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

  4151 Hazelbridge Way Richmond, BC V6X 4J7

• 

  Virgin Plus

  4800 Kingsway Burnaby, BC V5H 4J2

• 

  Virgin Plus

  12885 80 Ave Surrey, BC V3W 0E6

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:12/06/2023

  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.

  On March 28th, I ordered a hardware upgrade online (two ****** ** ****, one for each of my lines). The order was incorrectly marked as fraud and was intercepted in shipping, then sent back to the warehouse. I spent dozens of hours over 2 weeks trying to correct this without success; multiple customer service agents gave conflicting information about the phones, the process, and what would happen next. Despite the phones having arrived at the warehouse (per *****), nobody at Virgin could find the phones. It became clear that this issue could not be resolved quickly, so I switched providers. I cancelled my service with Virgin and was assured I'd get a refund when the phones were processed. I received an email to confirm that the phones had been received by Virgin and that I would receive a refund shortly. Having not received the refund, I called customer service on May 15th. The customer service representative looked into the matter and informed me that the refund had been accidentally sent to another Virgin member. The representative said that the error would be corrected and that my refund (of more than $600) will be returned within 20 days. The representative refused to send any confirmation of that or any record of the conversation. On May 23rd I received an email from the Executive Office who said that the specialist team was in the process of refunding the two payments of $311.36 back to my credit card. It's now June 8th, and I still haven't received a refund. I followed up again but haven't heard back, so here we are. I'm so tired of dealing with customer service, who don't ever have records of my previous called and who give conflicting information every time I call; this must be either due to a lack of training or is done purposefully. I submitted multiple escalation requests that went unanswered. I would like to see the refund addressed IMMEDIATELY, not in another 20 days, or on the next billing cycle, or whatever response you might come up with next.

  Business Response

  Date: 12/06/2023

  Hi *******,
  
  We are sorry to hear about your negative experience with Virgin Plus.

  We ask that you contact our Fraud and Preventions team directly at 1 800 509-9904 regarding your payments and account. Our team is available 7 days a week, 24/7 to take your call.

  Once again, we are truly sorry if this has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:26/05/2023

  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.

  Date: April 13, 2023. Amount $1,028.30 they committed to provide me service and privacy of my information. My virgin number for my account is ********** and my account number is *********. Virgin didn't install our internet properly on their back end they gave us a dry loop number that was linked to someone else. Because of this when neighbours in a different unit of our building moved in **** didn't see us on file so they cut our internet connection which was out for a month. **** still charged us for that month & we want a refund, they charged us for some of the other month when we were still out for part of that as well. The dry loop number was ******** **** that was linked to someone else's account - they gave me her full name and address. They gave us all of that information of her and they put our phone number on there as well so both her and our information was compromised and our privacy was violated. The first technician who came to my home told us there was nothing he could do because loop # had to be fixed & I should be able to get a lot of compensation for it even a year of free internet. We called them over the course of more than 3 days talking to over 13 agents who kept giving us wrong information & not recording our talks. We were told by another install technician that they are having many backend issues because of the wrong information Virgin is giving them as well as **** because they are both on one system and it messes things up. I just spoke to a supervisor last week who said he would talk to me & I won't need to talk with anyone else and he would call me back on Monday at 5 pm, he didn't call me back his name is Birgilio and his employee number is *******. Because of violation of privacy, turmoil & work we had to do over days and the cost to someone who work from home with no internet, we want a full refund for the past 2 months & 1 year free internet as mentioned by their technician. Thank you.

  Business Response

  Date: 26/05/2023

  Hello ****
  
  We are sorry to hear about your negative experience with your Virgin internet service and that you have unresolved concerns about the management of your personal information.
  
  We ask that you bring your concerns to Virgin Plus directly, more specifically to its Privacy Ombudsman.  To do this, you can write to:
  
  The Office of the Virgin Plus Privacy Ombudsman
  *** ***** ******
  Ottawa, Ontario K2P 2C4
  Or, email at *******@**********.ca.
  
