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

  2940 King George Blvd Surrey, BC V4P 0E4

• 

  Virgin Plus

  4567 Lougheed Hwy Burnaby, BC V5C 2Z6

• 

  Virgin Plus

  526 W Broadway Vancouver, BC V5Z 1E9

• 

  Virgin Plus

  509 Bayfield St. Barrie, ON L4M 4Z8

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: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

• Initial Complaint

  Date:13/05/2024

  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 got Virgin Plus internet with 5Mps service installed, I had it for 7-8days and cancelled because the best speed ****** **** ************ to deliver to my home was 2.1Mps. So I cancelled the service and got another providers service for the same price but it’s 50Mps. Virgin has charged me $216.96 for 8 days a horribly slow (much slower than promised and advertised speed). I would expect the installation charge to be waved or reduced based on the fact of the terrible service provided and the fact that I didn’t have the service for a month just 8days, how can they justify charging me for a months full charge of service? * ** ********* ******** ***** ********** ** * ******** ****** **** **** ** *** ***** **** ** *** ** * ****** ** * ****** **** ** ******* **** *********** ****** *** **** ** **** **** ****** * ** ********** ************ **** ****** I was told when I setup the service are now not being honoured like free installation, and when I called to cancel I was told that I would not be charged for the whole month just a partial charge for the 8 days. ****** *** ******* **** ****** ****** *** ***** ** ***** ********** ***** *** *** I look forward to hearing a response from Virgin that is reasonable and fair before I decide what to do about my two cell phones that I currently have with them.

  Business Response

  Date: 13/05/2024

  Hi *****
  
  We are sorry to hear about your negative experience with the billing of your cancelled Internet service.
  
  When we checked your account we were able to confirm your internet service is cancelled as you intended aswell as seeing the billed charge you referenced.
  
  To remedy your dispute, we have credited the charge for the Internet service shown on your May bill in full.  You will see this full credit on the next bill that you receive from us.
  
  Should you have any other questions about your cancelled internet service, or, any of your other services, just give us a ring at ###-###-####.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus
  
  

  Customer Answer

  Date: 13/05/2024

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

• Initial Complaint

  Date:26/02/2024

  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.

  I recently received an offer from ******* ****** to come back, offering a plan with 50GB of CAN/US calling and data for $29, or $25 if I bring my own phone. That same day, on February 15, 2024, I contacted you via 611 to see if you can match this offer. In 13 minutes and 37 seconds on the phone, I was offered a plan for $39.99 with 60GB, which I accepted, but I requested to be contacted by the executive office as I felt the offer should be improved to better match *******'s $25 deal. However, I never received a callback, even though the agent, who claimed to be a retention agent for Virgin Mobile in Canada, assured me that I would and she assured me that she switched the plan to the 'loyalty plan'. I have yesterday received a bill from Virgin which for some reason is sent to me via text, not email, that did not reflect the change to the agreed-upon plan. When I called today to address this, the conversation was difficult due to background noise from the agent's end. When I asked to be transferred to a supervisor, the person I was connected to did not seem to understand my question and did not focus on my issue, ******* ****** ** ****** ***** *** ******* Given this poor service experience *** ***** **** *** ******* from Virgin Mobile, I am considering switching providers. Can Virgin Mobile address this issue and make amends for the misinformation and inconvenience I have experienced? ****** ******

  Business Response

  Date: 20/03/2024

  Hello ******
  
  We are sorry to hear about your negative experience.
  
  Checking your account, we can see that Virgin has made multiple attempts to contact you following this complaints submission to BBB.
  
  To get in touch with Virgin, please use the options shown at *************************.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:21/02/2024

  Type:Customer Service 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.

