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

  1 Bass Pro Dr. Concord, ON L4K 2M9

• 

  Virgin Plus

  1 Promenade Circle Thornhill, ON L4J 4P8

• 

  Virgin Plus

  5000 Highway 7 E. Markham, ON L3R 4M9

• 

  Virgin Plus

  4300 Steeles Ave. E Markham, ON L3R 0Y5

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:18/10/2022

  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 called your customer service department in last week of September 2022 and to one of the manager. I wanted to pay off my device balace of $301 and keep $50 plan with virgin and she said that this bill of $301 will be added to my coming bill. But today I show my bill and it didn't get added so I called your customer service and she keep asking me to pay $500 or more to pay off my device. This is second time that I talked to your customer service department and they changed from what they are saying me over the call. Last time I had to file as complain for virgin company while I was new member and this time again I am facing same problem with virgin. I wanted to pay my device remaining balance to get new phone on black Friday with virgin but you guys want to take discount on my phone now and changed the word of mouth. And when we file a complain with your customer care they take more then 6 month to verify and so you are forcing us to make it legal again.

  Business Response

  Date: 20/10/2022

  Hey Prachi,
  
  We are sorry to hear about your negative experience with Virgin Plus service.
  
  We are sorry to hear that your Early Cancellation Fees were not as you had expected.
  
  If a Virgin Mobile Sweet Pay Installment Agreement is terminated prior to the end of the installment term, then your Remaining Device Payments plus any applicable taxes will become due immediately and any promotional discounts on such Remaining Device Payments will no longer apply.
  
  If you received an Agreement Credit, you will incur a charge for the prorated amount of the Credit for the remaining months left within your 24-month term.
  
  Since the duration of your agreement period had not yet completed for your service, should you move to a Bring Your Own Phone plan, you would be charged $263.61, taxes included for the Remaining Device Balance and $306.25, plus tax for the Remaining Agreement Credit Balance for your device in accordance with your attached Membership Agreement.
  
  Should you have any other questions about the billing of your service, please get in touch with us by calling ###-###-####.
  
  Best regards,
  
  Virgin Plus

  Customer Answer

  Date: 20/10/2022

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

  The manager at your customer service department said me on call that I can simply pay remaining device balance and can continue keeping $50 mobility plan. And she took around more then hour to figure out this and I wasted my job time even on this call. She even promise me to get remaining device balance on my next payment which didn't appear still.

  Because your customer service person misguided me it's your fault and not mine. You can check the call recording with customer service manager whom I talked in last week of sep. 2022.

  
  Sincerely,
  
  Prachi B.

  Business Response

  Date: 27/10/2022

  Hey Prachi,
  
  Thanks for taking the time to provide additional feedback.
  
  We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience this misunderstanding may have caused you.
  
  Unfortunately, you will not be able to keep your same plan, you would need to move to a Bring Your Own Phone plan and would be charged $263.61, taxes included for the Remaining Device Balance and $306.25, plus tax for the Remaining Agreement Credit Balance for your device in accordance with your attached Membership Agreement.
  
  Should you have any other questions about the billing of your service, please get in touch with us by calling ###-###-####.
  
  Best regards,
  
  Virgin Plus

• Initial Complaint

  Date:12/10/2022

  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.

  OCT 10/22 Given wrong info Over charges Cancellation fees non English speaking employees faulty phone Just a bad experience financially & physically exhausting.

  Business Response

  Date: 12/10/2022

  Hey there ******* 
  
  We are sorry to hear about your negative experience with your Virgin Plus service.
  
  We’d like to have the opportunity to look into any outstanding concerns you may have and address them.  To do this, we invite you to respond to us and include specific details of your complaint/dispute, the steps you’d taken to remedy it and what your expected resolution is.
  
  You can also reach Virgin directly for any outstanding concerns by calling 1-888-999-2321.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 15/10/2022

  
  Complaint: 18195156
  
  I am rejecting this response because: I already tried that route by calling 1 800 who gives a ****.
  
  Sincerely,
  
  ******* ********

• Initial Complaint

  Date:12/10/2022

  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.

  I have contacted the Virgin Plus office 7 times to have the mis-information corrected on my credit report. My account (which is now closed, paid in full and had been paid 100% on time throughout the term of my agreement) is reporting that my account as written off/bad debt to my credit bureau. This information is NOT CORRECT as I have paid this account in full and on time. This needs to be corrected ASAP. **** ** ********** ********** ** ********* *** ** *** ***********

  Business Response

  Date: 12/10/2022

  Hey there ****** 
  
  We are sorry to hear about your negative experience with the Credit Reporting of your Virgin Plus service.
  
