Business Profile

Telecommunications

Virgin Plus

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Important information

Customer Complaint:
Due to the volume of complaints received, BBB is publishing the details (text) of 25% of complaints as a representative sample.

Complaints

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

Customer Complaints Summary

300 total complaints in the last 3 years.
88 complaints closed in the last 12 months.

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Submit a Complaint

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:15/01/2023
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.
Re: Account *********

I am awaiting a credit on my ********** for $737.24. I was told on Jan 9th it had been applied yet I have not seen this.

The circumstances for this are detailed below.

My balance owing for the Dec bill was $737.24 of which $612.09 was to be credit back *** ** *** ******* ** ** ************* *** *** **** ***** ************. We e-mailed the ***** *********** and followed up that it had been received successfully. I was told the credit would be applied to my Jan bill. The $737.24 was paid by my auto-pay on Jan 12th,

I received my Jan bill only to find out the $612.09 had not been applied. I called on Jan 9th and was told that because I had auto-pay, it was not credited and they would do it manually. They then stated they could not credit back the $612.09 amount as they could only credit the actual payment amount of $737.24. They said they would credit this amount back and adjust my Jan bill to include the remaining balance from Dec of $125.15 and the Jan balance of $226.13 making the new Jan payment $371.34. I am fine with this.

What has not happened is the $737.24 being credited back to my ********** as promised.

Can you please apply the credit.

Thank you.
Business Response
Date: 17/01/2023
Hello *****

We are sorry to hear that you have yet to receive the refund that was
issued to you on January 9th.

Processing time for a refund is between 2 to 3 weeks. We ask that you please allow the appropriate
processing time for the refund mentioned to reach you.

Should you have any other questions about your services, please get in
touch with Virgin directly using the contact information shown at www.virginplus.ca/contact.

Best regards,
Virgin Plus
Initial Complaint
Date:08/01/2023
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.
Re: Cell phone number ###-###-#### Account # ********** I have sent two complaint letters to VirginPlus executive office with no response from them
In November when I was making plans to travel to the USA and wanted to use my cell phone there, I checked with VirginPlus to see what was possible. I was informed that the plan I was on (prepaid) could not work in the USA but if I switched to a postpaid account, then I could purchase a 30 day Travel Pass to use while I was in the USA. I asked about the credit balance in my prepaid account ($530.72) and was clearly told that when I got my new postpaid account bill in December that an amount equivalent to the amount owing on the bill would be transferred to my postpaid account to cover the bill and that this would continue to happen each month until the credit amount in the prepaid account was exhausted.
On November 21, 2022, I transferred my existing prepaid account to a postpaid account and then later purchased a 30 day USA Travel Pass. I again asked about the credit balance in my prepaid account and was reassured, a 2nd time, that the money was still in the prepaid account and when I receive my bill from VirginPlus, an amount from the credit balance in the prepaid account would be transferred to the Postpaid account to cover the bill.
On Dec 23, 2022 I received my first bill. Nowhere was there any mention of a transfer of money from the prepaid to postpaid accounts to cover the bill. I phoned Gio in Customer Service to discuss the matter and after a lengthy on hold wait of over 35 minutes I was transferred to Rassmeed who informed me that there was nothing written in the file to say the money would be transferred when the first bill was sent. Her solution was to transfer me to the Collections department- not a solution to the situation.
Business Response
Date: 10/01/2023
Hey there *****

We are sorry to hear about your negative experience with the billing of
your new PostPaid service after migrating from PrePaid.

When we checked your PrePaid account, we were able to see that it indeed
had a balance of $529.52 when it was cancelled and your phone number was
migrated to a new service on Virgin PostPaid.
When a service is moved from Prepaid to PostPaid, Virgin will transfer any
unused Prepaid balance up to $50.00 toward the billing of the new PostPaid
account. When a balance exceeds $50, the
remainder is transferred in $20 monthly increments (rounded up to the nearest
$20 increment) until the remainder of the Prepaid balance has depleted.

