Virgin Mobile Canada Reviews (%countItem)
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Virgin Mobile Canada Rating
Address: Private, Toronto, Ontario, Canada, M5V 2T3
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Address: Private, Toronto, Ontario, Canada, M5V 2T3
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We have 3 lines and two tablets. They have over charged. When we contacted them I was repeatedly hung up on. They will not let me speak to a manager. They would not explain how they got these charges. Please help me.
Product_Or_Service: LG //Family plan
Account_Number:
Please help me get my bill resolved and some aort of appoligy i have spent my intire day working on this issue.
Hey ***,
After reviewing the account you have mentioned, we can see that it is registered exclusively to a name other than your own.
In an effort to protect the privacy of this accounts owner, we will require their authorization before we can proceed to address any matters with this account.
The account owner can reach us by calling *** to authenticate themselves and address any concerns they may have with their service. If they find it's necessary, they can request that you are added to their account as an authorized user to access the account on their behalf.
Best regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
I am also on this account and the other person has complained as well. I will have him call but whenever we call they hang up and transfer us and hang up.
Hi ***,
Thanks for taking the time to write back.
Since your name is not listed on the account, we are not able to discuss any matters regarding the account until you are authorized.
This is to protect the privacy of the account owner. The account owner can reach us by calling *** to authenticate themselves, address any issues regarding their account or to add authorized users to speak on their behalf.
Best regards,
Virgin Mobile Canada
First off I have to say TERRIBLE customer service. I requested information to set up an account with Virgin Mobile and have numbers ported over. I was told I was approved for services and that nothing would happen until I called to activate the SIM cards they sent. I was in the process of talking with my previous provider about subsidy remaining on a phone I had with them and work out payments to pay it off faster so I did not activate the SIM cards with Virgin. This was a couple weeks ago... Today I woke up to "No Service" and they had ported the numbers over anyway! Leaving me with $729.98 for subsidy on the phone. I DID NOT give them the go ahead to activate the SIM cards. I am unable to return back to my previous provider with the same account I had which means I am still on the hook for the full amount of the phone regardless of where I choose to go. Which I can say will NOT be with Virgin Mobile. I should have read the reviews before agreeing to anything with them. ***. To resolve this I would like Virgin to pay for this subsidy. Or figure out with *** how to reverse this mess they created.
steer clear unless you like 10+ texts and calls a day about a 175$ bill
My complaint is about the Virgin salesperson's misrepresentation of the pre-paid plan he was selling me. I specifically asked whether top up minutes would expire. He said that if the phone was not used for 120 days, the number would be cancelled. This was his answer to my question about the expiration time of top-up minutes. I was shocked to discover after accepting the 20$ transfer of service fee, and purchasing $15 top-up, that the $15 did, indeed expire after 30 days. The salesperson deliberately misled me by not being forthcoming about the expiration time of top-up minutes. I would not have agreed to the service if I had known about this expiration time. I am now out of pocket the $20 transfer fee, as well as the $15 top-up which I am unlikely to use in 30 days.
Product_Or_Service: *** //Prepaid
Account_Number:
I would like the service I was initially sold, in which the $15 did not expire unless the phone was not used for 120 days. Failing this, I would like a better service, remaining at $15 per month, including limited calls, texts, and data. Failing this, I would like a complete refund of the $15 top-up and the $20 transfer fee, and to have my phone service with Virgin cancelled entirely. I do not want to do business with such a dishonest, manipulative company.
Dear ***,
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.
To show our apologies for any inconvenience you may have been caused, we have applied a $20.00 credit toward your Prepaid account.
We are truly sorry if this had negatively impacted your experience with Virgin Mobile.
Should you have any questions or concerns, please do not hesitate to contact us - we're here to help!
Best regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
Virgin's solution to the problem is to give me a 20$ credit to my account, when my entire complaint revolves around their misleading sales practices and the fact that I do not use the phone very much. Having additional credit that expires in 30 days is of no use to me whatsoever. Furthermore, the company stated in a subsequent phone call that I could use my credit for texting and data; however, the prepaid plan does not permit me to use data at all. SO not only would I be very unlikely to use 20$ in one month, I could only use the sum to cover the cost of actual calls, and not for data, which I am more likely to use. Rather than acting as compensation, this hollow offer demonstrates the indifference of the company to complainants.
Dear ***,
Thanks for taking the time to write back.
