Virgin Mobile Canada Reviews (%countItem)
View Photos
Virgin Mobile Canada Rating
Address: Private, Toronto, Ontario, Canada, M5V 2T3
Phone: |
Show more...
|
Web: |
|
Add contact information for Virgin Mobile Canada
Add new contacts
Address: Private, Toronto, Ontario, Canada, M5V 2T3
Phone: |
Show more...
|
Web: |
|
Add contact information for Virgin Mobile Canada
We found out through trans credit that we have an unpaid bill from Virgin Mobile from 2014. Virgin said that they sent bill to our address on ***. but we have not lived there for 11 years. we also secured the change of address service from Canada Post and we advised all services of our new address as we always do if we move. This bill is for $210.35 due to long distance charges to the U.S.but we never make long distance calls to the U.S.on a cell phone as we know that would not be covered by our plan. We called Virgin Mobile to ask about this bill and to send us a copy of it. Instead they said that we were going to get phone calls from a collection agency and he would not tell us where the account is now. In 2016 Virgin Mobile in fact gave us a 2 year phone contract and a new phone number. On that new contract they ask for your address and your email address as is always done. Virgin gave us the phone number we still have so how could they say that they could not have our address and especially our phone number. Also we did not have Virgin Mobile when we lived on *** and we moved from there in 2009 when our daughter remarried. The representative from Virgin Mobile was also very rude and belligerent to us and was clearly threatening. Our integrity is important to us and we have never left any bill unpaid.
Product_Or_Service: *** /unknown/
Account_Number:
Other (requires explanation) I want my credit rating corrected please. I do not owe them any money want this bill expunged. When asked repeatedly they will not provide us with any written or verbal information regarding this bill. They will only handle this by phone and they will not answer questions regarding information which we are given to understand is our need and right to ask of them. No debt collector has even contacted us - something is not right.Respectfully *** and
Hello ***
We are sorry to hear about your negative experience with your Virgin Mobile service and its billing.
We recently received the same complaint from you that you submitted to CCTS (CCTS file ***).
To avoid any crossed wires, any response provided to your complaint will be done with the CCTS.
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
We have read this response to the Revdex.com and we will answer them because we do not believe that there will be any "crossed wires here," if we do. As both places handle different aspects of people's complaints- it IS the Revdex.com that shows reviews of customer's experiences,and so we wish to answer to the Virgin Mobile company in this way. It was helpful to me as a customer to look at other people's experiences-but unfortunately, I did not do this before we entered into a contract with them twice! This kind of answer from their company is exactly WHY we turned for help from another source-customer service is terrible at Virgin Mobile and after reading several reviews, I realize that I am not the only person to be treated so badly.
We turned to both places for help because firstly we repeatedly told Virgin Mobile during phone conversations, that we wanted to handle this by seeing exactly why we were having a bad credit report-as submitted by them, to an independent collection agency-when in the first place, the address on file,was incorrect. An employee there told me on their phone that I must have "*** about my address" to Virgin Mobile-well what about contacting me about such a serious thing as MY credit situation, by the email address or the address or phone number provided directly to them-and I told them that they could not have sent anything to my address on file-because we would always we would even pay the Canadian Postal Services to forward for six months if we had moved-and that we pay our bills always. A Virgin mobile employee told when I called-on My own-to understand where this was "debt" was coming from me-that I had *** about my address when getting a phone from them-and yet, even supposedly owing them money- we got yet another contract through them two years later! We did not know that Virgin Mobile had sent in anything to make my credit rating be so badly affected. and were never told by them that we owed ANY money-even though it is very clear that they had ALL forms of contact for me to do this! How indeed can a person apply for a phone from any company when you are always asked for two pieces of ID -and -to provide your email address? I was the one who had to tell THEM that the address that we supposedly owed this money for the contract from Virgin Mobile, was one that I had not lived while this phone contract was made-we had moved away when our daughter got married several years before-but they say WE owed money to them. My complaint, which IS handled by the Revdex.com, is their appalling customer service. I-on my own-called Virgin so as to understand the "Debt", and yet, the angry person that I spoke to- when I asked on my own to be put over to the collections department-told me that he had a record of a phone call that my husband had made to Virgin Mobile to find out "what our balance was." I said "good then!" WHO does this if they do NOT intend to pay-but it was being used against us then? It had to be that the payment went awry-or why would we call? I was insulted so many times that I will not EVER recommend them, nor ever get a phone from them again-even for free. I reminded them a few times over calls to them, that I was the one calling in, and yet I was never told exactly where my contract was-as I was advised to ask-and I never once received an exact answer on anything that I asked explanations for -ONLY insults and then, more insults to me. I asked every time I phoned to have a paper bill sent to me, or even an email bill, so that I could see whatever this "bill" was supposed to be about. WHO does that if they want to escape paying? But once again, I was *** that I would be receiving a call from somebody who would obviously "verbally demand" this money-NO-I asked for "proof and explanation" in a paper form-sent to the address that they themselves had on file for me. Now we were given yet another amount owing from our second contract with them! I have yet to receive any form of billing and any calls. I am correct in calling the Revdex.com into this to look at it. I have a friend-who is a person familiar with the law and people's rights etc-she called in for us so as to get this matter straightened out if she could-and even she says she has never seen such behaviour and confusion that she encountered from a company. I wasn't even contacted by them to ask if it was ok to have given my personal in formation out to her-for which I would have said "yes..Clearly, they do Not want to settle this in any way, or they would have been happy to get a chance to resolve this matter! I do NOT like to do this, but I will not be *** and played with, and insulted this way. We are senior citizens, and it is our way to pay all of our bills-and this would have been one that we would never have left owing either in the first place,
HOW did we get another contract from them if we owed. I even called Virgin Mobile to ask them hypothetically, IF they would allow a person to get another contract from them if they were found to be owing-and the answer was a resounding emphatic "NO." Right here in their response to the Revdex.com, and so-to us-it shows that they do not want to settle anything nor admit their mistake to the public, but think I will just "do as they suggest" and let the CCTS resolve this. I am sorry, but I am happy that other's might get to know about the way you are passed around to many Virgin mobile employees and departments-some of which you have to ask for the transfer yourself, so as to try to resolve or understand anything, and that you WILL be insulted and tried IS very real. I am shocked at their business ethics, or lack of, and cannot believe that anything like this could ever happen in any country nowadays. They, meanwhile, have commandeered my credit report for four years-for which an employee informed me that I "had to be pretty *** for not checking on!" Well-THAT was the last straw with Virgin Mobile. We don't have debts, and we managed to get a car with my husband's and my signature also, and another contract from them even- two years after this "debt" was being put into a collector's hands- even after we supposedly owed on the first phone, and we pay our rent, etc, so why would I check. I did randomly lately-and this was what I found- so I hope that other's will not go through this and "assume" like I did that all was ok with my credit rating, until I just got curious -AND- it was being offered for free online.
Hello ***,
As previously mentioned, we received the same complaint that you that you submitted to CCTS (CCTS file ***).
The CCTS (Commissioner for Complaints for Telecommunications Services) is a Canadian agency that addresses telecommunication services complaints. The CCTS is a non-profit corporation incorporated under Canadian federal legislation.
Since you have an active complaint with the CCTS, we will be unable to comment further on this form.
Kind regards,
Virgin Mobile Canada
Me and my spouse arrived at the *** mall this afternoon today (June 30th) at around 4:00pm in which we were inquiring to switch providers as we were not happy with our current provider (***).We were in the mall with 2 employees at the virgin mobile stand looking to terminate our contract with *** and sign up with virgin pending the offers we received, the employees had informed us they required our current numbers if we would like to keep the same number in which my spouse was the first one to do so, we had informed them that we were not looking to pay a large upfront cost for new cell phones and activation. The employee mentioned he would be required to start the process before being able to fully see exactly what the charges would be and he would see what he could do in regards to making the transition quick and painless as best he could. Virgin mobile informed the employee that for both lines we would be looking at a $400 deposit for each line in which we had declined and would be taking our business else where.Once we had packed up our children into the car and began to drive away from the mall at 6:00pm my spouse (***) had realized her line was disconnected, we phoned *** mobility to see what was happening and they had informed us that the line was ported over to virgin mobile. Since about 6:30pm the both of us have been making many attempts to resolve this issue with absolutely no headway and it is now 10:30pm, we have spoken with several employees over virgins "Live Chat" in which they ended the conversation suddenly for no reason and I have spoken with 2 reps over the phone in which I had been told " Hold on while I transfer you to the correct department" and wound up disconnected instantly.
