E-Billing we can see that you did not complete registration
  of your E-billing profile before you cancelled your services.  Unfortunately, registration for E-billing is
  no longer an option for a cancelled service. 
  To retrieve copies of your past bills, we’d be happy to mail them to
  you.  Just get in touch with us by
  calling ###-###-#### to verify your mailing address and request them to be
  mailed.  Heads up! A onetime fee may
  apply for bill re-prints.  This is
  consistent with the fee structure shown at ********************************.
   
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:17/02/2023

  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.

  Hello,
  
  I want to file a complaint against virgin mobile. I have not been given proper information from them. Unfortunately I cannot get the truth from them and I find myself at a loss.
  
  In December of 2022 I applied for a line of credit through my bank. My credit with them is A+ I was told. My credit with ***** ***** has been fair standing I believe I was 704 credit score. I was denied a line of credit due to a derogatory mark on my credit score. This was from a third party collection agency that purchased a debt I had with virgin of $85.43. I had not been contacted by virgin regarding this or their third party collection agency.
  
  On December/01/2022 I called virgin inquiring why I was in debt with them seeing as I hadn’t had service from them for a very long time. The account was opened in 2013. On the day I called December/01/2022 I paid the bill of $85.43 and requested a discharge letter stating I owed no more money and was paid up and canceled services.
  
  Since then I have called at least half a dozen or more times to confirm my email address and request this discharge letter. Each time I was told it was resent at that very moment and it would be on my email in 24-48 hours and to check all folders including junk mail. I have done just this each and every single time to the point I called 3 weeks ago asking for a mailed hard copy. I was told by accounts receivable I was being mailed this hard copy as well as resent an electronic copy to the confirmed email address.
  
  It is now 02/16/2023 and I have received nothing. I was as well told ******* was the company who received the debt and to contact them regarding this. I contacted ******* and they told me they are not a third party collection agency and they didn’t do that sort of work.
  
  This has impacted me greatly im not sure if it is even fully resolved and I am unable to proceed with rebuilding my credit.. I am hoping someone can help me here. As I’m at a stand still with virgin mobile.

  Business Response

  Date: 17/02/2023

  Hi ******,
  
  We are sorry to hear about your negative experience
  with Virgin Plus.
  
  We would love to review your account to ensure that
  your feedback has been noted and help find resolution where possible, however,
  we need to know a little more detail.
  
  Can you please reply to this email and include:
  Your Virgin Plus account number and cancelled telephone number.
  Your address and email address
  
  Awaiting your reply,
  
  Virgin Plus

  Business Response

  Date: 20/02/2023

  Hi ******,
  
  Thanks for providing your account information
  and address.
  
  The address on file does not match what you
  provided. We have updated your address on file and re-sent the discharge letter
  to *** ********* ******  Ottawa, ON *** ***. Please allow 2-3 weeks to receive the letter via regular mail.
  
  ******** *** ****** *********** ********** **** ******* *** **** ******* *** * *** ********* ****** *** **** *****
  
  Should you have any questions or concerns,
  please do not hesitate to contact us ###-###-#### – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 22/02/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that I am not satisfied with their response. 
  

  Since December 1 2022 they had this new mailing address. I also called make multiple times confirming this address only to be told the same thing they sent in their response. They have told me it’s been mailed and re emailed each and every time. some of the people I spoke with seemed genuine and helpful, some weren’t unfortunately.

  I feel as though discharge letter alone isn’t satisfactory. The mark left on my credit score for derogatory as well should be removed by virgin. They had never made conscious effort to inform me in the last 6 years about this outstanding hill and neither did their third party collections agency. To this day remain anonymous, I have questions for them as well. Either way this account was closed in April of 2016 as I was informed by virgin today because I have called trying to get as much information as I can. Why would they allow me to close an account with a remaining balance and not have some sort of formal payment arrangement? It’s because they never informed me of this and I am paying for it on my credit score. This will haunt me for the next possible 7 years.

  discharge letter, plus a removal of this derogatory mark on my credit would be the very least they could do I would think.

   

  if this is not a possible outcome I will await my discharge letter and then take further necessary action.

   

  thank you,

  
  
  
  ****** *****

• Initial Complaint

  Date:17/02/2023

  Type:Customer Service 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.

  Signed up a month ago. Virgin app did not work. Went back to mall kiosk 4 times. Because mall kiosk says phone them and Virgin states to go to mall kiosk. Problem with Virgin app which took associate at kiosk almost an hour to straighten out. Was told ********** would arrive in a couple of days. Two weeks later have not received it. Went back to kiosk. Lady on phone from Virgin. Asking questions after I identified myself. Got ****** *** and left. Been up to kiosk 6 times. The associates at kiosk are most helpful. But then they hand the phone over to you and the questions start. This is the most horrible company I ever dealt with in my life. And nothing gets solved. This is the first time ever in my 73 years that I put in a complaint with the Better Business Bureau of Canada.

  Business Response

  Date: 17/02/2023

  Hi ******,
  
  Thanks for providing your feedback. We are
  truly sorry to hear about your negative experience with Virgin Plus.
  
  Should you have an issues that remain
  outstanding, please contact our Customer Care team directly at ###-###-####. They’re
  the experts and are best suited to help with an issues you still may be facing
  with your Virgin TV service.
  
  Kind regards,
  
  Virgin Plus.