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

  2929 Barnet Hwy Coquitlam, BC V3B 5R5

• 

  Virgin Plus

  10355 152 St Surrey, BC V3R 7C1

• 

  Virgin Plus

  2002 S Park Royal West Vancouver, BC V7T 2W4

• 

  Virgin Plus

  4151 Hazelbridge Way Richmond, BC V6X 4J7

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:13/04/2023

  Type:Product 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.

  Approximatelyon early feb 2022 I contacted Virgin Plus in regards to a debt that was showing in the credit report, but it should not had been, since Ihad cancelled the service in early feb of 2020 prior to moving to my current address. they made me pay $247.30 which I did thru my online banking. the very next day I informed them that , this was a mistake and that Ishould be refunded since there was no service provided to me as Iwas not longer living at the previous address. after many calls and arguments, they finally agreed to refund me the amount. they advised that the cheque was in the mail and I have been waiting ever since. everytime I call or email they tell me, they cheque was sent and it takes up to 28 days for mail to arrive. ******** ** ************* ********* **** ****.

  Business Response

  Date: 13/04/2023

  Hi ****,
  
  Were sorry to hear about your negative experience with Virgin Plus.
  
  We have reviewed your account in full and can see that you have been in contact with our Executive Office team who eslcated your concern to our Refunds team.
  
  We have reached out to them again regarding the status of your refund and will provide an update as it becomes available.
  
  We thank you for your patience during this time.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: this is the same response I have been receiving for almost 1 year and I still have not received the cheque.
  
  Sincerely,
  
  **** **** ******** *******

  Business Response

  Date: 24/04/2023

  Hi ****,
  
  Thank you for your patience.
  
  We have heard back from our Refunds Team who have confirmed that a refund cheque in the amount of $247.30 was reissued on April 11, 2023 to the address on file.

  Please allow up to 28 days from the reissue date to receive your cheque in the mail.

  We remain truly sorry if this has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 26/04/2023

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

  they have been saying the exact  same response for over a year and it does not take 28 days for mail to arrive within canada from toronto to ********. the only solution  I see to this matter is that they direct me to a **** or  virign location here in  ******** and have the store issue me a refund directly, since the stores actually take payments. the store can then debit the headoffice for the amount.

  that would had been my approach and avoid this whole situation.

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

  Business Response

  Date: 02/05/2023

  Hi ****,
  
  Contrary to your statement, Virgin Plus does not accept bill payments in its stores.
  
  We have been forthcoming in explaining the resolution that has occurred and the expected timeline for it to be fulfilled.  At the time of this message, the timeline quoted has not elapsed.
  
  We appreciate your continued patience while your matter is resolved with the refund confirmed to have been re-issued on April 11, 2023.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 06/05/2023

  
  Better Business Bureau:
  
  I finally received my refund 05/04/2023 
  
  Sincerely,
  
  **** **** ******** *******

• Initial Complaint

  Date:12/04/2023

  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.

  One year ago, I was quoted a monthly price for service by Virgin Plus and that that price would be guaranteed for 24 months. Now, only twelve months later, they are raising the price by 14.5% and refusing to honour their previously guaranteed price. In fact, the last representative I spoke to a few minutes ago said "that's the way of the world" when she refused to honour the guarantee and I complained that Virgin Plus was offering nothing extra.

  Business Response

  Date: 13/04/2023

  Hi *****,
  
  We are truly sorry to hear about your negative experience with Virgin Plus regarding the pricing of your 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. Remember that you are responsible for choosing the combination of Services that is most appropriate to your needs.
  
  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 **************.ca/updates, by including it on your bill, by sending it to you by email or text message, or by any other reasonable method.  For more information regarding our Terms and Conditions of Service, please see **************.ca/terms.
  
  We confirmed that you were notified of the price change for your service with a bill message on Page 3/3 of your January 2023 invoice. The confirmed the change in pricing was set to take effect on your March 2023 billing as demonstrated in the attachment.
  