Account_Number:
Other (requires explanation) For this major inconvience i would like some form of compensation, whether Virgin decides to take care of my current wireless bill, completely waive the $400 deposits upon signing a contract for both lines or something along those lines.The both of us have completely ruined the rest of the day and night not only for ourselves but for our two children as well, we are also paying for a service that we are completely unable to use due to virgin mobile not making any attempts to resolve this issue
Hey ***
We are sorry to hear about your negative experience trying to activate a Virgin Mobile service and the troubles you encountered after your visit to our store.
We checked our systems and were not able to find an active Virgin Mobile service using the number you mentioned (***). If you are still experiencing issues that require assistance, please let us know the active Virgin Mobile phone number or account number so we can assist you.
Should you require immediate support, please call us at ***. We are here to help Monday thru Saturday 8am to 12am EST and Sundays from 9am to 10pm EST.
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
The phone number provided was given for a basic INQUIRY to switch to Virgin, there was no authorization given towards "porting" the phone number to virgin, no contracts signed, no sim card received and no activation process. I have had to spend hours and hours of my day to go out of my way to get this problem resolved. This problem started on the recent Sunday and both Virgin and *** did not have a solution for the problem and continued to point the finger at each other for the problem and tell us to contact the other company for a resolution, it wasn't until I took the time out of my day to walk back into the same store and have the manager of the Virgin booth call virgin's call center to get the issue corrected in which he had to call back SEVERAL different employees who he himself explained " I don't believe they are all competent enough so im going to do this several times until I get someone competent enough", I was told " the number is just floating around" and they would take a "chance" to see if when they released the number hoping that it would reactivate the line ***. I did however work and the service has been restored and ported back to my bell account but in this process I spoke with several employees who transferred me to a different departments and wound up hanging up on me along with the agents on their live chat who when simply given the scenario of the problem they in turn just ended the chat. I have now taken time out of work, travelled to another city and had to drag my son out on his summer vacation just to get this problem fixed which was never our fault to begin with as I am fairly certain as explained by another in store representative at bell that this action is actually illegal. Virgin cannot find the number because it was never actually with virgin, to make it easier to explain the number was taken by virgin and put on hold so the number was in between both companies being prepared to port to virgin. To sum this up, virgin did not cooperate when attempts were made to fix this problem that they caused which caused me to have to go out of my way for a mistake that they themselves made and we were majorly inconvenienced. 2 days of no service, hours of time on the phone and online chat with zero solution nor care to help, time lost from work, travel to the same store and caused major amounts of stress towards my spouse as she relies on her phone for work purposes. *** and virgin are realistically sister companies, id like virgin to own up to their mistake and actually compensate us for this. If virgin had of done the right thing from the start I would have just brushed it off and gone with "everyone makes mistakes" but this was not the case and made us fix this problem. If I had of just left this alone would they have ever fixed this? after all I went through to fix a mistake they made I can bet probably not. Virgins response in this looks more to me like an automated response which shows again they could really care less, I have contacted them in regards to this as I have already explained, taken this to social media and the Revdex.com and this response from them is far from satisfactory. Customer service these days is really not what it used to be and needs a major overhaul, the fact they simply just hang up the phone on you because they cant figure out the problem is absolutely ridiculous and disgusting and needs serious correction. Virgin please take the time to actually go through your call logs your agents are being recorded on supposedly along with the online chats. *** and Virgin both seem to have many similar traits when asking for management as well, they seem to not exist or care to even reach out to customers unless its in regards to something positive.
Hi ***,
Thank you for providing the number in question.
As we previously mentioned, the number *** is not linked to any Virgin Mobile service, active or cancelled. The number was never ported to Virgin Mobile Canada. We recommend you contact *** Mobility directly for further clarification.
Best Regards,
Virgin Mobile Canada
I am filing a complaint about Virgin Mobile's Insurance Company.
In the first place,
I requested a replacement phone for my damaged one and they sent it away.
In addition, I never received the phone and *** who was delivering the package brought it to my attention that it was sent to the wrong house and never returned. In fact, every time I called them they kept telling me it was delivered to my place which it wasn't I seen it with my own eyes and they kept prompting me to call *** even though this was the insurance company responsibility.
Furthermore I'm still being billed for the phone I never got and I canceled the re delivery Which is unfair.
Please fix it so that my phone bill is reduced.
My cell phone was badly damaged so I called virgin and then they put me through to their insurance company and I was told they would send me a new one and then by mid-may it was delivered but to the wrong address and never return to *** and I kept calling the insurance company about this and they kept telling me it was delivered to my address which it wasn't they kept telling me to call *** to open an investigation when there was no need to because it was their responsibility and just today I kept talking to one supervisor after the other and the last person I talk to you hung up on me and now I'm being billed for a phone I don't have in this is unfair.
Account_Number:
Other (requires explanation) I would like the extra money taken off this month's bill and I would also like an apology from the insurance company
Hi ***,
We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience this may have caused you.
When reviewing your account, we see that you reached out to us directly to address your concerns after you had sent this note our way.
To confirm, our Customer Care team applied a credit totaling $189.84, taxes included to your account on June 25 2019, we trust this has resolved the issue.
We remain truly sorry if this has negatively impacted your experience with Virgin Mobile.
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 ACCEPTED the response from the business.)
I accepted the response from Virgin because they took a lot off this month's bill so they deserve a second chance
To whom it may concern ,In the first place Virgin Mobile Canada and the insurance company affiliated with them are charging me way too much not only for a phone that I never received that was supposed to be a substitute but also for a phone that they wanted back but told me they were going to send me an envelope to send it back in but never did In addition their website kept giving me the run-around every time I try to chat with someone online through their website they brought me back to square one and furthermore the insurance company affiliated with in kept giving me the run-around with me talking to a machine as opposed to an actual person and when all was said and done they told me to contact virgin And finally if this issue is not resolved and if they don't take the extra $300 off my bill I will take legal action against themThank you ***
Account_Number:
Hi ***,
We are sorry to hear about your negative experience using your *** coverage and the billing that followed.
When we checked your account, we noticed that a $300 charge was credited on September 1 2019. We encourage you to check your account and billing as this appears to be resolved.
If you have any other questions or concerns, please call us at ***.
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she ACCEPTED the response from the business.)
I forgive you
They sent me to collections june 1 2019 for an alleged bill back in 2015. I called to settle this as it is wrecking my credit score and I literally spoke to 9 *** people in 9 different departments, got laughed at by 3 of them, yelled at, talked over as I was explaining told to call *** and got hung up on.
The last guy named eric I spoke to tried to *** over this and they cant provide me with any thing showing why I owe this as their computers have been purged of everything prior to 2017 dec.
***. Worst experience in my 47 yrs existance in this marble.
I am in ridicules situation and the company is treating me terribly when I am explain how urgent of a matter this is.I have purchased a home from the builder and paid $50,000 deposit until closing date. A month ago I started my process for getting my mortgage approved and my broker noticed that company VIRGIN MOBILE made an impact on my credit score recently, putting me in a negative balance of $251 dollars.I have never applied for virgin mobile phone number and never used any numbers from this company. My broker told me to send a request to *** which I quickly did so.
