Virgin Mobile Canada Reviews (%countItem)
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Address: Private, Toronto, Ontario, Canada, M5V 2T3
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Cellphone carrier called on July 15 to make payment arrangement. Date of July 24th was agreed on. Saturday, July 18th started getting messages from virgin they were to suspend my service - I had already made an arrangement on the 15th for the 24th. Monday, the 20th, my phone is suspended and virgin claims they cant do anything over chat - but they suspended my phone for no reason so I cannot call. They completely disregarded my payment arrangement and are now not removing the suspension.
Product_Or_Service: Samsung //
Account_Number:
Other (requires explanation) I want my day credited back to me for service you suspended and I want my phone unsuspended. When a client enters a payment arrangement AND VIRGIN AGREES - VIRGIN CANNOT SUSPEND THE SERVICE.
Hi ***,
We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience this may have caused you.
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.
Make sure you pay on time because all amounts owing which are not paid by you or received by Virgin Mobile by your next Bill Date are overdue and you will be charged and must pay interest at the rate of 3% per month (42.586% per year) ("Late Payment Charges") on all overdue amounts calculated and compounded monthly from the Bill Date.
Virgin Mobile may suspend or disconnect any Virgin Mobile Service or terminate your Agreement if: (a) you fail to pay an account that is past due, provided the amount owing exceeds $50 or has been past due for more than two months; (b) you fail to provide or maintain a reasonable security deposit or alternative as requested by Virgin Mobile; or (c) you have previously agreed to a deferred payment plan with Virgin Mobile and you fail to comply with its terms.
We have reviewed your account and cannot find any record of a payment arrangement for July 15th. To confirm, your account was suspended for Non-Payment on July 20th 2020 and restored the same day when you spoke with a member of our Accounts Receivable team.
We remain truly sorry if this has negatively impacted your experience with Virgin Mobile.
Kind regards,
Virgin Mobile Canada
ON June 6 I bought this *** 128 G with 0 down ( acturely the *** starts on July 11, pls see invoice ) but signed 2 yrs contract with 2G internet no calls service monthly payment $40 ) With *** phone together, First of all I asked them gave me the top one of *** with the largest memory as my old one memory is lower which I got trouble to watch video and save tongs of file I had , The manager from this store *** said this is the top one of *** company no other *** more than 128 G memory, " you'll have no any problem for watching Video or save anything , I said fine let me try it first if doesn't work can I return in 15, he said yes so I felt it is ok then took home to use for a few times but unfortunately it was disappointed, even watch moves and video it always stucks which is very Frustrating, on July 19 Around 6 pm I calle this store and asked *** that I need to return this *** , *** sais the store will close soon. I said your store always open till 7 pm how came today is closed ear*** today. She said no reason we can close at any time if we want ,I asked her to pass the phone to manager ***, she said he is busy and asked me to come tomorrow any time . So I came back to this store today on July 20 around 6:05 pm , *** ,*** and another lady both are there. I talked to *** , I don't want this *** I need more memory of ***. and told him reason . He didnt say any words for sorry just most madly with very aggressive attitude answered me that if you can not prove it has problem then we don't cancel contact plus we hona charge $100 plus penalty . I said the cancelation policy us 15 days and it never says customer has to prove any thing . He said let me check your *** .I open it and showed to him , he said there is scratches on the back of phone, couldn't refound , I asked him where . He said on the white edges of back which made me laughter! How is the bigger *** here for a such small business ! He even right away took my *** with that little dust on , I found it is only a little spot of dust , I used soft paper to slightly wrap it , it is nothing there . I showed it to him again and . I also took pictures to prove but he didn't want to talk to me . Soon the store is closed. Helplessly , I went to the the security of this mall,*** and *** , I talked to them what happened ,these 2 guys suggested me to conact Revdex.com also gave me phone number they both looked my *** and both are willing to be witness to prove that there is no any scratches on this ***
Product_Or_Service: *** //
Account_Number:
Other (requires explanation) I was shocked by this terrible service provided by this unprofessional virgibe wireless store, it is horrible (not only fir tjis damaged i got, another case happened at this same time which o bought another friend bough *** mobile from thus store . They damaged the chips when they put in . But they don't want to cancel contract or give new one to replace it), I don't qant to deal with thus stire for ever , and request to cancel this *** asap with fully refund
Hi ***,
We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience this may have caused you.
If you purchase a Device from Virgin Mobile 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 15 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 Mobile 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 30 calendar days of the start date.
Unfortunately, scratches on the device would void the Buyers Remorse return period. To learn more about our Buyers Remorse policy, please visit www.virginmobile.ca/terms.
We are truly sorry if this has negatively impacted your experience with Virgin Mobile.