  We can also see that you were in contact with our Customer Care who applied a $3.50 discount for two months, this discount equal to the price increase and will be itemized on your April and May 2023 invoices.
  
  As we provided you with at least 30 calendar days' prior notice in writing of the monthly fee increase of your price plan and our Customer Care has provided you with credits equal to the increase for two months, we now consider this matter resolved. However, should you wish to change your rate plan to a lesser price point, your service is eligible for any BYOP plan.
  
  Should you have any questions or concerns, please do not hesitate to contact us at any of the ways available at **************.ca/contact – we’re here to help! 
  
  Kind Regards,
  
  Virgin Plus

  Customer Answer

  Date: 13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: while everything you said applies to a regular billing arrangement, it does NOT take into account the GUARANTEED two-year amount that I was given. I am asking only that your company honour its guarantee! 
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 13/04/2023

  Hey there *****
  
  Your service was not enrolled into a “GUARANTEED two-year amount” as you’ve stated.  Our position on the topics mentioned remain unchanged from that which we previously shared.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 19/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: they are now playing with words like "enrolled". One of their representatives gave me a two-year guarantee. I don't need to be enrolled in ANYTHING for a guarantee to be honest.
  
  Sincerely,
  
  ***** *******

  Business Response

  Date: 21/04/2023

  Hi *****,
  
  Thanks for taking the time to write back and providing additional feedback.
  
  Unfortunately, our position has not changed. 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 **************.ca/updates, by including it on your bill, by sending it to you by email or text message, or by any other reasonable method.  For more information regarding our Terms and Conditions of Service, please see **************.ca/terms.
  
  As we provided you with at least 30 calendar days' prior notice in writing of the monthly fee increase of your price plan and our Customer Care has provided you with credits equal to the increase for two months, we now consider this matter resolved.
  
  Kind Regards,
  
  Virgin Plus

  Customer Answer

  Date: 25/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  Sincerely, would someone please show them a dictionary definition of "guaranteed"? They seem to think that changing any facet of pricing immediately nullifies any pre-existing guarantees as long as the consumer was notified. ****** ** **** *** *** ** ************ **** **** *** **** * *** *****
  
  ***** *******

  Business Response

  Date: 01/05/2023

  Hi *****,
  
  Thanks for taking the time to write back and providing additional feedback.
  
  Unfortunately, our position has not changed. As we provided you with at least 30 calendar days' prior notice in writing of the monthly fee increase of your price plan and our Customer Care has provided you with credits equal to the increase for two months, we now consider this matter resolved.
  
  Kind Regards,
  
  Virgin Plus

  Customer Answer

  Date: 03/05/2023

  
  Complaint: ********
  
  I am rejecting this response ******** ****** ********* *** ** ******** ***** ********* * ******* ***** ** **** * ********* ***
  
  Sincerely,
  
  ***** *******

• Initial Complaint

  Date:06/04/2023

  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 cancelled my mobile connection with Virgin mobile on November 25, 2022, within 1 day of purchasing a phone with them. I returned the phone to your warehouse via ****** **** on December 2, 2022. On December 1, 2022, Virgin mobile charged me $1486.28 on my credit card, even though the connection was already cancelled at that time. After almost 5 months and numerous phone calls to Virgin mobile contact centre and I still haven’t received the money back. ******** *** ********** ** ** ****** **** ************ ******* *** ****** ****** ******* ** ****** **** ** ******** ** **** *** ****** **** ******** *******. After repeated phone calls and almost 5 months since cancellation, no refund has been received from Virgin till now.

  Business Response

  Date: 06/04/2023

  Hi ******,
  
  We are sorry to hear about your negative experience with Virgin Plus regarding the return of your device and subsequent refund.
  
  When reviewing your account, we can see that a refund of $1,486.28 was processed to your credit card on March 29, 2023.
  
