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:07/08/2024

  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.

  Original modem Modem arrived 7/7/2024.
  Below was emailed on 7/102024 to
  ****************************** 
  Self install did not work
  Spent 10+ hour with tech support and customer service to get a tech there
  Twice the tech went to my Aurora home.
  They also disrupted service briefly at the Aurora home.
  
  The **** tech that went to Aurora was kind enough to have a friend from the Toronto area come and help me yesterday.
  
  No help from virgin what so ever. Every time I called each person blamed the other for inputting the wrong information. And gave me 3 ticket numbers. None which were on file with ****. And the crazy part the person I spoke to yesterday could not find the previous 2 ticket number given by the previous 2 virgin folks.
  
  So as of yesterday I was able to get a **** tech come and connect it.
  Thanks to the second **** guy who went to my Aurora home. ** **** ** *** ****** **** ********** ****** ** ***** ******* ********** *** ** *** ***********. 4 days plus wait was a norm he mentioned.
  No thanks to the virgin support. You think they would make notes. But I had to repeat the same information the 8-12 times I called since Thursday.
  
  
  Then finally internet worked after me missing 3 days of work till August 5th 2024. Middle of work from home internet was canceled. Spent 3 hours on phone yesterday after being transferred to 5 people. With no help.
  On phone today now for an hour twice the cr hung up.
  Still no internet
  Missed 4 days of work including today half of yesterday and 3 days during initial install.
  Still no internet.

  Business Response

  Date: 07/08/2024

  Hi *****,
  
  We are truly sorry to hear about your negative experience
  setting up your Virgin home internet service.
  
  When reviewing your details, we were able to locate two separate
  accounts under your name:
  
  Account ********* with a Toronto, ON address
  Account ********* with a Aurora, ON address
  
  Unfortunately, we are not able to troubleshoot home internet
  issues over email correspondence.
  
  We ask that you contact our Technical Support team directly
  at ###-###-#### with the correct account number for troubleshooting, they are
  the experts and best suited to help you.
  
  If needed, they also have the ability to dispatch a technician
  to your location for onsite troubleshooting and repair.
  
  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: 07/08/2024

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

  already called technical support.  
  they still have not adjusted my bill. 
  they said a new modem will be sent out. 
  

  it should not be every time I call that it takes me 3 hours and when I call again no notes on file. 
  

  I have missed 4 days of work and spent near 20 hour on the phone with virgin.  
  no one has any notes on file. 
  

  aurora address. No issues 

  toronto address ******** ******** *** is the location with problems for a month now 
  
  
  
  Sincerely,
  
  
  
  ***** ******

  Business Response

  Date: 07/08/2024

  Hi *****,
  
  Thanks for taking the time to write back.
  
  When reviewing your account with the Toronto
  address, account *********, we were unable to locate any technical support
  notes or tickets.
  
  We again implore you to contact our Technical
  Support team directly at ###-###-#### with the correct account number (*********)
  for troubleshooting.
  
  Unfortunately, we are not able to troubleshoot
  home internet issues over email correspondence.
  
  Regarding a billing adjustment; our records show
  that our Executive Office team had offered a credit equal to one months service
  cost for your negative experience, however, this offer was declined and no
  adjustments were made to your account. If you are willing to accept the offered
  credit of one months service cost, please let us know and we will make the necessary
  adjustments to your account.
  
  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:25/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  False advertising
  Product not in stock
  Doesn't say while quantities last
  I've spoken to 3 different managers and all have told me they were calling me back but never did.

  Business Response

  Date: 29/07/2024

  Hi ******,
  
  We are sorry to hear about your negative experience
  regarding ordering a device with Virgin Plus.
  
  Plan pricing is subject to change and while device
  availability refreshed regularly, devices are available
  on a first-come-first-served basis.
  
  We are truly sorry if this has negatively
  impacted your experience with Virgin Plus.
  
  Should you have any questions or concerns,
  please do not hesitate to contact us ###-###-#### or *************************** –
  we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 30/07/2024

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

  The situation progressed passed purchasing the ****** ***** * ***. 