  When checking your account, we were able to see that in May your service was indeed cancelled as you’d mentioned, however, it had not been paid in full/ontime following that cancellation.  We can confirm that we received your full payment of your outstanding balance in August and that it had settled your account at that time.  Late payment of your outstanding balance had caused the credit reporting you’ve mentioned.
  
  With the credit reporting accurately reflecting the payment history of your account, we must advise that it will not be altered.
  
  Should you have any other questions about your cancelled service, please get in touch with us by calling ###-###-####.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 12/10/2022

  
  Complaint: ********
  
  I am rejecting this response because: my account balance was incorrect on my bill. I called and had it corrected at which time a new bill was issued which I received and paid promptly upon receipt. This is still not acceptable as the error was one made by Virgin not by me. My credit report must be corrected asap. 
  
  Sincerely,
  
  ****** ******

  Business Response

  Date: 20/10/2022

  Hey ******,
  
  Thanks for taking the time to write back and provide additional feedback. 
  
  As previously mentioned, your service was cancelled in May 2022, however, the account had not been paid in full and on time following cancellation.
  
  We can confirm that we received your full payment of your outstanding balance in August and that it had settled your account at that time.
  
  With the credit reporting accurately reflecting the payment history of your account, we must advise that it will not be altered.
  
  Should you have any other questions about your cancelled service, please get in touch with us by calling ###-###-####.
  
  Best regards,
  
  Virgin Plus

• Initial Complaint

  Date:29/09/2022

  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.

  Signed up for the plan on the assurance that the monthly bill will be 136.51 CAD, the September bill is 139.90 CAD without any information being sent from the carrier. Upon calling the customer care, I was told a text and an email were sent, none of these things were received I don’t want to pay any more than what I signed up for

  Business Response

  Date: 04/10/2022

  Hi *****,
  
  We are truly 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. Your account will be assigned a billing date. Your bill will include Charges for your Plan, your Add-ons, your Pay-Per-Use Services, Additional Usage Charges and any additional Fees, plus applicable taxes. Your bill is payable on receipt.
  
  Please note, by giving you at least 30 calendar days' prior notice in writing, we may change Virgin Plus Services which are provided on a Month-to-Month Term (including Add-ons and Pay-Per-Use Services) and associated Charges and Fees.
  Virgin Plus may give you notice of a change by posting it on www.virginplus.ca/updates, by including it on your bill, by sending it to you by email or text message, or by any other reasonable method.  For more information regarding our Terms and Conditions of Service, please see www.virginplus.ca/terms.
  
  We confirmed that you were notified of the price change for your service 437 219-9279 with a bill message on Page 3 of 6 on your July 13, 2022 invoice. The change in price was set to take effect on your September 2022 invoice.
  
  We can see that you were in contact with Customer Care team on September 28, 2022. To confirm, our team applied a rate plan credit totaling $25.00 or $5/month x 5 months and provided you with a goodwill credit of $11.30, taxes included to offset the price increase.
  
  Although the pricing for your service has increased, your current price plan remains competitive when compared to our current in market plans.
  
  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: 04/10/2022

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

• Initial Complaint

  Date:22/09/2022

  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.

  Cancelled my Cell phone account a year ago due to outrageous cell phone bills that suspiciously changed after my phone was paid off. When I canceled my plan I was unaware that tablet gigabytes/data Usage attached to plan would NOT be cancelled as well. This "company" did not even ask if i would like to include cancelling that as well, instead collecting money and sending apparently nasty letters for 58$ to an uncorrected address, which I did not update them because I assumed it was cancelled. Not to mention I haven't even used the tablet for several years better yet used data. Very ****** business they are providing "10 year" customers. ********* ******. Really need to run your business properly and with integrity if you expect customers. Beyond happy with current provider may I add

  Business Response

  Date: 22/09/2022

  Hello *******

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

  Checking the account you've referenced we can see that you still have one active service which you've scheduled to have cancelled as of October 7, 2022.

  Since cancelling your prior service in 2021, one service had remained active on your account (the same one that will be cancelled October 7).  Virgin continued to send you with monthly bills in the regular course of business using the bill delivery method you provided for your service (e-billing).  These bills had shown that you had one service that continued to remain active and that its balance was outstanding/unpaid.

  We appreciate that you'd made payment for your outstanding balance owed.  The next monthly bill that you receive will reflect your service being cancelled and that your payment had been received for your outstanding balance.

  Should you have any other questions about your services or its billing, feel free to get in touch with us directly.  You can learn how at www.**********.ca/*******.  We'll be here to help!