To make this right, we have transferred the maximum $50 to your new PostPaid
account today and setup a recurring $20 transfer for the next 24 months, for a
total transfer amount of $530.00. You
will see this reflected on the next bill that you receive from us.

Should you have any other questions about your new PostPaid service,
please get in touch with us by calling ###-###-####.

Best regards,
Virgin Plus
Customer Answer
Date: 11/01/2023

Complaint: ********

I am rejecting this response because:
In the response to the letter that
Virgin Plus sent to you, which I have not received from them, it
plans to maintain the credit amount of approximately $530.00
somewhere and disperse it to me at a rate of $20 a month for two
years after the initial $50 transfer. This method does not allow me
to monitor my credit balance with VirginPlus. When I first phoned
Customer Service at Virgin Plus on December 23, 2023 to find out what
happened to the credit balance, I was informed that they did not any
information on the credit balance and suggested I contact their
Collections department. What can possible lead me to believe that
the transfer will take place every month and that if I have a
question about the credit balance in this unknown account, that
Virgin Plus will have the appropriate information if I need to phone
about it the next time.

I am willing to accept that Virgin Plus
will not send me a cheque for the money in the credit balance but I
fail to understand why Virgin Plus cannot just transfer the credit
amount directly into the new Post Paid account where at least I can
see the remaining credit balance when I access the new account. To
transfer an amount in $20 increments over 24 months does not appear
to me to be the fairest answer nor the most efficient solution to
this matter.

I am hoping that Virgin Plus, as a
gesture of good faith, will transfer the entire credit balance into
the new Postpaid Account. In that way, the money still remains in
their possession while I have the ability to monitor that amount and
have the funds available to pay my new monthly bills with Virgin
Plus.

Sincerely,

***** ******
Business Response
Date: 17/01/2023
Hello *****

Our position remains unchanged. Prepaid
funds are neither refundable, nor transferrable. This is shown in the Terms of Service you’d
accepted to activate your service. See
section 39 (b) of ************************

Despite this policy, Virgin has allowed an exception only in instances
where a customer moves their service from Prepaid to Postpaid and maintains the
same phone number on their new service.
This exception allows a Prepaid balance up to $50 to be transferred
directly onto the new Postpaid account.
For any amount about $50, it will be transferred in $20 monthly increments
(rounded up to the nearest $20). We
confirm this transfer exception has now been appropriately applied to your new
PostPaid account.

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: 22/01/2023

Complaint: ********

I am rejecting content of Virgin Plus' response to the resolution of this matter for the following reason- when I did make the switch to Virgin Plus Post Paid Account I was in no way advised on the phone that the credit balance in my prepaid account could not be transferred over to the new postpaid account despite asking twice about this amount. I find it hard to accept that Virgin Plus cannot transfer this credit balance if it wanted to do so. even if it is an exception to its "rules". Unless Virgin Plus is willing to bend, I really don't see any real alternative for me. At least the company has acknowledged that I do have a credit balance... something that their customer service did not acknowledge when I phoned them in December. I am trusting that this credit balance will not mysteriously disappear and that Virgin Plus will this time honour its committment. I thank BBB for all their efforts on my behalf. It is heartwarming to know that there is someone out there watching out for the consumer.