Best regards,
Virgin Mobile Canada
I had requested 4 phone bills that date back past the date that I am able to download myself from the website. My initial request was done on May 26th I made three subsequent calls over a 3 week span to see what the progress was and was told to wait by two reps and one manager. My next call resulted in being told that the previous reps had *** and had not submitted the request. The request was then submitted. After two weeks I finally received 1 of the 4 bills. I called two more times and was told to wait. My next round of calls I was hung up on by three reps and two managers (NOTE: I have a calm disposition and the reps had no reason to hang up on me.) On the 6th attempt I was told they had resubmitted my request. After two weeks nothing was received. I called again today, was again hung up or left on hold for more tan ten inutes by both reps and manager, then told I was not allowed to apply for bills older than 18months. Again I asked for another manager who again submitted my request. All in all it have been 8 weeks for bills that by law they must provide and I do not know what else I can do but contact you for support. PLEASE PLEASE HELP, I do not want to reprimand anyone I just want the bills which I need for applications for other matters. Again by law they must provide them to me and I haved been *** to too many times to believe this latest request will be any different.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Delivery of bills that were processed in August 2017, December 2017 and April 2018
Hey there ***
We are sorry to hear about your negative experience trying to retrieve copies of old bills from your account.
We checked and confirmed that our team has been attempting to reprint and mail the bills you mentioned, however, we have also noticed that the address on the 3 bills that you haven't received is different from your current address. In this instance, the reprint requests were mailed to the same address that was on those bills when they were originally released.
To remedy this, we have re-printed the 3 quoted bills again today (August 2017, December 2017 and April 2018) and flagged them to be delivered to your current address, and not the original address that was on them in 2017/18. We expect these will reach you by post mail soon.
A small fee is typically charged for re-print service ($5 per bill), however, in this instance, we have provided the re-print today with no charge as a goodwill gesture for your negative experience.
Should you have any other questions about your service, just give us a ring at X-XXX-XXX-XXXX. We'll be here to help!
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she ACCEPTED the response from the business.)
Although I do not except this response since one of the four reprints was received to the correct address, I am wholly fed up of dealing with virgin and frankly I dont expect to get these reprints despite the response back. Thank you very much for following through with the complaint and I wish you a pleasant week.
I switched carriers on June 22nd, 2020. I had overpaid my account by $37.67, I confirmed this 3 times with Virgin. Virgin has not refunded this amount yet and it has now been 4 weeks. I spoke with them 3 times regarding this issue and they says yes, they owe me this money, but they "cannot" credit it back onto my visa which I used to pay them the amount initially. They say they must issue a cheque and send it to me. They told me this a month ago and still nothing. Please get Virgin Mobile to pay me what they owe me now, via refund directly to my visa, or by an e transfer to my email.
I have attached my original contract in which you can see I signed up at the source in Niagara Falls, and I have attached a screen shot of my account which hows clearly they owe me $37.67 as of June 22nd,2020.
(as a side note, you application requires you to choose a location, there is no location, I joined Virgin through The Source in Niagara Falls, and Virgin is online for me-so no location).
I also need to mention here that Virgin has *** me with phone calls the week following closing my account, they never left messages, they just continuously phoned. They phoned a total of 6 times in 2 days and when I answered the call they said nothing..just silence. I eventually had to block their number. The one time the caller actually spoke to me, he kept asking me why I left Virgin and trying to sell me internet with them. I brought up again that they owe me money and he admitted that yes they do, but that they would have to send me a cheque.
I want Virgin to refund the amount they owe me in full today. 4 weeks is ridiculous and unacceptable. They can refund directly to my *** card which they have on file, or they can send me an e transfer to my email. Unacceptable that I have to file a complaint to this effect because they are so bad at refunding money they do NOT have the right to keep.
Hey there ***
We are sorry to hear your disappointment with the status of the credit balance on your account.
We checked your account and confirmed that there is indeed a credit balance on the account currently. Your service was cancelled on June 22nd. Your billing date is the 18th of each month. Your Final Bill is the next bill to fall on your regular billing date following your service cancellation.
At this present time, your July 18th Final Bill is still in the process of being published. Once published, it will show a finalized statement of your account, including previously unbilled usage or charges (if any) and any credit balance that remains.
Following your Final Bill, any credit balance that remains on the account will be refunded back to you.
Should you have any other questions about your cancelled account, please call us at ***
Best regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
In response to the statement sent by Virgin, I spoke with 3 different reps on different days following cancelling my service and not one of them said anything about needing to wait for ANOTHER billing cycle. That is ridiculous. You owe me $37.67. I am on the phone with you again right now as I type this and I am confirming AGAIN what you need to pay me, UNACCEPTABLE. Robert at Virgin (1:51 pm July 21) has now confirmed the amount owing to me is $37.67. Do I need to begin adding interest to this? You have no right to hold my funds.
Hey there ***
Your Final Bill was released and it did indeed show that your final balance was a credit that is owed back to you.
Following your final bill, our system created a refund for the credit balance as we had described previously. We expect you should receive this soon.
If you have any other questions about your cancelled service, just give us a ring at ***.