*** came back to me saying that virgin mobile replied to them that the account is in their system and its closed. I ask my family to call virgin mobile and explain that we never applied and had phone number with them. And this is where the true night mare started. -Every time we would call, representatives would give us different information. I have never been treated so unprofessionally especially when I am about to lose my huge deposit on my home.At first we called they said everything will be removed. Second time we called they asked us to go to one of their locations. When we went to one of the locations with all my ID'S they didn't like my nephew to be my translator so they asked to come with another translator. When I brought another translator at first they told us everything will be removed then they told us to provide them with police report. I have provided them with police report number. After providing them with police report number they are simply started ignoring me.This is the most disgusting treatment you can ever imagine when they know I am about to loose my house and money. Even if I were to pay their *** 251 dollars my score wont be good enough for the approval but this company doesn't give a ***.I understand that I have the right to go to court and I will definitely be successful in it but I really don't want to loose my house and if to go to court it will take time.
Account_Number:
Virgin mobile told me that account number in their system is ***. I need urgently to remove information from my credit score that was never applied for. Another strange thing that they made notes on my credit only in 2019 when the bill as per them from 2015. Where have they been all these years. Also if I can ask Revdex.com to provide me with virgin mobile report at this time. Im confident that I am not the first and the last person treated this way.
After over 3 years with Virgin Mobile I have called almost every month to complain about data overage fees. During every call the rep would lead me through various means of limiting and restricting data (background permissions, app usage allowances, etc). I would also go on to visit in-store reps abd kiosks for assistance in this matter. After proving on multiple occasions that I was doing all possible to limit my usage, I would still receive data overage charges. Calling back every month, I reiterated my case and pleaded for assistance, to the extent of changing my phone plan, limiting my data usage and ultimately turning off my phone if need be. It would reflect that on the months I flat out turned data off (entirely), my bill was the base fee of $75/month+taxes. Any month my data is turned On, I would receive bills between $120-$250, every month. On most occasions I would call and demand to not be on a plan that allows overage of data, only to be told no options were availble. Once my contract was up, I told Virgin Mobile I was no longer going to pay for any data overage, and they could switch my plan to what ever it needed to be, limiting whatever was necessary; providing I no longer incurred data overages. After, again, receiving astronomical data overage fees, I decided to shop around for competing plans; which were easy to find. I ported my number over to Freedom Mobile, but my phone (paid for during my contract) is being held ransom for a balance of overdue data fees. After spending many hours, on multiple days, on phone support with Virgin, I have been lead on a wild goose chase. I strongly believe Virgin Mobile team is acting maliciously and corner costumers into preditory-esk data plans, that they KNOW they cannot afford. I stated this fact to Virgin mobile many times, and demanded to be paying less or not subject to data overages. They refuse to release my phone SIM access, until 1. The balance owing on data overage fees is paid, 2. The middle of the month (proscribed billing dat)
Product_Or_Service: *** /G5/XXXXXXXXX
Account_Number: XXX-XXX-XXXX
Other (Requires Explaination) To move on, from Virgin Mobile, with my now owned phone (out of contract), to enjoy the services provided by Freedom Mobile. Without paying the disputed data overage charges.
Hey ***,
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.
Data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed.
This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them - it is your responsibility to understand how much data is used by your selected app(s).
Virgin Mobile will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continue Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle.
We have reviewed your account and can confirm that you exceeded your in plan data usage for multiple months and that you received all notifications along with the $50.00 data block notification on your device when it was applicable.
We confirm that on April 1 2019 our team applied a goodwill credit of $110.00 on your account.
Should you have any questions or concerns, please do not hesitate to contact us - we're here to help!
Kind regards,
Virgin Mobile Canada
Virgin Mobile increased the price of my plan without notifying me or obtaining my consent. When I asked for a credit for the difference during a recorded phone call on march 18th 6:30pm, I was told that they are not giving anyone credits and it is my problem if I wasn't aware of the change in price. I would like a $4 credit to be applied to my account after which time I will be going elsewhere.
Account_Number:
$4 credit plus taxes
Dear ***,
We are truly sorry to hear about your negative experience regarding the billing of your service ***. In spite of this matter, we are happy to confirm the resolution of your complaint today, March 22 2019.
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.
Please note, by giving you at least 30 calendar days' prior notice in writing, we may change Virgin Mobile Services which are provided on a Month-to-Month Term (including Add-ons and Pay-Per-Use Services) and associated Charges and Fees.
Virgin Mobile may give you notice of a change by posting it on www.virginmobile.ca/updates, by including it on your bill, by sending it to you by email or text message, or by any other reasonable method. For more information regarding our Terms and Conditions of Service, please see www.virginmobile.ca/terms.
We confirm that you were notified of a price change for your *** service with a message on page 3 / 3 of your January 15 2019 bill to take effect on your March 15 2019 bill. This message provided the option to change or cancel your plan, and is attached for your records.
In the spirit of goodwill and for your negative experience we have applied a credit to your account totaling $13.56, taxes included. This credit is equal to three months value of the March price change (3 months x $4.00 plus tax). This credit will be itemized on your upcoming bill and has reduced your account balance to $36.16.
As we have provided you with at least 30 calendar days' prior notice in writing of the monthly fee increases of your price plans, we consider this matter resolved.
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 ACCEPTED the response from the business.)
Credit is being offered and is greater than the minimum requested in my complaint - thank you Revdex.com for helping to keep these companies honest - unfortunate that Virgin Mobile needed their customer to resort to this measure to obtain a credit.
Contacted account cancellation department because of current problems with Virgin Mobile, spoke to Cancellation supervisor *** employee ID: ***. *** ran a diagnostics over the phone and stated thats it problem solved. Did not ask once why I wanted to cancel the account and started talking sarcastically as if I was *** about the issues over the phone. She stated I am the supervisor and even if I try to contact complaint unit the call will be directed to her. She hung up the phone after saying Thankyou for choosing virgin mobile and did not actually resolve or helped. *** is using her authority and not actually helping customers with problems. I would like to cancel my virgin contract after speaking with a supervisor like her who doesnt care about customers and company image and would never ever recommend virgin mobile to any friends or family. Instead of reimbursing for the losses , supervisors are being sarcastic. She should join circus or a comedy show if thats what shes good at.
Product_Or_Service: *** /***/
Account_Number:
Cancel the services and terminate the contract.
Hey ***,
We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience this may have caused you.
When reviewing your account, we see that our Executive Office team is working with you to resolve your concerns. We ask that you continue to work with them directly as you will receive a faster response.
Should you have any concerns that remain outstanding, we invite you to reply to this email and let us know.
Kind regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
A member from executive office emailed me saying they apologize for any inconvenience, but that's it. They are not going to reimburse any loses for no service, interruptions , call drops etc.
They just sent an email stating sorry for misbehaviour of their employee? That is not acceptable. Being a customer and paying my monthly dues on time always, I don't expect this kind of gesture and behaviour from a mobile company like Virgin.
I don't feel like the employee from executive company presented a better solution to the problem. The company failed to reimburse any loss.
For about two years, my wife and I have been experiencing charges on our account. We have told them that we did not go over on our mobile data and they treat us like we are ***. They give us *** and even ignore the fact that we have screenshots showing that we did not go over our data for the month. They continue to try and get us to pay for the charges even though we did not make them. My wife spends hours on end talking to them showing them proof that we did not make any charges but they still won't oblige to helping us. One representative told us that we owed 54gb on our data charges and that it's not possible to go over that much and that it must be a glitch in the system. He told us that he would take the charges off once my wife calls them to verify since she is the primary account holder. We call back after realizing they didn't and they denied ever saying that and there was never any phone call or representative that said that. Another representative told us that they would look into it as they will have to hear the phone call recording to see if this conversation actually took place, implying we are ***. We never got a call back and today I spoke to them myself and again, we get 3rd representative who gives us *** and implies *** saying, no representatives ever said anything about 54gb of data or that it was a glitch or that recordings were going to be looked into. This is how it goes. They argue, call us ***, then deny that we spoke to anyone that agreed to help. I'm furious and now want out of my contract. ***
Product_Or_Service: *** /***/Gold plan
Account_Number: XXX-XXX-XXXX
Other (requires explanation) We want out of the contract. ***. We just want out contract to end with them so we can go to another service ***. I did sign into a new contract in December but that was because they refused to fix my phone which was not caused by user damage. I have insurance. It was a 5 year old phone and it was already breaking down. Something I found out later on as they told me that it's a newer phone. I want out of this contract and a refund.