  Please note that it may take up to 2 weeks for this refund to be visible on your credit card statement.
  
  Should you have any questions or concerns, please do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:05/04/2023

  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 am filling a complaint regarding a data bill Virgin has delivered to my father and I, regarding my phone number-moreover a data overage bill. Background is as follows: I normally have a datablock added to my plan for a dollar or two a month. On February second, without power (** **** *** **** *** **** ** ********* ****** ***** *** ******), I called into virgin to purchase 2GB of data, so that I could be activeley searching for a replacement generator. The lady in the phillipenes was very well spoken, I told her that I needed access to data, for a period limited to the end of the billing cycle, which is on the fifteenth of each month. I then told her, that at the end of the billing cycle, in 12 days time I want the data block to be re-instatted, which she assurred me was no problem. I was explicit that I am not to be charged any data for all future billing cycles, to which she agreed, and put a note onto the account. She informs me, that if I need it immediatley their will be a $25 service charge, or I can wait 24 hours and not be charged. I opted to wait, and that was the last communication, until end of march/start of april. Anyways, long story short, I get back with my generator in the middle to end of March. Upon arriving home, I find a bill for over 1,600 dollars! All occouring in the period of time after February 15th. I call it in, and first call has poor service and I get disconnected. The second call, the guy put me on hold for about 30 minutes, and then hung up the phone. The third time I called, someone higher up answered, and, after "reviewing" the file, insisted that the charges were valid. She tried telling me that I spoke with them a second time on the 7th of February, which is completely false, then cited that the purchase of data on the 7th, resulted in the data block I removed on the 2nd, to not be re-instated. Here in lies the issue, they say the charges are valid, and furthermore the 2gb was only good till 15th feb, charging PPU rates.

  Business Response

  Date: 05/04/2023

  Hello *********
  
  We are sorry to hear about your negative experience with the billing of your Virgin service and the data overage charges you’d recently incurred after temporarily adding a data feature to your service.
  
  When checking your account, we were able to see the circumstance you’d described – having your data block removed and a short term data add-on placed on the service.
  
  After the add-on had expired, the data block was still removed from your service.  With this, and the data continuing to be used, it caused usage charges of $1279.79 plus tax on your March bill aswell as $503.96 plus tax unbilled since your last bill date, to be applied onto your upcoming April bill.
  
  To make this right, we’ve re-added the data block to your service immediately and have credited all data overage charges described above ($1279.79 plus tax from your March bill aswell as $503.96 plus tax unbilled).  You will see these credits aswell as the unbilled usage mentioned above all shown on the next bill that you receive from us.
  
  Should you have any other questions about your services, please get in touch with us directly using the contact info shown at www.virginplus.ca/contact.
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:03/04/2023

  Type:Product 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 purchased a brand new ****** ** from virgin plus and activated it on Dec 31, 2022. The next day it was malfunctioning (side button not working, stuck in a boot loop) so I called ***** support. ***** advised me the phone was defective and since it’s within the first 14 days of purchase I should get a brand new phone but that I had to get it from virgin plus since that is where I purchased it from. Virgin Plus has been putting me through a huge run around for 3 months. ***** has advised me it’s my legal right to receive a brand new phone from virgin plus. Virgin would not do this without canceling my phone plan, or by leaving me without a phone for 2-3 weeks. I offered them several option to resolve this issue and they’ve taken none of them. Their system only has so many options for resolving issues but their limited customer service should not be my problem. I’d like my phone replaced as I shouldn’t be stuck with a defective or repaired phone when I paid for a brand new one. Again, ***** said it was my legal right to get a new phone. Thank you.

  Business Response

  Date: 05/04/2023

  Hey there ****
  
  We are sorry to hear about your negative experience with the phone you’d activated on your Virgin Plus service.
  
  We can see that you’ve been in contact with our Exec Office and they’d responded to you directly after this complaint was submitted to BBB.
  