  For any other questions about your Virgin Plus service, please contact Virgin Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 26/05/2023

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

  We are owed the funds for our lost internet and for the turmoil and privacy violation we experienced. We are asking once again for the compensation stated in what we requested in our initial complaint and not going through more hoops when no one would help us on virgin’s side throughout the process as stated previously.

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

  Business Response

  Date: 29/05/2023

  Hello ****
  
  When you submit a complaint on BBB, it is given to Virgin to handle, not BBB.  *** ** *** * ******** ****** ** **** *******  Instead, they are a messenger providing you a platform to enter a message that’s forwarded to Virgin.
  
  Our position remains unchanged from what was expressed previously.  Specifically that you bring your concerns to Virgin Plus directly, more specifically to its Privacy Ombudsman.  To do this, you can write to:
  
  The Office of the Virgin Plus Privacy Ombudsman
  *** ***** ******
  Ottawa, Ontario K2P 2C4
  Or, email at *******@**********.ca.
  
  For any other questions about your Virgin Plus service, please contact Virgin Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 30/05/2023

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

  This is Virgin that I am contacting here right now is it not? If so, why do you say reach out to virgin directly? I’ve done so over 13 times over multiple days and was not helped to resolve the things mentioned. As explained previously this is not only a privacy concern it was also being without service and being directed to wrong instructions for days and a lot of work put into trying to fix this, while I work from home - which caused turmoil as well. Why are you not responding to this part of the complaint also? I am asking for a response to this. And we are asking for the compensation. Can you explain to us how the privacy department can financially reimburse us? We would like clarification on these things as well as reimbursement. There’s also no need to tell us what BBB does as we know. We await your response.

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

  Business Response

  Date: 01/06/2023

  Hi ****
  
  Our position remains unchanged from that which was previously expressed.  Please use the instructions provided.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 03/06/2023

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

  We must know about what is the answer of our compensation for lost internet, as well as the turmoil and days it took for us to call many times to get it back. Please give us a clear response. Thank you 

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

  Business Response

  Date: 15/06/2023

  Hello ****,
  
  We ask that you bring your concerns to Virgin Plus directly, more specifically to its Privacy Ombudsman.  To do this, you can write to:
  
  The Office of the Virgin Plus Privacy Ombudsman
  *** ***** ******
  Ottawa, Ontario K2P 2C4
  Or, email at *******@**********.ca.
  
  For any other questions about your Virgin Plus service, please contact Virgin Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:18/05/2023

  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.

  My phone number is **********. In the morning of August 25, 2022, at around 7:40a.m. Vancouver time, I called the Virgin Plus customer service. I told them that I was leaving Canada forever and would like to keep my account until the end of September billing cycle. They promised they would. However, in October 2022, I still received a bill for October cycle. I thought they might misunderstand my requirement and would closed my account in October instead of September. I still paid for the October bill with 39 CAD. But, in November I still recieved another bill. As I was not in Canada, I tried to find their email to explain the situation but couldnn't. I could only reach the online customer service chat and explained my situation. They said as it was online environment, they couldn't check the call record and they gave me a ***** number for free dialing the customer service personnel. However, even the ***** number, it seemed I still need to pay for some euro. So I couldn't make the call. And Virgin Plus kept sending me new bill. They closed my account as I did not top up the account for three months. The accumulated ammount debt was about 106 CAD. Today I received a notice from *** asking me to pay this amount. It was annoying. I have no idea to solve my case. I informed in advance about closing my account as I knew it would be expensive contacting them from oversea. Why I still spent another 39CAD and owe 106CAD and have free way to solve this issue?

  Business Response

  Date: 30/05/2023

  Hey *******,
  
  Thanks for reaching out to us with your concern. After reviewing the account you have mentioned, we can see that it is registered exclusively to a name other than your own.
  
  In an effort to protect the privacy of this accounts owner, we will require their authorization before we can proceed to address any matters with this account.
  
  Since you have stated you are the account holder and overseas, making it difficult for you to reach us by telephone, please contact us through an alternative method found at ***************ca/contactus.
  
