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:10/10/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I just signed up to virgin a couple of months ago. Never been late on my bill and now it is showing 2 late payments on my credit report. I am absolutley horrified they have done this to me and want this corrected asap. I just switched over from ***** after being with them for almost 20 years. **** * ******** ******* * **** **** ***** **** **** **** company. I really need the better business bureau to help me with this please. I have ss of my payments since August which shows always on time. *** ***** **** ** *****

  Business Response

  Date: 12/10/2023

  Hey there ****
  
  We are sorry to hear about your negative experience with credit reporting.
  
  Checking the Virgin account shown in the screenshot you shared, we do not see that you’d contacted, nor given Virgin an opportunity to handle your dispute before presenting it to BBB directly.
  
  Please use the contact information shown at ******************contact to reach Virgin directly for help to address your dispute.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:22/09/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In July of this year, I upgraded my internet service to Virgin internet 100 unlimited. A service technician dropped by my house but after a few hours informed me that he would not be able to install the service as the phone line to my house would have to be upgraded first. As of today, the phone line has not been upgraded yet for the last 3 billing periods I have been billed the new rate of $90 a month. I spoke with 2 people about a month ago who told me that they would make the adjustment yet September's bill is again $90 for the upgraded service plan. My impression after speaking with their billing dept. is that they have no idea what the service dept does. They did not seem to know that I had not received the upgraded service. After speaking with the supervisor I was advised that they would adjust my bill. It is very frustrating speaking with them because they do not seem to communicate with their other departments. It seems like their practice is to bill their customers first with out ascertaining whether or not the service has been completed. I have continued to pay only the $60 for the service I am currently receiving and am $90 in arrears for the upgraded service they have charged me this month. I will try to resolve this again but fear I may have to change internet providers. Thanks, *** ******

  Business Response

  Date: 22/09/2023

  Hi ***,

  Were sorry to hear about your negative experience regarding the billing of your Home Internet account.
  

  After reviewing your account, we confirm that your home internet service, *** ******** has been on the Internet 25 - 200 GB for $50/month, plus tax plan since January 4, 2018.
  

  We can also confirm that your account currently has a $0 balance and is not in arrears.
  

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

  Kind regards,
  

  Virgin Plus

• Initial Complaint

  Date:20/09/2023

  Type:Billing Issues
  Status:

  UnresolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  In May of 2023 I switched my home internet plan from $45 for 100gbps to $35 for 300gbps. Every month since I have been over billed. I have called over half a dozen times to get it fixed but the CSRs keeps reassuring me that next month it will be fixed but it still has not been fixed. They do apply a credit after each of my calls to set me back to square. I have been told several times that I would get a goodwill gesture for all the inconveniences but also never transpires either. However, I am getting very fed up with have to waste hours each month calling to get them to fix the issue. I contacted them today to fix my August and September bill which they charged me $40 for. The CSR did not believe me that my plan was for $35/mth and actually asked me to show him the contract for that, which doesn't exist because it was a verbal contract. I had to tell him to look at all the corrections on my previous bills before he would issue me credits to set me back to square. Afterwards, he "assured" me that it will be fixed by my next bill. My next bill for October indicates that I will be charged $40 for my plan. I have no faith that they will get it fixed.

  Business Response

  Date: 22/09/2023

  Hi ******,

  Were sorry to hear about your negative experience regarding the billing of your Home Internet account.
  

  After review, we confirm that the $5/month Refer a Friend has been successfully applied to your account.
  

  This is confirmed on Page 2/2 of your September 2023 invoice, ***** ** ******** *** *** *********.
  

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

  Kind regards,
  

  Virgin Plus

  Customer Answer

  Date: 22/09/2023

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

  This response is exactly the issue I have with this company.  They do not listen and they do not learn.  My complaint had nothing to do with the referral credit and everything to do with the fact that they have overcharged me every month since I signed up for the new plan.  My bill should be $30+tax ($35 - $5 referral bonus). Yet I have been overcharged by varying amounts every month.  The next bill is set to be $35+tax ($40 - $5 referral bonus), which is still wrong.

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

• Initial Complaint

  Date:12/09/2023

  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.

  Virgin 2 yr contract with cell service. Virgin is not keeping their part of the contract agreement. The voicemail does not work. The press #1 to speak to an agent never works either. According to V. agents the reason is there is no Cell Tower in our area. If they cannot provide the agreed upon service then they should not expect customers to purchase this 2 year contract.