  To avoid any crossed wires, please continue to correspond with Virgin directly about your dispute.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 05/04/2023

  
  Complaint: ********
  
  I am rejecting this response because: I have been in contact with them however their response is that there is nothing they can do to help me out. I am also only able to contact them via email and at times it takes weeks for me to get a response. Now that I’ve submitted this claim, it’s the only time I’ve ever got next day replies. 
  

  Their only solution involves me not having a phone for 2-3 weeks which isn’t feasible considering that everything is two factor verification these days and without a cell phone I won’t be able to login into online banking, credit cards accounts, medical portals, and calling into virgin plus. They also can’t seem to guarantee I’ll be able to keep the promotion phone plan I got when I purchased my new ******.
  

  It is not my fault I received a defective phone and so I should not be the one inconvenienced or have a financial impact. They kind of agree that I should get a new phone but are unable to make that happen in a reasonable way. I gave them the following reasonable options which they’ve rejected: 

  1. send me the new phone first so I can transfer my data and not lose access to a cell phone. A hold can be placed on my credit card until the old phone is received. 
  2. send me a loaner phone to use in the meantime, again I’m fine with a credit card hold. They have loaner phones for repairs so they should be able to do it with replacements as well. 
  3. allow me to do the exchange in store so there isn’t a 2-3 week wait. 
  4. Refund me the cost of the defective phone so I can get a new phone myself. 
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 13/04/2023

  Hi ****,
  
  Thanks for providing the additional feedback.
  
  As mentioned to you by our Executive Office team on April 4, we can not send a replacement for DOA/exchange without receiving the DOA unit back and the warehouse team does not carry loner phones.
  
  Our Executive Office did confirm you are able to visit any ****** **** location and request a return way bill ******** for Virgin Plus.
  
  Please ensure they provide you with a receipt and the return tracking number, so you can advise the Exec Office of the tracking number so they can follow the return to the warehouse. Once the device is received, the DOA will be processed.
  
  We are truly sorry if this has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  I’ve asked them what DOA means and they have not replied. I also need confirmation that I wont lose my phone plan as they’ve previously stated that I might. Finally, they are completely ignoring the fact that I will be without a phone for a couple weeks due to them selling me a faulty phone.
  A representative has previously confirmed that they do have loaner phonesfor repairs, but that since this is a replacement not a repair I’m not eligible for a loaner phone. They are stuck on minor technical details rather than trying to make this wrong right. 
  Sincerely,
  
  **** ****

  Business Response

  Date: 21/04/2023

  Hi ****,
  
  Thanks for providing the additional feedback.
  
  As mentioned to you by our Executive Office team on April 4, we can not send a replacement for an exchange without receiving the unit back, even if the device was Dead on Arrival.
  
  Below are Virgins Terms of Service on this subject:
  
  33. What is Virgin Plus's return policy? It depends on whether we are providing you with Postpaid or Prepaid Services:
  (a) Postpaid: If you purchase a Device from Virgin Plus which does not meet your needs, you may return your Device (up to 2 Devices per subscriber on your account) if the Device is: (a) returned within 30 calendar days of the start date; (b) in "like new" condition with the original packaging, manuals and accessories; and (c) returned with original receipt to the store of purchase or to the address specified for returns if you purchased online or by phone. You are responsible for all Charges incurred prior to your return of the Device. Virgin Plus will not accept Devices with excessive usage in violation of our Responsible Use Policy. SIM Cards are not returnable once the packaging has been opened or the SIM Card is activated. If you are a person with a disability, the same conditions apply, however, you may return your Device within 60 calendar days of the start date.
  
  Regarding your phone plan; Please keep in mind that plan selection, availability and pricing can change at anytime and without notice.
  
  You are able to visit any ****** **** location and request a return way bill ******** for Virgin Plus to return your device.
  
