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:13/02/2023

  Type:Sales and Advertising 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.

  On Feb02 2023 I received a text message ( *** ******** )
  today I tried to buy this new phone line and cell phone .
  I talked to 4 customer service agents and approx. 3 supervisers.
  The last gentleman I talked to told me that the offer was no longer available ,
  On the text offer there is no mention of expiry or limited time offer .

  Business Response

  Date: 13/02/2023

  Hi ******,
  
  Were sorry to hear about your
  negative experience with Virgin Plus.
  
  The offer mentioned was to
  add a second line on a 24 month agreement. Unfortunately, pricing and offers
  are subject to change.
  
  To view all current hot
  offers available, please visit your Online Account – www.virginplus.ca/myaccount or
  call our customer service team at 1-888-999-2321.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 13/02/2023

  
  
  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.
  
  At the end of my contract I will be seek the best available price for service.
  
  Sincerely,
  
  
  
  ****** ****

• Initial Complaint

  Date:08/02/2023

  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.

  Hello there I have 2 very serious issues with this company, with 2 pictures, MY first issues is the ********** ** phone calles to my Mother looking for me saying that mine and hers are on the same account, yets we set up the phone totally apart months apart, this has been going one for about 2 years or more and i keep telling them to stop calling my mom she has nothing to do with me. in moms phone pic I called then about the the pervious day call they said no one called her at the time. i clearly stated from account receivable ***** ***** ** **. my second issue is in they have disconnect my phone for following there rules, in the picture My phone shows my monthly cap at 300 if i keep it below 250 there will be no disruption to my service I cant even make 911 calles please help me out it will be much appreciated.

  Business Response

  Date: 09/02/2023

  Hi ********,
  
  We are sorry to hear about
  your negative experience with Virgin Plus.
  
  After review of your account,
  we confirm it only has one line and one contact number listed, that being ###-###-####. There is no secondary number to contact on this account.
  
  Regarding your inability to
  make phone calls; your account was assigned a credit limit at activation. For
  more information on the Credit Limit, please visit, ******************************
  
  If your account is in arrears,
  restrictions may be placed on your account in accordance with the Credit Limit
  Program and may not be lifted until payment is made. This is covered in our
  Terms and Conditions and highlighted below:
  
  41. Will Virgin Plus ever require an immediate interim payment? Yes. If we notice usage inconsistent with your normal usage pattern, for example, Virgin Plus may require you to pay certain amounts owing on an immediate interim basis, and in advance of your next Bill Date. If this happens, you must pay these amounts on or before the required payment date to avoid suspension or termination of your Virgin Plus Services as set out in Section 58. If your account is subject to a credit limit, you must ensure your usage Charges and Fees (both billed and unbilled) remain below your assigned credit limit to avoid suspension of your Services.
  
  We can see that your service did
  have that restriction placed and that it was removed by our collections team on
  February 7, 2023. To have the Credit Limit removed, 6 months of full and on time payments must be made, and the limit will be removed while the account is in good standing.
  
  Should you have any questions
  or concerns regarding the Credit Limit Program, please do not hesitate to
  contact us ###-###-#### – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 09/02/2023

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

  This is what I hear all the time in regard the ********** phone
  call to my mom call her ###-###-#### ,  and the other issues show me
  where I signed, I only signed while I was on contract,I don't have a
  contract anymore
  
  
  Sincerely,
  
  
  
  ******** *****

  
  

  Customer Answer

  Date: 16/02/2023

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

  I accept, I have fix it I'm no longer a customer for yours. As for
  the ********** phone call remember every phone call was recorded on
  speaker phone

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

  
  

  Business Response

  Date: 27/02/2023

  Hi ********,
  
  We confirmed your account only has one contact
  number listed, that being ###-###-####. There is no secondary number to contact
  on this account.
  
