Complaints

This profile includes complaints for Virgin Plus's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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• 

  Virgin Plus

  Private Toronto, ON M5V 2T3

• 

  Virgin Plus

  1 Bass Pro Dr. Concord, ON L4K 2M9

• 

  Virgin Plus

  1 Promenade Circle Thornhill, ON L4J 4P8

• 

  Virgin Plus

  5000 Highway 7 E. Markham, ON L3R 4M9

• 

  Virgin Plus

  4300 Steeles Ave. E Markham, ON L3R 0Y5

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:10/04/2025

  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.

  Business billing for unreceived services , over a 11 month period tried being removed from an account to have spouse * *** ** * take over account as I had no virging plus services and she had begun services at new residence . Numerous contacts and steps taken to hand acct over and still received bills and qas still on acct. Final resolution was to ter.inate acct and start fresh with only her name on new acct , still trying to bill me as acct with no services ran a bill and is in default as I will not pay. As stated I do not have services which they are billing for and never had. Approaching 1 yr of trying to cut ties with virgin plus *** *** *** *********** ** ****** ****** *** ****** *********** ***** ***** , payments from other party have been validated and up to date by virgin plus. *** ***** **** *** ***** *** *********** ** ** ****** and insist I pay this bill for services unreceived or asked for.

  Business Response

  Date: 15/04/2025

  Hey *****,
  
  We are sorry to hear about your negative experience cancelling your Virgin Plus account.
  
  This email confirms that a goodwill credit of $249.50 has been applied to your Virgin Plus account, bringing your account balance down to $0.00.
  
  The credit bureau will also be informed of the update to the outstanding balance on your cancelled account within 30 days of our credit being provided.
  
  If you have any further questions or concerns, please don't hesitate to contact us at ###-###-#### or reply to this email.
  
  Kindest regards,
  
  Virgin Plus

  Customer Answer

  Date: 22/04/2025

  
  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:17/03/2025

  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.

  Virgin Mobile has been ********* ***** **** ** forcing me to pay a higher Cell Phone bill which was not agreedrd to earlier. In bought a iphone and ported my number from **** to Virgin ********** and agreed to pay $45 but after 6 months they increased the monthy charges to $56 without my permission. **** ** * ****** ** ******** *** ******** **** ********** **** **** ** ** **** ****** ** ******

  Business Response

  Date: 19/03/2025

  Hey *******

  Thanks for taking the time to reach out with this.  We are sorry to hear about your negative experience regarding your rate plan choice.

  After review of your account, we can see that you requested a rate plan change through your online account on May 18 2025, to take effect on your June 12 2025 bill date.  This change was from your previous rate plan of the Sweet Pay $45 with 60 GB of monthly data usage, to your current rate plan  the Sweet Pay $56 with 120 GB of monthly data usage allotment.  

  This change was made by you on your online account - we did not process this change.  Please review your records to see this in your account online.

  We hope this provides some clarification.  if you should have any other questions or concerns don't hesitate to reach our member care team directly at ***************

  Best regards,

• Initial Complaint

  Date:02/12/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I was a Virgin Mobile customer paying $32-$38/month for 10GB with unlimited talk and text. On November 29, 2024, during Black Friday, Virgin advertised 60GB for $34/month. When I inquired about switching, I was told it was for new customers only. I found a better deal with ***** ********: 20GB for $29/month. I transferred my number to ***** via their self-serve portal on November 29. On November 30, Virgin's win-back team offered me 35GB for $29/month and a $30+tax credit to cover my ***** expenses. I agreed and transferred my number back to Virgin, but technical issues caused delays, requiring multiple calls. Afterward, I received an agreement email stating I had agreed to 20GB for $49/month, which was completely incorrect. I called Virgin, and the representative acknowledged the win-back offer but said it was a mistake. After an hour-long call, I was asked to wait 48 hours for resolution. Later, I received another email stating I was on 35GB for $60/month. When I called again, I was told this adjustment was made to apply a monthly $31 credit to honor the win-back deal. The promised $30+tax credit was also applied. While the issue seems resolved on paper, I haven’t received my invoice reflecting these changes. **** ******* ****** *********** ****** *** ****** ***** ** ** **** ** ** *** **** ***** * ******** ** *** *** *****  I request fair compensation *** *** ******* ****** ***** *** ****** ****** ** ******** ************ This could include a credit to my account or another form of goodwill compensation for the inconvenience I experienced.

  Business Response

  Date: 02/12/2024

  Hey ******,

  We are truly sorry to hear about your negative experience with getting the new offer placed on your account.  We are happy to hear that a resolution could be met, and are confident that once your next bill has published, you will see the appropriate changes to your account.