  We are truly sorry if this has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 26/04/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They have referenced the return policy, and I have never once requested a return. I’d like to see their policy on replacing a defective device within the first 30 days of arrival. ***** stated that it’s my right to get a replacement, not a return. If virgin does not have a replacement policy that is a huge issue. 
  

  At this point I’d just like a refund for what I’ve paid for the defective phone. $403 up front and $134 over 24 month. Total refund of $537
  
  Sincerely,
  
  **** ****

  Business Response

  Date: 02/05/2023

  Hi ****,
  
  Our position remains unchanged from that which has been previously expressed. 
  
  For any other questions about your service, please contact Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 10/05/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  They have not provided anything. 
  

  Where the policy that protects shoppers from receiving a defective phone?

  This massive company should be doing something for individuals who receive defective products. 
  

  Again, I’ve provided several reasonable solutions that would not harm the company in anyway and they are being rejected without reason. 
  Sincerely,
  
  **** ****

  Business Response

  Date: 16/05/2023

  Hi ****,
  
  Our position remains unchanged from that which has been previously expressed.
  
  For any other questions about your service, please contact Member Care directly at 1-888-999-2321.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 22/05/2023

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

  They are taking zero responsibility for their customer receiving a defective phone. Where is their policy on defective phones, so far they only have a return buyers remorse policy. 
  So without that policy the other option is a refund. Again, it is my legal right to receive a new phone within 14 days of a brand new phone being defective. 
  
  
  Sincerely,
  
  **** ****

• Initial Complaint

  Date:27/03/2023

  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 work at ******* ****** and have been employed since May 2019. I activated a cellphone line on August 2022 with Virgin Mobile. I gave in my employee discount form to the representative who sold me the phone on August 2022. The discount was for 30% my monthly plan of $60 for a 2 year period commencing August 2022. I have yet to receive that discount. I called Virgins customer care number numerous times and did as they told me to do, which is to email their backoffice team about my complaint and resubmit my discount form, which I again did on February 1st, 2023 at the same place I bought my phone. Still, no resolution. I went again to the place I bought my phone and a gentleman said he's been getting the same complaints from Virgin Mobile and gave me this number to call, **************. A man picked up, verified all my information but said he can only offer 3 months of lost discount. I've been paying 8 MONTHS at regular price. This is something that I DID NOT SIGN UP FOR. I was told my discount will start on August 2022. Being offered only 3 months, means I paid 5 months for a service I shouldn't have paid at that price. I was an employee throughout this process, still am, and qualify for the discount. Virgin said it's their policy to only offer back 3 months of credit but I've been contacting them since August 2022. I have received services at a price I didn't sign up for, a higher price in my case. I am looking to get the full 8 months of lost credit which I'm entitled to. How is this my fault when I did everything Virign Mobile asked me to do BUT I had to go into a kiosk at *******, where I bought my phone, talked to a cellphone representative WHO SELLS OTHER PROVIDERS AS WELL, and he gave me an 'exclusive' number even Virgin Mobile didn't give me. It was an outside person who gave me this number to resolve this issue, not Virign but even then, the final offer was 5 months too short. If they can't offer a full refund, please help in ending this contract. Thanks.

  Business Response

  Date: 29/03/2023

  Hello *********,
  
  We are sorry to hear about your negative experience with the billing of your Virgin Plus service.
  
  When reviewing your account, we see that you have been in contact with our back office team on March 24, 2023.
  
  To confirm, our team applied credits totaling $147.97, taxes included to your account. These credits equal the difference for the missing discount since August 2022.
  
  You are able to view these credits through your online account. To view your online account, please visit www.virginplus.ca/myaccount.
  
  Should you have any questions or concerns, please do not hesitate to contact us at 1-888-999-2321 – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

• Initial Complaint

  Date:20/03/2023

  Type:Delivery 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.