  Should you have any questions or concerns
  regarding the Credit Limit Program or our Collections process, please do not
  hesitate to contact us ###-###-#### – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:07/02/2023

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I went in on January 30 to switch my phone company and purchase a new phone at ******* in Fergus ON. I asked the gentleman at the counter for a new phone and also a plan. He started to do all the computer work and was finishing up and I told him which phone i would like. He said that he did not hear me ask for a phone and it is too late. The phone i have is more then 3 years old and since I just turned 18, i wanted to start building my credit by getting my own plan.
  He said I would have to wait for 2-3 months before i could get a new one. My phone will not last that long. I did a live chat with virgin plus and they said that I could cancel my plan then set up a new one with a new phone and pay from January 30- current. But that I had to call a phone number to make sure that i could keep the same number.
  When i called the number, the guy told me that i wasn't allowed to cancel and reuse my phone for 30 days because I was on trial with the number ( I have had this number since i was approx 13 years old, so 5 years) and couldn't upgrade for 90 - 180 days because i signed the plan and i have a credit limit (because this is my first thing for my credit). I offered to pay them up front for 180 days so that they would have their money up front for the period they are requesting. They also told me to go buy a new phone ($1500 approx) and start a new plan. I cant afford that much up front which is why i was willing to pay monthly for 24 months for the phone. This is not what i asked for when i went into the store, their guy messed up and they are not willing to help me fix it.
  
  Account number *********

  Business Response

  Date: 07/02/2023

  Hi *******,
  
  Were sorry to hear about your negative in store
  experience with Virgin Plus.
  
  After reviewing your account, we can see that
  you selected the SIM only, BYOP 65 - 15GB rate plan to use with your ***** ****** ** 128GB.
  
  We can also see that you were placed on a $200
  credit limit, assigned at activation. To have this credit limit removed, you
  will need to make 6, full and on time payments. This is covered in our Terms
  and Conditions that you agreed to in store and below:
  
  4. Does Virgin Plus collect, use or disclose my credit information? If you are a Postpaid Member, then by accepting this Agreement you consent to our conducting credit checks on you, and our use and collection of your credit and payment history from another **** company, credit reporting agencies or other credit grantors to assess your creditworthiness, update your information, activate your ordered services, or assist in collection efforts, all from time to time. You also consent to our disclosure of your credit and payment history with other **** companies, to credit reporting agencies and credit grantors to assist with assessing your creditworthiness, and to collection agencies to assist with the collection of monies owed, all from time to time. Prepaid Services are available without a credit check.
  
  46. Does Virgin Plus require a security deposit? Virgin Plus may require a security deposit and will
  provide you with the reason for requiring a deposit. Deposits will earn simple
  interest based on a rate of 1% above the Bank of Canada's Target for the
  Overnight Rate in effect, calculated monthly on the last day of your monthly
  billing cycle, prorated for any partial month Virgin Plus holds the security
  deposit. When the Virgin Plus Services are cancelled or the conditions
  justifying the security deposit no longer apply (typically when you make 6 consecutive monthly bill payments in full
  and on time), Virgin Plus will apply the security deposit and any earned
  interest against any outstanding amount owing to **** ******** or any other
  **** company referred to in Section 47 below, then refund you the balance of the deposit, if
  any, within 30 calendar days.
  
  If you are not satisfied with
  your agreement, you may preform a Buyers Remorse and cancel the service at no
  charge within 30 days. Since your service is
  month-to-month, you are able to cancel or port-out service without penalty at
  anytime, only paying for your monthly charges. Please note, you are responsible for all additional charges incurred. 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.
  
  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:30/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I had my phone stolen, I had service with virgin mobile. After my phone was stolen in December 2021 I went in store reported my phone stolen and asked to have my services canceled. The same day I got a new plan and joined with my father. 6 months later they email me to say I have unpaid fees for January to April 2022. I call to ask about this as I had been paying my bill. Virgin had actually charged me for 4 months of service on the stolen phone that I asked to be canceled. They told me the fees would be removed. In October they contacted me again about baying these fees. This time I spoke to a supervisor. They told me the fees would be removed. Now in January 23 they have sent these fees to collection. I called again but virgin is now saying I owe the fees because they cannot see what the charges were for since they sent to collection. I have been hung up on and left on hold for hours trying to resolve the issue.