  I encountered issues while attempting to purchase the ****** ***** * because that's what I was told I had to purchase. Unfortunately, due to communication lapses and technical errors on Virgin's side, I was unable to complete the purchase at the advertised price.
  
  During this process, two managers ceased communication, leading to significant delays. By the time I reached a manager who could assist, the price of the ****** ***** * had increased. I have photographic evidence showing my attempts to complete the purchase, which were impeded by an error message, not by the item being out of stock. This evidence has been shared multiple times with the last case manager, who acknowledged the situation's unfairness. Please refer to your call recordings for verification.
  
  Furthermore, regarding the ****** ***** * ***, there were no indications on your app that it was available on a first-come, first-served basis or that quantities were limited. I have screenshots that confirm this lack of information.
  
  While I have accepted that I will not be able to obtain the ****** ***** * ***, I would still like to purchase the ****** ***** * at the original price I was trying to secure as shown in provided screenshots. I have provided comprehensive documentation to support my case.
  
  I appreciate your attention to this matter and look forward to a fair resolution.

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

  Business Response

  Date: 07/08/2024

  Hi ******,
  
  Thanks for taking the time to write back.
  
  Unfortunately our position remains unchanged. Plan
  pricing is subject to change without notice and device availability is on a first-come-first-serve
  basis.
  
  Our current pricing is shown on our site
  (*******************) and is updated with anything that’s currently on offer. 
  
  Check back often as plan and device pricing
  changes frequently.
  
  We are truly sorry if this has negatively impacted
  your experience with Virgin Plus.
  
  Should you have any questions or concerns, please
  do not hesitate to contact us ###-###-#### or *************************** –
  we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 08/08/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  Due to delays and lack of responses from your employees, I was unable to complete my purchase. This has significantly impacted my experience negatively.
  You notified me about me being able to get a phone, as evidenced by the screenshots I provided * ***** *** ***** *****
  *** ****** ********* *** **** ***** ***********, despite my willingness to pay extra to resolve it.
  ********* *** **** **** ******* ********** * ****** **** **** ********** ***** ** ******* ***** ** ******* ** **** *** ** ***** ******** ** *** ****** ***** * *** *** ***** ** **** *****
  However, due to a system error, I was unable to proceed.
  I called customer service immediately and spoke with a case manager, who unfortunately did not follow all the way through. 
  I would appreciate it if you could look into this issue further and provide a resolution as soon as possible.
  
  
  Sincerely,

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

• Initial Complaint

  Date:24/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just signed up with Virgin Plus for mobile services. I purchased a sim card for a $29/month plan that included unlimited messaging and calling and 20GB of data per month. My purchase was made due to the fact that the banner on their website said that if I shopped online the $60 connection fee was waived. This made me feel safe trying a new cell provider as if it did not work out I would only be out the $29 for one month. Imagine my surprise when the first bill arrived in my email inbox with the $60 connection fee on it. When I contacted Virgin Plus I was told that I actually had to pay the connection fee and that it would be refunded $10 per month for the next six months, which leaves me stuck with this company as a cell provider for 7 months total. **** ** *** **** ********** ************* ** ****** **** *** **** ********** ********** It states connection fee waived, not that a credit would be given over the next six months. ** * ***** **** *** ***** **** **** ***** *** *** *** ******** ** ** ***** **** * ******* *** *** *** ****** ** **** *** ****** ** **** ** ****** ** ******** *** ***** **** ************ ** ********* **** * **** **** ****** *** **** * ***** ***** ********* ** ** *** ***** ***** *** ** *** *** **** ********** *** *****

  Business Response

  Date: 26/07/2024

  Hi ****,
  
  Were sorry to hear about your
  negative experience regarding the billing of your service, ###-###-####.
  
  To show our apologies for any inconvenience you may
  have been caused, we have applied a credit toward your next bill that is equal
  to the Service connection fee billed to your July 1, 2024 invoice.
  
  This credit totals $67.20, tax included and will be itemized
  on your upcoming invoice, dated August 1, 2024.
  