Sincerely,

***** ******
Business Response
Date: 27/01/2023
Hello *****
Thank you for confirming that your complaint with BBB can be concluded.
Best regards,
Virgin Plus
Customer Answer
Date: 31/01/2023
I grudgingly accept the response from VirginPlus since it appears to me that this company's position is not in any way flexible. At least they have acknowledged that a credit balance is there and will be applied at the rate of $20 per month for approximately the next 2 years.
I again thank the BBB for all the help that they provided in at least making the company acknowledge that there is a credit balance.
***** ******
Initial Complaint
Date:05/01/2023
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 ordered a phone online in August and the next day when they wouldn’t up my data that was to be the new plan then I cancelled the phone. The guy on phone confirmed it wasn’t sent out and cancelled continued to it. Months later I got an email saying “you haven’t activated your phone yet”. So I looked at my bill and realized that they had been charging me for a new phone that I had already cancelled before it was sent out. I also moved to another province. So I called and said I had cancelled the phone and never received it. They say they sent it out, I’m pretty sure to my old address, and I know am being told I am responsible to pay for it. I told them I wanted to talk to a supervisor as I wasn’t going to pay for a phone I didn’t get and they argued with me. Then finally they put someone else on and they said they would investigate. This was on November 16, 2022. I have not heard a word back and I am still being charged for the phone.
Business Response
Date: 10/01/2023
Hey there ******

We are sorry to hear about your negative experience with the billing of
your Virgin Plus service following an order you created for your service.

Checking your account, we were able to see that you’d created Order ID *******
using Self Serve on July 31, 2022. While
setting up your order, you were prompted to ensure the accuracy of your address. After you submitted your order, it was
shipped to the address you confirmed using ********* tracking number ************. ********* confirms successful delivery of
this order to your address on August 5, 2022.
Following delivery of your order, it was activated on September 6, 2022.

With delivery of your order successful to the address you’d confirmed to
be accurate in your July 31 order submission, you will remain responsible for
the order that was fulfilled.

Should you have any other questions about your service, please get in
touch with us by calling 1-888-999-2321.

Best regards,
Virgin Plus
Customer Answer
Date: 16/01/2023

Complaint: ********

I am rejecting this response because: I called to cancel the order and spoke to someone who did confirm it had not been shipped out and cancelled the order for me. You have the recordings so you should listen to them. I am not responsible if your employee did not cancel the order when he told me he did.
I will be canceling all three yep 3 of my accounts that I have had with you for many many years as a result of your mistake.

Sincerely,

******* *******
Business Response
Date: 17/01/2023
Hello *******

Our position remains unchanged from that which was previously expressed.

If you have any other questions about your Virgin service, please reach
us using any of the contact methods shown at www.virginplus.ca/contact.

Best regards,
Virgin Plus
Customer Answer
Date: 21/01/2023

Complaint: ********

I am rejecting this response because:
i would like to know how you could activate the phone since it was obviously not me with the phone. Anytime I call you have lots of questions to make sure it is me. So how do you activate a phone without making sure it is not me calling. Also how do they use the phone if it’s my phone number. None of this makes any sense. Also how do you send a phone without a signature from me receiving it. Maybe you can answer all my questions. And then replay the phone calls stating that I cancelled the phone before it was apparently sent out and then you can stop charging me for a phone I never got.

Sincerely,

******* *******
Business Response
Date: 27/01/2023
Hello *******

Our position remains unchanged from that which was
previously expressed. More
specifically that delivery of your order was successful to the address you’d
confirmed to be accurate in your July 31 order submission. With this in mind, you will remain
responsible for the order that was fulfilled.

If you have any other questions about your Virgin
service, please reach us using any of the contact methods shown at
www.virginplus.ca/contact.

Best regards,
Virgin Plus
Initial Complaint
Date:03/01/2023
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 initially signed up for virgin home internet almost a year ago. I was promised a bill credit of $50 on 3rd bill which I never received. I called the customer several times and was told that escalation department would get back to me within 7 days. Till date they have not gotten back to me. Then on December 2nd I renewed my internet plan (order number: ********). I was suppose to get bill credit of $60 every month for a year. I received the bill recently only $25 credit was applied. Again I called customer service their response was the same that escalation would contact me. I would like this issue to be resolved as soon as possible.
Business Response
Date: 04/01/2023
Hi *****

We are sorry to hear about your negative experience with the discounted
billing of your Virgin Plus Home Internet service.

When we checked your account, we were able to see that a onetime credit
of $50 plus tax was provided December 25 to rectify the dispute you’d
mentioned.