  Business Response

  Date: 31/01/2023

  Hi ******,
  
  Were 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 the
  telephone number or account number of the account you had asked to cancel?
  
  The information provided to the BBB takes us to your
  active service under your fathers account.
  
  Awaiting your reply,
  
  Virgin Plus

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I was asked to provide further information. The phone number they are requesting is ###-###-####. 
  
  
  
  Sincerely,
  
  
  
  ****** ***********

  Business Response

  Date: 09/02/2023

  Hi ******,
  
  Thanks for providing your
  telephone number.
  
  We were able to locate
  account ********* which was suspended after you reported your device lost or
  stolen on December 13, 2021 and cancelled for non-payment on April 8, 2022 with
  a balance owing of $414.94. After you made payments of $114.94 on October 13,
  2022, this balance was reduced to $300.00.
  
  These charges are for your
  monthly charges up to suspension as well as Early Termination Fees shown on the
  Apr 28, 2022 invoice.
  
  To make payment or for a detailed
  breakdown of your invoices, please contact our Customer Care team at ###-###-#### or through one of the ways listed at ****************************
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:29/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My number ,***-***-****,was activated during the Black Friday promotion on November 19,2022. The plan was $55/mon, $20 credits for 15 months. A few days later, they has another promotion that $50/mon, $20 credits for 15 months. And then, I called the virgin to price match, the female operator said she can do price match for me, but because my number is prepaid, so the bill will show up in December. I received the December bill with no credits at all. After that, I called to virgin over five times, every time I have to explain the same thing to operator, it takes the hour, but still no one can explain to me, no answer to me. They already canceled my phone number today, January 27,2023. Because I owned two months bills. I can pay this bill, but it after credits,$30/mon. I use this number when I came to Canada, I want to keep this number.

  Business Response

  Date: 30/01/2023

  Hey *******,
  
  Were sorry to
  hear about your negative experience with your Virgin Plus service.  
  
  After reviewing
  the account you have mentioned, we can see that it is registered exclusively to
  a name other than your own. In an effort to protect the privacy of this
  accounts owner, we will require their authorization before we can proceed to
  address any matters with this account.
  
  The account
  owner can reach us by calling 1-888-999-2321 to authenticate themselves and
  address any concerns they may have with their service. If they find it’s
  necessary, they can request that you are added to their account as an
  authorized user to access the account on their behalf.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:26/01/2023

  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 been a Virgin customer for close to 14 years... So we're talking My latest experience with them has me thinking I should switch cell providers. We ordered new phones in November of 2022. Phones arrived no problem. As I was activating these phones, in their app it said trade-in your old phone for money back. So I went through the process of trading one of my ****** *** a few days after receiving the new one. According to their trade evaluator the phone qualified for a 700 trade-in with the bonus for ordering a new ***** device.
  
  Forward to January 09th. I call in to see what happened with my trade in. Prior to that I could track the trade progress from the my account section of the website. Then it was just gone. Their rep on the phone said that she could see they had received the phone and that I should receive either an email or a call within 3 business days...
  
  Never received a call. Called back last weekend. The rep forced me to make payment arrangements for the current bill instead of actually dealing with the $700 they owe me (they owe me more than I owe them, and I was waiting for the credit promised on the 9th). Again she said I would get a call or email... again no email or call. 14 years with between 2 - 5 phones probably means they've got somewhere in the order of $33,000 or more of my money. They are about to lose a long-term customer over a dishonest trade-in program. I either want the $700 credit or the trade-in phone returned to me promptly.

  Business Response

  Date: 27/01/2023

  Hi ****** 
  
  We are sorry to hear about your negative
  experience with the trade in of your phone and that its status is no longer
  visible in My Account.
  
  When you initiated your trade in, Virgin sent
  you an email with instructions that includes a tracking link that allows you to
  see the status of that trade in.  The
  link is www.tradein.virginplus.ca.  Once you’ve gone to that website, you can
  enter the order number shown on your trade in email along with your email
  address to see the status of your trade in.
  