  We are truly sorry if this has negatively impacted
  your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:24/07/2024

  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 ********’s phone broke last year in 2023. Her old phone was in my name. My ******** ******* went to *** ****** ** town and purchased a new phone and signed contract and somehow it’s billed in my name. **** ** *****. I called July 1st to separate bills. The manager ********** told me I would have to pay bill in full in order for her to change the bill. I told her it’s not my bill. I didn’t sign contract. She asked if I had proof. I told her then shut off both phones so I don’t get another 400 a month charge. *********** told me she would charge me a cancellation fee of 1800 for termination of contract. I told
  Her I didn’t sign contract and if I could speak to her superstar. She gave a a number for Ty r executive complaint department. I called July 2 and called executive complain department. Again I was told I need to pay bill before they can do anything. I told them I already paid through my back the 400. The executive complaint department told me to wait 3 business days to get payment then they can help me. Why do I have to wait 3 days?? My ******** didn’t need me to be there for her to sing a contest and bill it to me!!!! ****** ******** *** ********* ** ******** **** **** *** ****** ***** * **** *** ***** * ******** ** **** ******** ** **** ***** This bill is not mine and I should not have to pay. ****** ***** *** ***** **** **** *** ******* **** ********** ** *** * **** ******* *** ****** ** ***** ******* ***** ********** * **** ***** **** ****** *** ** *** *** *** ***** ** ****** *** ** ********* *** ***** *** ***** **********

  Business Response

  Date: 26/07/2024

  Hi ******,
  
  Were sorry to hear about your
  negative experience regarding the billing of your account *********, which has
  two mobility an a home internet service under your name.
  
  We are disappointed to hear that your experience with
  our service recently had been less than stellar and that you were not able to
  find resolution when calling our team.
  
  We appreciate the detail you have been able to provide
  us. This feedback will be retained while we review the interactions you had
  with our team recently. We want to be sure any shortcomings can be addressed to
  improve the experience for yourself and all other members of Virgin Plus.
  
  To preform a
  Transfer of Responsibility, the account holder must authorize the person taking
  over the account by calling our Customer Care team at ###-###-####. Once that
  is complete, the person taking over the account must call Customer Care to open
  a new account to migrate the service. Please
  note, to complete a Transfer of Responsibility, the account must be active for more
  than 6 months and in good standing.
  
  Once
  authorized, the future owner must:
  
  Be of legal age (18 in AB, MB, ON, PEI, QC, SK ; 19 all other provinces)
  Complete a credit check (2 pieces of ID are required to complete credit evaluation)
  Accept the existing Membership Agreement
  
  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:23/07/2024

  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.

  Good afternoon,
  
  I have install home Internet December 18, 2023 and gave them a deposit of 200$ by credit card.
  I have been calling them for the last 2 months and they still refused to reimburse me. The last time I called Virgin in June and July 4, 2024.
  
  **** ********

  Business Response

  Date: 26/07/2024

  Hi ****,
  
  Were sorry to hear about your
  negative experience regarding the billing of your home internet account.
  
  When reviewing your account,
  we can see that the $200 Security Deposit was released to your account as a
  credit on June 22, 2024.
  
  This credit will remain on
  your account and pay for upcoming bills until funds are exhausted.
  
  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: 29/07/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: They toll me after 6 months they will reimburse me the total amount of $200 by check. Now, I'm moving on August 31, 2024, and there will be a balance owing to me of $102.63. 
  
  
  
  Sincerely,
  
  
  
  **** ********

  ###-###-####

  Business Response

  Date: 07/08/2024

  Hi ****,
  
  Thanks for taking the time to write back.
  
  Deposits are released to the account to pay for  upcoming bills until funds are exhausted.
  
  When reviewing your account, we can see that you
  have requested cancellation of your service, once cancelled, any remaining
  credit balance will be refunded to you in form of a cheque.
  
  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: 11/08/2024

  
  
  Better Business Bureau:

  I called Virgin Plus, I was moving and they can cancel my service for August 19, 2024. Hopefully they will reimbursed me the amount of $154.00 by cheque. I have changed my address as they toll me to do into my account. 

  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. But, after cancelling my sevice at Virgin Plus, non stop start calling me why and the reason I cancel my service. I toll them to stop calling me,  and still continued...
  