  Business Response

  Date: 13/09/2023

  Hi ****
  
  We are sorry to hear about the negative experience with your Virgin Plus services. 
  
  When checking your account we can see that you’ve been in touch with Virgin by phone today, September 13 to address the concerns you’ve mentioned.
  
  Should you have any other outstanding concerns about your services, please get in touch with us directly by calling 1-888-999-2321 or by using any of the contact methods shown at www.**********************
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 13/09/2023

  
  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:16/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  - There was an existing internet service under my father name - A new line was started under my name due to new customer promo for the same house address with ****** - as part of starting the new line, the old line was to be cancelled. however Virgin continue to DOUBLE charge, both myself for the active internet line, and my father for the inactive line - the new line was started January 10th 2022 - the ongoing unauthorized charges were discovered August 10th 2023. - virgin has been charging for internet ( Account number: ***********) that was suppose to be cancelled - Virgin mobile has been charging for 19 month 2022: 11 months: Total $776.93 2023: 8 months Total $587.60 Grand Total: $1364.63 requesting they refund the grand total plus 5% interest for the payment collection

  Business Response

  Date: 17/08/2023

  Hi *********,
  
  We are sorry to hear about your negative experience with Virgin Plus regarding your fathers account.
  
  When reviewing your fathers account, we can see that it was cancelled at your request on August 10, 2023. Unfortunately, there is no indication that a cancellation was requested at an earlier date.
  
  We can see that you have been in contact with our Executive Office team who has offered to credit 90 days or 3 months of charges as goodwill, should you wish to have this applied, please contact them directly at *********.******@virginplus.ca.
  
  Should you have any questions or concerns regarding your account, please do not hesitate to contact us *****************/contactus  – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 17/08/2023

  
  Complaint: ********
  
  hello, you are correct that I did send an email to the executive office. However there was no acknowledgement of my email . As for 3 months of refund does not make sense since I was not using the service. It's on your part to prove that it was not cancelled. Indeed a call was made to cancel, please check your records between both accounts, *********** and *********.

  Why have you been charging for a service that was never used? ****** *** *** ***** * **** ** **** ********* ******. I would like the full refund for the amount. 

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

  Business Response

  Date: 11/09/2023

  Hi *********,
  
  As previously mentioned, our Executive Office team has offered to credit 90 days or 3 months of charges as goodwill, should you wish to have this applied, please contact them directly at ****************@virginplus.ca.
  
  Should you have any questions or concerns regarding your account, please do not hesitate to contact us *****************/contactus  – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 15/09/2023

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

  I dont want you good will gesture, i want the full money we overpaid. You are already getting payment each month. Take responsibility for your mistake and refund us the money owed.
  
  Sincerely,
  
  ********* **************

  Business Response

  Date: 19/09/2023

  Hi *********,
  
  Thank you for the reply. Unfortunately, our position remains unchanged.
  
  There is no indication or evidence to suggest that cancellation of your fathers account was requested prior to August 10, 2023.
  
  As a gesture of goodwill for your negative experience, our Executive Office team has offered to credit 90 days or 3 months of charges, to have this applied please contact them directly at *********.******@virginplus.ca.
  
  When reviewing your account, ** ******* **** *** **** **** ***** * ********* **** *** **** * ************** ***** ******** ** **** **** ***** ******* **** ******** ****** *** ******** ********* ** ***** *** ******* ******
  Should you have any questions or concerns regarding your account, please do not hesitate to contact us *****************/contactus  – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 21/09/2023

  
  Complaint: ********
  
  Well  escalate this and stop sending me the same message without actually doing any work. Take some responsibility. I am already paying you with three other services, I will be cancelling all my services.  Not to mention we are already paying you through the secondary internet account that was activated for the same address. Why are you charging me for a service not render? if you look into your system you will see that original internet service for account  (***********) was not active once the switch was made to the new service line ********* . Why are you charging for a service that was not rendered? you have been ********* charging  for a service that was requested to be cancelled  for  ************** ************  ****** *** ******* ******** ** ********* ************** ********** *
  
  I am already paying you full price on another line for the same address ********* . take some responsibility and refund me the amount we are owed.  *** *********** *** ********* ** *********** *** **** ***** ** * **** **** **** ** ***** *** ****** ******** ** ******** ******
  Sincerely,
  