  When we check the status of your trade in, we
  can see that it has arrived at Virgin’s warehouse but has not yet been
  processed.  An update will be shown at
  the link mentioned above after the item has been processed.
  
  If you have any other questions about your
  Virgin service in the interim, feel free to get in touch using the contact information
  shown at www.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 27/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I do not have a tracking number. If you could send it that would be great - really I just want the credit that should have gone through by now. As stated in the original complaint your service rep already told me that the phone was received earlier in January. 
  

  I’m annoyed enough with this situation that if it isn’t resolved promptly I will be cancelling my service and moving to *****.

  I had your billing department texting/calling that I owe money when you owe me more than I owe you. Your rep from last weekend made me make arrangements to pay for Feb 04th and assured me this whole thing would be resolved by the 26th …. 
  

  I’ve been told twice that the processing would take a couple of days and I’d receive a call or an email. Now you’re telling me to track it online and wait…
  

  The last rep I talked to told me this would be resolved by now. It isn’t - fix it or I’ll call and cancel my service and hook the phones up with ***** here.

  Sincerely,

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

  Business Response

  Date: 31/01/2023

  Hi ******,
  
  Thanks for providing the
  additional feedback.
  
  We have escalated your
  concern to our warehouse team and will provide an update as soon as we receive
  one.
  
  Online Trade-in: ************
  ****** ****: ****************
  
  Thank you for your patience during this time.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:26/01/2023

  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 recently experienced two issues with Virgin Plus that I have not been able to resolve on my own. ACCT#: ********* 
  
  Firstly, I realized I was charged an installation fee that I was told would be waived when I received a bill for November 10 to December 9 for $302.51. I spoke to an agent on January 23/2023 who tried to tell me that it was a credit for a “Service Processing Upgrade Fee” which was credited to to the promotion that waived the $50 fee when you upgraded your phone. In addition to my phone upgrade, I told that there would be no one time charge - however, on the same bill as the issue above, I was charged an “Upfront Device Price” of $135.88 for the HST for the phone. Please explain why I am now paying tax on this phone TWICE. Since I am financing the phone, I agreed to the additional monthly charge of $49.22+tax for two years - so why did I have to pay $135.88 which was categorized under the tax section on my monthly bill. When I contacted Virgin Plus over their chat option in the app in regards to this situation, the employee was very rude and told me “please calm yourself” when I was being very polite and simply asking questions to get to resolve this matter.
  
  Secondly, my internet service has been down for nearly a week, without any explanation as to why or when it might be restored. I have had nothing but problems since the day it was installed and I have done multiple modem factory resets, used the virtual repair tool and attempted to preform speed tests - but none of which showed it was the speed I was actually paying for and was considerably slower. When I called to resolve this issue, I was told it was due to the lines in my building being old and was essentially left with a response of there “not being much they could do on their end”.
  
  I have been unable to receive a satisfactory response from their customer service team and do not feel
  as though Virgin Plus has met their obligations when it comes to the service I have been paying for.

  Business Response

  Date: 27/01/2023

  Hi ******
  
  We are sorry to hear about your negative
  experience with the billing of your Virgin Plus services.
  
  Checking your claim about being billed tax
  twice for the upgrade of your mobile device, it can be confirmed that you were
  not.  When financing a device, your
  monthly device payments include tax. 
  When activating a financed device, your bill will reflect a series of
  line items that includes the cost of the device and a deduction from it that’s financed.
  
  The line item on your bill showing a deduction (a
  minus) for the amount that’s being financed includes tax in its value.  This tax value deducted within this line of
  the bill matches the amount shown as a charge in the tax section of the
  bill.  When a credit and a charge of
  equal value exist, it means there is no charge at all, not two charges.
  
  With respect to your internet service – We are
  sorry to hear you have outstanding concerns about its speed and connectivity.  When it comes to the wiring inside a building
  that connects to your home, we don’t have a way to change that.  We are sorry to hear you’d been told it’s the
  cause of your connectivity concerns.
  