  
  
  Sincerely,
  
  
  
  **** ********

• Initial Complaint

  Date:16/07/2024

  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.

  Account No.: ********* / Phone No.: ************
  
  Here’s a refined version of your complaint letter to the BBB:
  
  Dear Better Business Bureau,
  
  I am writing to formally lodge a complaint against Virgin Plus regarding an issue with my mobile plan.
  
  When I enrolled in a Virgin Plus mobile plan last Christmas, the original agreement stipulated a monthly charge of $34.43 plus tax. However, less than 7 months after enrollment, Virgin Plus secretly increased the price to $39.43 plus tax, marking an increase of over 15%.
  
  At no point was I given adequate notice about this price hike. As a consumer, I never consented to this change or the possibility of a price increase, and was deprived of my right to challenge or even be informed about such a major and impactful decision. Furthermore, no valid reason was provided for the price increase.
  
  ** ** ********* ******** ****** ****** ******* *** *********** ********* ******* ********* ** ****** ****** **** *** ********* ******* ** ** *** ** **** ********* *** ************ ****** ***** ** **** *** ***** ****** ** ********* ** ******* ***** ***** ****** ***** ** *** ******** 
  I request that the BBB investigate this matter and take appropriate action to ensure that Virgin Plus adheres to fair business practices and respects consumer rights. * ***** **** ** ***** ** ****** ** *** ***** ** ***** ****** ********** ******** *** ****** ******* ** ***** ****** ******* ******* ****** ****.
  
  Thank you for your kind attention to this matter!

  Business Response

  Date: 17/07/2024

  Hey ***,

  We are truly
  sorry to hear about your negative experience regarding the billing of your service
  ###-###-####.
  

  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 *************************,
  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 ***********************. By taking no action, you accept the change.  If you want
  to refuse the change, your remedy is to cancel the impacted Virgin Plus
  Service. 
  

  To confirm, you
  were notified of a price change for your services in notices on your April 2024
  bill, to take effect on your June 2024 bill. This is confirmed in your April
  2024 bill ***** ********* ** **** ******* **** ******* ****** ** **************************** *** *** **** ******** *** **** ********
  

  Your terms of Service ******* ********* ** **** ******* ****** ** ****************************
  allow for pricing changes, so long as you are notified of them before they
  begin.  ** **** ******** *** ******** ***** ** ******* *** **** ******** 
  

  The
  Terms of Service have also provided you with instructions to follow if you want
  to refuse a change, like the price increase that was applied to your service.
  If you want to cancel your service as your remedy to refuse the price increase,
  just let us know and we can provide further instructions on that topic.
  

  Although we
  understand your dissatisfaction with the price increase, as we have confirmed
  that we have fulfilled our obligations to you with
  respect to your price increase and the notification you were provided prior to
  it occurring, we consider this matter resolved.
  

  Should you
  have any questions or concerns, please let us know.  Otherwise, please
  reply to this email to confirm the complaint has been resolved *** ** **** ****** *** **** ** *** *****
  

  Best Regards,
  

  Virgin Plus

  Customer Answer

  Date: 19/07/2024

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

  Thank you for the opportunity to review Virgin Plus’s response regarding the recent price increase of my mobile plan.
  
  
  While we appreciate the insights provided by Virgin Plus and acknowledge that their notification likely meets the minimum legal requirements, from the perspective of consumer fairness and rights, this approach infringes upon the consumers’ right to be properly informed. Virgin Plus could have employed multiple and repeated notifications through phone calls, setting clear expectations during sales, sending emails and SMS messages, and providing sufficient reasons, seeking consumer consent, or offering different options. Instead, the company failed to adequately discuss the possibility of price increases when selling the product, opting for a sneaky approach to implement a significant price hike (over 15%), and burying the notification in a corner of the bill.
  
  
  Given the high inflation and busy lives of young people today, does Virgin Plus really expect consumers to scrutinize the fine print in the corner of their bills rather than pay the bill and move on to their next task? Furthermore, Virgin Plus’s response lacks sufficient ******* and ********, and is not even to concede the slightest when it comes to their profit magins. They did not offer any genuine gesture in the way of solving the uninformed and unconsented price hike to address my dissatisfaction.
  