  With respect to additional compensation, we feel that adjustments are not warranted, as you were able to receive a comparable solution to the original offer.  If there is any issue once your bill has been published, we invite you to contact our Member care team directly at ###-###-#### for assistance.

  Best regards, 

  Customer Answer

  Date: 04/12/2024

  
  Complaint: ********
  
  I am rejecting this response because:
  While I appreciate that the issue with my account appears resolved, I cannot agree that additional compensation is unwarranted.

  First of all I didnt call Virgin Plus and ask for a service its actually exact opposite Virgin Plus decided to call me and offer a seamless transition back to them.
  The resolution came only after multiple errors on your part, hours of phone calls, *** *********** ****** ****** ** *** ****

  These issues were caused entirely by Virgin** *********** and I believe it is reasonable to expect some acknowledgment *** *** **** *** ****** * ***** ********** *****
  I kindly request that you reconsider providing a goodwill credit or other compensation as recognition of the inconvenience caused. * ***** ***** * ****** **** ****** *** **** **** *** ** ******** ** * *** **** ******** ** ********** ** **** ********

  Date time and duration of all calls also what was discussed and offered are available if needed.

• Initial Complaint

  Date:08/10/2024

  Type:Sales and Advertising 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.

  When Virgin+ sales agent approached me when I bought my laptop at ******* Burnaby BC and lured me to switch from **** using a lower rate in March 2024. Virgin+ did not ask me to initial and sign off 34.48% annual rate increase. Virgin+ increased my rate by 17.24% after 6moth, i.e. yearly increase 34.48%. if this is not deception, what is????? Virgin+ using ********** *** ********* sales tactics to approach and lure consumers from competitors. Then Virgin+ hiked the rate by an annual 34.48% after 6 month. This is not fair to ******** **** me who lost my good old rate with **** ***** ***** ********* ** **** ****** ** ** ***** **** ***** **** ******* ** **** **** * ******** * **** ***** **** ****** I seek remedy by requesting Virgin+ to hold the original rate for at least 12 month and then increase at inflation ********* ** ******** *********** Virgin+ approached and lured me to switch cell phone from **** to them using a lower rate. but increase the rate by 17.24% on the 7th month.

  Business Response

  Date: 16/10/2024

  Hey there *******,
  We are sorry to hear about your negative experience regarding the billing of our Virgin Plus service.
  When reviewing your account, we noticed that you have an active complaint with CCTS regarding the same topic – CCTS COMP-********.
  Please note, your CCTS complaint is currently pending conciliation and to avoid any crossed wires, we will reply directly to that complaint only.
  If you require immediate assistance, please do not hesitate to contact us at 1-***-***-**** – we’re here to help!
  Kind regards,Virgin Plus

  Customer Answer

  Date: 16/10/2024

  I am rejecting this response because:  I actually talked to a Rep of CCTS early on, the frontline Rep said that if the business provides notice, they may increase the price. So I don't have faith in their mission and agenda even though CCTS has not provided an official determination yet. I do know CCTS counts complaints. I just do my part as a consumer to contribute to the statistics.
  Both CCTS and Virgin+ missed the point. The point here is not notice. *** * ******* ******* ******* ********** ******* ******* ** ****** ** ******* ** *** **** **** ******** ********* ** ****** ********* **** *********** ***** ** ***** ********** **** *** *** *** ****** *** **** *** **** ***** *******
   The rate of increase at 17.24% is also unacceptable given that I was approached and switched by their ********** *** ********* marketing only 6 months ago. The business is also acting in total bad faith by asking me to cancel service.  
  On a related note, Virgin+ ** **** ****** ** providing notice in the bill that necessitates signing in account to look up. But I have set up autopay and I don't sign into their website unless they charge to my credit card a different amount. Virgin+ is shy in sending price increase notice by hiding it in a bill. But they bombards ** with text messages of their advertisement. * **** **** ***** ******* ******** *** **** ***** *** * ** ***** *** ** **** ****** * *** ******** *** **** ****** ** **** **** ** ***** **** ***** **** *** *** ******** ** ***** ***** * ******** * ***** **** ***** * **** **** ******* **** ****** **** ****** ** **** ****** ****** ******* *** **** *** ** *** * ****** So my expectation was that the rate I got from Virgin+ should never be increased until I finance a phone from them. Hope you can

  Customer Answer

  Date: 18/10/2024

  I am rejecting this response because: there's no substance in their response.
  