Take care!!
Virgin Mobile Canada
I am in shock at how Virgin mobile talks to potential clients. I signed up online for the most basic plan at $28/month a few days ago. I then received an email telling me that there is something super important regarding payment that needs to be sorted so I have to call them. I called and the agent (Josh, ID: ***) and I learned that the credit check done on me was a hard check. So, I asked to speak with a supervisor to inquire about why it was necessary to do a hard check on a basic phone plan just for my own knowledge sake because this seems unnecessary. The agent told me that there was no point speaking with a supervisor and that I would be better off letting him complete his check so that I can get my account activated. When I told him that I want to speak with a supervisor first and activate later, he got annoyed and started giving me attitude and speaking to me in a rather *** tone. I asked him to stop being so *** and asked that he just have a supervisor contact me. I had to then question why he was being so *** as I am a customer and he should not be speaking to me in such a *** manner. This was extremely unsettling so I took his name and ID and proceeded to inform him that I will wait to speak with a supervisor.
I decided to send a formal complaint on the site about this agent and received an email back from Virgin Mobiles telling me that they cannot address my complaint until I complete my activation process and am a customer! Problem is that I do not wish to become a customer if this is how they treat theirs. Still, I figured maybe it was just that agent who was ***, having a bad day, whatever...So I tried calling again and spoke with an agent (Eva, ID: ***). She asked me questions and just kept asking super personal and ongoing questions. I eventually stopped and asked her why the whole process was so complicated. I'm just trying to sign up to receive a $28/month plan. This whole thing just isn't worth it. She proceeded to tell me that she can see from my file that I have already called in the morning and was uncomfortable with this whole credit check process and that I had requested to speak with a supervisor (again, with a SUPER *** tone!) I'm baffled at this attitude that their agents have. It's super disrespectful and does not make me want to do any business with them. My issue is no longer with the credit check matter. My issue is with their representatives and the type of training that they are receiving.
***. Pay a little more to be respected by your phone provider. These guys do not deserve your money and they're certainly not getting mine, despite the fact that they have already conducted a HARD CREDIT CHECK on me. THEY WILL NOT GET MY BUSINESS.
Phone broke so I paid the $150 for a replacement. A few months later the replacement phone has no signal strength. Paid Another $150 to get a replacement phone with the same problem. Got a third replacement phone for free with the same problem. Virgin Tech said I need the volte setting in my *** which was missing. *** said they don't offer software trouble shooting. Employee number *** said this phone was never designed with a Volte setting. I asked for a refund and *** said no. I want my money back. Virgin refused to help me. When I needed my wireless carrier the most they refused to find a solution. I now need to go buy a new phone from another wireless carrier.
I bought my phone and warranty from Virgin and have been a customer since moving to Ontario in 2006. *** During this Covid hysteria I'm forced to work from home and can't do my job properly. I want my $300 back!!!!!! before I just wanted a credit but that was before my interaction with employee ***.
Hi ***,
We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience you have experienced with your SmartCare replacement devices.
Virgin Mobile is not the manufacturer of your Device. Any Device purchased from Virgin Mobile is subject to the manufacturer's warranty, which is valid typically for one year from the purchase date of your Device with your original receipt.
Virgin Mobile is not the manufacturer of your Device. Any Device purchased from Virgin Mobile is subject to the manufacturer's warranty, which is valid typically for one year from the purchase date of your Device with your original receipt.
The monthly charge for the SmartCare Plan you selected (plus applicable taxes) will appear on your monthly bill for your Virgin Mobile Services. Other applicable Fees related to your SmartCare Plan (for example, Non-Return Fees, Service Replacement Fees, or Non-Covered Service Fees as set out below) plus applicable taxes might be added to your monthly bill or Virgin Mobile may decide to collect such Fees from you before providing you with any Replacement Device.
You can subscribe to SmartCare for protection of your eligible device, which may include basic phone ("Basic Phone"), data stick ("Data Stick"), smartphone ("Smartphone") premium select smartphone ("Premium Select Smartphone"), tablet ("Tablet"), premium tablet ("Premium Tablet") or data-only device (each a "Device" for the purposes of this Schedule A) at time of activation or upgrade, or you may sign up at a Virgin Mobile store within 30 calendar days of your start date. Virgin Mobile may allow you, in its own discretion, to sign up for SmartCare once this period has elapsed. A visual inspection of the Device may be required because previously damaged Devices are not eligible for the SmartCare Plan.
Once you have signed up, a phone call from or to the Device must be made (or for Data Sticks and other data only devices, a minimum of 1 kilobyte of data must be transmitted) for SmartCare coverage to begin ("Protected Device"). If you meet the applicable eligibility requirements, Virgin Mobile may allow you to you pool your SmartCare Plan coverage for multiple Protected Devices on the account to receive a discount on your SmartCare Plans' monthly charges (the "Multi-Device Discount"). Note that SIM Cards do not form part of the Protected Device and SmartCare coverage will not apply to a device in which a SIM Card is inserted even if that SIM Card was originally associated with a Protected Device.