We also confirm that a $25 X 12 month credit was added to your service
on December 5 and an additional $35 X 12 month credit was added to your service
on December 28 to fulfill the expectations of your dispute.

If you have any other questions about your Internet service or its
billing, just give us a ring at ###-###-####.
We’ll be here to help!

Take care,
Virgin Plus
Initial Complaint
Date:23/12/2022
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.
On Nov 21/2022 my Virgin Plus account was hacked and an order was placed without me knowing it and I have been charged for it. Upon discovering this, I immediately contacted Virgin Plus customer care and have spoken to them at least 10 times, I also spoke to their fraud team twice and I keep getting billed for a service I did not order. In early December 2022, I received the **** that someone else ordered on my account, I contacted Virgin Plus again and returned it via ****** **** waybill number **** **** **** ****. I'm not getting anywhere with Virgin Plus team resolving this.
Business Response
Date: 23/12/2022
Hi ******

We are sorry to hear about your negative experience with an order placed
on your Virgin Plus account.

When checking your account, we were able to see that a return of the
order you’d mentioned shipping back to Virgin had not yet been processed. You will be contacted after your return has
been received and processed. If you have
any questions about your account in the interim, please get in touch with us
directly at ###-###-####.

Kind regards,
Virgin Plus
Customer Answer
Date: 24/12/2022

Complaint: ********

I am rejecting this response because: The item was returned to your facility Dec 13/22 as per your instructions and at no fault of mine, *** ******** ******** ************ **** ****** ****. I am now billed for the monthly service and a payment plan for the **** which I did not order. I get the same story every time I call Virgin Plus at the number you provided, the team really don't know what is happening and don't care. My bill continues to climb higher for something I didn't authorize. Please take immediate actions to rectify. As previously stated to the executive office of Virgin Mobile, I will be contacting the CRTC if not resolved by Dec 31/22

Sincerely,

****** ****
Business Response
Date: 05/01/2023
Hi ******

We are sorry to hear about your negative
experience with an order placed on your Virgin Plus account.

When checking your account, we were able to see
that you have been in contact with our Customer Care. To confirm, our team
provided adjustments of $46.91, taxes included resolving the billing dispute.

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

Kind regards,

Virgin Plus
Customer Answer
Date: 10/01/2023

Complaint: ********

I am rejecting this response because:

The $46.91 was not the original issue, that the most recent problem that was resolved. The main issue is that Virgin Plus says I placed an order but it was not me, my account was hacked and you are pointing all fingers to me and it wasn’t. On Dec 23, Virgin Plus activated the changes made the hacker which left me without a phone over the Christmas season. You also forwarded me the contact details which I did not agree to but you still went ahead and activated the **** the hacker ordered even after I had it returned to your facility Dec 13. Now on Jan 1 you gave me a one month phone plan and changed me $99.00 which I immediately called and it was adjusted back to my monthly plan amount. As of today I have 20 days remaining on the one month plan you put me on so I wonder what you will do then? Virgin Plus is no to be trusted in my humble opinion.

Sincerely,

****** ****
Business Response
Date: 12/01/2023
Hi ****,

Again, we are sorry to hear about your negative
experience with the billing of your Virgin Plus services.

As previously mentioned, we located two accounts
in your name – One containing a Mobile phone and a Home phone service and the
other containing an Internet and a TV service.

We confirm that both accounts hold an
outstanding balance and neither account was cancelled under Virgin’s Buyers
Remorse policy. Both accounts were cancelled after the 30 day threshold.

For any questions or concern about the status
of your cancelled accounts, please contact us directly at ###-###-#### - –
we’re here to help!

Kind regards,

Virgin Plus
Customer Answer
Date: 16/01/2023

Complaint: ********

I am rejecting this response because:

I am not ****. In True Virgin Plus fashion, you have things totally mixed up.

Sincerely,

****** ****
Business Response
Date: 17/01/2023
Hello ******

When checking your account, we see that you submitted this same
complaint to CCTS. To avoid any crossed
wires, we’ll correspond with you via your CCTS complaint only.