Hey ***,
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.
Data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed.
This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them - it is your responsibility to understand how much data is used by your selected app(s).
Virgin Mobile will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continue Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle.
Remember, you are responsible for the protection of your account and password(s) and for all use of your account, the Virgin Mobile Services and your Device by yourself and any other users (including subscribers on your account whether or not they are "authorized users". If you have concerns about unauthorized persons ordering Virgin Mobile Services without your permission, you should investigate the appropriate use of parental controls, passwords and personal identification numbers for your account. You are responsible for payment of all Charges on your account which is why it is so important to protect your account and keep account information (including authorized users) up-to-date.
If you refer to your agreement for service XXX XXX-XXXX, you can see the Retail price of your Sony Mobile Xperia XZ1 was $999.99 plus tax on a 24 month commitment period, each month a portion of your device balance was decreased by $41.67. This device was provided to you at no up front cost and the remaining amount would be owed at the time of cancellation of the agreement. The current device balance remaining is $875.00.
If you refer to your agreement for service XXX XXX-XXXX, you can see the Retail price of your Samsung GS7 was $799.99 plus tax on a 24 month commitment period, each month a portion of your device balance was decreased by $33.33. This device was provided to you at no up front cost and the remaining amount would be owed at the time of cancellation of the agreement. The current device balance remaining is $66.66.
Don't forget, you can review your account and your voice, text and data usage online through virginmobile.ca/myusage, or by downloading the Virgin Mobile MyAccount App to your Device at virginmobile.ca/app. You can update account information, add Add-ons to your account, view and change your Plan details, manage which subscriber(s) on your account is authorized to unblock data and accept additional data charges for your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks, and monitor and manage your monthly activity to ensure your usage remains within your Plan or Add-on limits through your self-serve profile.
Kind regards,
Virgin Mobile Canada
This is not good enough as we already know this information. Sounds like they are pushing policies and pushing out charges hoping that we will back down from the dispute and pay the remaining balances. That isn't what was the trouble. They *** and call us *** and over charge on data when we don't go over, we have proof. They never once mentioned anything about the real dispute but kept pushing their policies so no, not satisfied with this.
Hi ***,
Thanks for the quick response.
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 Mobile.
As previously mentioned, we have reviewed your account and can confirm there is no error in the way you were billed for your data. Remember, you can review your account and your voice, text and data usage online through virginmobile.ca/myusage, or by downloading the Virgin Mobile MyAccount App to your Device at virginmobile.ca/app.
We remain truly sorry if this has negatively impacted your experience with Virgin Mobile.
Kindest regards,
Virgin Mobile Canada
I called on Jan 16 2019 about my phone being cut off and she talked to a lady about data charges equaling 100 used in less the 24 hours. I told her I didn't use that in data. And the line went dead like she hung up. I called back at 556pm 10 minutes after I talked to the first girl. And I was a man that answered and explained to me that it was data it was my next month bill and the he confirmed the payment arrangements I had made on Saturday 11 and said my phone would be restored by in an hour so at 712 PM. He told me numerous times it had nothing to do with data. He reashered me that he would write a detailed note on my fail about it to be sure if I had to call back it would all be there for the next agent to see. I waited until 830 PM and called back and got told once again it was data and they would not restore my services. They would not try to explain how it would be possible to spend that so quick. Seeing as I got a text message at 840am on Jan 16 2019 say it was $244. And by 530 PM it was over $369! It is so frustrating when they dont try to help. We have 5 members in our family who will not be using their services if this does not get resolved
Product_Or_Service: Samsung //
Account_Number:
To have someone explain to me better and maybe help me figure out what could have happened. Since I explained there is no way I used that much data in less the 8 hours.
Hi ***,
We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience this may have caused you.
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 your Virgin Mobile phone number or account number?
We are unable to locate your account with the number provided, ***.
Awaiting your reply,
Virgin Mobile Canada
(The consumer indicated he/she ACCEPTED the response from the business.)
*** is my phone number on the account
(The consumer indicated he/she DID NOT accept the response from the business.)
Although I appreciate you crediting my account. The problem is still the lack of respect and how there was no one who could answer any of my questions. Like why 1 person said it had nothing to do with my data and my phone would be turned on by 7:12pm. And also reashered me that it was my new billing cycle and he was going to write a detailed note. Then when I called back at 830 I got passed around like a football and back to it being my data with zero explanation of how this could have happened. I don't like being *** to especially by a service I chose to be with and I pay for. And they didn't even care when I said I would be switching providers the people I talked to the 3rd time that day were extremely rude and unhelpful
Hi ***,
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.
Data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed.
This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them - it is your responsibility to understand how much data is used by your selected app(s).
Virgin Mobile will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continue Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle.
Don't forget, you can review your account and your voice, text and data usage online through virginmobile.ca/myusage, or by downloading the Virgin Mobile MyAccount App to your Device at virginmobile.ca/app. You can update account information, add Add-ons to your account, view and change your Plan details, manage which subscriber(s) on your account is authorized to unblock data and accept additional data charges for your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks, and monitor and manage your monthly activity to ensure your usage remains within your Plan or Add-on limits through your self-serve profile.
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 had a complaint case *** that was first sent on November 13th, 2018. I then got an email stating they couldn't reach Virgin Mobile after several attempt's on December 20th, 2018. I then received a final bill from Virgin Mobile on Sunday January 6th, 2019. Now, we were charged way over on the bill due to their lack of communication to let us know what was going on.
I was on their Diamond 125 plan which gave me 500 minutes / myPeeps / Unlimited Text to Canada & U.S. / Unlimited Incoming Text / Call Display / Call Waiting & 3-Way Calling / Unlimited Evening & Weekends from 5PM / Canada-Wide Calling Included / Unlimited Worldwide Texts from Canada / Data 7GBS / Voicemail 3. I then, added on 3GBS to the bill to make it a total of 10GBS for the data that month. I spoke with a lady and she said I wouldn't get charged for anything more then the $125 for the plan and the extra $40 for the extra 3GBS plus taxes.
I made sure to double check with her just in case and she kept telling me not to worry so I thank'd her and hung up the phone. I then, receive my bill of $647 and some change from them due to over usage on my data. I looked at my bill and it said the total data used was 11.20 give or take a few ***. Confused and upset, I call them frantically to find out whats happened and all they did to me was just *** me and tell me its my fault and I need to pay them no matter what.
It's their policy as a company that provides phones to people to let them know when they get close to their data usage for the month. I received one text for the initial 7GBS that I had, so I added that 3GBS for $40 to my phone being told that I had nothing to worry about. Spoke with multiple managers at Virgin Mobile and they were nothing but rude and disrespectful to me. I've never been treated so poorly from a manager before anywhere. I was almost in tears at this point so we contacted you guys to help us out. They've contacted me so you should be able to hear from them this time.
Product_Or_Service: *** /*** 8+/diamond 125
Account_Number:
I just want to be left alone. I will pay my monthly charge for the bill and some of the cancelation fee but its been 3 months now. I wont pay anymore then $350-$400 for the final bill if that. I just want to be done with them and make sure nothing happens like this to anyone again. I know im not in the wrong, they need to take accountability for their mistakes and wrong doings.
Hi ***,
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.
Data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed.
This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them - it is your responsibility to understand how much data is used by your selected app(s).
Virgin Mobile will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continue Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle.
Remember, you are responsible for the protection of your account and password(s) and for all use of your account, the Virgin Mobile Services and your Device by yourself and any other users (including subscribers on your account whether or not they are "authorized users". If you have concerns about unauthorized persons ordering Virgin Mobile Services without your permission, you should investigate the appropriate use of parental controls, passwords and personal identification numbers for your account. You are responsible for payment of all Charges on your account which is why it is so important to protect your account and keep account information (including authorized users) up-to-date.