If your Protected Device suffers an operational or structural failure due to defects in parts or workmanship which does not fall under one of the Coverage Exclusions set out in the Coverage Details and Fees table below after the first 12 months of the manufacturer's limited warranty and/or, solely in the case of a Premium Plan, is lost, stolen or is affected by one of the other events set out in the Coverage Inclusions described in the Coverage Details and Fees table below, then Virgin Mobile will replace it with a Device of comparable kind and quality so long as you:
(a) Have not yet exceeded the maximum number of replacements of your Protected Device(s) (as set out in the Coverage Details and Fees table below);
(b) File a service request within 30 calendar days of the Failure;
(c) Provide proof of purchase of the Protected Device;
(d) Provide identification as requested;
(e) Provide an affidavit, as requested; and
(f) Pay the required applicable Fees as set out below.
Virgin Mobile makes no promise, representation or warranty that any Replacement Device will be new, identical or offer the same functionalities as the Protected Device being replaced.
However, if the Replacement Device you are given (which may be new or refurbished) is a different model than the Protected Device that has suffered a Failure, then Virgin Mobile will also replace the battery and/or charger used with your Protected Device. Replacement Devices will not exceed $1,500 retail price per replacement even if the retail price of the Protected Device is higher.
We have reviewed your account and can see that you have been in contact with our Executive Office team who have escalated your concern to our SmartCare team. Once they hear back they'll be in touch with a solution.
We thank you for your patience during this time.
Kind regards,
Virgin Mobile Canada
Note: This complaint is not against the store selected from the drop-down menu. There were no options to enter the store in Victoria, so I selected one of the Vancouver choices just to continue with the complaint. The complaint is against Virgin Mobile, ***
I opened a mobile account at this store on December 4, 2019. The sales representative told me that there was a promotion on plan type BYOP 55 - 4GB for $45 per month for the first year. I paid $55 for the first month and he told me the next bill would also be $55 but after that it would be $45. I signed the agreement electronically at the store.
My third bill in February was for $55, so I checked the copy of the agreement that was sent to me and saw the monthly charge is $55. I admit I should have reviewed the agreement more closely when it was emailed to me but I did trust what the representative told me in the store. I contacted Virgin Mobile Canada Customer Service on February 24, 2020 and I was credited $20 plus tax for two months in my March bill.
The next three bills were still for $55, so I contacted Customer Service again on June 8. They said the store would have to give them a promotion code to revise my billing. The manager of the store told me the $45 promotion had been in effect for three short periods between September 28 and November 29 but was not in effect on December 4. He said that the sales representative may not have been aware that it had expired.
Neither the store nor Customer Service will take responsibility for the sales representative's misrepresentation of the contract. They have refused to adjust my billing or make other compensation.
Virgin Mobile owes me $30 overcharge from the terms of my contract to date (June 10), and another $10 per month for each upcoming bill through November - another $50.
Hey there ***
We are sorry to hear that there was a misunderstanding with the availability of a discount on your newly activated service.
We checked your account and confirmed that what you explained about not receiving a discount is true. There was no discount being offered at the time your service was activated, nor was one mentioned on the Service Agreement that you accepted to activate.
We can understand you would be frustrated if you had expected that your service would have qualified for a discount and we want to take the opportunity to resolve this. Although a $10 discount does not exist for us to apply to your service, we were able to provide a 15% discount that will be added to the next 10 bills that you receive from us.
Should you have any other questions about your Virgin Mobile service, just give us a ring at 1-888-999-2321. We'll be here to help!
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she ACCEPTED the response from the business.)
Thank you for resolving this issue.
issue: unlocking a virgin, ***, cell phone. In late April, I spoke with four Virgin Mobile representatives in an effort to have my cell phone unlocked, so that I could move to another cell phone provider. The last person I spoke to at Virgin Mobile told me that they can't unlock my phone and for me to contact ***, the phone manufacturer. I attempted to phone them and was advised that due to the covid 19 issue to contact them via email. I attempted this and found their website impossible for me to have my issue dealt with. I went to a few electronic stores in my home town to see if they could unlock my phone. They said ,no, that it is Vigins resposibility. So here I am, no phone and virgin not unlocking it. Help!
I request that virgin unlock my phone so that I can use it with my new cell phone provider. If they really can not unlock my phone give me a working phone, or an adjustment. I had to get a new phone with my new provider or be without a one.
Hi ***,
We are truly sorry to hear about your negative experience regarding unlocking your device. In spite of this matter, we are happy to confirm the resolution of your complaint today, June 3 2020.
The device listed on your Virgin Mobile service XXX XXX-XXXX is the ***. The device IMEI number is XXXXXXXXXXXXXXX and the associated network unlock code is XXXXXXXXXXXXXXXX.