  
  Regrettably, I must reject Virgin Plus’s response. * **** *** *** ** ******** ******* ******* **** ** ***** ********* ***** ****** ********* ****** ****** *************** ** ******* *********** *** ** ********** ******** ******* This will help curb arbitrary price hikes, prevent collusion among operators, and address the exorbitant telecommunication costs in Canada, creating a fairer and more reasonable mobile plan environment for Canadian consumers.
  
  
  Thank you for your continued attention to this matter.

  
  
  Sincerely,
  
  
  
  *** ***

  Business Response

  Date: 07/08/2024

  Hi ***,
  
  We regret hearing your disagreement with our explanation
  of the price increase to your service and the notice you were provided prior to
  it taking effect.  When topics of this
  nature come up, our duty is to make sure we’ve fulfilled our obligations to
  you, specifically by acting within the limits of the Terms of Service you
  accepted to activate with Virgin.
  
  We thank you for you feedback and are truly sorry
  if this has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 11/08/2024

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

   

  Thank you for addressing my concerns regarding Virgin Plus’s recent price increase.
  
  
  1.Lack of Adequate Notice: Virgin Plus failed to notify me through more direct channels like email or phone, choosing instead to hide the notification within a bill’s fine print. This method does not meet the standard of adequate notice expected by customers.
  2.Obscure Terms: The terms allowing for such price increases were buried in complex legal documents, not clearly communicated during the sales process. As a consumer, I expect full transparency about any potential changes in pricing before committing to a service.
  3.Unjustified Increase: The increase of up to 20% was implemented without user's right to know, right of choice, or even backed by a reasonable explanation ***** **** **** ********* *****. Virgin Plus has not provided any justification for this substantial hike, ******* ********* **** * *********** ********* ****** ******* ************* ****** ** ******* *************
  
  
  Given these points, I believe Virgin Plus’s actions were inappropriate and did not align with fair business practices. I would appreciate Virgin Plus providing a more detailed explanation of the cost increase and considering compensatory measures to acknowledge the inconvenience caused to loyal customers like myself.
  
  
  I hope Virgin Plus will take this feedback seriously and strive to improve their customer communication and pricing strategies.
  
  
  Thank you for your assistance in this matter.

  
  
  
  Sincerely,
  
  
  
  *** ***

• Initial Complaint

  Date:12/06/2024

  Type:Order 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 told them many times I do not have access to this account as it belongs to my ex boyfriend but the account is under my name. I live in a completely different city and have my own phone plan.
  
  I requested this account be closed back in march when the balance was paid as they would not let me close the account until it was paid. Payment from my ex boyfriend was made in April for the full amount and the account was not closed as requested.
  
  I never received any calls or warnings about the balance so I was under the impression it was closed. I got a call this month saying I have a $937.32 balance and I will be sent to collections. I get calls daily from debt collectors when I have no access to this account and all it has is my name and back up number. It has all his banking etc.
  
  I requested a manager call me back to let me know about my request to cancel back in march as I requested them to listen to the calls. I was told I would hear back Monday the 10th of June and I did not.
  
  This business is **** ************** in helping me solve a very expensive issue that could have been avoided if they honored my request. * *** **** ** **** **** *** ********* ****** ** **** ** ******* ****** *** ** ***** *********** 
  I still have not heard back from anyone regarding this.
  
  If they had kept my request and closed the account there would be no balance to be left to me to pay when it’s not my account. They have put in no effort to help me fix this. They did not put any effort into warning me about an extreme jump in the balance they simply left it until it had to be paid and was overdue when they know for a fact due to my previous calls and notes from agents that I don’t have access to this account. They simply left it to pressure me into paying it when it is at a high balance instead of warning me or warning him as it’s not my account.
  
  I have even asked for an invoice days ago and still have not received one so it’s just their word that I have to pay this, I have no proof.

  Business Response

  Date: 13/06/2024

  Hi **********
  
  We are sorry to hear about your negative experience
  regarding the billing of your account.
  