  I would like to express my disappointment on the virgin plus customer service I received today. I had been following up for my referral bonuses since last November and one of the escalated care manager Sam told me I would receive the credits on next billing cycle after couple following calls 2 months later, I still do not see the credits bill so I called again today. Spent over an hour and the other escalated case manager couldn’t provide a satisfied answer. At first he told me I was not eligible for the referral credits because I didn’t signed up for the referral program even I told him I received the emails showing my friends used my referral link and also show successful on the referral dashboard. And then he told me it was because of my plan was not eligible. I even read the team and condition on your website (****************) to him and asked him in which line that shows my plan was not eligible and he couldn’t explain. And the end, all he could tell me was in his system it shows my referral was invalid and will not provide further explanation nor investigation.

  Business Response

  Date: 22/02/2024

  Hey there *****,
  
  We are truly sorry to hear about your negative experience with Virgin Plus regarding your Refer a Friend credits.
  
  When reviewing your account, we see that you reached out to our Executive Office team to address your concerns after you had sent this note our way.
  
  To confirm, after your conversation with our Executive Office team on February 20, 2024, they escalated your concern and noted they would call you back with more information once they have it.
  
  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: 02/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: no response from virgin at all even follow up email had sent to executive office 
  
  Sincerely,
  
  ***** **

• Initial Complaint

  Date:02/02/2024

  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.

  I had inquired about having Virgin Internet installed in my home. I was told that there were no current lines run into my home and that I’d have to pay to have them run so a week after inquiring I cancelled and told them I’d have to get it elsewhere. They billed me and told me I’d have to pay for the month. I do not even have a modem! Then this week I received a letter telling me I owe them $358 from a **** law office. I called and the gentleman told me to pay. I asked if he’d pay at a grocery store and leave without any groceries? He then proceeded to tell me “I will ruin your credit report if you do not pay”. I am not paying for a service I never had. **** ** ** * ***** **** 

  Business Response

  Date: 05/02/2024

  Hello *****
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus service. 
  
  Can you please provide us with the account number of the Virgin Plus service you are disputing the billing of?
  
  Awaiting your reply,
  Virgin Plus 

  Customer Answer

  Date: 06/02/2024

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

  as requested by Virgin Plus here is all the  information linked to my accpunt 

  Virgin Plus Order # ********
  August 4, 2021
  
  
  Account # ************
  First bill August 14, 2021 
  Billed every month until February 15, 2022 when I called in to ask why I was being billed and cancelled a week after inquiring 

  Last week, January 27th I called the number on a letter I received stating it was a law office regarding this matter  **** ** *** * *** ******* ** ** * **** **** *** *********** *********** ********** *** ****** ****  the gentleman told me to pay, I refused to pay for a service I did not use *** ** ********** ** ***** ** ****** *******  

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

  Business Response

  Date: 15/02/2024

  Hi *****
  
  Failing to pay an overdue balance will impact your credit report – that is a fact, *** * *******
  
  This complaint and the account you mentioned was included in your prior BBB complaint ******* which had been closed in February of 2022.
  
  Virgins position remains unchanged from that which was provided in response to your prior BBB complaint *******.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 22/02/2024

  
  Complaint: ********
  
  I am rejecting this response because: a lawyer has already contacted you regarding this and it was dealt with. I will not be paying any account that was not active. I did not have service with you and therefore will not be paying you anything. * ******** *** **** *** *** ** *** ** **** * ******* *** ***** ** ******* **** ** *** *********** *** ***** **** ** **** **** ** ** **** ****** 
  
  Sincerely,
  
  ***** ******

  Business Response

  Date: 01/03/2024

  Hi *****,
  
  Virgin’s position remains unchanged. Topics of this dispute was provided in response to your prior BBB complaint *******
  
  Should you have any new questions or concerns, please do not hesitate to contact us ###-###-#### or *************************** – we’re here to help!
  
  Take care,
  
  Virgin Plus

  Customer Answer

  Date: 01/03/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  
  I have been asked for the name of an upper management level manager for my lawyer to AGAIN address this issue. You have done absolutely nothing to rectify this issue after he last communicated with you and the matter was suppose to have be resolved. I assume you get this name to me ASAP so he can get all paperwork sent over promptly 

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

• Initial Complaint

  Date:02/02/2024

  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.