Most devices only require an 8 digit unlock code, if this is the case with your device, please use the last 8 digits of the associated network unlock code XXXXXXXX .
The following are the steps for unlocking the *** are:
1) Turn on phone and inset a non-Virgin Mobile SIM card
2) A menu will pop up asking to insert the network unlock code
3) Insert the provided code (XXXXXXXX) and press 'OK'
4) Your device is now unlocked
Should you have any questions or concerns, please do not hesitate to contact us - we're here to help!
Best Regards,
Virgin Mobile Canada
I have unlimited text and talk only, no data They said that I have unlimited picture messaging, but I can't Acces it, called them and they want me to to buy data in order to get my picture messages, Now I cannot acces the free picture messages without turning on my data which will be an extra expense, I said to them I don't need data, I just want my picture messages.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) Just want my picture messages, just like what the said in the contract
Hey there ***
We are sorry to hear that you ran into a hiccup trying to use your picture messaging.
To send a picture message, you will need to enable data on your phone. Pictures are not able to be transmitted without data.
We want to reassure you that Virgin Mobile does not charge for data that is used to send or receive picture messages when picture messaging is an included component of your service, however, you would be billed for any data used outside of picture messaging.
If you have any questions about enabling your data to use picture messaging, please give us a ring at X-XXX-XXX-XXXX. We'll be here to help!
Kind regards,
Virgin Mobile Canada
I have been with virgin mobile for years. When covid struck and I was laid off I had to spend many days, all day long just like many others, on hold for Service Canada to get employment insurance. To my surprise virgin charged me over $400 for this time which was spent calling a toll free numberwhich would not have been charged if it was a land line. After speaking to several people and getting the runaround they said they would adjust my account. I was explicit in saying I did not want this applied as a credit. I wanted it removed. As I was nervous I cancelled my pre authorized payment but they withdrew it anyway leaving me with hardly anything in my account as I had been laid off. I called again and got the runaround. I told them I wanted my money back that was *** charged and which they told me would not withdraw. I wanted the money put back in my account which I know they can do but they refused. I spoke to several people and was told a manager would call within 2hours but they didn't so I called again and spoke to several people. The best they would do is to say I would receive a check in 6 to 8 weeks. I found this ridiculous but had no other option. They said it would be mailed in 2 days which it wasnt. I called again speaking to 3 more people who were not helpful. It is very distressing to have to deal with this on top of losing my job due to covid. I feel they are *** to me as they also told me I would get a call or email when the cheque was mailed but have not heard from anyone and I hope you can help.
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I would like to be contacted by someone who can help as they would not escalate to a manager who could help and told me twice someone would get back to me but they didn't. I am very disappointed to be treated in such a *** and *** manner after so many years of being a loyal customer.
Hey there ***
We are sorry to hear about your negative experience with your Virgin Mobile service and its billing recently.
We feel it important to explain that that the term "toll free" does not mean that the call is free. The word "Toll" means long distance. This means that a "toll free call" is one that does not have a long distance charge. Airtime rates still apply for all calls made and received with your Virgin Mobile service when you are calling toll free numbers.
We checked your account and confirmed that on April 24th a credit was applied toward the usage charges you've incurred with your service on your April 2020 bill. Because you had a pre-authorized payment method established when your bill published , its full value was scheduled to be deducted, as was stated on the first page of your bill. Please note that changing your payment method does not apply to bills which have already published. A change would be applied to the next bill that produces on the account.
We also confirm that on May 8 a refund was issued for the full value of your most recent payment. That refund will take 2 to 3 weeks to reach you by mail. Please note that delivery of this refund may be delayed as *** may be backlogged due to COVID. We expect that this will reach you very soon.
To conclude, we wanted to remind that you are able to change your plan to any of the others that we have at www.virginmobile.ca/plans. We offer a variety of plans that include unlimited Canada Wide calling which may help to prevent the same type of overage charge from happening again in future.
If you have any other questions about your service or need help changing your plan, please give us a ring at X-XXX-XXX-XXXX. We'll be here to help!
Kind regards,
Virgin Mobile Canada
have received the response. However when I call I get the runaround from *** and unhelpful people who refuse to allow me to speak to someone who can actually help and answer questions. I also have not been personally emailed or called in this matter although I was told this would happen. I would appreciate an email with the tracking number for the cheque so I can track with ***. As they only tell me it will be 4 weeks or longer I have no way of knowing if they have actually mailed a cheque for the large sum of money that was withdrawn when they said it wouldn't and that I was also told could not be deposited in my account. This is such unacceptable business practice and customer service.
Hey there ***
We appreciate the additional feedback you have shared about your negative experience.
Your refund is being mailed. Postal mail does not have tracking numbers. We are not able to provide a tracking number that does not exist.
If you have any other questions about your service, please call us at X-XXX-XXX-XXXX.
Best regards
Virgin Mobile Canada.