  We have ******** your past 5 invoices to this correspondence
  for your review.
  
  To make payment, please
  follow the steps outlined at *************************************************** or simply call us at ###-###-####.
  
  We are truly sorry if this
  has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 13/06/2024

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

  this response completely disregards what I have said. I told them to cancel this account back in April when a payment was made which put the account balance to $0. They did not and now they expect me to pay $976.13 in overcharges because they did not cancel this. They didn’t even tell me there was an overcharge. I have told them many times this is not my account I do not have access to it therefore I cannot make a payment as it is not my account to pay. My ex used my information and I have told them that many times. I told them to cancel this account when it was paid off and they did not. **** **** **** ** ** ***** ** ***** ** *********** *** **** ** * *** * ****** ** *** ** ****** **** * *** * **** **** *** **** ********* ******* ** ** *** **** ** ******* ** * *** ** ******** ** ** *** *** **** ********** 

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

  Business Response

  Date: 11/07/2024

  Hi **********
  
  Thanks for providing the additional details.
  
  Unfortunately our position remains unchanged, no
  transfer of responsibility was preformed and the account remained active, under
  your name until June 5, 2024.
  
  To make payment, please follow the steps outlined
  at *************************************************** or simply call us at
  ###-###-####.
  
  We are truly sorry if this has negatively impacted
  your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:10/06/2024

  Type:Order 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.

  My contract explicitly states my mobile charge would be $45 for my line *** *** *** ** *****. My service went from $45 to $51 *** **** *** ** *** *** ** **** without any notification. I haven't changed anything and still have the contracts stating the original prices. I'd like for Virgin to honour the original contract.

  Business Response

  Date: 12/06/2024

  Hi *******,
  
  We are sorry to hear about your negative experience regarding
  the billing of your services.
  
  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 *************************, 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 ***********************. By taking no action, you accept the change.  If you want to refuse the change, your remedy
  is to cancel the impacted Virgin Plus Service. 
  
  We confirm that you were notified of the price changes
  for both your services with a notice on Page 3/5 and Page 5/5 of your April
  2024 bill, to take effect on your June 2021 bill.
  
  As
  we have confirmed that we have provided you with at least 30 calendar days' prior notice in
  writing of the monthly fee increases of your price plan, we consider this
  matter resolved. 
  
  Should you have any questions or concerns, please do not hesitate
  to contact us – we’re here to help!
  
  Best Regards,

  Virgin Plus

  Customer Answer

  Date: 12/06/2024

  
  
  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. They also offered a different solution through chat. It's all good.
  
  
  
  Sincerely,
  
  
  
  ******* ********

• Initial Complaint

  Date:29/05/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I signed up with Virgin Plus internet for 300 mbps for $50 a month starting May 1, 2024. I got an email on May 24, 2024 offering me an even better deal (300 mbps for $40 a month). I read the entire email to ensure I could get this deal and the email said to call a phone number. So I called them and asked to sign up for the cheaper offer. But over the phone Virgin rep told me this offer is for new clients only. Which isn't written anywhere in the email. Nowhere does it say this offer is for new clients only. I read the entire email. They wrote to me offering me a better and lower price for the same deal and I want them to honor the price and deal they offered to me in writing **** ***********.

  Business Response

  Date: 29/05/2024

  Hi ****** 
  
  We are sorry to hear there had been some confusion about an email advertisement
  you’d received about an Internet service.
  
  The email copy you shared includes a link that says “See offer details”
  
  When clicking the “see offer details” link it specifies “Available
  to new Virgin Plus Members”.
  
  If you have any other questions about the eligibility of any
  advertised offer for Virgin services, please contact Virgin Plus directly.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 29/05/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you *** that its for new clients only. Why do you send emails to current clients when you can't honor them? I read the entire email and it said nothing about new clients. You *** this detail in your terms of service that I have to click and find and read small fine print to learn - **** ** ********** *** ********** You should honor what you've sent to me *** ****** ******* ******* ******** 

  I expect you to honor the deal you've sent to me at $40 per month, as indicated in your email , otherwise I will consider terminating my service with you completely.