We confirm that on the November 3 2018 bill, you were charged an additional $430.43 for exceeding your in plan data usage on the *** line. These charges are shown on Page 2/3 of your November 3 2018 bill.
We confirm that on October 21 2018, you received the data block notification on your device, and on the same day you authorized to have it unblocked.
Don't forget, you can review your account and your voice, text and data usage online through virginmobile.ca/myusage, or by downloading the Virgin Mobile MyAccount App to your Device at virginmobile.ca/app. You can update account information, add Add-ons to your account, view and change your Plan details, manage which subscriber(s) on your account is authorized to unblock data and accept additional data charges for your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks, and monitor and manage your monthly activity to ensure your usage remains within your Plan or Add-on limits through your self-serve profile.
If you 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.
We confirm that on your December 3 2018 bill, you were billed for your Termination Liability Charge in the amount of $608.33 plus tax. This amount is calculated based on the remaining months you had left in the agreement, and was charged because your account was cancelled.
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 for your response.
As you mentioned in your email, the account was blocked once it hit $50 in over usage. I agree with you that we asked for that block to be lifted on the basis that an extra 3gb of data was to be added. I understand it is our responsibility to keep an eye on our bill but considering I did nothing out of the ordinary with my phone during the month of October I find it impossible to believe that I managed to use 7gb worth of data.
Also when you look at previous bills I was no where near hitting the 7gb so you must agree that it is out of the ordinary. None the less, the 3gb was added and the block lifted.
To then tell me that I managed to go over again by a further 7gb is impossible! There is no way I used 14gb of data in one month and going back to the fact that I should have been blocked after $50 worth of extra charges makes it further more impossible for me to be able to achieve this!
I don't need another long winded email explaining your terms and conditions, I would like to understand how I have been charged an extra $430.43 when it should have only been $40 for the extra 3gb that I added and at most $100 for over usage.
I would like this properly looked into and a more detailed response from yourselves as to why you allowed it to happen.
I am happy to pay for the cost of my monthly bill plus the $40 for the extra 3gb, $100 for the over usage charge and the $608.33 for the cancellation fee. But nothing more
(The consumer indicated he/she DID NOT accept the response from the business.)
Thank you for once again completely diverting around the main point.
I am sick of your responses avoiding all possible blame. I have had this with your staff over the phone, one of which even admitted the fact that I should have been notified after the 3gb added being used at 80% and then a block put on after $50 of charges when I questioned her about it. She then back peddled and claimed she didn't understand the question!
I have now also received a letter of which can only be classed as *** threatening my credit score if the total is not paid.
Regardless of whether or not you keep track of data usage, I can assure you, I did not use my data excessively to result in the over usage!
You need to accept responsibility that and I quote "Virgin Mobile will temporarily block data usage on your account once it reaches $50 in additional usage charges for domestic data"
The block was only lifted initially to add a further 3gb onto my account.
You failed to Block the account after the $50 additional charge and allowed my account to accrue over $400 in extra charges!
I would like transcripts or copies of all phone records I had with your agents and I will be seeking legal advice if this is not rectified!
Hi ***,
We are sorry about your negative experience.
Unfortunately, no monetary compensation is warranted for this complaint.
We remain truly sorry if this has negatively impacted your experience with Virgin Mobile.
Kindest regards,
Virgin Mobile Canada
Revdex.com complaint
es that I notice this same pattern of bill every month. I got a basic bill next month (august) but in September I received a whopping bill of 373$ from a marginal bill of 33$ per month.
Complaint description-
I came to Canada in January 2018 and a friend had referred me to virgin mobile network. We had a virgin wifi connection at home as well. I had an important license exam to clear and so had to study extensively for that. I wasn't working so had opted for a basic (minimum) plan of 25$ per month which included 500 minutes calling and no internet (they had later changed it to 30$, without any information). My bill kept on alternating between 33 one month to 42 next month, even with same usage. Once I discussed this to the c
Upon calling the customer services, I came to know that since I had limited calling minutes, which I had exceeded, hence the huge bill. Actually that month onwards I had started studying in a study group and we used to have discussions on phone. Since, I was new here, I was unaware of the fact that my incoming minutes are chargeable as well (there were very limited outgoing calls from my side). I am not an avid mobile user, it was just the study discussions. I was also kind of surprised that I didn't got any notification/call from the mobile company regarding exceeding the calling minutes. Anyways, after long discussions with customer services, they waived off some charges and settled at 118$. They offered me to switch to a higher plan and also offered a new Samsung A5 mobile phone, which was inclusive with that plan. They told me that my new plan of 50$ per month (with unlimited calling mins) would be activated only after I receive the new device. They had informed me that they had my old address where they will dispatch the device. I had relocated to a different location and told them to kindly deliver it to my new address. They refused. I also opted if I could come and personally collect it from their store, but they refused again. However, they gave me an option that when I get a confirmatory mail regarding device dispatch from ***, I can call the *** guy and ask him if he could deliver it to my new address or if he could drop it to any nearby *** office so I could come and collect. I only got a mail from *** (even after continuous tracking online) that they had resent the parcel to the sender as there was nobody to receive at the old address.
I tried contacting the customer services for the same many times but didn't got any satisfactory reply and they kept transferring my call from one to another. Finally, one of the virgin customer services representative told me that the device was in their warehouse and they will try to send it back to me soon. I just needed more calling minutes to continue with my studies so this guy told me that they can offer me unlimited calling minutes with my basic plan (30$) until I receive my phone.
As my exam was just few days away I was relieved that now I can continue my studies without unnecessary tensions. In the days just prior to my exam, I was so bogged down with the exam pressure that I didn't check my phone usage. I had checked it after one month, the next billing cycle was same as he had promised. I continued with my studies and was sure that same unlimited calling plan would continue until I get the new device.
On the day just before my exam I got a big shock from virgin mobile. Without any prior information, the unlimited calling plan was taken off and this time the bill was an unbelievable figure of 1067.20$. This was just too much !!
I somehow managed my anxiety and immediately after returning back from my exam, I called them again. After yet again a series of long calls and detailed explanation, they concluded that I have to pay 784$. Meanwhile, I checked my message history to find that I had got a message from virgin mobile that I had hit extra 50$ charge for extra usage. Actually, I didn't cared to check any messages (nor was I hoping anything like that) due to the upcoming exam. Anyhow, the message clearly said extra 50$, and not about 1000$.
It was a very big figure for me and since I was just at home and not yet working, this amount was hearbreaking. Anyways, I arranged the sum and paid it within the due date. I still did not got any device.
To summarize,
1. I kept on getting bills in an alternate pattern (one month high, one month normal) even with same usage from January to August.
2. I paid 118$ bill even without getting any notice regarding increased usage.
3. I again paid 784$ bill, even after their telling me that I would get unlimited calling minutes till I get the new device, which I never got.
To conclude, I would just say that nobody in their right mind would continue to keep on having a higher bill if they know that they really can't afford it.
I had no idea if anything could be done, a friend told me about Revdex.com recently, so I am writing to you.
Product_Or_Service: Other
Account_Number:
I would really appreciate if I could get refund, as my financial condition is not well.
Hey ***,
We regret hearing that you had run into a bill larger than you had anticipated as a result of your calling usage.
When reviewing your recent bill, we were able to see the overage charges you have made reference to. In an effort to keep you aware of your increasing usage costs and prevent unwanted overages from occurring, we had sent alerts directly to your phone as follows:
- Alert sent when all minutes included with your price plan had been consumed and an additional $15 in overage charges had accumulated
- Alert sent when all minutes included with your price plan had been consumed and an additional $50 in overage charges had accumulated
In addition to the above alerts being sent to your phone, we have also provided an Online Account and Mobile App to allow you to track and monitor your usage. These can be used to prevent an unwanted surprise from making its way to a bill.