Back to February 12th I called Virgin mobile to upgrade my device. The agent also upgrade my price plan from $15 a month to $20 a month and promise I will get $5 credit every month. The agent also promise they will waive the $40 processing fees.
I double confirm I will pay $20-$5 each month and no processing fee, she said yes.
After I hangup the phone and log into my online account I see $40 processing fee sitting there, so I called right back talked with second agent about this. I told him I want cancel the upgrade, the second agent asked reason and said if the processing fee is the issue he promise it will be waived and ask me do not worry. I trusted virgin mobile at that time. Today I got my first bill after upgrade, I see no $5 credit and $40 processing fees are on the bill. I called back again, now this time the agent tell me the credit will not show until third bill. Honestly the feeling I get is their agent can promise anything just to get the customer off the phone. So I want cancel the plan the agent told me I will be charged for the tablet because I did not cancel with 15 days after I upgrade. Will at that time I have not got my bill yet how do I know I got ***?
I want cancel the service without pay off the tab and I will return the device I have. I am not confident with this company anymore.
Hi ***,
We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience this may have caused you.
If we are providing our Members with Postpaid Services, they will be billed monthly in advance for their monthly recurring Charges and in arrears for monthly Additional Usage Charges. Their account will be assigned a billing date. Their bill will include Charges for their Plan, their Add-ons, their Pay-Per-Use Services, Additional Usage Charges and any additional Fees, plus applicable taxes. Their bill is payable on receipt.
Virgin Mobile will apply any discounts, incentives or promotions to their account while: (a) Virgin Mobile maintains these discounts, incentives, or promotions; and (b) they meet the applicable eligibility requirements (including maintaining their Service without interruption). Virgin Mobile may change any discounts, incentives or promotions and their eligibility requirements at any time.
Discounts, incentives and promotions may take more than one billing cycle to be applied and appear on their bill and will not be applied retroactively. Before making changes to their Virgin Mobile Services, please review applicable restrictions and/or eligibility requirements, as certain changes may result in loss of, or changes to, discounts or promotions. Please note, promotional pricing will not apply to partial billing periods.
We confirm that your $20.00 per month Tablet Data - 4GB rate plan has a $5 Tablet Loyalty Credit promotion that will take effect on your upcoming billing cycle, April 9 2020.
The $40.00 plus tax activation fee was credited by our Customer Care team on 3/18/2020. To confirm, they provided you with a total credit of $50.85, taxes included, reducing your account balance to $22.54.
Regarding cancellation; If you purchase a Device from Virgin Mobile 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 15 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 Mobile 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 30 calendar days of the start date.
Since you activated the tablet service on 02/12/2020, you are well outside of the 15 days Buyers Remorse period. Should you wish to cancel service, please contact our Customer Care team at X-XXX-XXX-XXXX.
If you cancel a Virgin Mobile Service that is subject to a Commitment Period prior to the end date, you must pay Virgin Mobile an Early Exit Charge. The Early Exit Charge will be your remaining Device balance at the time of cancellation, as determined in accordance with the "Early Exit Charge" section shown on your Important Member Info plus any applicable taxes.
If you have no remaining Device balance outstanding and your Agreement has no set term you will not be charged an Early Exit Charge. The Early Exit Charge is not a penalty.
Your remaining device balance for the *** is $302.50.
Should you have any questions or concerns, please do not hesitate to contact us - we're here to help!
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
When I upgrade my tablet, the both agents never told me anything like the credit would credit two or three bills later, which meaning I will not know I was *** within 15 calendar days. Your company use this time frame trick people stack in a contract before they realize it, which is not acceptable. I appreciate the last agent made the credit, which meaning actually your company can do that. But your company choose to charge customer first and holding their funds for two or three months. Right now everyone is fight COVID19 with short cash and they have to pay the money they should not pay two or three month early. This is a shame. I am still looking for returning my device without paying the rest tab, because I was not fully informed while on the phone. If your decision is no I will stay in the contract and of course not renew while the contract finished.
Hi ***,
Thanks for the response.
Virgin Mobile's position on how discounts are applied can be seen in Section 44 of our Terms and Conditions of Service, we have highlighted the relevant sections below:
44. How do discounts or promotions work? Virgin Mobile will apply any discounts, incentives or promotions to your account while: (a) Virgin Mobile maintains these discounts, incentives, or promotions; and (b) you meet the applicable eligibility requirements (including maintaining your Service without interruption). Virgin Mobile may change any discounts, incentives or promotions and their eligibility requirements at any time. Discounts, incentives and promotions may take more than one billing cycle to be applied and appear on your bill and will not be applied retroactively. Before making changes to your Virgin Mobile Services (including features or Virgin Mobile Content defined in Section 27), please review applicable restrictions and/or eligibility requirements, as certain changes may result in loss of, or changes to, discounts or promotions. Please note, promotional pricing will not apply to partial billing periods (this means, for example, if a Virgin Mobile Service is cancelled in the middle of a billing period, you will not receive promotional pricing for that partial billing period).