Best regards,
Virgin Plus
Customer Answer
Date: 20/01/2023

Complaint: ********

I am rejecting this response because:

It’s clear that Virgin Plus does not know how to respond and does not care about customers.

Sincerely,

****** ****
Initial Complaint
Date:22/12/2022
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.
I became a customer with Virgin Plus over a year ago and I've had minor issues with my bill that had been resolved once I found out how their spending tab works. I have a tab allowance of $200 as I've had with other companies I have been with. According to their rules from the moment I've had the phone line was that once I accumulate over 175 owing on that tab I cannot make outgoing calls but still have service for data and texting. This month by the 13th I had payed $80 making my owing balance $65. A couple of days after that I was disconnected from outgoing calls while still only owing the $65. Today, the 21st, I received my new bill which brought my bill to 176.18 and I was cut off from having any sort of cellular connection. I tried to talk to someone on their online chat and that person told me my bill was actually $214. So I called their customer service line on a different phone and at first I was directed to a completely different phone company's customer service line when I asked to be connected to billing and had to call them back again. Once I spoke to the person in billing they told me that the 214 was actually my spending cap/tab and my bill was only the $176. I asked about the disconnection and she told me that it was because I was over $150, which according to her was the point you get completely cut off. I argued that it had never been that way on my bill and asked if this was a recent change which she denied so I asked why I was partially cut off at $65. I asked that question so many times and couldn't get an answer! I asked to speak to a supervisor and she asked the reason and I said I was still very confused and felt that my questions weren't being answered, she got quite upset and placed me on hold and kept coming back on and repeating info. It took 25 minutes to get her to connect me. The supervisor then repeated the info she told me but that I actually did owe $214. My bill is showing that I only owe 176.18! None of the questions were answered
Business Response
Date: 22/12/2022
Hey there *****

We are sorry to hear about your negative experience
with the billing of your Virgin Plus service.

When 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.

At this time, your billed balance is $176.18, however and you
also have $38.34 in pending/unbilled charges. These combined create a total balance of
$214.52 which exceeds your $200 Credit Limit.
Your services will remain suspended until your total balance is reduced
below your Credit Limit.

The charge of $38.34 is your Monthly Device Payment, which is
added to your account on the 21st of each month, then shown on the
bill that follows. (please refer to page 3/4 of your recent bill which you shared a copy of
showing the monthly device payment being November 21 for reference to this).

You can make or report payments for your overdue balance by
logging into your account at ***************************.

Should you have any other questions about your Virgin service
or how to make payment for its reconnection, please reach us directly using any
of the methods shown at ***************************.

Kind regards,
Virgin
Plus
Customer Answer
Date: 22/12/2022

Complaint: ********

I am rejecting this response because:
My question has not been answered. I would still like to know why I was cut off from certain services after I only had $65 dollars owing. Also, if I now actually owe $214 why not have a section on the app that shows the customer upcoming/pending charges!!!! Then they can make better judgements as to how much to pay on a bill with taking this information into consideration! How am I supposed to know I owe the extra 38 if I cannot see it. I am very displeased with my service and if I am unable to make a return and end my service with you now I will not be continuing with you once my contract is up.

Sincerely,

***** ****
Business Response
Date: 23/12/2022
Hi *****

Our position remains unchanged.
Our prior response has explained how you’ve exceeded your $200 Credit
Limit. You’ll have to make payment to
reduce your balance before your service can be restored.

It is your responsibility to pay your bills in full and ontime each and
every month aswell as ensuring that your total balance (both billed and
unbilled) remain below your Credit Limit.

Regarding your suggestion that Virgin include a section in the My
Account App to view/manage your Credit Limit, this is already there. It actively shows how much room is left
between your current balance (billed and unbilled) and your Credit Limit. Once you’ve exceeded the limit, it will no longer
show that there is any room left before the Credit Limit is reached, which is where
things sit at this moment.