  We started to order a phone online and was told they had to call to complete the order. So, the ordered a phone yesterday March 17th by their sales rep on the phone. They put the wrong address on the phone order. Spent an hour on hold last night to be told to call this morning and the number they gave me was no longer in service. Then when I finally got a hold of someone was told after being on the phone another hour that there was nothing that they can do.

  Business Response

  Date: 20/03/2023

  Hey there ******* 
  
  We are sorry to hear about your negative experience ordering your new Virgin Plus service.
  
  We’d like to help look into the concerns you mentioned.  To do that, we need to know a little more about  the service you’d ordered. 
  
  Can you please respond providing us with the phone number or account number of the service you’d ordered?
  
  Awaiting your response,
  Virgin Plus

  Customer Answer

  Date: 20/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: I never received an account number all I got is an order number.  The order number is **********
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 22/03/2023

  Hi *******
  
  Thanks for providing this.  When checking your account, we can see that your order was delivered successfully today, March 22nd. 
  
  Should you have any other questions about your order, or your new Virgin Plus service, please get in touch with us directly with any of the contact info shown at www.**********************
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 26/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:  I have contacted them a number of times about waiving the $50 activation fee and I still haven't received the ****** Ear buds
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/04/2023

  Hi *******,
  
  Thanks for providing the additional feedback.
  
  Please note, your membership agreement shows the waiver of the connection fee, this credit will automatically be placed on your first or second invoice.

  Regarding the ****** ear buds; If you are eligible, you will be automatically enrolled in the offer and have them shipped to you. No action is required on your part.

  Should you have any other questions about your order, or your new Virgin Plus service, please get in touch with us directly with any of the contact info shown at www.*********************.
  
  Best regards,

  Virgin Plus

  Customer Answer

  Date: 13/04/2023

  
  Complaint: ********
  
  I am rejecting this response because I have already been told that I don't qualify for the ear buds because it wasn't fully done online.  I started it online and where I wanted to keep my number from pay as you go, they asked for my number to call me.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 21/04/2023

  
  Hi *******,
  
  Thanks for taking the time to write back and providing further feedback.
  
  While we cannot ship a pair of ******* ****** Buds* to you, since your account does not meet eligibility requirements. We have applied a credit equal to the value of the ear buds to your account.
  
  The ******* ****** Buds* are valued at $189.99, plus tax and a credit of $218.49, taxes included has been applied to your account today.
  
  Once again, remain truly sorry if this has negatively impacted your experience with Virgin Plus.
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 28/04/2023

  
  Complaint: ********
  
  I am rejecting this response because I had about $28 on a prepaid account with them that isn't applied, and the activation fee hasn't been waived.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 02/05/2023

  Hi *******,
  
  The activation fee waiver you’ve mentioned is a $25 credit toward the activation fee billed for your service.  This promo was shown on the Membership Agreement for your service.  The $25 credit to fulfill this promo was shown on page 2/3 of the first bill you were provided for your service.
  
  About your Prepaid service and its remaining balance – We confirmed that there was a balance of $28.50 on your Prepaid account at the time of its cancellation.  We’ve applied a credit equal to this value to your new Postpaid account immediately.
  
  Should you have any other questions about your new PostPaid service, please contact Virgin directly at 1-************.
  
  Take care,
  Virgin Plus

  Customer Answer

  Date: 11/05/2023

  
  Complaint: ********
  
  I am rejecting this response because: It don't appear that the $28.50 from the prepaid account was ever credited.
  
  Sincerely,
  
  ******* ****

  Business Response

  Date: 16/05/2023

  Hi *******,
  
  Attached is a system shot confirming that the prepaid balance of $28.25 was applied to your account on May 2, 2023.
  
  Should you have any other concerns about your service, you can call us directly at 1-************.  We’ll be here to help!
  