To confirm, our Customer Care team has already provided you with a credit of $250.00 plus tax towards the additional usage charges on your November 21st bill. This credit was placed on your account on November 21st 2018.
Best regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
To be honest, I am not satisfied with the response.
My questions/complains are still unanswered.
Why my bill cycle was different (Increased) in every other month? (January to august)
Why didn't I received any message alert from Virgin regarding change of my unlimited minutes plan to normal 500 minutes plan?
Why did I got that huge bill ( Oct-Nov cycle) even though I was assured from you (Virgin) guys that I will be on unlimited plan till I receive my new phone from you?
I would only say that I am not denying that I received extra minutes message and I am also thankful to you for waiving off some charges from my bill amount. Regarding the two alert messages of hitting extra 50$,I actually could not comprehend much from the message because it does not convey that my present usage plan has been taken off. I was under impression that as per the communication, I have an unlimited calling plan only, till I get a confirmatory call/message/new phone to change the plan. I have also communicated this thing with the customer care guy.
Also, I didn't made any effort to call the customer care after receiving the alert message because the call waiting times are usually large and for those two months I was very stressed up with exam prep.
I was actually very shocked to see the huge bill in oct-nov billing cycle, because I was sure that I was using my unlimited calling minutes, as I was assured by Virgin customer care guy that my plan was unlimited minutes calling and I never received any prior notification or alert message that my plan is changed, so I don't thing so I should be charged for that.
Hi ***,
If we are providing you with Postpaid Services, you will be billed monthly in advance for monthly recurring Charges and in arrears for monthly Additional Usage Charges. Your account will be assigned a billing date. Your bill will include Charges for your Plan, your Add-ons, your Pay-Per-Use Services, Additional Usage Charges and any additional Fees, plus applicable taxes. Your bill is payable on receipt.
Virgin Mobile provides you with a variety of subscription options when ordering Virgin Mobile Services. You can subscribe to pre-defined Services (your "Plan"), add features (not within the Plan) that interest you (an "Add-on"), and have the additional option of using and paying for certain Services as-needed ("Pay-Per-Use"). The amount you must pay for any use of the Services (your "Charges") will vary depending on the combination of Services you select. Any usage over and above that which is included in your Plan or Add-on is additional usage and will be charged to you at the Pay-Per-Use rate.
To see the Pay-Per-Use rates, visit www.virginmobile.ca/rates.Remember that you are responsible for choosing the combination of Services that is most appropriate to your needs.
Both local and long distance calls are rounded up to the nearest minute, unless otherwise stated. Time begins when you initiate a call (for example, by pressing "Send") or, for calls you receive, from the moment the call request connects to the Network (which may be before the Device rings) until the time the activity is disconnected (for example, by pressing "End").
If you call a phone number outside of your local coverage area or if you receive a phone call when outside your local coverage area you will be charged for long distance Services. Airtime and long-distance Charges also apply to call-forwarding. For an explanation of local and long distance coverage areas, visit virginmobile.ca/coverage. Calls to special numbers (excluding those operated by and on behalf of Virgin Mobile), including those beginning with a "#" or a "*" or short codes (billed per call) are not included within your Plan or Add-ons and may result in additional charges.
Notifications are sent when additional charges are incurred. These notifications contained the following messages:
$15 Voice Alert - Hey Member! You've now hit $15 of extra minutes for this bill. Get the deets and options @ my.vmobile.ca. Lots of love.
$50 Voice Alert - Hey Member! You've now hit $50 of extra minutes for this bill. Get the deets and options @ my.vmobile.ca. Lots of love.
Don't forget, you can review your account and your voice, text and data usage online through virginmobile.ca/myusage, or by downloading the Virgin Mobile MyAccount App to your Device at virginmobile.ca/app. You can update account information, add Add-ons to your account, view and change your Plan details, manage which subscriber(s) on your account is authorized to unblock data and accept additional data charges for your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks, and monitor and manage your monthly activity to ensure your usage remains within your Plan or Add-on limits through your self-serve profile.
Should you have any questions or concerns, please do not hesitate to contact us - we're here to help!
Best Regards,
Virgin Mobile Canada
This company is deceptive and does not honour its contracts. *** Massive unexpected charges. ***It is truely regrettable that government regulatory bodies do not protect citizens from *** practices, especially now that governments are now presuming that we all have cell-phone and internet access.
While with virgin mobile I was never notified of any data overcharges and was charged for data overages. On one occasion virgin mobile charged me over $50 for data overages. Today they refused to provide me with an account number and refused to cancel the account stating that I am not allowed to make changes on the account when I am authorized to do so. Also stating that I proved them with the wrong address when that is impossible because I have only ever lived at that address. I have had the main account holder inform them multiple times that I am authorized to make changes to the account and also confirm our address. Call takers from virgin mobile are very rude and refused to connect me to a supervisor and hung up on multiple occasions.
Account_Number:
I would like a refund on all data overages that I was not informed of.
Hi ***,
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.
Data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed.
This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them - it is your responsibility to understand how much data is used by your selected app(s).
Virgin Mobile will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continue Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle.
Remember, you are responsible for the protection of your account and password(s) and for all use of your account, the Virgin Mobile Services and your Device by yourself and any other users (including subscribers on your account whether or not they are "authorized users". If you have concerns about unauthorized persons ordering Virgin Mobile Services without your permission, you should investigate the appropriate use of parental controls, passwords and personal identification numbers for your account. You are responsible for payment of all Charges on your account which is why it is so important to protect your account and keep account information (including authorized users) up-to-date.
Don't forget, you can review your account and your voice, text and data usage online through virginmobile.ca/myusage, or by downloading the Virgin Mobile MyAccount App to your Device at virginmobile.ca/app. You can update account information, add Add-ons to your account, view and change your Plan details, manage which subscriber(s) on your account is authorized to unblock data and accept additional data charges for your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks, and monitor and manage your monthly activity to ensure your usage remains within your Plan or Add-on limits through your self-serve profile.
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.)
Scripted response does not solve or address any of my problems at all.
Hi ***,
We regret hearing that our response was not satisfactory.
In an effort to keep the phones user aware of the increasing usage costs and prevent unwanted overages from occurring, we had sent alerts directly to the phone and blocked its data access as follows:
- Alert sent when 95% of the data included with the price plan had been used
- Alert sent and data blocked when $50 in additional data overages had accumulated
- Data remained blocked until handset user acknowledged their usage and accepted to continue with additional overage charges
- Alert sent when all data included with the price plan had been consumed and an additional $300 in overage charges had accumulated
In addition to the above alerts being sent to the phone, you are able to use My Account and our Mobile App to track and monitor your phones usage. These tools can be used to help prevent an unwanted surprise from making its way to your bill.
If you have any other questions, please let us know. We are here to help!
Kind regards,
Virgin Mobile Canada
Unfortunately I fell for a "free tablet" *** perpetrated by Virgin Mobile through ***. Tuned out to be a fine print *** to rope me into a 2 year contract. Misinformation resulted in me not recognizing the bill when it came in the mail. Apparently they tried calling me but did not have a phone # that identified them as calling from Virgin (appeared to be the same # as those *** and *** calls) did not leave a message saying why they were calling. Finally clued in that this was not a free offer at all and called to settle the outstanding account. They did no inform me at that time there would be more charges - a cancellation fee. Instead they took that right to collections which affected my credit rating - despite I had shown I was willing to pay the account. When I called to complain they yelled at me and hung up. I've had some poor customer service experiences in my life but this was the worst. At this stage I have to believe all they really wanted was to *** me out of $200.
No customer service exist. All telephone numbers are defaulted to Philippines. They refuse to connect you with supervisor because they do not have one. I started my internet service On October 24th, few days later no internet connection at all. Every day I called their technical number and for 13 days trying to tell them in Philippine that my Modem is not connected but all what they do was to conduct diagnostic tests to service that did not exist and say everything is OK. The last person said the problem is from the Modem and send another Modem with the same problem exist. Finally I was connected with independent technician in Canada who took less than 10 minutes to find out that my line has been taken by another customer and ordered Technician who came three days later. The technician showed me the address of the *** customer who took my line and fixed the problem. few days later the internet speed is always less than 30 m and it should be 50 M as I ordered. Up to this moments I do not know what to do as they refuse me to cancel their service. I big every customer not to deal with company at all.