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

  Business Response

  Date: 31/05/2024

  Hi ******,
  
  Thanks for taking the time to provide additional
  feedback.
  
  Unfortunately, our position remains unchanged. The email copy you shared includes a link that says
  “See offer details”. When clicking the “see offer details” link it
  specifies “Available to new Virgin Plus Members” only.
  
  If you have any other questions about the
  eligibility of any advertised offer for Virgin services, please contact Virgin
  Plus directly.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 01/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because you refuse to take any ownership in your poor and misleading marketing. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

• Initial Complaint

  Date:23/05/2024

  Type:Product 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 “ Upgraded” My phone to a pre-loved phone And I received a broken phone. I called about this multiple times to get this issue rectified *** * *** ******* ** *** ****** ** ******** **** ********* ****** **** * ***** *** ***** ******* I told them that I would not be paying for this phone, and I asked them to try to get this resolved by sending the phone back and getting a replacement, etc But they would not help me. I told him I would not be paying for this product, And I told them to cancel my account. **** ****** **** ** ***** **** **** **** ***** *** **** **** **** ** * ****** ******* ** **** **** * ******** ******** ** **** **** *****. Now they sent me to collections and are trying to say that I owe them this money, Even though I offered many many times to send the phone back to them.

  Business Response

  Date: 27/05/2024

  Hi ******,
  
  Were sorry to hear about your negative experience regarding
  your certified pre-loved device.
  
  We would love to review your account to ensure that
  your feedback has been noted and help find resolution where possible, however,
  we need to know a little more detail.
  
  Can you please reply to this email and include your Virgin
  Plus phone number and account number?
  
  The number provided to the BBB is incomplete.
  
  Awaiting your reply,

  Virgin Plus

  Customer Answer

  Date: 27/05/2024

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

   

  I don’t know the account number, but the phone number was ###-###-####. I can be emailed at ******************. 
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 27/05/2024

  Hi ******
  
  Thanks for sharing this phone number.  We were able to use it to locate the account you’ve
  referenced.
  
  Checking the account, we can see that you ordered and activated a new
  device with your service in August of 2023. 
  Your payments toward this service ceased in September of 2023 causing
  Virgin to pursue collections activities for your outstanding balance owed after
  this. The service was later cancelled at your request in January of 2024 where
  it had an accumulated outstanding balance owed at that time.  Early Termination Fees relating to the
  contract term you’d accepted in August 2023 were applied to your Final Bill following
  your service cancellation.  These Early
  Termination Fees were added to your existing unpaid and overdue balance.
  
  Virgins policy for returns is outlined on the Membership Agreement you’d
  agreed to and were provided with your order. 
  The return conditions were listed as follows:
  
  
  You may return or exchange your Device within 15 days from the Commitment Period start date (30 days if you self-identify with a disability) where you purchased it in 'like new' condition with its packaging. We will refuse your Device if usage is excessive **** *** *********** *** *******. Service charges before the return will apply
  
  
  There is no record of you requesting to return your ordered and accepted
  equipment during its eligible 15 day return timeframe.  For this reason, a return of the equipment
  you ordered and activated in August of 2023 will not be considered.
  
  The outstanding balance owed on your cancelled account is viewed to be
  accurate as it reflects your unpaid balance owed for your use of the service
  and the appropriate Early Termination Fees for equipment you’d ordered and
  activated in August of 2023 without fulfilling the 24 month commitment term associated
  with that equipment.
  
  To make or report payment for your overdue balance, please contact the
  agency assigned to collect your balance owed by calling ###-###-####.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 28/05/2024

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

  I understand the 15 days, but as I spoke to many of your employees, the issues with my phone did not start until after this period had passed. I informed multiple of your employees. * *** ******* ** *** ********* ** ******** ********* ** **** ******** *** **** ** **** ***** 
  

  I tried to resolve many times with your company to get this broken device either exchanged or returned to you guys. Not a single person would work with me. * *** * ***** ******** ** ***** *** **** **** ***** *** **** ** *********** 
  

  Like I said, I have no problem with paying for that balance, but I will not be paying for that device. You can send me the address of which I can return this Or I will just find one myself, But I will not be keeping nor paying for that phone. I don’t accept any other resolution. 