  ********* **************

  Business Response

  Date: 22/09/2023

  Hello *********
  
  Our position remains unchanged from that which was previously expressed.  **** ********* **** **** *** ********* ** **** ** ** **** ******* *** *********** ** ***** ********** *****
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:16/08/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  April 27th this year I completed a hardware upgrade at **** *** in Kingsway. I was offered a promotion that included a $200 bill credit that would be applied to my account after 2 billing cycles once I've complete the upgrade. I called into Virgin where this has been confirmed multiple times over the past few months. Recently I was asked to go to the **** *** store to have them call in on my behalf. While at the **** *** store the Virgin agent is now telling me that there will not be a bill credit even though. My account number: ********* Phone number: ************

  Business Response

  Date: 16/08/2023

  Hi *****
  
  We are sorry to hear about your negative experience with your Virgin Plus service.
  
  Checking the account number you mentioned, we can see that your disputed credit was settled on August 14.
  
  Should you have any other questions about your Virgin Plus service, please get in touch using the contact info shown at www.**********************
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:28/07/2023

  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 for Virgin Plus with my friend's referral in May. I followed all of the steps to make sure the referral went through. However, I haven't received the credit even after three bills. I contacted Virgin Plus but they kept saying I am ineligible for the referral. I am a new customer and both my friend and my Virgin Plus accounts are in good standing. I want to get the referral bonus back.

  Business Response

  Date: 28/07/2023

  Hello ***
  
  We are sorry to hear you had not been eligible to receive a referral discount for your Virgin Plus service.
  
  To redeem a referral use the unique link shared by your friend, redeem the offer (by entering your name and email address into the referral system) before you activate your service with Virgin Plus.
  
  Then, within 45 days of unlocking your offer, buy a phone or SIM card and activate on an in-market Value 2-year or BYOP mobile phone plan, Or activate an in-market Virgin Plus internet plan (internet referrals available in Ontario and Quebec only).
  
  After activation, you need to come back to the referral system and provide your new and active Virgin Plus phone number within 7 days.
  
  Heads up! If you are transferring an existing phone number from your previous provider, you cannot submit the temporary Virgin Plus phone number you may be given during the transfer process. If you submit the temporary Virgin Plus phone number, or submit your existing phone number before completing the transfer, the referral credits will not be authorized.
  
  Before submitting your phone number, ensure you complete your phone number transfer, and submit your new (permanent) phone number into the referral system.
  
  In 1-2 billing cycles, if all eligibility conditions are met, Virgin Plus will apply the first $5 bill credit to your account and to the account of the person who referred you. The subsequent $5 installments will be applied for the next 9 months, as long as the accounts remain open, active and eligible during that time.
  
  To check the status of your referral once a referral has been redeemed, you can track it in your dashboard by re-visiting virginplus.ca/refer on the same device and browser you registered with, or by clicking the dashboard link in your referral registration confirmation email.
  
  Once your eligibility is confirmed, we’ll send you an email to let you know and you will receive the first installment of your credit on your bill within 2-3 billing cycles. 
  
  If your referral did not meet eligibility requirements, it will be noted as “unsuccessful” in your dashboard.
  
  If you have any other questions about your Virgin Plus services or its billing, please reach us using any of the options shown at www.virginplus.ca/contact.
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 28/07/2023

  
  Complaint: ********
  
  I am rejecting this response because: I followed all of the steps but Virgin Plus is still not honoring the referral.  I would like my credit back.
  
  Sincerely,
  
  *** ****

  Business Response

  Date: 03/08/2023

  Hello ***,
  
  Thank you for providing the additional feedback.
  
  If your referral did not meet eligibility requirements, it will be noted as “unsuccessful” in your dashboard.
  
  If you have any other questions about your Virgin Plus services or its billing, please reach us using any of the options shown at www.virginplus.ca/contact.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:26/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I ordered a ***** ** on May 14, 2023 from Virgin Plus online acct # *********. I decided I didn't want a two year contract and On May 15 I contacted them and cancelled the order and made sure the phone wouldn't be shipped. I received two monthly invoices Jun22, Jul21 and called customer service to have them corrected. Spent 90 minutes to have these invoices reversed....to no avail. I finally spoke to a ********* in accounts today July 22 who said she'd add the comment to my account to have it cancelled. She was going to put me back into Virgin Plus cancellation department and routed the call to ****. I'm not a customer of Virgin Plus I cancelled the phone order on May 15...and assumed that they would cancel the monthly billing. My concern now is the affect this will have on my my credit rating. I think I've communicated my wishes however I'm afraid nobody at Virgin Plus can cancel these invoices for good.