I have home internet as well as a cell phone plan with Virgin Mobile Canada.
Recently, the modem for my home internet stopped working and I had to have it replaced. This left me without home internet for several days, while I waited for delivery of the new modem. As a result of not having home internet for several days, I fully expected to need to rely on the data on my cell phone, and expected that I would exceed my data allowance. Not wanting to incur overage charges, I called Virgin Mobile Canada prior to exceeding my data to explain my situation. The agent I spoke with only gave me 1GB of extra data while I waited for the new modem to arrive. I didn't think 1GB would be enough additional data to prevent exceeding my data. I expressed my concern but the agent assured me that it would be enough additional data.
As expected, I quickly used up my data allowance and incurred overage charges while I waited for the new modem to arrive. My invoice showed a charge of $347.25 for the overage charges I incurred while without internet at home.
When I called to customer service to ask them to remove the charge, they will only remove $252.75. I asked to speak to a manage; however one was not available at the time. I was told that a manager would call me back, but that did not happen.
I don't think I should incur any penalty charges because the modem that Virgin Mobile Canada provided stopped working. Had I not been without home internet for a period of several days, I would not have exceeded my data.
I'm asking that the remaining data overage charges be removed from my invoice.
Account_Number:
Remove the remaining amount of data overage charges from my invoice.
Dear ***,
We are truly sorry to hear about your negative experience regarding the billing of your service ***.
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.
Data usage is rounded up to the nearest kilobyte, unless otherwise stated. Applicable data Charges apply from the moment a data transmission starts and are measured by the data sent and received by the Networks in connection with such transmission, whether or not the data request is successfully completed.
This means that any of your account usage details may be greater than the data actually received by your Device in connection with the Services. Note as well that certain third party apps may generate data usage even when you are not actively engaged in using them - it is your responsibility to understand how much data is used by your selected app(s).
Virgin Mobile will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continue Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle.
Remember, you are responsible for the protection of your account and password(s) and for all use of your account, the Virgin Mobile Services and your Device by yourself and any other users (including subscribers on your account whether or not they are "authorized users". If you have concerns about unauthorized persons ordering Virgin Mobile Services without your permission, you should investigate the appropriate use of parental controls, passwords and personal identification numbers for your account. You are responsible for payment of all Charges on your account which is why it is so important to protect your account and keep account information (including authorized users) up-to-date.
We confirm that on the September 1 2018 bill, you were charged an additional $347.25 for exceeding your in plan data usage on the *** line. These charges are shown on Page 4/5 of your September 1 2018 bill.
We confirm that on August 29 2018, you received the data block notification on your device, and on the same day you authorized to have it unblocked.
We can see that you were in contact with our Customer Care team on October 5 2018. To confirm, our team provided a goodwill credit of $252.75, taxes included towards the additional data overage charges incurred on the September 1 2018 bill.
Although we do not regard the charges you have incurred to be an error, we can understand the implications a large bill can have and we would like to help reduce its impact on you. To do this, we have extended a onetime goodwill gesture to reduce the data overages on your September 2018 bill down to $50.00 plus applicable taxes. A total credit of $139.66, taxes included.
Since this adjustment has been made, your account balance has been reduced from $421.14, down to $281.49.
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.)
They are still insisting that I pay $50 in overage charges. This is unacceptable. As stated in my original complaint, the only reason I incurred overage charges is because of the internet modem that Virgin Mobile provided stopped working . The only time that I incurred the overage charges was when I was waiting for Virgin to send me a new modem. There are no other overage charges at any other time during that billing period.
The response also did not provide any explanation for the call I made to Virgin prior to exceeding the data. This is a very important part of my complaint. I attempted to avoid the overage charges.
I also don't appreciate only one small paragraph of apology, yet several other lengthy paragraphs that haven't nothing to do with my complaint.
I'm am quite disappointed with this response and with Virgin refusing to acknowledge their many errors and missed opportunities to resolve this issue. I should not have to ask several times to remove charges on my account that should have never been there to begin with.
Up until now, I have been very pleased with the service
Virgin has provided. Unfortunately I can no longer say that. I am seriously questioning continuing my services with Virgin.
Hi ***,
Thanks for taking the time to write back.
Virgin Mobile makes no warranties, representations, claims, guarantees or conditions of any nature, express or implied, including fitness for a particular purpose, merchantability, title or non-infringement, with respect to any Internet Services. Virgin Mobile will not be responsible for failing to meet obligations due to causes beyond its reasonable control.
As previously mentioned, Virgin Mobile will temporarily block data usage on your account once it reaches $50 in Additional Usage Charges for domestic data per billing cycle. At such time, all subscribers on your account who have reached 100% of their data feature will be blocked. If you or any authorized user(s) on your account wish to unblock data on your account, then you (or they) may expressly consent to continue Additional Usage Charges. If you (or they) do not consent, then data Services will be blocked on the account until the start of the next billing cycle.
We confirm that on August 29 2018, you received the data block notification on your device, and on the same day you authorized to have it unblocked.
We confirm that credits totaling $392.40, taxes included have been provided as a gesture of goodwill for your negative experience. These credits are for the additional data usage on the September 1 2018 bill, reducing the data overage to $50.00.
Unfortunately, no further monetary compensation is warranted for this complaint.
We are truly sorry if this has negatively impacted your experience with Virgin Mobile.
Best regards,
Virgin Mobile Canada
On Aug 17/2018, I signed up for Virgin Mobile payperuse 35$ plan with 500 weekday minutes & unlimited evening and weekend minutes. On Aug20/18, I called Virgin because I did not understand how the 500 daytime minutes worked. I was informed by a Virgin representative(Rep) via phone that I was to follow EST timezones, no matter what time zone I was currently in; I verified that this meant I had unlimited calling from 2pm-2am when I am in a PST timezone & 3pm-3am when I am in MST. In early Sept/18, I noticed some overage charges for daytime minutes usage; I talked to a VirginMobile rep online on Sept7/18 explaining that the charges were based on incorrect times. The rep agreed with me that there was an error, corrected the overage charges & again verified that I was to follow an EST, regardless of what timezone I was currently in and that I had unlimited voice usage from 5pm-5am EST (conversation record saved). On Sept22/2018, I received a bill from Virgin and had overage charges of 210.00$, I called Virgin again and spoke with a rep who was unable to resolve the issue and put me on hold to speak with a Supervisor, I was disconnected before speaking with someone. On Sept28/18, I contacted a Virgin rep online, again confirmed that I am to follow EST & reviewed my usage details online. I noticed the timezones on my bill were in PST or MST (this is verified with with people I called), but the rep told me that my bill indicated EST. I was then directed to call the billing department, so I did (record saved). I explained the above discrepancy and reviewed every phone call and I was then told to wait for a callback from a Supervisor. 4 hours later, I had to call Virgin again and was connected with a Supervisor who told me that I was to follow the timezone I was in when making the call, my bill cannot be corrected and I am to pay the overage charges. I explained that I had proof I was misinformed several times and based my calls off this information. I was again told that I had to pay the overage charges.
Product_Or_Service: Other /Blackberry Bold/35$ pay-per-use
Account_Number:
I do not want to pay for any of the overage charges that are not based on the information regarding the timezones that I was given on several occasions. I has also spent hours of my time dealing with this issue and would like my bill for this period to be waived, but I would be willing to pay my bill if this is not possible.
Hi ***,
We are sorry to hear about your negative experience regarding the billing of your account. In spite of this matter, we are happy to confirm the resolution of your complaint.