  On January 19, 2023 I was charged 200 from virgin plus’s. I called customer service and told them I did not authorize the charge. The system made a mistake and accidentally charged me 200 dollars *** *** ****** * ** **** **** ** **** ** * ****** *** *****. I called customer service and told them they took 200 from my bank account. Virgin noticed the error. Virgin then proceeded to refund me but I have to wait 4 weeks! * ** ****** ** ***** *** * **** ******* ** **** * *** ** ****** ***** **** *** **** *** *** *** *** ***** ** *** **** *** ********* I am upset that they did this and now I have to wait almost a month for my money back. They will not even give me back the full amount. I had to change phone companies. This is the second time they accidentally took more money from my account. They did the same thing ealier last year. I tried to pay a bill and it charged me multiple times. I had to wait 4 weeks for my money back. I received an email confirming refund on September 4, 2023. I called on January 19, 2023 to be refunded. They have yet to provide refund confirmation email. So I asked to be refunded but I was not… * **** ******** ****** ** *** ******* ************ ******* * ********* * **** ******** * ****** **** ** ** **** ************ *** ** ****** ********   It’s unfair that they keep making be behind on bills! I will be leaving their company urgently but I deserve my money back and compensation!

  Business Response

  Date: 05/02/2024

  Hello ******
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus service.
  
  In your complaint you mention that Virgin took $200 from your bank that you had not authorized.
  
  When we checked your account, we were able to see that you had provided Virgin with a pre-authorized payment method (direct debit) on December 7 2023 and accepted the Terms for the pre[-auth payment method.  This includes allowing the full value of your bills to be charged to the pre-authorized payment method you setup.
  
  The next bill to follow your addition of the pre-authorized payment method that you’d setup was your January 2, 2024 bill.  The total of that bill was $207.89.  This is the exact amount that Virgin deducted from the pre-authorized payment method you’d provided for Virgin to use.  The pre-authorized payment of your January 2 bill had processed on January 20, 2024.  There is no error in this charge as it’s a pre-authorized payment method you’d provided Virgin and agreed that the full value of your bill would be charged to it.
  
  Since your last bill date, for which your pre-authorized payment method had paid the entire balance of - there was an additional payment of $73.99 that you’d provided to Virgin aswell as Virgin providing you a credit of $56.50.  The total value of these is $130.49 and would be a credit balance that’d otherwise carry onto your next bill.
  
  Instead of this credit balance carrying forward, we see that you requested Virgin to refund this credit balance on January 20, 2024.
  
  With respect to the timing to receive this refund – in the communication you’d shared it shows that the timeframe to receive a refund is expected to be 20 days.  The refund mentioned in this new complaint was created January 20 and its delivery method will be a cheque, mailed to the billing address on your account.  20 days have not yet passed.  Please remain patient while the previously mentioned processing time lapses for you to receive this refund.
  
  Should you have any other questions about the billing of your service, please contact Virgin Plus directly at ###-###-####.
  
  Kind regards,
  Virgin Plus 

  Customer Answer

  Date: 05/02/2024

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

  * ** ************ ******* *** *** ****** I did not request to be credited!! I was not supposed to be credited by you! I paid my entire balance and your system did not recognize my payments. So you pre-authorized me for December and January bill. Your system did not recognize my December payments. You charged me the incorrect amount and I’m disappointed that you are not taking accountability for it. 

   

  on the phone. I was told that my money will return in four weeks. Then I was told that my money will return after February 2nd. Now I am being told that I will receive a cheque? You guys are not giving me a valid refund date. 

   

  * **** ******** * **** ** *** ****** * ******** **** ****! One email confirms that my balance should be 0.00. So why was a charged 200? If my balance was supposed to be 0.00. 
  

  I am supposed to be refunded 207.00-73.00 Wich should equal 134.00. Additionally I was supposed to be refunded for the services I did not use since I cancelled my services with your company. That is an additional 50 plus dollars. 