To confirm, you called in and spoke with our Customer Care team on August 19th 2018, they offered apologies and provided a one time exception to extend the expiry date of the funds on your account to December 27th 2018.
We remain truly sorry if this has negatively impacted your experience with Virgin Mobile.
Best regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
The "apology" and "compensation" were insufficient.
I've been with this company for 7 years now and I just had one of their customer service agents call me baby because I couldn't understand what they were saying because their accent was so thick and they could hardly speak English so I had to ask them to repeat their selfs multiple times and that is when they got frustrated and called me a baby and then when I asked to speak with a manager they said that they was the manager I had to hang with this horrible "customer service agent" and call back just to speak to a manager to complain about this person so that no has to be treated like that ever again. All that after they *** for $350. How they're getting away with charging people $7 for a hundred megabytes of data without telling them I have no idea but that's ***. My phone bill is usually 80$. I some how went over with out ever being notified and ended up with a 380$ phone bill that they expect me to pay in a month. All they said when I asked why I was never notified that that I went into overages the response was sorry there's nothing we can do.
I had an issue with my bill, I called virgin who said they would have a manager call me back, 4 phone calls later and a promise of a credit on my account and still no one has called back and no credit yet
Utterly UNACCEPTABLE & DISGUSTING customer care!!! I submitted a move order on July 25 and was given a connection date of Aug. 4/18 at my new address. As I did not receive any sort or confirmation, I followed up again on July 30 and was ASSURED that the order was in place and would be connected Aug. 4. Still no confirmation, I followed up again on July 31 and again verbally reassured. Aug. 4 came and went, still no internet nor was I contacted.
I called later in the day and was assured to wait as they were still coming. At 5:30 pm I called again and was told 'sorry', they would be there tomorrow. I asked AGAIN why I had not received any confirmation or order #. I finally received an email to expect connection for Aug. 5, still no order #. AGAIN no one showed or called on Aug. 5. I called end of the day and was AGAIN told 'sorry' will be Aug. 6 top of the list. A Technician call just after 8:00 am on Aug. 6 saying he would be there shortly. After waiting 4 hours I called again to find out that apparently the order was cancelled??? Something about service to the house??? There IS a Bell 2000 box wired in the basement from when I moved in that the Technician would have seen IF he had bothered to show up.
I was PROMISED that a supervisor would be calling me within the next 15 minutes - NOTHING. I called back yet again and was told that someone would be contacting me on Monday to resolve. I waited until almost noon, still no call. I called and was told MORE excuses and LIES and that a new order would be placed for Aug. 15, UNACCEPTABLE! I called and spoke to a Supervisor *** who would not provide me her last name or further contact info, just her employee #***. She did call me back after saying she was waiting to hear back from the Technician Dept. to try to resolve. AGAIN NOTHING! At 2:00 pm on Aug. 8 I called AGAIN and after going through my experience AGAIN, I was disconnected! I waited 40 minutes thinking good customer service would be for them to call me back, that was a dumb assumption for Virgin! I called back yet again, AGAIN briefing on the situation and transfer AGAIN! AND AGAIN going over the situation with someone named 'Red' said she was putting me on hold while she contacted the Technician Dept., I got AGAIN transferred to someone new and then disconnected AGAIN! This was an hour ago and still NO ONE HAS ONCE BOTHERED TO CALL ME BACK OR ARRANGE A RESOLVE!!! This is a VERY short and brief description of my experiences with Virgin over the past 5 DAYS! 5 days of my time has been WASTED!!! I need my internet for work, which I have also NOT been able to due much less LOST the past 5 days dealing with this and STILL NO INTERNET nor a resolve!!!
At the very least to start with, someone in authority needs to contact me to resolve ASAP. Compensation should be expected for my time, stress and loss of wages due to dealing with this matter.
Dear ***,
We sympathize with what occurred in this particular situation and sincerely apologize for any inconvenience this may have caused you.
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.
We have reviewed your account and can confirm that our Executive Office team has escalated your concern to our Home Internet Tech Specialists.
We also confirm that for your negative experience, they applied a credit toward your next bill that is equal to one month of your service cost with us ($170.00 plus tax).
We remain truly sorry if this has negatively impacted your experience with Virgin Mobile.
If you have any other questions, please let us know. We are here to help!