  Once the account is validated, our team will be able to discuss any concerns you may have with your cancelled service.
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:12/05/2023

  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 bought a Virgin Plus mobile plan (the mobile number is ************) with a new ****** ** at a real store named the ****** **** on Nov 26, 2022, I was required to pay a security deposit $600 by Virgin Plus. The store service told me the reason is I am not a PR, the deposit would return to me after 6 months. I got my PR on Dec 6, 2022 after 2 weeks, I went to the store to apply for the deposit return. They refused to refund the money. I contacted Virgin online customer service in about January 2023, they told me the deposit had to refund after 6 months since Nov 26,2022, the date I paid the money. It is close to 6 months, yesterday, May 10, 2023, I tried to contact their online customer service. they told me the deposit refund would extend to this September because I had some statements paid lately. I called their customer service hotline, a lady gave me another refund time - I had to wait for another 6 months according to the agreement because I had some bills paid late, which means I have to wait for a year for the deposit. I have paid all the bills and all fines. No customer service told me I had to pay on time for the deposit. I didn't receive any bill payment alert by email or by message. what I concern is to refund my deposit which is a lot for me on time (6 months). I am a new immigrant, every thing is expensive due to the inflation in Canada, I need to survive here.

  Business Response

  Date: 12/05/2023

  Hey *******,
  
  We are sorry to hear about your negative experience with Virgin Plus regarding the security deposit on your account.
  
  If we are providing you with Postpaid Services, you will be billed monthly in advance for monthly recurring Charges and in arrears for monthly Additional Usage Charges. Your account will be assigned a billing date. Your bill will include Charges for your Plan, your Add-ons, your Pay-Per-Use Services, Additional Usage Charges and any additional Fees, plus applicable taxes. Your bill is payable on receipt.
  
  Virgin Plus may require a security deposit and will provide you with the reason for requiring a deposit. Deposits will earn simple interest based on a rate of 1% above the Bank of Canada's Target for the Overnight Rate in effect, calculated monthly on the last day of your monthly billing cycle, prorated for any partial month Virgin Plus holds the security deposit. When the Virgin Plus Services are cancelled or the conditions justifying the security deposit no longer apply (typically when you make 6 consecutive monthly bill payments in full and on time), Virgin Plus will apply the security deposit and any earned interest against any outstanding amount owing to Bell Mobility, then refund you the balance of the deposit, if any, within 30 calendar days.
  
  After reviewing your account, we can see that two of six invoices have been paid in full and on time, to have the deposit released, 6 consecutive monthly bill payments must be made in full and on time.
  
  Should you have any questions or concerns, please do not hesitate to contact us at 1-************ – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:10/05/2023

  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.

  Hi, In February I was charged for overuse data and call to Huston, Virging says I did those calls and used the data. Please investigate. I have no-one in US to call and I never overused data. I work from home and barely use my data, so this is impossible to overuse data, please check the history of my data usage and investigate and adjust the account accordingly. Thank you,

  Business Response

  Date: 10/05/2023

  Hi *****
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus services.
  
  Virgin Plus provides you with a variety of subscription options when ordering Virgin Plus Services. You can subscribe to pre-defined Services (your "Plan"), add features (not within the Plan) that interest you (an "Add-on"), and have the additional option of using and paying for certain Services as-needed ("Pay-Per-Use"). The amount you must pay for any use of the Services (your "Charges") will vary depending on the combination of Services you select.
  
  Any usage over and above that which is included in your Plan or Add-on is additional usage ("Additional Usage") and will be charged in accordance with Section 15. Remember that you are responsible for choosing the combination of Services that is most appropriate to your needs.  If you exceed the usage limits of my Plan or Add-on you will pay extra for that. Additional Usage will be charged to you at the Pay-Per-Use rate (visit virginplus.ca/rates).
  