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

  Business Response

  Date: 29/05/2024

  Hi ******
  
  Our position remains unchanged. 
  Your requests to return your phone occurred far beyond the allowable
  return timeframe.  A return of a device
  exceeding its allowable return timeframe will not be considered.
  
  Any shipment of your equipment to any address would be done at your own
  expense and at your own volition.  Any action
  by you to ship your phone would not alter your responsibility to pay the full
  outstanding and overdue balance for your cancelled service, including costs related to that equipment.  Be advised that Virgin is not and has not
  asked you to make a return of your equipment. 
  To the contrary, you have been informed that Virgin will not accept your
  return outside of the allowable return timeframe.
  
  You will remain responsible for the full outstanding balance due for
  your cancelled service.  To make or report payment for your overdue balance, please
  contact the agency assigned to collect your balance owed by calling ###-###-####.
  

  Take care,
  Virgin Plus

  Customer Answer

  Date: 30/05/2024

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

   

  virgin has a one year warranty on all certified pre loved devices. This time has yet to pass. I informed many of your employees the issue I was experiencing and was told it was most likely a manufacturing defect yet no further action to get the device returned for a “comparable model” as advertised on your website. I was told by more than one employee that I could return the device, ** **** ********* ** *****. 
  

  As I stated in my previous email, I will not be paying for the device as I cannot sell this to get the money to pay for it, nor should I have to. It’s your responsibility as a company to make sure you are sending out products that hold up to a certain standard especially with the claims that you do. I am willing to pay the amount minus the cost of the device but I will not be paying for anything more than that.

   

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

  Business Response

  Date: 31/05/2024

  Hi ******,
  
  Our position remains unchanged. Your requests
  to return your phone occurred far beyond the allowable return timeframe. A
  return of a device exceeding its allowable return timeframe will not be
  considered.
  
  Your account will remain responsible for the full
  outstanding balance due for your cancelled service. To make or report payment
  for your overdue balance, please contact the agency assigned to collect your
  balance owed by calling ###-###-####.
  
  Take care,
  
  Virgin Plus

  Customer Answer

  Date: 31/05/2024

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

  my request to return the device was not past the acceptable timeframe and is still not past the acceptable timeframe. It is 12 months for manufacture defects as I stated in my last message. *** *** ******** ** *********** **** ***** ** ** **** *** ******** The issues I have had with the device are most likely software or hardware issues that is covered by a manufacturer defect so I am still within my right to claim that this be replaced or sent back, as I am still under the 12 month period ** *** *** *** ** *** ******** *********** 
  

  I will not be paying for this device because your company refuses to stand by your own contract.
  
  
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 31/05/2024

  Hi BBB,
  
  Our position remains unchanged. The customers requests to return your phone occurred far beyond the allowable return timeframe. 

  The customer is responsible for the full outstanding balance due on their cancelled account.

  They are able to make or report a payment by contacting the agency assigned to collect the balance owed at ###-###-####.

  Take care,
  
  Virgin Plus

  Customer Answer

  Date: 14/06/2024

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  I did not decline I simply said I cannot send for repair as I am a manager and require a device. I asked if I could be sent a replacement and send the broken device back and was refused.

   

  i tried to get this fixed way before I had to cancel my services. That is on your company, not me. I will not be paying for this device 
  
  Sincerely,
  
  
  
  ****** *****

  Business Response

  Date: 11/07/2024

  Hello BBB,

  Virgin's position remains unchanged.
  
  Yes, all Certified Pre-loved phones come with a 1-year limited warranty from Virgin Plus. This warranty covers manufacturer’s defects for 1 year. The warranty does not cover physical or liquid damage and is only valid while the account is active.
  
  Heads up: Some Certified Pre-loved phones may be covered by what remains of the original manufacturer’s limited warranty. To find out how much time remains (if any) on the Certified Pre-loved Apple device, the customer can visit *************************************
  
  Our records indicate confirm that the customer was offered to send their device in for repair and declined.
  
  If anything else is needed for this file, please let us know.
  
  Kind regards,
  
  Virgin Plus