Best regards,
Virgin Mobile Canada
I made over 20 calls and I emailed at least 15 times with executive office if virgin they keep repeating themselves to call sales management so I did they asked me a million questions about a post paid account I had on bear creek rd denfeild on I advised them I was not on a plan they mentioned a phone my wife paid cash for at a virgin booth in *** mall which was a birthday present from my wife it was on sale for 99.99 she paid by debit 5 years ago I advised them I was never ever a contract customer they called me a *** I was always a pre paid customer there customer service kept hanging up giving me *** numbers wrong number a passed the buck I have been dealing with this for months now and am getting fed I gave my awesome note 4 away because the sales rep I first talked to lied and said I was getting a brand new phone and plan I waisted my time and now I don't have a phone I'm reqeting a brand new note or *** and the bill I was accused of having deleted.
Account_Number:
I am asking that virgin holds to the offer and sends me a brand new *** or *** note delete account they claim i had and we go in with business
Dear ***,
Sorry about your negative experience. We get that this issue has been frustrating for you.
After reviewing your file we noticed that you have also filed a complaint with the CCTS. Virgin Mobile will respond in writing to you and the CCTS within 30 days from July 27 2018.
Best regards,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
Its a pathetic response I want resolution not another smoke show this is the same round about treatment I've received from the start
Dear ***,
Since your case is currently under consideration by another agency, Virgin Mobile will respond to you in writing and through that channel within 30 days from your submit date to that agency, July 27 2018.
Best regards,
Virgin Mobile Canada
To whom it may concern,
I wish to express my extreme disappointment in the service I received this week.
On Monday July 30th, I called Virgin Mobile customer service to request their assistance with 'unlocking' of my *** phone. The agent advised I would receive 2 emails, one from Virgin Mobile to acknowledge the request, and a 2nd email with unlocking instructions, sometime between 4 - 24 hours.
I called the centre on Tuesday as the 2nd email had not been sent within 24 hours. The agent I spoke to at this time told me the timeframe was between 24-48 hours, and NOT 4 - 24 hours. This was my 1st disappointment, as the person who bought my cell phone had to be told to wait another 24 hours.
My 3rd call to the centre was on Wednesday as the 2nd email had not been sent within 48 hours. The agent I spoke to (Ray) contacted *** while I was on hold, and I was told "THE REQUEST TO UNLOCK THE DEVICE HAS NOT BEEN ISSUED".
Seriously?!
I was not only misinformed on the timeframe at the initial call, but when I placed the 2nd call on Tuesday, the agent didn't care enough to follow-up with ***, resulting in another 24 hour delay.
Unfortunately I renewed my Mobile Virgin contract for 2 years. I will NOT renew the next contract ***. This incident is not acceptable and I expect customer service to provide better service.
called Dec 2017 changed package to include unlimited calls and text whether in the U.S. or Canada. Told an additional $ 15 per month for this. Called on July 4, to verify, and was told I had a different package, what happened to the package I purchased on Dec 2017. Now have a $800 bill for one month in the U.S... realized that they had a package for $40 a month (used in 2017) purchased the new package for year round usage in dec 2017. now have a large bill to pay ????
since i was under the impression i had paid the $15 per month for year round u.s. and canadian calls and text... would like to pay the $40, and will move to a new mobile service.
Hi ***,
We would love to review your account to ensure that your feedback has been noted and help find resolution where possible, however, we need to know a little more detail.
Can you please reply to this email and include your Virgin Mobile account number?
Awaiting your reply,
Virgin Mobile Canada
(The consumer indicated he/she DID NOT accept the response from the business.)
my account number is
Dear ***,
Thanks for providing your account number.
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, August 14 2018.
You're "roaming" whenever your Device has to use another wireless service provider's network to send or receive voice, text or data transmissions. Roaming can occur in Canada or internationally. Depending on your Plan, international roaming rates may be significantly higher. Your Device may not be able to roam internationally unless you ask Virgin Mobile to enable this function and Virgin Mobile agrees to do so. Certain Plans do not include international roaming and some Devices are unable to roam internationally. If you enable this function and enter an international roaming area, you will be advised that you are roaming internationally and be provided with details on your roaming rate Charges. For current roaming rate Charges, visit virginmobile.ca/roaming. Virgin Mobile will temporarily block data roaming usage on your account once it reaches $100 in Additional Usage Charges for international data roaming per billing cycle. If you or any authorized user(s) on your account wish to continue using data roaming, then you (and they) will be given the opportunity to purchase a travel pass. If you (or they) do not purchase a travel pass, then data roaming Services will be blocked on the account until the start of the next billing cycle.