  I want my money back urgently. I **** ***** ** *** *** *** *** *************** *** I hope bbb can assist me with suing your company for unauthorized charges. 

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

  Business Response

  Date: 09/02/2024

  Hello ******,
  
  Thanks for taking the time to write back.
  
  As previously mentioned, you had provided Virgin with a pre-authorized payment method (direct debit) on December 7 2023 and accepted the Terms for the pre-auth payment method.  This includes allowing the full value of your bills to be charged to the pre-authorized payment method you setup.
  
  The refund was created January 20, 2024 and its delivery method will be a cheque, mailed to the billing address on your account via ****** ***** 
  
  Please remain patient while the previously mentioned processing time lapses for you to receive this refund.
  
  Should you have any other questions about the billing of your service, please contact Virgin Plus directly at ###-###-####.
  
  Kind regards,
  Virgin Plus 

  Customer Answer

  Date: 15/02/2024

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

  I have already provided proof confirming my balance was 0.00. W*** *** **** *** ***** ** ********** ********** *** * **** **** ********* **** ******* ****** *** * ***** *** ******* ** **** *****. I find it funny that you will not admit to the error. * **** ********* *** ******** ********** ** ********
  

  it will be four weeks tomorrow and I did not receive anything from you. Please give me my money back! **** ** ********** **** 
  

  with proof confirming my balance and me not receiving my refund within the four week period.  * **** **** *** **** ******* ** ** *********** *** *** **** *** ********* *** **** ****** ** ** *****

  **** ****** *** ****** ** **** ****** *** ******** I hate the fact that I had to cancel from you but this is my second time you charged me a high amount. The first time it was over 300.00. * ***** **** ** ********
  

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

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

  Customer Answer

  Date: 04/03/2024

  I made a complaint before. Virgin system charged me an additional 130.00$ on January 20, 2024 Prior to February 20, 2024. A virgin executive called me and said if I don’t get my money by February 20,2024. To call back and have the money returned to my card using my pre-with debit Virgin mobile promised to give me my money back on February 20, 2023. I did not receive anything on that date. I called virgin and they said I had no choice but to wait until the end of the month! Today is the end of the month and I have nothing. I called again. I said please give me my money. They are trying to tell me I have to wait until April 2 ! I do not agree to this! Please honor what you tell me! I want my money back. * ** ******** ***** ** ***** ** ***** ****** * **** **** ** ***** **** **** ** ******* *** *** ******** **** *** You promised you will give it back in four weeks. * **** **** ****** *** ******

  Business Response

  Date: 05/03/2024

  Hello ******,
  
  Thanks for taking the time to write back.
  
  As previously mentioned, the refund was created January 20, 2024 and its delivery method was cheque, mailed via ****** ****.
  
  Our Refunds Team has confirmed that a cheque was mailed to you via ****** **** to the address on file:
  
  *** ****** **** **** *** ********* ** *** ***
  
  Should you have any other questions about the billing of your service, please contact Virgin Plus directly at ###-###-####.
  
  Kind regards,
  
  Virgin Plus 

• Initial Complaint

  Date:18/01/2024

  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.