  About your long distance and the use of it that you’ve disputed - Both local and long distance calls are rounded up to the nearest minute. Time begins when you initiate a call (for example, by pressing "Send") or, for calls you receive, from the moment the call request connects to the Network (which may be before the Device rings) until the time the activity is disconnected (for example, by pressing "End"). If you call a phone number outside of your local coverage area or if you receive a phone call when outside your local coverage area you will be charged for long distance Services. Airtime and long-distance Charges also apply to call-forwarding. For an explanation of local and long distance coverage areas, visit virginplus.ca/coverage.  All calls shown on the bill for your service reflect those made from or received by your device which you’ve inserted your Virgin Plus SIM into.    
  
  About your data and the use of it that you’ve disputed - Data usage is rounded up to the nearest kilobyte. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed. This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them – it is your responsibility to understand how much data is used by your selected app(s). Virgin Plus will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, your data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continued Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle. 
  
  A review of the usage charges you’ve referenced has not revealed any errors in your billing.  All usage and charges reflect the services used with your Virgin service, the SIM that had been active at the time it occurred and the limitations of the plan you’d selected for the use of your service.  It was also confirmed that where appropriate (per the descriptions above), usage alerts and blocks were applied to keep you aware of your increasing usage costs.  Where a block had occurred, it was confirmed that you’d used your online account to consent to unblocking and proceeding with additional usage costs. With no errors found in the management of your account by Virgin, no adjustments will be made to the amount billed for your use of the service.
  
  Remember - You can review your account and your voice, text and data usage online through virginplus.ca/myusage, or by downloading the Virgin Plus MyAccount App to your Device at virginplus.ca/app. You can update account information, add Add-ons to your account, view and change your Plan details, manage which subscriber(s) on your account is authorized to unblock data and accept additional data charges for your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks, and monitor and manage your monthly activity to ensure your usage remains within your Plan or Add-on limits through your self-serve profile.
  
  If you have any other questions about the billing of your Virgin Plus services, please get in touch with us directly.  Our number is 1-888-999-2321.   We’ll be here to help!
  
  Kind regards,
  Virgin Plus

• Initial Complaint

  Date:08/05/2023

  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 had a text message come in stating that if payment of $213.99 wasn’t made by the 9th of May that my phone would be suspended. I called today to let them know I would be making a payment of $215.00 on the 9th for the worker to tell me that it’s suppose to be $440.00 due by the 9th when it isn’t want the text message says.

  Business Response

  Date: 08/05/2023

  Hi ******
  
  We are sorry if there had been any confusion about the balance owed for your Virgin Plus service.
  
  The screenshot you’ve shared shows your PAST DUE balance owed.  It does not show your TOTAL balance owed.  The dollar value relayed to you when you called Virgin was your TOTAL balance owed. 
  
  For clarity about your balance due, or instructions to make payments, please reach us directly at 1-************.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 08/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: the customer service representative said it was all past due when I called to set up payment arrangements for the full amount.  
  
  Sincerely,
  
  ****** ****

  Business Response

  Date: 10/05/2023

  Hi ******
  
  We are sorry to hear your dissatisfaction with the response provided to your complaint.  Our position remains unchanged from that which was relayed in our prior message.
  
  Remember – You can review and manage your account, services, usage, billing and payments online 24/7 all thru My Account at www.**********.ca/myaccount or by downloading the My Account app at www.**********.ca/app. 
  
  If you have any questions about your cancelled Virgin services or need any other clarifications about its billing, please contact us directly at 1-888-999-2321.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 18/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: when I tried to set up a payment arrangement for the full $445 I was told it couldn’t be done and that I shouldn’t have got the text message.  Even when I asked to speak to a supervisor I was hung up on.
  Sincerely,
  
  ****** ****

  Business Response

  Date: 18/05/2023

  Hi ******,
  
  We are sorry to hear your dissatisfaction with the response provided to your complaint.  Our position remains unchanged from that which was relayed in our prior message.
  
  Our records indicate you were relayed the total balance owed and made a payment arrangement for $215.00, on your call with Virgin on May 6, 2023
  
  For clarity about your balance due, or instructions to make payments, please reach us directly at 1-888-999-2321.  We’ll be here to help!
  