  Business Response

  Date: 28/07/2023

  Hi ****
  
  Thanks for bringing this concern to our attention.  We are sorry to hear that your service was activated despite your request to have its order cancelled.
  
  We were able to confirm your request to have your order cancelled and that despite this, your service had still activated.  To remedy this, we have cancelled your service immediately and credited all charges it had incurred during the time it was active.
  
  With these steps taken, there is no longer any balance owed on your cancelled account.
  
  Should you have any other questions about your cancelled Virgin Plus service, please reach out to us directly using any of the options at www.virginplus.ca/contact.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:20/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Date is June 18 virgin plus send a text about a payment plan that I didn't agree to and also.send my account number to a phone number that's not on my account.

  Business Response

  Date: 21/07/2023

  Hello ****
  
  We are sorry to hear about your negative experience with the payment alert you received from Virgin.
  
  To help us better understand the scenario you’ve explained, can you please provide us with a copy of the exact message you received and where you received it (ie, to which email or phone number).
  
  Awaiting your reply,
  Virgin Plus

• Initial Complaint

  Date:06/07/2023

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On June 30th, 2023, I attempted to use the Virgin Plus app to pay my phone bill. My balance was $186 and change, and I attempted to pay $100 towards my bill. My first attempt to pay failed, with the app displaying an “Internal error” and prompting me to submit payment again. I did so, and was met once again with the same error. It turns out there was not, in fact, an error, and I was charged $100 twice. When I noticed I had a credit of $12 on my account, I checked my bank statement and confirmed the double charge. I contacted Virgin Plus support immediately, as I had only intended to pay $100 and due to an error on their end, I was out $200. The support agent understood my concern, and told me that she had went ahead and processed my refund. The previous credit on my account was removed and all seemed to be well. On July 4th I had not yet received my refund and contacted support once again to see how long it may take, as this error had left me with $0.13 in my account since June 30th and I was beginning to desperately need the money back. Upon looking into it further, the agent had lied to me on June 30th and a refund was never processed. Because it was July 4th, I had received my bill for June on July 1st. I was told by this agent that nothing could be done because I had an outstanding balance, and the $100 I was told would be refunded to me was put towards my July bill, despite the credit being removed from my account on June 30th. I escalated the situation to management where they repeated what I had already been told. It is not like I intended to pay $200 and just wanted my money back- this was a series of “errors” on the company’s end that ENCOURAGED customers to retry the payment. This is solely the fault of Virgin Plus. I then had to escalate my issue to my bank and dispute the charge, which will take 3-4 weeks to clear, so regardless I still have to figure out how to survive on $0.13.

  Business Response

  Date: 13/07/2023

  Hi ******,
  
  We are sorry to hear about your negative experience while making a payment to your Virgin Plus account.
  
  Reviewing your account, we can see that two separate payments of $100.00 were processed on June 30, 2023.
  
  These payments applied to your outstanding account balance of $333.35, leaving you with a balance owing of $133.35.
  
  Don’t forget, you can review your account, payments, balance, usage, update information, view and change your plan details through your self-serve profile at www.***********************.
  
  Should you have any questions or concerns, please do not hesitate to contact us www.*********************** – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 14/07/2023

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

  REGARDLESS of my account balance, the second payment was NOT authorized by myself. I was charged twice due to an error on the Virgin Mobile App. I was also **** to by the customer service representative, stating she had issued a refund. 

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

  Business Response

  Date: 17/07/2023

  Hi ******,
  
  Thanks for providing this additional feedback. Unfortunately, our position has not changed.
  
  While two separate payments of $100.00 were processed on June 30, 2023, they applied to your outstanding account balance of $333.35, leaving you with a balance owing of $133.35.
  
  Refunds can only be issued on credit balances. To make payment for your remaining balance on the acocunt please contact us www.*********************** or visit your self-serve profile at www.************************
  
  Kind regards,
  
  Virgin Plus