With respect to your request to return your service; Virgins return
policy is included in its Terms of Service and on the Membership Agreement you
accepted with your service as follows:

- 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.

Your current Membership Agreement was activated in June of 2022, 6
months ago. This exceeds the allowable
30 day return timeframe. With this in
mind, we will be unable to accept your attempted return.

If you have any other questions about your Credit Limit, please go to ***************************** or
call us at ###-###-#### for support.

Take care,
Virgin Plus
Customer Answer
Date: 09/01/2023

Better Business Bureau:
Thankyou for letting me know that there is a place to check it. Not one person i spoke to mentioned it once when I kept asking why i couldnt see the "pending charges". I understand I'm bills are my responsibility and I was trying with my best efforts to make sure everything was payed. I only escalated the issue to the BBB because every person I spoke to on the phone had different opinions on what went wrong and when I asked specific questions I couldn't get any answers. I would just like to be able to call and be able to get a straight answer when calling instead of ending up even more confused by the end of things!

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:22/12/2022
Type:Service or Repair Issues
Status:
ResolvedMore info
Complaint statuses
Resolved:
The complainant verified the issue was resolved to their satisfaction.
Unresolved:
The business responded to the dispute but failed to make a good faith effort to resolve it.
Answered:
The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
Unanswered:
The business failed to respond to the dispute.
Unpursuable:
BBB is unable to locate the business.
On Thursday, August 18 I received a message via text from ***** ****** saying that Virgin plus had a offer for me to get 10 GB of data at 4G LTE speeds unlimited Canada wide talk/text for $50 a month plus get the ****** ** for zero down 0% APR $14.12 per month over 24 months the sweet pay 50! I contacted them and arranged the transfer from ***** ****** to virgin mobile during the phone call I was offered the Sweet pay 60 plan that gives you 20 GB of data, but I didn’t need it so I declined it. Being that I believed I was dealing with a professional company that knew their job. Well, I did not feel the need to check their work or had any reason to believe they had made a mistake. But with more detailed observation of my account I realized I had been put on the 20 GB data plan for an extra $10 a month that I was not using and had no need for so I called them as soon as I had made the discovery.. the person I spoke with about the issue originally *** **** *** brushed me off so that it was my responsibility to have found the mistake sooner. I asked to be transferred to a supervisor. The supervisor seemed very understanding. And escalated it to the people who had the power to make these changes apparently. I was told to wait 2 to 5 business days and I will receive a phone call the following day today December 21, 2022 at 2 PM. I received a phone call with the caller ID registered as **** the person who answered, said that they had no knowledge of any sweet pay 50$ plan ever, or any ability to help me in anyway shape or form. I was in the middle of a workday and then able to continue the phone call so I asked for them to call me back after 330 and they said they had nothing left to say to me. I return to work. at 3:30 I decided to call them back and that’s when I was told conflicting answers for my questions I was told that sweet pay 50 did exist, but was never offered with an ****** ** even though I have proof via text message that it was I would like some help please.
Business Response
Date: 22/12/2022
Hi *******,

We’re sorry to hear about
your negative experience with Virgin Plus.

After reviewing your account
we can see that you were in contact with a member of our Loyalty team on
December 22nd.

Our team confirmed that your
service was activated on Sweet Pay 60 – 20GB and the referenced $50 per month
rate plan is no longer available. To confirm, our team applied a $10 off x 24 month discount to offset the difference in
price plans and applied a credit totalling $34.50, taxes included as a
retroactive credit for the difference in price for the past 3 billing cycles.

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

Kind regards,

Virgin Plus
Customer Answer
Date: 22/12/2022

Better Business Bureau:

I have reviewed the response made by the business in reference to complaint ID 18624499, and find that this resolution is satisfactory to me.