  

  Business Response

  Date: 18/10/2024

  Hey there *******,
  Thanks for taking the time to write back and provide the additional feedback.
  Our position remains unchanged. Your CCTS complaint is active and pending conciliation. Virgin Plus will reply directly to that complaint only.
  If you require immediate assistance, please do not hesitate to contact us at ************** – we’re here to help!
  Kind regards,Virgin Plus

  Customer Answer

  Date: 23/10/2024

  I am rejecting this response because:I reject Virgin's unchanged position you conveyed to me today. Their response is a copy and paste of the previous response and has no substance. ***** *** ***** ** ****** ****** **** **** ***** ********* **** ***** ********** ****** ** *********. There's no law prohibiting filing complaints with BBB while having a pending case with CCTS.  BBB and CCTS have different mission/agenda and approaches and serve different purposes. BBB is an open platform for the public to review.  Virgin+ does not want their outright ********* record available in BBB platform for public review and critic.
  

  Business Response

  Date: 23/10/2024

  Hey there *******,
  Thanks for taking the time to write back and provide the additional feedback.
  Our position remains unchanged. Your CCTS complaint is active and pending conciliation. Virgin Plus will reply directly to that complaint only.
  If you require immediate assistance, please do not hesitate to contact us at ************** – we’re here to help!
  Kind regards,Virgin Plus

• Initial Complaint

  Date:07/08/2024

  Type:Service or Repair Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 07/08/2024

  Hi *****,
  
  We are truly sorry to hear about your negative experience setting up your Virgin home internet service.
  
  When reviewing your details, we were able to locate two separate accounts under your name:
  
  Account ********* with a Toronto, ON address
  Account ********* with a Aurora, ON address
  
  Unfortunately, we are not able to troubleshoot home internet issues over email correspondence.
  
  We ask that you contact our Technical Support team directly at ###-###-#### with the correct account number for troubleshooting, they are the experts and best suited to help you.
  
  If needed, they also have the ability to dispatch a technician to your location for onsite troubleshooting and repair.
  
  Should you have any questions or concerns, please do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 07/08/2024

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

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

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

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

  aurora address. No issues 

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

  Business Response

  Date: 07/08/2024

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

• Initial Complaint

  Date:25/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 29/07/2024

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

  Customer Answer

  Date: 30/07/2024

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

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

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

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

  Business Response

  Date: 07/08/2024

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

  Customer Answer

  Date: 08/08/2024

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

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

• Initial Complaint

  Date:24/07/2024

  Type:Sales and Advertising Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 26/07/2024

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

• Initial Complaint

  Date:24/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 26/07/2024

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

• Initial Complaint

  Date:23/07/2024

  Type:Service or Repair Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 26/07/2024

  Hi ****,
  
  Were sorry to hear about your negative experience regarding the billing of your home internet account.
  
  When reviewing your account, we can see that the $200 Security Deposit was released to your account as a credit on June 22, 2024.
  
  This credit will remain on your account and pay for upcoming bills until funds are exhausted.
  
  Should you have any questions or concerns, please do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 29/07/2024

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

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

  Business Response

  Date: 07/08/2024

  Hi ****,
  
  Thanks for taking the time to write back.
  
  Deposits are released to the account to pay for  upcoming bills until funds are exhausted.
  
  When reviewing your account, we can see that you have requested cancellation of your service, once cancelled, any remaining credit balance will be refunded to you in form of a cheque.
  
  Should you have any questions or concerns, please do not hesitate to contact us – we’re here to help!
  
  Kind regards,
  
  Virgin Plus

  Customer Answer

  Date: 11/08/2024

  
  Better Business Bureau:

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

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

• Initial Complaint

  Date:16/07/2024

  Type:Billing Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

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

  Answered:

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

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

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

  Business Response

  Date: 17/07/2024

  Hey ***,

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

  Please note, by giving you at least 30 calendar days' prior notice in writing, we may change Virgin Plus Services which are provided on a Month-to-Month Term (including Add-ons and Pay-Per-Use Services) and associated Charges and Fees.
  

  Virgin Plus may give you notice of a change by posting it on *************************, by including it on your bill, by sending it to you by email or text message, or by any other reasonable method.  For more information regarding our Terms and Conditions of Service, please see ***********************. By taking no action, you accept the change.  If you want to refuse the change, your remedy is to cancel the impacted Virgin Plus Service. 
  

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

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

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

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

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

  Best Regards,
  

  Virgin Plus

  Customer Answer

  Date: 19/07/2024

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

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

  
  Sincerely,
  
  *** ***

  Business Response

  Date: 07/08/2024

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

  Customer Answer

  Date: 11/08/2024

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

   

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

  
  Sincerely,
  
  *** ***