If we are providing you with Postpaid Services, you will be billed monthly in advance for monthly recurring Charges and in arrears for monthly Additional Usage Charges. Your account will be assigned a billing date. Your bill will include Charges for your Plan, your Add-ons, your Pay-Per-Use Services, Additional Usage Charges and any additional Fees, plus applicable taxes. Your bill is payable on receipt.
Virgin Mobile provides you with a variety of subscription options when ordering Virgin Mobile Services. You can subscribe to pre-defined Services (your "Plan"), add features (not within the Plan) that interest you (an "Add-on"), and have the additional option of using and paying for certain Services as-needed ("Pay-Per-Use"). The amount you must pay for any use of the Services (your "Charges") will vary depending on the combination of Services you select. Any usage over and above that which is included in your Plan or Add-on is additional usage and will be charged to you at the Pay-Per-Use rate. To see the Pay-Per-Use rates, visit www.virginmobile.ca/rates.Remember that you are responsible for choosing the combination of Services that is most appropriate to your needs.
Both local and long distance calls are rounded up to the nearest minute, unless otherwise stated. Time begins when you initiate a call (for example, by pressing "Send") or, for calls you receive, from the moment the call request connects to the Network (which may be before the Device rings) until the time the activity is disconnected (for example, by pressing "End").
If you call a phone number outside of your local coverage area or if you receive a phone call when outside your local coverage area you will be charged for long distance Services. Airtime and long-distance Charges also apply to call-forwarding. For an explanation of local and long distance coverage areas, visit virginmobile.ca/coverage. Calls to special numbers (excluding those operated by and on behalf of Virgin Mobile), including those beginning with a "#" or a "*" or short codes (billed per call) are not included within your Plan or Add-ons and may result in additional charges.
We confirm you received two separate notifications advising you of the overage charges. These notifications contained the following messages:
$15 Voice Alert - Hey Member! You've now hit $15 of extra minutes for this bill. Get the deets and options @ my.vmobile.ca. Lots of love.
$50 Voice Alert - Hey Member! You've now hit $50 of extra minutes for this bill. Get the deets and options @ my.vmobile.ca. Lots of love.
We have reviewed your Sep 18, 2018 bill and can see you were charged $210.00 plus taxes for exceeding your in plan minutes by 420 minutes. These charges can be seen in detail on your Sep 18, 2018 bill and by logging into your My Account at www.virginmobile.ca/myaccount.
We confirm that on September 28 2018, our Customer Care team provided a credit in the amount of $119.45 taxes included towards the additional usage charges incurred.
As a gesture of goodwill for your negative experience, we have applied a credit in the amount of $42.64 including taxes to your account, ***, toward the additional usage charges. This reduces the charges down to $50.00 plus applicable taxes. Since this adjustment has been made, your account balance has been reduced to $89.67.
Should you have any other questions or concerns, don't hesitate to ask - we're here to help!
Best Regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
I do not accept this response because I am still paying for more than just my plan. I did not even come close to exceeding 500 daytime minutes based on the information I was given regarding following timezones by Virgin Mobile representatives on several occasions. I contacted Virgin Mobile when I received overage notification charges and a rep indicated that there was indeed an error, fixed the error and confirmed that I am to follow EST timezone regardless of what timezone I am in; I saved a copy of this conversation as proof and I based my daytime phone use off of this information. I will only be willing to pay for my phone plan and that is all. Paying any overage charges is simply unacceptable as they were accumulated because of misinformation for Virgin Mobile Reps on more than one occasion.
(The consumer indicated he/she ACCEPTED the response from the business.)
I do accept this offer because you have now lowered my bill to be what it would be if I had not incurred overage charges. I am not happy that no responsibility has been taken on the account of the several VM reps who gave me the incorrect information; I am also unhappy that I have had to use about 10 hours of my personal time to resolve this issue. Thank you for finally charging me a reasonable amount.
Hi ***,
Thanks for taking the time to write back.
As previously mentioned, the unlimited period from 5PM to 7AM is based on the time zone the device is in, the time zone the phone call originated from.
Although we do not regard the charges you have incurred to be an error, we can understand the implications a large bill can have and we would like to help reduce its impact on you. To do this, we have extended a final goodwill gesture to remove the voice overages on your September 2018 bill. Since this adjustment has been made, your account balance has been reduced from $89.67, down to $37.15.
Don't forget, you can review your account and your voice, text and data usage online through virginmobile.ca/myusage, or by downloading the Virgin Mobile MyAccount App to your Device at virginmobile.ca/app. You can update account information, add Add-ons to your account, view and change your Plan details, manage which subscriber(s) on your account is authorized to unblock data and accept additional data charges for your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks, and monitor and manage your monthly activity to ensure your usage remains within your Plan or Add-on limits through your self-serve profile.
We remain truly sorry if this has negatively impacted your experience with Virgin Mobile.
Best regards,
Virgin Mobile Canada
I made a payment arraignment for virgin and I completely forgot about it, then I received a txt message stating I have until the 28 of September to pay my balance. I then received a txt message approx 4hrs later stating I have 24hrs to pay or my phone will be disconnected. I contacted the company and they stated there txt are just randomly sent out. Now in my view that is a written contract. I spoke with several agents and I stated I will pay the full amount by the 28th of sept as per the original txt.
My phone was disconnected roughly 48hr after. I paid the full amount by online banking and gave them the ref #. I then requested my phone be connected and they are denying my request, stating I have to wait. I don't disagree with the suspension of my service, but what I disagree with is them sending me a txt stating I have until sept 28 to pay then 48hr later they cut my service, and when I call with a confirmation number they deny my service.
Account_Number:
I would like my service reconnected and a apology letter for the misguided txt that were sent to me.
Hi ***,
We are sorry to hear about your negative experience regarding the billing of your account. In spite of this matter, we are happy to confirm the resolution of your complaint.
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.
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 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.
To confirm, your account, ***, was suspended for Non-Payment on September 22 2018 and restored on September 28 2018 after a full payment was made.
Remember, you are responsible for payment of all charges on your account which is why it is so important to protect your account and keep account information (including authorized users) up-to-date.
Should you have any other questions or concerns, don't hesitate to ask - we're here to help!
Best Regards,
Virgin Mobile Canada
I left Virgin because my bills were much larger than anticipated. After I left someone called to tell me that I had an $80 base + $20 add on plan, and that those features had been available for $55 for four to five months now and it was my fault that I was overpaying. After the call I was confused abut why they were overcharging me, and why they would follow up with a call to tell me that I had been paying too much for several months. It left a very bad taste in my mouth, I feel like I've been fleeced and someone called just to tell me that they had been fleecing me out of anger that I had left. It's an odd way to be treated by a company. After this experience I'm not sure that I would go with Virgin again and I definitely would not recommend Virgin as a phone company. I tried to email them but they don't actually have an email address that receives emails.
According to the person who phoned me, I had been paying $100 (80 plan plus 20 add on) when I could have had the same services for $55, and this had been happening for 3 - 4 months. I would like the amount I overpayed ($45 a month) for duration of time identified by the person who phoned me (four months) for a total of $180.
Hey ***,
We are truly sorry to hear about your negative experience regarding billing of your service, ***.
Virgin Mobile provides you with a variety of subscription options when ordering Virgin Mobile Services. You can subscribe to pre-defined Services (your "Plan"), add features (not within the Plan) that interest you (an "Add-on"), and have the additional option of using and paying for certain Services as-needed ("Pay-Per-Use"). The amount you must pay for any use of the Services (your "Charges") will vary depending on the combination of Services you select. Remember that you are responsible for choosing the combination of Services that is most appropriate to your needs.
Don't forget, you can update account information, add Add-ons to your account, view and change your Plan details, manage which subscriber(s) on your account is authorized to unblock data and accept additional data charges for your account (each such subscriber, an "authorized user"), edit your notification preferences for data blocks, and monitor and manage your monthly activity to ensure your usage remains within your Plan or Add-on limits through your self-serve profile ***
We are truly sorry if this has negatively impacted your experience with Virgin Mobile.
Best Regards,
Virgin Mobile Canada