Sincerely,

******* ******** *********
Initial Complaint
Date:21/12/2022
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.
As a Black Friday deal, I got an ******** from VIRGIN PLUS online - Order ******* - 29 Nov 2022 ) since they came up with an incredibly low price ( 1/3 of what it is now ). The phone was supposed to be delivered in 3-5 business days.

To date ( 20Dec2022 ), the ******** has not been delivered and there are no updates other than showing "Order confirmed ". Numerous calls, complaints to Virgin Plus and no solution was provided citing supply problems.

I am now sure Virgin's ******** ( $11/month x 24 months with a new $45 for 50 GB plan ) was an offer NEVER INTENDED TO BE FILLED and it was just a trick to stop us from getting a Black Friday deal from competitors. The ****** ** has been & is still AVAILABLE /in stock in Virgin shops for 3 TIMES the price yet Virgin is not delivering the phone. They never planned to. I believe they are just waiting for me to give up and cancel the order. The ****** ** also shows available online for 3 times the price of what was offered to me.
Business Response
Date: 21/12/2022
Hi ****

We are sorry to hear about your negative experience receiving an order
that you placed with Virgin.

When checking your account, we were able to see that your order was
shipped the day prior to this complaint being provided to Virgin by BBB. You can check the progress of your orders shipment
at www.**************************************

If you have any other questions about your order, please contact Virgin
directly at ###-###-####.

Best regards,
Virgin Plus
Customer Answer
Date: 22/12/2022

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.
Not sure though if they actually shipped my phone before my complaint (20 Dec) as they say or after it, as the phone was shipped out on 21 Dec. The order was placed on 28Nov.

Sincerely,

**** *****
Initial Complaint
Date:20/12/2022
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've contacted virgin mobile to cancel my internet service numerous times and they've failed to comply. they transfer me to other employees, drop my calls, failed to call me back.

i want my service disconnected, i do not authorize them to bill me or charge my card. I want my service terminated for the end of my current cycle.
Business Response
Date: 20/12/2022
Hey there *****!

We are sorry to hear about the trouble you had getting in touch with a
Virgin agent to request cancellation of your Internet service.

When checking your account, we were able to see that you’d been in touch
with Virgin directly on the same day you submitted this complaint to BBB. On that call, our agent was able to assist
with your cancellation request.

We’ll be sad to see you go. If
you need to get in touch again about your soon-to-be cancelled service, you
know how to reach us – We’ll be here to help!

XO, your BFF’s at Virgin Plus
Initial Complaint
Date:20/12/2022
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.
Being a member in good standing for Virgin Mobile for the past 5 years , Not only was I promised 0 down payment for the upgrade, I was then informed about a payment I didn't agree to initially, after the product was in my possession. I specifically asked if it was 0 down, the agent assured me there was no down payment. ****** *** ***** *** ***** ** ************ The supervisor said she would investigate and get back to me. It's been 3 weeks and I am still waiting. I mentioned the call was during black friday. Now I am pressured and strongly encouraged to pay a fee or return the device that was not originally agreed upon. The call in question was made on November 21st 2022 at 1.02 pm from ***********. Still hoping that you can resolve the issue and uphold the reputation you claim to have in great customer service.
Business Response
Date: 20/12/2022
Hi *******

We are sorry to hear about your negative experience with the billing of
your Virgin Plus service following your recent upgrade.

When checking your account, we were able to see that you had been in touch
with our Executive Office about the same dispute recently. Our position remains unchanged from that
which was explained by our Executive Office, specifically that device you
obtained did require a down payment of $335 as part of its reduced pricing
offer on Black Friday.

With the disputed charges considered by Virgin to be valid, if for any
reason you are not happy with your device (including the device pricing) you can return it under Buyers Remorse within
30 days from its activation date.
Details of our return policy are included on the Membership Agreement
you were provided aswell as being in section 33 of the Terms of Service
(available at www.virginplus.ca/terms).

Should you have any other questions about your Virgin service, its
billing, or how to process a return, please get in touch with us directly at
###-###-####.

Best regards,
Virgin Plus

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