  Best regards,

  Virgin Plus

  Customer Answer

  Date: 18/05/2023

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

• Initial Complaint

  Date:20/03/2023

  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 have purchased a phone on contract with virgin plus, my contract includes 22$ for phone tab and 60$ for the plan which gives 15 GB data. I was promised to get an employee discount of 30-35% from day 1 since I signed the contract. I have a confirmation number. I haven’t received the discount, I contacted customer service and escalated the issue and I was told that discount will be applied after 2 billing cycles and its been 3 bills cycles and the discount is not applied, additionally they keep charging me $50 extra for singing fee which was supposed to be waived off. I literally contacted them 3-4 times to resolve the issue but never received any resolution. Case manager named **** was supposed to contact me but never bothered to call. They just keep charging me randomly saying my data exceeded. I spent 9-10 hours of my life fighting with customer service team yet have never received any resolution. **** ***** ********* with an ease

  Business Response

  Date: 20/03/2023

  Hey there ****
  
  We are sorry to hear about your negative experience with your new Virgin Plus service.
  
  About your data usage - 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.
  
  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 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’ and you will pay for that. Remember that you are responsible for choosing the combination of Services that is most appropriate to your needs.
  
  Don’t forget - 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, 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.
  
  About your $50 activation fee – this fee was charged on the first bill for your service.  That same bill had shown that you received a promotional credit of equal value that had covered its cost in full.  A separate “upgrade processing fee” of the same value was charged when you upgraded your service to a new 24 month term.
  
  About your employee discount – Please consult your management to learn more about how to apply for, and enroll with an employee discount program.
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 22/03/2023

  
  Complaint: ********
  
  I am rejecting this response because:
  
  The processing fee second time was not supposed to be charged (that is what I was promised) 

  The employee discount I am talking about is the discount which was already applied and I received a confirmation from your end, my management team has nothing to do with it. Its a corporate discount that Virgin Mobile offers and it has to be applied from Virgin Mobile. I do not work for Virgin Mobile, I work for *******.

  I was promised that the discount would be applied from day 1 since I entered into a 24 months plan. 
  

  I also reached out to your customer service team and case managers team and was told that the only way my discount would be applied is by your Vmteamdiscount team. (******** ****** ** ****** ** **** *** ** ************ ****** *** ******** ***** ******* *****)
   I was clearly told by your case managers team that the $50 processing fee have been waived off and the credit would reflect in my next bill, but I don’t see that. ******** *** **** *** ******* **** *********. 

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

  Business Response

  Date: 22/03/2023

  Hello ****
  
  The attachments you provided show that your discount submission was received and that another email would be provided to confirm the application of the discount.  The email did not say the discount had been applied as you’ve stated.
  
  With respect to the upgrade processing fee – this fee was shown on the agreement you accepted to upgrade your service.  A copy of this agreement is available for quick access in My Account at www.virginplus.ca/myaccount.
  
  Should you have any other questions about your Virgin Plus service, get in touch using the contact information shown at www.virginplus.ca/contact - we’ll be here to help!
  
  Best regards,
  Virgin Plus

• Initial Complaint

  Date:17/03/2023

  Type:Customer Service 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 placed an online order to upgrade my cell phone. I submitted the correct shipping address. The business app used an old address on file instead. I calles within 5 minutes to have it corrected. Told I wasnt able to. Spoke with a manager who said the new process would allow them to update the shipping address on their end and I would have the phone by the flowing Wednesday. 3 business days later. I call to confirm this on the monday was told something completely different. Called the next day and the agent told me something else completely. Got pit to retention department and was told something else. I was told they couldnt call the shipping company to update the address. That the package had to returned to the warehouse and then they would reship it too me. Package was delivered ane accepted at the warehouse on Monday March 13th a like 9:34am. Didnt hear from the company for over two days after its return. Called the company and was told something completely different again. I was just told that i would have to wait to get an email from company that it had been returned and then i would have to put the order in again. I keep getting lied to by the employees. If i decide to stay with them as a company ill have to wait 3-4 weeks to receive the update from them and it isnt acceptable. Ive been with the company for 15ish years and havent had this kind of incompetence ever

  Business Response

  Date: 17/03/2023

  Hi ***
  
  We are sorry to hear about your negative experience with the shipping of your recent order.
  