If you enter an international roaming area, you will be advised that you are roaming internationally and be provided with details on your roaming rate charges. When you arrived in the United States, and connected to their towers, you received the following messages on your phone to let you know that without a travel pass, rates in the USA are $1.45 per minute to talk and $0.75 per text. As you only had a travel plan that included data, these rates applied to your usage.
For current roaming rate charges and to see our current roaming packages, please visit www.virginmobile.ca/roaming.
We have reviewed your account and can confirm the *** line was charged $519.10 for 358 minutes of roaming calls made between 07/12/2018 - 07/25/2018.
As a gesture of goodwill for your negative experience, we have re-rated your roaming usage as if you added the Roam Sweet Roam package to your account. This re-rates the roaming voice overage charges of $519.10, down to $91.00. Since this adjustment has been made your account balance owing has been reduced from $601.31, down to $155.74.
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.)
I accept this resolution and would like to contact Virgin to explain what exactly I am paying the extra $15 per month for?
Virgin mobile is consistantly over billing and telling my husband and I that there is a past due amount. This is completely untrue. My husbands phone # is attached to my account. In order to separate it they want the "past due" amount plus $35. Its unfair and when we say no, they just say its policy. There was no past due amount and now they want more'?
Product_Or_Service: Samsung
Account_Number:
Reduce bill and separate accounts without $35 fee.
Hey ***,
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, August 9 2018.
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 bill will include Charges for your Plan, your Add-ons, your Pay-Per-Use Services and your Monthly Device Payments (if you are a Device Payment Member) Additional Usage Charges and any additional Fees, plus applicable taxes. Your bill is payable on receipt.
There may indeed be cases where additional fees ("Fees") apply, for example, if a Virgin Mobile service representative completes a transaction on your behalf. You will be notified of and must agree to a Fee before it is charged. Please visit www.virginmobile.ca/onetimecharges for additional information.
To show our apologies for any inconvenience you may have been caused, we have applied a credit toward your next bill that is equal to the $35.00 transfer fee. Since this adjustment has been made your account balance has been brought to a credit of $-66.43.
We are truly sorry if this had negatively impacted your experience with Virgin Mobile.
If you have any other questions, please let us know. We are here to help!
Best regards,
Virgin Mobile Canada
(The consumer indicated he/she ACCEPTED the response from the business.)
I accept this response, however it is unfortunate that I had to enlist the services of the Revdex.com in order to get any sort of resolution. That is not acceptable business practice, and in future I hope you find resolution with your customers much more efficiently.
Hello, I have contacted Revdex.com because every month for at least 6 or 7 mos I am being over charged with data on my bill, and when it's not data its minutes, virgin has refused to acknowledge now that this is an error on their part and there's nothing I can do because I'm in a 2yr contract with them. Its very frustrating because the over charge has been anywhere from $20 up to $90 now every single month. They are argumentative and downright rude about this, honestly I would just like to get out of this contract so I can take my business elsewhere. Is this even possible? I've heard virgin is bad but this company I feel are scamming people and getting away with it all the time, they couldnt overcharge us for data so now they are overcharging for minutes.
Product_Or_Service: *** /S7/
Account_Number:
I would like to be let go of my contract and have my bill credited the $90 extra this month
Dear ***,
We are truly sorry to hear about your negative experience regarding the billing of your account, 529504702. In spite of this matter, we are happy to confirm the resolution of your complaint today, August 1 2018.
If we are providing you with Postpaid Services, you will be billed monthly in advance for monthly recurring Charges and in arrears for monthly Additional Usage Charges. Your account will be assigned a billing date. Your bill will include Charges for your Plan, your Add-ons, your Pay-Per-Use Services, Additional Usage Charges and any additional Fees, plus applicable taxes. Your bill is payable on receipt. Make sure you pay on time because all amounts owing which are not paid by you or received by Virgin Mobile by your next Bill Date are overdue and you will be charged 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.
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.
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.
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 My Account 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.
As a gesture of goodwill for your negative experience, we have applied a credit toward your next bill that is equal to one month of your service cost with us ($90.00 plus tax).
Since this adjustment has been made, your account balance has been reduced to $36.20.
Should you have any questions or concerns, please do not hesitate to contact us - we're here to help!
Best Regards,
Virgin Mobile Canada
They take off money from your bank or CC even if you close the account.
Talked with them, they apologized, said I will get my money back - waited - and they subtracted just another amount - I blocked now my CC.