  Best regards,

  Virgin Plus

• Initial Complaint

  Date:02/05/2023

  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 used to be a Virgin customer. The entire time I was a customer I was being automatically overcharged and had to have charges reversed several times. The customer service reps were very helpful and apologetic but the issue kept recurring. They now say I owe them money. On my credit report is a note as though I never paid my bill on time for years. This whole time they owed me. I asked them today for the last several statements to check and make sure there are no charges for things that were included in my monthly plan in the contract I signed. The first three Virgin employees I spoke to told me it was impossible and that no such records exist. I was insistent and the fourth person I spoke to at their call centre has told me it's just $20 per statement to have paper copies issued. I asked for digital copies and was informed that they don't exist. As far as I am aware I didn't owe this company a dime. I would like to look over my own statements for these errors which were a very regular occurrence. They have on my credit report I owe them money. I'd just like to see for myself. They automatically reported late payments for years meanwhile, they were automatically charging me for something included in my monthly plan. Now they're giving me the run around.

  Business Response

  Date: 02/05/2023

  Hi ********
  
  We are sorry to hear about your negative experience with the billing and credit reporting of your cancelled Virgin Plus services.
  
  If subscribed to E-Billing for your services, your E-Bills are available to download electronically within My Account at ******************myaccount.  Bill history in My Account is retained for a period of 18 months and can be accessed anytime while your service is active and for a period of 90 days following the cancellation of your services.
  
  If you require a copy of any past bills that cant be accessed thru My Account anylonger, the option we have available is to reprint a paper copy and send it by mail.  The reprint fee is indeed $20 plus tax per bill.  This fee and bill history limitations are shown on our website at *****************/onetimecharges.
  
  To request a paper copy of any bill be printed and mailed to you, please contact Member Care directly at 1-888-999-2321.
  
  To make or report payment for any overdue balance owed on your cancelled account, please contact Accounts Receivable directly at 1-800-448-0006.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:02/05/2023

  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.

  Virgin Plus has been my cell phone provider for approximately 12 years until I decided to make the switch to ***** end of January. Unfortunately ***** ******* up every step of the way. We were not able to get through to tell us then our phone numbers were switched. Then finally on March 10th we were supposed to finally be switched to *****, but instead what happened was my boyfriend's phone number ************ switch to ***** successfully but mine ************ did not. I had a voicemail with Virgin but I had the ***** sim card. That was not fixed until April 4th. When I called Virgin to dispute my last bill of $80.46, the virgin representative told me the charge was for ************ and to dispute it with the billing department for virgin plus and gave me the phone number 1-************. When I called that phone number I was directed to an American seniors assisted or subsidized living organization. So I am here to make a complaint against the company. The reason I left them in the first place is because they never wanted to help me as a customer. The better business bureau help me settle things with ***** and now I'm hoping to be able to settle things with Virgin Plus. With the state of customer service the way it is these days there is a lot of wasted time and money on these problems. What I expect a Virgin Plus and why: -$80.46 bill dissolved (because there was no service with Virgin Plus after March 10th 2023. ************ was successfully with ***** at that time and ************ had no service with either company until April 4th because of a failed phone number transfer) I would like to be contacted by virgin plus to discuss this matter or even just to receive an email saying that that bill is no more. Either way. I am here to work with the company but I am not willing to pay for a service that did not happen. I look forward to hearing from Virgin and thank you better business bureau for helping through these uncommunicative times.

  Business Response

  Date: 02/05/2023

  Hey there ******* 
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus services.
  
  When checking your account, we confirmed that billing for your two services ended on the same date each was cancelled by porting their numbers to a new service provider.  The billing of your services accurately represents the time it was active with Virgin.  To make or report payment for the balance due on your cancelled account, please contact Accounts Receivable at 1-************.
  