To confirm, you agreed to these terms and conditions when you signed up for service. These terms would have been provided in your membership agreement and can be found at www.virginmobile.ca/terms.
We confirm that your $20.00 per month Tablet Data - 4GB rate plan has a $5 Tablet Loyalty Credit promotion that will take effect on your upcoming billing cycle, April 9 2020.
The $40.00 plus tax activation fee was credited by our Customer Care team on 3/18/2020. To confirm, they provided you with a total credit of $50.85, taxes included, reducing your account balance to $22.54.
Should you have any questions or concerns, please do not hesitate to contact us - we're here to help!
Best regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you very much to responses. I understand you will not agree my solution. *** Anyway you do not need reply anymore since we will never agree each other. The only solution for the moment is I will stay away from your company after the contract is finished.
Hello Sir/MadamOn March 1, 2020 I subscribed an account with Virgin for $25/month for basic plan without data and without telephone. After 15 min negotiations in the store and by telephone with Virgin company, I was promised to waive activation fee charges ($40).I never used their service and cancelled my account on March 4, 2020, however, they told me that I will be charged $74 for month of March, activation fee included. They *** to me about waiving the activation fee.I am asking you to intervene into this situation and ask the company to waive any charges, because I never used their service, and because they promised to waive the activation fee. The waiving of the activation fee was the only reason that I subscribed account with Virgin.Thank you,***
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I am expecting to waive activation fee as it was promised before I opened account, and to waive any other charges because I never activated the service and cancelled my account within 3 days.
Hey there ***
We are sorry to hear about your negative experience with the billing of your Virgin Mobile service.
We checked your account and noticed that the service is still active at the moment and its cancellation was future-dated for the end of the month.
Can you kindly confirm if you would like to have your services cancelled immediately? Once confirmed, we will process your cancellation and continue to address your dispute.
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
Hello Sir/Madam,
The Virgin's response is not true. I cancelled Virgin account on March2, 2020, and I never even activated it. I never made a phone call and never received one. Virgin's employee *** from *** shop ensured me that there is no any cancellation fee, and that I can cancel my account any time. Furthermore, he (***) spent 15 min talking to Virgin by telephone regarding activation fee, and he told me that the fee is waived.
Therefore, I am not expecting any charges associated to my Virgin account as I never used it and I cancelled within 2 days.
Thank you
Hey there ***,
As mentioned before; We checked your account and noticed that the service is still active and its cancellation is future-dated for the end of the month.
Can you kindly confirm if you would like to have your services cancelled immediately? Once confirmed, we will process your cancellation and continue to address your dispute.
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
I cancelled Virgin account three days after opening, The fact that my account is not cancelled is Virgin's fault. May be they want to keep it active to collect the money. I stated clearly to close the account immediately. Therefore, I do not expect any charges because I never received SIM card ( and I explained that I need that SIM card in Vancouver), I never picked the card in Vancouver, and I never used the phone.
Thank you
Hi ***,
Thank you for confirming you would like your account cancelled. We are happy to confirm the resolution of your complaint today, March 23 2020.
To confirm, we have cancelled your account and as a gesture of goodwill for your negative experience, we have credited the account balance owing of $74.67 including taxes. We confirm the final balance of your cancelled account, ***, is now $0.00 (zero) and no further payments are required.
Should you have any other questions or concerns, don't hesitate to ask - we're here to help!
Best Regards,
Virgin Mobile Canada
I was a Virgin home internet user for three years. My promotion was about to finish by the end of 2019. On Nov. 28, 2019 while the same promotion was being offered again, I talked to Paul (Ref. Number: EZXXXXX) from the loyalty department and he finalized the same promotion for me for another year.
I received the first bill without considering the promotion and they told me I need to switch to an existing plan!!! After talking to Jeff from the loyalty department on Jan 7th, 2020, and after he checked the recordings of my talk with Paul, he applied the promotion and reimbursed me with an adjustment for that month.
Again, the Feb bill showed up without considering the promotion! Understanding that I need to call every month for an adjustment, I cancelled the service on Feb. 6, 2020. The final bill amount was again without considering the promotion, and even after calling the customer service, they told me that because of cancelling the service the final bill will be calculated without considering the promotion!!!
I suggest them to improve their processes to be able fulfil what they offer!
. I'm trying to clear up old debts and fix up my credit. I got a call from this company regarding my debt from an account in 2014. I was told I can pay a one time fee that was a little less than what I actually owed and we would be good. If I ever wanted to go with virgin again they'd make me pay the rest. Now I have this freshly remaining 25 dollars negatively reporting on my credit bureau and nobody from virgin is helping me! I would have just paid the full amount if I had known this would happen! I can't even get into the account to pay it because I was 18 ad don't remember the account information!