  On September 5th 2023, I received a data overage warning on my cell phone. Just Three days later, on the 8th, I called Virgin customer service to change my plan from 12G of data to 45G. More than enough to cover the overages. I was advised by the agent the best wat to change my plan was VIA the phone App. When I attempted to do this, I was unable to access the plan he had described. So, I called back and the next agent changed my plan manually, for me. Both agents assured me that my plan would be backdated to the 5th in order to cover the overage and to DISREGARD THE OVERAGE WARNING. A few days later I received another data overage warning. So, I called back yet again to inquire what was happening. The agent told me that the change had not taken effect for some reason, and that they had now fixed it. Again, I was told this would be backdated to cover the overages and to disregard the overages notice. I was also told that everything would be balanced out on my next bill and they would waive the service change fee for my troubles. When I received my next bill I was mortified to receive an additional charge of $929.79 in Data overages, plus $90 in service change charges. This Totals $1031.49 including HST. Since that time I have spent NO LESS than 10 HOURS between phone calls and emails trying to get this resolved. *** ****** *** **** ********. Several agents told me I was correct but they couldn't help and transfer me off. I was finally referred to the escalations department and delt with a, Richard H. He continued to make this process extremally ********* *** unnecessarily difficult. It would be a simple matter for him to listen to my calls to hear that I am correct. He refuses to answer my questions clearly and as of yet, has only corrected 50% of the error. Now it seems he has cut off communication all together, as I have not received an answer to my last email sent a few weeks ago. * ***** **** **** ** * ******** ****** ** ***** ** ***** *** **** ***

  Business Response

  Date: 18/01/2024

  Hi *******
  
  We are sorry to hear about your negative experience with the billing of your Virgin service.  When checking your account we were able to see the data usage charges you’d referenced.
  
  In review we were also able to see that a series of changes had occurred in and around the time that the disputed charges had occurred with intent to accommodate your usage and prevent the overage from occurring.  It was also observed that prior to today, Virgins team had reduced the disputed data overage down to $500, plus tax.
  
  To remedy your dispute, we have credited the remaining $500 plus tax data overage from your September 2023 bill.  This adjustment will be reflected on your account immediately. 
  
  Should you have any other questions about your Virgin service or its billing, please reach Virgin directly at ###-###-####.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 24/01/2024

  
  Complaint: ********
  
  I am rejecting this response because: I am still receiving messages that my phone service will be cut off, and my Virgin account balance is incorrect . I have to still, call in and explain to an agent the situation to have service turned back on. My phone bill SHOULD be current. There are several late payment fees, interest fees, reconnection fees, ect. on my bill that were charged erroneously, as a result of the original overcharge.

  In addition, there is nothing offered to me, to even attempt to compensate me for my time, inconvenience *** ******. This was literally, hours and hours, of my time dealing with this issue for nearly 5 MONTHS! *** ****** *** *********** *** ************* Virgin is still doing the VERY LEAST it can possibly do, to correct the situation. Virgin should be offering me something to compensate me for my trouble's as well. I understand they don't have to,,, but if thy want to retain me as a customer they should. This is an FYI for them. 

  I would like somebody to please review my statements, as far back as the original mistake on the September 2023 statement, and credit me back any incidental overages caused by this error. And, some sort off compensation for the terrible experience. 

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

  Business Response

  Date: 26/01/2024

  Hello *******
  
  With respect to your billing and the late payment charges you’ve mentioned – In review of your account it has been observed that the last instance of a bill for your service being paid in-full/on-time was one year ago (January 2023).  All bills after have carried an overdue and unpaid balance forward.  For this reason, late payment charges or other affects of your persistent overdue balance are not found to be an error.
  
  We kindly ask that all overdue amounts owed for your service be paid as soon as possible to avoid further action to collect it.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 04/03/2024

  To whom it concerns, 
  
  The last letter I received from an anonymous individual at virgin was *** **** ******** **** ***** ** ******* that I have ever read in my life. It's no wonder the ********** person who wrote it did not have the courage to put their name to it.  ***** *** *** ******* ** * ******* *************
  
  In my last letter, I had asked Virgin to refund me the false charges placed on my account, such as late payment fees, going back until last August. This is the last time I received a correct bill, 6 MONTHS AGO! Its difficult to know what to pay when your bill is completely incorrect. Instead of doing what I requested, the agent at virgin took the time to criticize me for not paying some of my bills exactly on time even though they were clearly incorrect. D***** * **** **** ******** ** ********* *** ***** **** ***** *** ********** **** **** ***** ***** *** ***** *********** * ***** **** ** ** ***** ********* ********
  In addition, they stated that the late payment and interest fees were a result of charges carrying over from up to a year ago! Given that this individual stated they reviewed my account, then they would have seen that the last time I received a correct bill, August, my late payment charges were $2.07. And also therefore, would have to of know that the fees would have "rolled over as they stated," on to the the bills that were overcharging me. " I WOULD LOVE  TO SEE THE PERSONS MATH ON THEIR EXPLANATION! The fees I'm referring to, as I stated clearly, were applied after August and are obviously calculated on an erroneous amount! 
  