  Best regards,

  Virgin Plus

• Initial Complaint

  Date:06/09/2022

  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 received a "Pre-Cancellation Notice" from Virgin Plus in the mail today. Letter is dated Aug.25, 2022. I have never signed up for anything, spoke to anyone in any form from Virgin Plus, or dealt with any one from Virgin Plus in any other way. The letter I received contains a membership account of ********* and a total balance owing of $139.77 ** *** *** *** ** ********. The letter reads "your account remains past due and suspended. We've done our best to reach you several times..." "..if we don't process a full payment within 14 days of this letter, your account will be cancelled for non-payment and referred to a third party collection agency." When I call the phone number listed *-***-***-****, the recording gives me two options: 1. to enter my account number 2. press if you want to sign up to become new member I'm not comfortable pressing 1 or 2 as neither option applies to me. This seems like a complete fraud. Please tell me what I can do about it. thank you, *******

  Business Response

  Date: 07/09/2022

  Hey there *******
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus service.
  
  We'd like to help address the concerns you've mentioned in your complaint. To do this, we ask that you please contact our Fraud and Preventions team directly at *-***-***-****. Alternatively, you can also reach Virgin directly at *-***-***-****. We'll be here to help!
  
  Best regards,
  Virgin Plus
  

  Customer Answer

  Date: 08/09/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  As of Sept 8, 2022 Virgin Plus has investigated the account and found it to be fraud, so I will no be be held liable for it.
  They said they have placed notes on the account file, but I won't be receiving anything in writing. Hopefully this will be the end of this issue.

• Initial Complaint

  Date:06/09/2022

  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.

  I arranged to pay off my device balance and my monthly contract thru to March of 2023. Virgin continues to charge me for both the plan and the device charges. After repeated phone calls and promises to return my calls, which did not happen, I have asked for all transactions against my account for the months of July and August 2022. They refuse to supply me with those either by email or post. * **** ******** ** ****** **** ******* * ** ***** ***** ****** ******* ****** **** **** *** ** ***** *******

  Business Response

  Date: 07/09/2022

  Hey there *****
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus service.
  
  When checking your account, we were able to confirm the pre-payment of your monthly device payment charges that you've referenced. On August 31, your pre-payment was applied toward the device payment charge shown on your August bill. This will be reflected on the next bill that you receive from us.
  
  Going forward, you will see your pre-payments automatically applied to your monthly device payments on each bill that you receive.
  
  Should you have any other questions about your Virgin Plus service or its billing, please get in touch with us directly at ###-###-####, or, thru E-Chat at www.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus
  

  Customer Answer

  Date: 08/09/2022

  (The consumer indicated he/she DID NOT accept the response from the business.)
  This does not satisfy my complaint. In addition to payinhg off my device charges, I also arranged to pay off the balance of my contract thru March of 20232. A statement that effect was sent to me in early August. I have asked for a complete transaction history for my account for the month of August, whicj has not been supplied. I also asked that they contact me personally, which also did not happen.

  Business Response

  Date: 13/10/2022

  Hello *****
  
  Your bills are available to access 24/7 using My Account.  You will find your detailed August bill there.
  
  With respect to your request to speak with a Virgin representative, you are able to contact us by phone at ###-###-#### at your convenience.  We’ll be here to take your call Monday thru Saturday from 9 am to 9pm and Sundays from 10am to 7pm.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 14/10/2022

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely,
  
  ***** *****, i have called them over 15 times and all i get is an excuse that someone will call me back , which has never happened

  Business Response

  Date: 20/10/2022

  Hey *****,
  
  Thanks for the additional feedback.
  
  Should you have any other questions about your Virgin Plus service or its billing, please get in touch with us directly at ###-###-####.
  
  Alternatively, you can also our eChat service found at  www.virginplus.ca/contactus
  
  Best regards,
  
  Virgin Plus

• Initial Complaint

  Date:06/09/2022

  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.

  Signed a loyalty/retention offer with a $10 promotional credit good until April 2024. Virgin offered me a plan in the virgin app for more data and $3 cheaper. I switched. The app did not tell me I would lose this promotional credit before making the switch. The credit should apply to any plan offered to me but according to Virgin this new plan they offered me is not stackable yet again they never told me or warned me in the app. Seems deceiving since I would have never looked into a new plan as this popped up when I was paying a bill. I called virgin and told them if this is the case then to switch it back to what I had. They told me it's not possible as my old plan is no longer in the system. How convenient. The rep had no solution and tried offering me plans for more money or ones with less money but less GB per month.

  Business Response

  Date: 07/09/2022

  Hey there *******
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus service.
  
  When checking your account, it was noticed that you'd been in touch with Virgin directly to work out a solution after you created this complaint. We trust that our team was helpful in addressing and resolving your concerns.
  