  At this time, the return of your phone has not yet been processed by our warehouse and the existing order remains open.  We look forward to seeing its return processed so you can proceed to upgrade your service as you desire.
  
  Should you have any other questions about your service, please get in touch with us directly using any of the contact info shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

• Initial Complaint

  Date:15/03/2023

  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.

  I contacted Virgin Mobile to add a travel pass to USA on Feb 2, 2022, this pass is 60 dollars for calls, texts and data. I have had it before, after discussing, I decided to wait until we firmed the dates of our travel. Yesterday I contacted Virgin by chat ( March 13) and was told there was no such pass anymore, it was discontinued at the beginning of march, however I did not recieve any notification, so I bought a $13 day pass but realised its too expensive.I cancelled it online but got no confirmation of the cancelllation, so today I called ( march 14) and wanted to ask more questions, and the rep suggested again I buy the 60 dollar pass? then when I told him I was told yesterday I could not have it he then changed his mind and said I could not have it. I asked to speak to management and spoke to ( ***** ** * ******** )and he maintains they can't do anything even tho they misinformed me of the 60 dollar pass, on Feb 2 and on Mar 14.

  Business Response

  Date: 17/03/2023

  Hello ********* 
  
  We are sorry to hear your disappointment with the recent change in roaming options offered by Virgin Plus for use of  your service outside of Canada.
  
  The pricing and selection of services offered by Virgin can change from time to time and without advance notice.  All current offerings are shown at www.virginplsu.ca.  In this instance, roaming options available to add to your existing service are shown at www.virginplus.ca/roaming. 
  
  To add one of the available roaming options to your existing service, you can do so with the instructions shown at the link mentioned above.
  
  Should you have any other questions about your service, please get in touch with us using any of the contact options shown at www.virginplus.ca/contact.  We’ll be here to help!
  
  Kind regards,
  Virgin Plus

  Customer Answer

  Date: 17/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: as stated in my complaint they offered a 60 dollar data plan for a month in USA and then informed me they would not. Their current plan is 13.00 dollars per day and I am travelling 30 days. It’s an excessive cost. I expect a minimum credit of 60 dollars for misinforming me of the 60 dollar one month plan first in Feb and second time this month. Their link in their  letter is offering the 13.00 dollar a day plan which is excessive. I am very disappointed with their letter. I have been a customer for many years. 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 20/03/2023

  Hey there *********
  
  We are sorry to hear your disappointment with the response provided to your complaint.
  
  Our position remains unchanged.  It will not be possible to provide you with something that Virgin no longer sells/offers.  Services can only be provided with the specifications and pricing shown at www.virginplus.ca.  Credits will not be forthcoming in this scenario. 
  
  Best regards,
  Virgin Plus

  Customer Answer

  Date: 23/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: they will not honour what they promised, and if the plan is not available they can give me a credit of 60 dollars. 
  
  Sincerely,
  
  ********* *******

  Business Response

  Date: 24/03/2023

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

  Customer Answer

  Date: 29/03/2023

  
  Complaint: ********
  
  I am rejecting this response because: they have not offered anything, like a credit or apology after offering me a product twice they no longer carry, ( 60 dollar plan for a month for travel to USA). And then not following through. 

  So as a result we have bought a plan and sim card in the USA so we don't have to pay Virgin's overpriced fee of 13 dollars a day to use the phone. The USA plan is 30 dollars for a full month, unlimited texts and calls. ********* *** ***** ** ****** ********** **** **** ** ******* **** ** *** ***** **** * **** *** ** **** * ********* ******* ****** *** *********** ************ *** **** ** **** *** ***** ****** * ***** 

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