  If you have any questions about your cancelled Virgin services or need any other clarifications about its billing, please contact us directly at 1-***********1.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 06/05/2023

  Complaint: ********

  I am rejecting this response because:I know I had no service that worked after March 3rd. It was *****'s job to switch us over successfully and they failed more then miserably. Starting on March 10th I had a voicemail from Virgin and I had to tell a SIM card. Not even tell us could get through to me until ******* from ***** fixed it April 4th. I had no phone service that entire time.

  I understand that to Virgin Plus I am not worth the time to call to discuss this matter as I am no longer a customer. However, I was a loyal customer for 14 years who left because the company or it's individuals stopped working with me. They were always so helpful. The last couple years that has changed. For the record, ***** is no better. Though, their representative ******* did help me after all the months of problems her company caused me. She did communicate with me to rectify the situation and that's all I ask is cooperation.

  I have tried calling Virgin already to discuss this matter. I wasn't helped, then I was given a phone number to a US senior living assistance service center.

  So Virgin, the ball is in your court. Please give me a call anytime during this week between 9 and noon (is best) as my mother suffered a stroke on Wednesday and I am at the hospital with her daily. Normally I would have more availability however life has thrown me a curve ball. If you do contact me outside of the 9-noon slot I may have time or I may be occupied but I will still answer for sure. I just have a lot going on.I look forward to hearing from you ??

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

  Business Response

  Date: 10/05/2023

  Hi ******* 
  
  We are sorry to hear your dissatisfaction with the response provided to your complaint.  Our position remains unchanged from that which was relayed in our prior response.
  
  If you have any questions about your cancelled Virgin services or need any other clarifications about its billing, please contact us directly at 1-***********1.  We’ll be here to help!
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/05/2023

  
  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.
  

  I'm come to this point but I went through all of this with ***** and then simply too fed up to deal with virgin plus. It's really a shame they couldn't be bothered to contact me just to talk to me about this but I guess that's why I switched, isn't it? They weren't willing to help me after being such a loyal customer for so long and that's why I switched. I'll pay the $80 for services I did not get because ***** ******* up just so that my credit will be okay. Thank you to the better business bureau for being there to help me with this. If it weren't for the fact that my family life is falling apart at the seams and I have $80 more than I have patience and time, I would be here fighting with virgin plus.

  Fighting everything inside me telling me this is wrong. I reluctantly except.

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

• Initial Complaint

  Date:01/05/2023

  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.

  Virgin Plus has recently filed a derogatory debt for an account that was closed in 2021. Where they had previously credited me for any owing balance. I would like them to make an amendment to my credit report. As they had previously agreed that the debt was an error on their side and I did not owe any money. In addition I received written notice to that effect ********.

  Business Response

  Date: 02/05/2023

  Hello *******
  
  We are sorry to hear about your negative experience with your credit reporting.
  
  When reviewing the letter you’ve provided, it does not show that your account had been omitted from any credit reporting.  Rather, it confirmed it to have a $0 balance owing at that time.
  
  Checking the Virgin account mentioned in the letter you provided, we can confirm its balance to be $0.00 as of todays date aswell.
  
  We invite you to share proof of the credit reporting you’ve referenced in your complaint for us to further review.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 02/05/2023

  
  Complaint: ********
  
  ******** are the requested additional supporting documents from my Credit Report as of today (May 2, 2023). 

  This shows that the Account number ending in **** is the Virgin Plus account identified as Derogatory in the credit report. 

  This account was closed April 27, 2021 and should remain closed. There was outstanding balance incorrectly reflected in this account. Upon reaching out to Virgin Plus at the time, I was advised that any amount showing was an error on Virgin's part and was corrected to $0.00. The Discharge Letter from my initial message was requested for my records to clarify that the matter had been resolved and my account remained closed with a corrected balance of $0.00. 

  All amounts owing to Virgin Plus have been paid by me in 2021. There are no bad debts on this account. Any reflection of such is an error on Virgin's part.

  As such, I expect an amendment to my credit report to remove the Derogatory debt.

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

  Business Response

  Date: 09/05/2023

  Hello ******* 
  
  *** *********** you’ve shared **** that Virgin is reporting $0 balance owed on your account and that the account is closed.  There is no corrections to be made here.
  