  If you have any other questions about your cancelled Virgin service,
  please reach us using the contact information at wwww.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:26/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May,2020, I called virgin plus representative to close my post paid account and move me to a prepaid account. I got charged for what I owed and paid a fee to move to a prepaid account.
  In the year 2022, I opened my credit to see a bad debt write off on the said closed account and that i missed payment for months, when infact i was not using the service anylonger. Have tried speaking to their representative but they keep sending me to different agents that dont know what to do.
  All im asking is for them is to take the bad debt write off from my account or give a call log that i was using the account for those months or get the call recording that was between March or April or 2020 that will show that I requested the account to be closed.

  Business Response

  Date: 27/01/2023

  Hi ******** 
  
  We are sorry to hear about your negative
  experience with the billing and credit reporting of your cancelled Virgin Plus
  service.
  
  All Virgin Plus Postpaid services are issued
  bills monthly in the regular course of business showing their balance due.  This in mind, you would have been provided
  bills showing you the outstanding balance you are now disputing the credit
  reporting of.
  
  With this in mind, a modification to the credit reporting of your
  cancelled account would not be warranted and will not be provided in response
  to this complaint.
  
  If you have any other questions about your cancelled Virgin service,
  please reach us using the contact information at wwww.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:23/01/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In August 2022 i was solicited on the phone by a virgin member for an upgrade to my they offered me a new ****** ** with added data for $50.00 per month.i accepted the offer they guaranteed i would get my new phone in 48hrs.after a week say first of September i received an e mail from ********* with a tracking # that i followed up to find that the phone had been delivered to me at an address in Ontario? They said that a package to **** ****** was delivered!, i contacted virgin to let them know of this and they were to look into the matter and get back to me,however after about a week i heard nothing so i called them back (the problem is your calling Thailand) i feel they did nothing for me ,finally i called for at least the 10th call they told me my file was in invesgation and someone from that department would get back to me in 48hrs.
  Well i was told this 4 or 5 times when i was not receiving that call from the investigation dept. And i noticed i was being charged for an upgrade to a new phone which they knew i had not received. I kept paying my bill because they sad it would take 2 billing cycles to correct, this was in Oct or November but no credit was made to my acct.
  Finally virgin told ne that this was a fraudulent transaction and the offer to me was not from a virgin employee i asked how could a stranger get virgin to send merchandise to people, there had to be someone in virgins organization involved.They dismissed this but I can't.
  I received a call January 19 advising me that my new balance was $25.00 I asked them to e mail me they never did.I called to see what my balance was and it is $212.00+ and got the same old response don't worry all It takes is two billing cycles...that convinced me to make this complaint.
  To make matters worse i finally changed to ****** but because i did not my ***** ** i am forced to wait untill February 6th to be able to use my phone to pay bills to use messenger
  Please help.
  Ifeel i should not have to pay anything!

  Business Response

  Date: 26/01/2023

  Hi ****,
  
  We are sorry to hear about
  your negative experience with Virgin Plus.
  
  After review of your account,
  we can see that our Fraud and Preventions team is actively handling your file.
  
  Please contact them directly
  at ###-###-#### to discuss your concerns, this team is here to take your call
  24/7.
  
  Once again, we are truly
  sorry if this has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 30/01/2023

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

  I contacted the phone number given to me and spoke to a representative of Virgin and told me that they had made adjustments to my bill of over $1,000. I asked when as i did not see anything like that on my statement?  She said for the phone i did not receive, i said ok but what about all the small charges and upgrades of which i did not ask for or get.I found her **** when i asked for compensation since August of 2022 and she said something to the effect that all adjustments have been made and we ended the conversation. 

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

  Business Response

  Date: 02/02/2023

  Hi ****,
  
  Thanks for taking the time to
  write back and providing additional feedback.
  
  We have been in touch with
  our Fraud and Preventions team who have confirmed that adjustments totalling $1176.49
  have been provided to your account in response to the fraudulent upgrade.
  
  These credits effectively
  removed all charges associated with the upgrade, as well as the price plan difference
  for October, November and December 2022.
  