I contacted the company (Virgin Mobile) on June 2, 2018 to make a payment and cancel/close my account, as I no longer required this service. At this time I made a payment of $99.31 successfully. The agent told that they would send to my mailing address (which was submitted to them at this time) the final closing bill amount of approximately $33 as agreed. I have still yet to received this final billing in the mail. I have however received a further billing by email for the whole month of June - for an account that was cancelled at the beginning of June! I contacted Virgin Mobile in this matter on June 27th and again on July 5th (today) to inquire as to what is going on with this continued billing and why have I not received the final billing in the mail as agreed a month ago. I was told today that I will be contacted by "dispute team". I am feeling very frustrated at this time and also feel that this company has not been cooperative and forthright with me. I also feel that this company may be purposefully ignoring my request to close the account so that they can continue to squeeze me for more money.
Product_Or_Service: *** //*** - 1GB
Account_Number:
I would like Virgin Mobile to follow through with doing their jobs efficiently and professionally so that their customers are not subjected to inconvenience, stress, and needless pre-occupation with dealing with their company's apparent inadequacies.They should also make it their company's policy to send confirmation of changes in service to the customer by email so that cross-referencing of transactions may be expedited.
Hey ***,
We are 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, August 1st, 2018.
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 a gesture of goodwill for your negative experience, we have credited the account balance owing of $88.17 including taxes. We confirm the final balance of your cancelled account, ***, is now $0.00 (zero) and no further payments are required.
We are truly sorry if this had negatively impacted your experience with Virgin Mobile.
Should you have any other questions or concerns, don't hesitate to ask - we're here to help!
Kindest regards,
Virgin Mobile Canada
they double bill and put customers on hold for over 2 hrs.
What is with the *** customer service? I cancel my service with you because of it and then receive a bill for 2 months of service 3 days after I paid off my entire bill and canceled??? Then when I call in I get run around in a circle going back months about how it must be for this months payment but when I provide the transaction ID the month magically changes again all so Jessica (Employee number ***) can try and find a way to force me to pay.
When I provide her every bill to date she finally defeated admits that I don't owe money and that it will be corrected on the next bill cycle. When I ask for a confirmation email to be sent of our conversation so that I don't have to go through all of this again she refuses, I ask for the manager, she refuses... 10 minutes latter I finally get a manager who instead of helping me says there's no way for them to help me and he transfers me without saying anything to a department who can't help me at all?
What kind of service is this? You wonder why I left?
Complete disregard for their customers.
They will leave you on hold for hours when trying to resolve a billing or service issue.
It took months for me to receive the $150. Visa card that was promised with the
purchase of an *** and 2 year service contract.
Virgin Mobile has the 2 most *** employees at their kiosk in St. Catharines Ontario that I have ever met. They were very condescending to my friend, a customer of theirs when he was accused of not returning a loaner for his damaged phone by head office, after he returned it. After a long conversation with head office on the phone, while driving, they told my friend to go to the kiosk where he returned the phone to get proof from them he did so. They accused him of returning the phone damaged. He told them regardless, he wants them to verify he returned the phone and they got very *** and refused to give him a note saying he returned the phone.One girl was Katlyn and the other *** was so *** I jumped in. When I jokingly told them their *** was being recorded , the *** one warned Katlyn to be careful what she says ," he said he is recording you", and then called security saying what I was doing was against the law. She actually thought I was going to be scared. ***. I can't wait until my contract is up in January as I would not be with a company like Virgin if it was free.
BEST cell phone company I have ever been with! Seriously! (and I've been with several different companies). I have been with Virgin for about 10 years now and LITERALLY have had my bill lowered twice! What company does that?! And it wasn't even from me requesting the decrease! One time (several years ago now) they called to inform me that my bill was decreasing by $5/month because of some promotion they had on. Then more recently, I phoned to add their roaming package to my phone for an upcoming trip and the customer service rep notified me there was a promotion on that would give me 10x the amount of data I had at that time with NO price increase! My bill has never increased and I always find their customer service reps very helpful. I'm so happy with my virgin service :)
All services what they provide is high quality, but they always deceive customers when you just connect to their services.
First I took phone and they charged for first three days more than price per month devided for 31 days. The seller told me that first three days are free. I told them that I need phone and I don't need this. But in invoce they added this 3 days. It not too much, but if you multiply for all clients, it will be millions of the dollars.
Next was resedention internet connection. In their web cite they wrote that first month will be free. I signed a contract and in few weeks they send me invoce with additional 4$ and no free month.