  Once again, I demand that Virgin:
  
  Refund all of the FLASE interest or late payment charges going back to last October.
  Provide me with a substantial credit to compensate me for the hours and hours and hours of time *** ****** * **** *********
  
  If the agent who receives this letter is also not capable of doing the basic math to calculate this, please let me know and I will do it for them. 
  
  Since virgin has clearly been aware of this these false charges for MONTHS now and have refused to refund them, **** ********* *** ******* *** **** **** ******** ******** ******** ** *** ***** ******

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

  Business Response

  Date: 04/03/2024

  Hello *******,
  
  Thank you for your feedback. Our position remains unchanged.
  
  Late payment charges or other affects of your persistent overdue balance are not found to be an error. We kindly ask that all overdue amounts owed for your service be paid as soon as possible to avoid further action to collect it.
  
  Kind regards,

  
  Virgin Plus

  Customer Answer

  Date: 08/03/2024

  
  Complaint: ********
  
  I am rejecting this response because: You have been charging me late payment fees on not paying the $1000 that was incorrectly billed to me. **** ** * *********. What is so hard for you to understand about this?

  Refund all of the late payment charges going back to last September immediately. then credit me for all my wasted time. ***** ** ** ****** **** ***** **** *** ** ** ***** ******* ******

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

  Business Response

  Date: 20/03/2024

  Hello *******,
  
  Thank you for your feedback. Our position remains unchanged.
  
  Late payment charges or other affects of your persistent overdue balance are not found to be an error. We kindly ask that all overdue amounts owed for your service be paid as soon as possible to avoid further action to collect it.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:17/01/2024

  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 purchased a mobile plan with Virgin Plus on Nov 24, 2023 (Blank Friday Promo $34/40GB). I never received my SIM card and I called back a week later and Virgin said my order got canceled and they do not know why. After transferring me multiple times they said they will order me another SIM card and honor the Black Friday Deal I got ($34/40GB). However when I received my SIM card I found they give me $45/40GB plan instead of the deal they promised. So I called back and they said they can't honor that deal. I called back multiple times and the issue got escalated and they said they will call me back (I never got call back). I never put on my new SIM card or activated my account because I don't want activate my service until the issue is resolved. However I started to receive bills and it seems Virgin activate my account since the date they sent me my new SIM card. So I called back and told the agent I don't want the service anymore as it's been too long and they are not resolving my issue. The agent told me that my account is not set up and I don't need to pay the bills as there's no plan on my account and my service is canceled. He also said someone will call me back but no one ever called me back. However I'm still receiving bills so I called back one last time to check what's going on on Jan 12, 2024. The agent is very rude and hang up on me and not helping me. As of today I'm still receiving bills for something I did not activate or even canceled. My credit score is effected due to these bills. I want my bill adjusted and credit score corrected. I also want the agent who hang up on me get proper training.

  Business Response

  Date: 18/01/2024

  Hi ********
  
  We are sorry to hear about your negative experience ordering a new service from Virgin Plus.
  
  When checking the account related to the order you mentioned, we see that you had been in contact with Virgin directly and as a result, it was cancelled effective January 12, 2024.
  
  To remedy your dispute, we have credited the outstanding balance in-full from you cancelled account associated with your disputed order.  With this credit applied, there is no longer a balance owed on the cancelled account and no payment will be required toward it.
  
  Should you have any other questions about your cancelled Virgin Plus service or its billing, please contact Virgin Plus directly at 1-888-999-2321.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 18/01/2024

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