  The balance remaining on the
  account is for monthly billing up to the date of cancellation. Please note, there was
  a payment back out (reversal) that took place on Sept 30, 2022 and no payments
  made between September and December 2022.
  
  Detailed invoices and payment history can be seen on your Online Account
  at www.virginplus.ca/myaccount and if you still require a walkthrough, please do not hesitate to contact our
  Customer Care team at ###-###-#### or through any of the ways available at www.virginplus.ca/contactus.
  
  Once again, we are truly sorry if this has negatively impacted your
  experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:15/01/2023

  Type:Delivery 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.

  Since November 18. 2022 I have been anticipating the delivery of ** ****** ** that I upgraded to.
  On November 25, 2022, I was notified by ********* that they couldn't deliver the package as my apartment unit number had been left off the shipping label.
  I was advised by ********* that I was not allowed to give them a correction on the address. That step required Virgin to contact ********* to provide the full address.
  Over the next week, I repeatedly reached out to Virgin by phone, chat & email to resolve this issue. Virgin failed to take appropriate steps so ********* eventually deemed the package undeliverable & returned it to Virgin.
  I have submitted numerous escalations, initiated more chats, received emails and done everything I could think to do to resolve this epic customer service failure.
  I've been dismissed, and hung up on, had chat sessions end with no explanation, *** **** **** *** ignored and treated abysmally.
  IT IS NOW JANUARY 12, 2023 and I still haven't received my new phone!
  I HAVE NOT RECEIVED ANY CORRESPONDENCE OR CONFIRMATION THAT THIS ****** IS BEING SHIPPED TO ME!
  I HAVE PAID THE GST AND OTHER CHARGES FOR THE PLAN I HAD TO UPGRADE TO.
  I SAID I WAS GOING TO WITHHOLD PAYMENT UNTIL I RECEIVED THE PHONE AS SOME KIND OF LEVERAGE ONLY TO BE THREATENED WITH SERVICES BEING SUSPENDED AND MY ACCOUNT GOING TO COLLECTION!
  Today, I will submit this formal complaint with the Better Business Bureau & I will post to social media about Virgin's epic failure in this regard.
  Virgin Plus Canada has not initiated a single step in trying to resolve this. I have driven this issue for almost 8 weeks.
  This has been the worst customer service experience I've encountered in my lifetime!

  Business Response

  Date: 17/01/2023

  Hello ******
  
  We are sorry to hear about your negative experience with your recent
  order.
  
  When checking your account, we were able to see that your original order
  was undeliverable and had been returned to Virgin.  This order was re-shipped and has now reached
  you.
  
  If you have any other questions about your Virgin service, please reach
  us using any of the contact methods shown at **************************
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 17/01/2023

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

  Although I am in physical receipt of the ****** ** as of 11:30AM today, this does not magically erase the seven weeks of frustration I endured to get to this point!

  Virgin failed to act on multiple contacts & requests to resolve the net issue of an incomplete address on the shipping label.  There was a 'one phone call' resolution available to them on November 25th or 26th, 2022.  They choose not to act.

  I expended many, many hours trying to get resources at Virgin to do their jobs! Not once did they proactively reach out to me despite myriad contacts & overtures I made to them.  

  I remain convinced that had I not pursued formalizing a detailed complaint with the BBB, they would not have reshipped the phone within hours of my submitting the complaint.

  
  In the end, I do not expect Virgin to do anything more than the bare minimum of finally sending the phone, activating the revised plan now that I have the phone, & stamping this 'Cased Closed!'

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

  Business Response

  Date: 20/01/2023

  Hey there ****** 
  
  The device you received was not sent in
  response to your complaint submission with BBB. 
  Rather, the device reached you prior to Virgin receiving this complaint
  from BBB.
  
  We remain truly sorry for your negative
  experience with this orders shipping delay and are happy to hear you confirm
  its now been received by you.
  
  Should you have any other questions about your
  Virgin service, you can get in touch with us using any of the contact info
  shown at **************************
  
  Take care!
  Virgin Plus