  The late reporting that occurred on your account related to charges billed for the non return of a modem following cancellation of its service.  Despite that balance being owed, it was never paid.  Instead, Virgin provided a goodwill credit to reduce your account to $0 when the charge was disputed and the account has remained with a $0 balance since that time.
  
  With the above confirming the accuracy of the credit reporting that had taken place on your cancelled account, no changes to its reporting will occur.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/05/2023

  
  Complaint: ********
  
  In your previous response, you have indicated that your records show that there was a balance owing billed for the return of a modem, which was never paid and written off as goodwill. This is an error, no debt was ever written off, and any records to this effect are the result of an error on the part of Virgin Plus.

  In August 2021, I was told explicitly by Virgin Plus that this amount owing billed was an error on the part of Virgin Plus, and it should have been cleared as an error. There was no goodwill credit or write off which should have occurred, instead the debt should have been closed out as an error. This was communicated to me very clearly over the phone.

  Any record showing a goodwill write off is incorrect, and must be corrected. This does not reflect the resolution I received from Virgin Plus at the time.

  This is what I was told multiple times by your representatives over the phone. It is clear that there was an error made, and this fact was improperly recorded on your side.

  Further, I did not and will not accept any resolution which indicates any debt forgiveness on the part of Virgin Plus, and instead I had previously reached a clear resolution stating that no amount should ever have been billed, and no debt existed in the first place. Virgin Plus sent us no documentation at the time which indicated that your records showed such a write off. This provided us with no recourse to amend this error, and ensure our resolution was properly recorded.

  At the time of the initial dispute, I had asked your representatives repeatedly for a written statement which provided documentation of our favourable outcome, and I am extremely disappointed to be told in your last correspondence that the discharge letter your company has provided is not sufficient. While I understand this letter omits the nature of how the debt was brought to $0, at the time we were told it would be sufficient evidence of the favourable resolution that we had achieved. We are extremely disappointed to hear that your representatives misled us. 
  

  I was promised on the phone by your representatives that this matter was closed by indicating that any amount owing for the return of the modem was an error on the part of Virgin Plus.

  Please make this amendment to my credit report and to your records. In addition, I would like additional documentation to supplement the discharge letter which also includes the fact that there is no written off debt on my account.

  This is a case of Virgin Plus not honouring your verbal commitment to me that the amount billed to me for the return of the modem was an error on the part of Virgin Plus.

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

  Business Response

  Date: 15/05/2023

  Hello *******,
  
  Thanks for providing the additional feedback. Unfortunately, our position remains unchanged.
  
  As previously mentioned, despite a balance being owed, it was never paid.  Instead, Virgin provided a goodwill credit to reduce your account to $0 when the charge was disputed and the account has remained with a $0 balance since that time.
  
  With the above confirming the accuracy of the credit reporting that had taken place on your cancelled account, no changes to its reporting will occur.
  
  Best regards,
  
  Virgin Plus

  Customer Answer

  Date: 16/05/2023

  Hello,

  I am rejecting this response because it is incorrect. How do we move forward? Through what avenues are we able to speak.

  In your previous two replies, you have written "with the above confirming the accuracy".

  The statements of Virgin Plus are inaccurate. Listening to phone recordings at the time would confirm this inaccuracy.

  Any records you have, which you are citing, are incorrect. What would the next step be to amend them? Who can I speak to?

  To provide the full context of what had happened. A Virgin Plus representative told me directly "Do not return the modem". This was due to their attempt to transfer ownership of the account, which was done improperly.

  After this advice changed, I was told by your representatives, that since I had initially been given bad advice by your Virgin Plus representatives, I should not be responsible for making any payment that resulted from this bad advice.

  It is clear this was recorded incorrectly, at the time I was told that the phone representatives did not have the tools available to apply a credit to an account which had already been closed. It seems the amount was marked as forgiven as that was the only way they had understood to forgive a debt. This is not what they advised me at the time, and not what we had agreed to.

