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Business Profile

Telecommunications

Virgin Plus

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Telecommunications.

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

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Virgin Plus has 54 locations, listed below.

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    Customer Complaints Summary

    • 293 total complaints in the last 3 years.
    • 77 complaints closed in the last 12 months.

    If you've experienced an issue

    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.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:29/09/2022

      Type:Billing Issues
      Status:
      Resolved
      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,



      ***** ******

    Virgin Plus is NOT a BBB Accredited Business.

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