Bought a pay and talk account for my daughter with them, they *** money out of my account with pre-paid authorization that I did not authorize, said I had a zero balance, ***- I've never seen something so poorly managed or run.
I have been dealing with this issue for 3 months now and virgin has not taken it seriously. The mobile app to pay my phone was down so I called us customer care through the app to make a payment. The gentleman asked for my card and said payment went through. Gave me a confirmation number of XXXXXX. The payment was never approved and never reflected on virgins end. However my card was used for a bunch of infradulent payments (confirmed by my bank). I have spoken to 6 different people and I haven't been transferred to a supervisor. I've been hung up on, I've been told I'll receive a call and I never received a call. It's been three months and I've been fed up and no one is explaining why my card was used or not investigating it.
Product_Or_Service: Other /P20/2 year contract
Account_Number: XXX-XXX-XXXX
Other (requires explanation) I have switched carriers which has costed me money plus my virgin carrier fees. I would like virgin to take care of it for causing a security breach and wasting my time
Hi ***,
We would love to review your account to ensure that your feedback has been noted and help find resolution where possible, however, we need to know a little more detail.
Can you please reply to this email and include the phone number that was associated with your Virgin Mobile account or the account number itself?
Awaiting your reply,
Virgin Mobile Canada
(The consumer indicated he/she ACCEPTED the response from the business.)
Hello virgin .hope to hear from you soon
The number is XXX XXX XXXX
Hello. I haven't gotten a response yet from virgin and I have provided them with the information they have asked me for. I dont know how I would proceed from here as the case has been closed.
Thank you
Hey there ***
We checked the account of the service you mentioned in your reply and noticed that it is registered exclusively to a name other than your own.
To protect the privacy of the account owner, we wont be able to assist you with this account, however, we welcome the account holder to give us a call at X-XXX-XXX-XXXX so we can discuss any concerns they may have with their service or its billing.
Best regards
Virgin Mobile Canada.
As the primary account holder I cancelled my Virgin Internet service effective immediately on Friday, November 8, 2019 because I was offered a much better deal elsewhere that Virgin cannot match. Over the last week my husband (secondary on the account) has received many calls from their loyalty department trying convince him to return, sometimes receiving multiple calls in one day. On Wednesday, November 13, 2019 I was on the phone with their customer service department for nearly an hour, was transferred from one department to another because the departments do not communicate with one another. They had not yet canceled my account "effective immediately" and offered to do it nearly a week after I'd already cancelled. Then I was told they had "put a note" in the system not to call us again and I was assured that I would not receive any more calls from Virgin. Two hours later my husband received ANOTHER call, trying to convince him to sign a new internet contract. So I made another call to customer service and I was told they were going to put another note in my file and add my husband's phone number to their "do not call list" but I was told it can take 14 days for their internal "do not call list" to take effect. We've since had to block Virgin's number to stop their *** phone calls, but I believe they have multiple phone numbers.
I don't want any more calls and I don't see why it would take 14 days for the "do not call" to take effect. I would like for Virgin to stop *** my family.
Hi ***
We are sorry to hear about your negative experience trying to stop receiving certain calls from Virgin Mobile.
It sounds like our team has already assisted by appropriately adding your number to our internal do not call list.
If you require further assistance, please respond and provide us with the phone numbers you want us to stop calling and if possible, the account number that those phone numbers are associated with.
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
As of Tuesday, November 26, 2019 I was still receiving calls from Virgin and had to block all Virgin numbers from my phone in order to get it to stop. I would like to know why it takes 14+ days to stop receiving *** phone calls, and no one at Virgin has offered an appropriate answer to that question. I want to know WHY you are not able to respect my wishes when I've asked you not to call to try to sell me your services. I have given you these numbers multiple times and should not need to give them again. Your systems are computer-based, so why does it take so long for Do-Not-Call to take effect? It should be instantaneous. Is it simply your policy to continue to *** previous customers for two whole weeks in an attempt to coerce them to change their mind in that 14 days?
The send me a letter because one of their reps put a call involving me to virgin on the internet.
They continue to release my billing information to people with no authorization.
They allowed an unauthorized minor to add 2 phones to my account.
They made promises and never kept any of them and so much more.
had an issue with a phone; ***, which was improperly sold to me on the premise of it being water resistant. I had an unfortunate spill with it in the bathroom and immediately pulled it out, and have been drying it for over a day. Now I have lost a lot of important documentation, memories and I am out hundreds of dollars where their customer service basically can give everyone the middle finger.
Great customer experiences, *** and not standing behind your members, also having staff misinform customers leaves a terrible taste in ones mouth.
I have been dealing with Virgin Mobile for over a year now. At first they were okay. I requested they put a block on all data on my phone and they said they would. Then I got a bill that was more than regular bills. It turns out that they charged me data. Once again they said they put a block on my phone. Now I got an email saying that I have spent $50 worth of data in less than a week. I am going to switch to another provider because I am tired of ***.