  Your representatives told me this debt was not owed by me due to error on the part of Virgin. What is the next step to amend your records of this?

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

  Business Response

  Date: 18/05/2023

  Hello *******,
  
  Thanks for providing the additional feedback. Unfortunately, our position remains unchanged.
  
  The credit reporting that has taken place on your cancelled account is accurate and no changes to reporting will occur.
  
  Best regards,
  
  Virgin Plus

• Initial Complaint

  Date:14/04/2023

  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 bought a new ****** ** from Virgin Plus through their app for a Christmas (2022) present for my wife. From the start, the phone was defective having issues with the microphone so that the person on the other side of the line could not hear you. The phone had (still has) a 1 year warranty that covers defects. I called Virgin Plus to find out how to get it repaired. They said that I could take it to an ***** *****, however, there is no ***** ***** on ****** ****** ****** or anywhere close. In this case, they said that the phone would be replaced. I was told that a new phone would be sent and that there would be instructions included with that new, replacement phone to send the defective one back to Virgin Plus. The phone never arrived and I made a total of 11 calls to Virgin between January and March of 2023. After being told by multiple agents that a new phone was coming but was just delayed in the warehouse, I finally spoke to a supervisor after dealing with this issue for about 3 months. The supervisor told me that they do not replace defective phones. My complaint is that I spoke with any number of agents who all told me that I would get a new, replacement phone and I waited for months all the time dealing with a phone that didn't work. The supervisor admitted that the agents told me I would get a new, replacement phone. My complaint is that regardless of whether an employee of the business made a mistake (in this case multiple employees), Virgin Plus needs to honour what their employees say they are going to do. Had I been told from the beginning that there would be no replacement, I could have made other arrangements. I want to stop using Virgin Plus services, but they wouldn't let me cancel my service because I have a payment plan for the broken phone that they won't help me with. Even though the phone came with a warranty, they said they would not replace it unless I had bought the extra warranty from Virgin. That is a blatant money grab.

  Business Response

  Date: 14/04/2023

  Hello ******
  
  We are sorry to hear about your negative experience with the ****** that you use with your Virgin service.
  
  First, we must apologize if there was any confusion about repair vs replacement of your ******.  We can confirm that ***** provides replacement devices instead of repairing and returning the phone to you.  We can also confirm that a replacement request was opened for you on January 30th and a replacement was shipped to you at that time,
  
  The courier has confirmed that the replacement device was successfully delivered to you on February 10, 2023.  Checking your account and usage, we can see that you are actively using the replacement device that you received on February 10, 2023.
  
  With your replacement received, you must follow the instructions provided to return the device it was intended to replace.  If it is not returned, you’ll be billed a non-return fee consistent with what was described on the paperwork provided with your replacement phone.
  
  Should you have any other questions about returning the phone you’ve asked to replace, please contact Virgin directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 15/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: Virgin Plus said that they sent a replacement, but that is not true. In fact they sent 2 loaner phones (which it says on the label of the box it came in). Part of the problem is that no one could explain why I was sent two loaner phones and not the new, replacement phone. I did not add this detail to my original explanation with BBB because they had a maximum character limit and I was going over it. Now, since from this most recent response from Virgin Plus, it shows that they agree that I should have received a new, replacement phone. I would like to know where to go from here. I am frustrated because Virgin Plus has simply been dealing with my issue in circles and nothing gets resolved.
  
  Sincerely,
  
  ****** * ****

  Business Response

  Date: 21/04/2023

  Hello ******,
  
  We again apologize if there was any confusion about repair vs replacement of your ******. 
  
  The ***** ****** ** 256GB with the IMEI: *************** is your replacement device.
  
  With your replacement received, you must follow the instructions provided to return the device it was intended to replace.
  
  If it is not returned, you’ll be billed a non-return fee consistent with what was described on the paperwork provided with your replacement phone.
  
  Should you have any other questions about returning the phone you’ve asked to replace, please contact Virgin directly at 1-888-999-2321.
  
  Best regards,
  
  Virgin Plus