  Should you have any other questions about your Virgin Plus service or its billing, please get in touch with us directly at 1-***-***-****, or, thru E-Chat at www.**********.ca/*******. We'll be here to help!
  
  Best regards,
  Virgin Plus
  

  Customer Answer

  Date: 08/09/2022

  (The consumer indicated he/she ACCEPTED the response from the business.)
  As of Oct 1st I'm supposed to be getting a $45 plan with 25GB data. I hope to see this properly reflected on the Oct 1st bill.

• Initial Complaint

  Date:01/09/2022

  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.

  I used Vigrin Plus app to update my cell phone plan at the end of February. The new plan was advertised as 55$ per month. When my first new bill came the charge was 55$ per month plus 33.60$ for a device fee. This was not explained to me in advance. In march I called into the service line to ask for them to reverse the changes. They refused. They promised me a discount of 10$ Per month to compensate me. This was never applied. I called them back today to ask for the discount to be applied. They said they said they will escalate the issue but would not apply the promised discount or change the plan. This is clearly false advertising and bad business practice.

  Business Response

  Date: 02/09/2022

  Hi *******,
  
  We are sorry to hear about your negative experience with your Virgin Plus services.
  
  When checking your account, we can see that you had escalated the same concern to our Executive Office who provided a response addressing this matter today.
  
  Should you have any additional inquiries regarding what the Executive Office informed you of, please reply to their email directly.
  
  If you have any other questions about your services, please contact Virgin directly at 1-***-***-****, or, chat with us at ***.**********.ca/********
  
  Best regards,
  
  Virgin Plus

• Initial Complaint

  Date:31/08/2022

  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.

  August 23. This issue regards the amount charged on my cellphone bill. On May 17, I agreed on a mobile plan with Virgin for 100 CAD plus taxes. During May, June, and July, the company charged that amount. On my bill that concerned the period July-August, Virgin charged me 387.63 CAD, which is more than three times the usual value. When I looked out for the reasons regarding the price, the extra 260 CAD was related to additional data that I used during that period. Nevertheless, Virgin, represented by the ******, never specified the amounts of additional data. If I were told of that, I would hire a better plan for the beginning to prevent these amounts, which the company hid at the moment of the agreement. I try to solve this issue in person with the representative of *** ******, and by phone with Virgin. None of them provide me an explanation for the hidden fees regarding extra data. I will have to pay the amount charged to prevent being disconnected from my mobile services. For this reason, my desired solution is a refund of the extra amount charged in my bill.

  Business Response

  Date: 31/08/2022

  Hi ****
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus services.
  
  When it comes to the billing of your services, there are no secrets here! To keep you aware of potential overage charges, Virgin includes a written statement on the Membership Agreement you accepted to activate your services that explains additional usage charges. It says the following:
  
  <
  If you exceed the usage allowed in your plan or change plans, additional charges may apply. Additional usage charges may change over time. Your use of any "unlimited" services is subject to our Responsible Use of Virgin Plus Services Policy. For all current price plan details and charges, visit virginplus.ca/plans. Visit virginplus.ca/myaccount at any time to review your existing plan details.
  >
  
  Don't forget, by accepting your Membership Agreement, you've also agreed to the Terms of Service. The Terms cover the topic of overages, specifically Data in the following section:
  
  <
  18. How does Virgin Plus calculate my usage Charges? It depends on the Service being used.
  (c) Data: Data usage is rounded up to the nearest kilobyte, unless otherwise stated. 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). Certain Plans or Add-ons that include data may apply to on-Device transmissions only - so if you use your Device as a modem or tether, then you may be charged Pay-Per-Use Charges for data Services. 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, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continued Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle You will also receive notice if your access to data Services is restricted or suspended due to a credit limit or past due amounts as set out in Section 56.
  >
  
  We checked your August bill and confirmed that your data overages were billed at the correct rates described in your plan details. We also confirmed that Virgin fulfilled its obligations to you by blocking your data once $50 in overage charges had accumulated. An alert was provided to you aswell as the authorized user of your account by email and SMS messages separately to both of you informing of the $50 data overages at the time they occurred. Following this alert, you opted to proceed with additional usage charges by unblocking your data using My Account. Confirmation of your unblocking was also provided by Email and SMS to both yourself and your accounts authorized user.
  
  If you have any other questions about the billing of your Virgin services or how you were notified about your data overages and when your data access had been blocked by Virgin, please reach us directly by calling 1-888-999-2321, or, head to virginplus.ca/contact for live chat. We'll be here to help!
  
  Kind regards,
  Virgin Plus