Virgin Mobile Canada

It takes speaking to several different people to have changes made to your account, including address. They make appointment dates for a service technician to come and never keep the appointment or tell you to stay home when self installs are to be done. They lie about giving credits, payments made and how payments can be made. In the last month I've had to speak with them almost on a weekly basis which is not normal.

I purchased the phone on August 31,2016, with a two year contract. I also purchased a two year extended warranty from ***. This warranty covers "everything" and cost me $119.98 plus tax. Well I still have 138 days remaining on my insurance, my phone needs repairs. I called to start a claim to have the repair done. I was told to find a dealer to fix it and submit the receipt for reimbursement. Well I was in St.John's NL, there was one place I could find that were certified to do the repairs, but because the phone was over a year old, they told me it was too old and they didn't have the parts to repair it. Ok, so I called saurian back and was told the only other option was to purchase another hone from them, a refurbished one for $79.00 plus tax, almost $100 total. I told them I didn't want a new phone, I wanted my old phone repaired, which is what it states in the contract I signed with them the day the I purchased the warranty. I keep calling to try and talk to someone in management, but no on is ever "available". I am so frustrated with this process. Not good enough.
Product_Or_Service: *** //
Account_Number:

4 years ago I signed a phone contract for my boyfriend simply because he did not hold any valid identification. He is a Trinidadian citizen and does not hold a Manitoba drivers license of any other sort of ID which would be valid to sign a contract. I authorized him to be the Authorized User on the account so that I didn't have to be present in any phone call or visit with virgin mobile should be need to be in contact with the phone company in which the contract was signed with.When we split up 2 years ago, I was quick to call Virgin Mobile and request the his name be removed from an part of the contract, thus he was not an authorized user and could not change anything on the account or with the contract. This would prevent him from signing a new contract under my name at the end of the current contract. In the fall (around the middle of September or so), he signed a new contract and somehow managed to put this contract under my name. I'm uncertain as to how this is legal from any standpoint, after-all I had made a call to prevent this and I also wasn't there to sign for this contract. My signature is not on any of the documents nor have I seen this phone. I have been in contract with Virgin Mobile stating I should not be held responsible for this contract since my signature is not on the documents and he should not have been able to do this. They have refused to do anything about this and keep reminding me that he is an authorized user on the account which is not true. It appears that they failed to remove his name from the account as an authorized user and as a result I have been taken to Collections stating that there is an unpaid balance of $997.00 on this account.I will not be held responsible for this as I made a call and requested the change to the authorized user when we split up and I also was not there to sign the documents of the contract nor have I seen this phone.
Product_Or_Service: *** //N/A
Account_Number:

I had signed up to a plan with virgin in which I had to pay a fee for the phone each month. I recently came to find out that after the phone had been paid for virgin continued to bill me. When I confronted the company, they corrected it and said sorry. no mention of paying back what they stole. I was promised a very low bill and an extra Gigabyte of data, but I see on my bill that promise was not fulfilled. I had been over charged about &600 over the year and a half they kept billing me.

I've been an authorized agent on a couple accounts where I have had to call multiple times to get an account cancelled. After calling and being given confirmation an account is cancelled, billing continues and they need to be contacted again to cancel an account. I initially suspected this is a practice to try and get some extra money, but it is more likely just incompetence.

I have also been threatened with using a collection agency after never receiving any notification of a final bill after finally getting an account cancelled.

On 11 Sept. 2017 I paid $112 to renew my contract for another year. The employee at *** wireless did not credit my account with my payment so I lost my accumulated minutes which in 2015 were over 285 minutes.
*** is at Unit *** Ave., Victoria, B.C. *** Shopping Mall) (email - (***@cabtel.ca)
When I discovered the loss I went to the store and an employee reset the phone contract but could do nothing about the lost time. I spoke to the sales manager *** who said she would get in touch with Virgin to see if she could get my minutes restored. She said they would contact me in 2 or 3 weeks. A month later I called her again and she said she would telephone me when the situation was dealt with. Another month has passed and she has done nothing. I believe she actually is waiting for me to forget the issue so she doesn't have to do anything.
Product_Or_Service: *** //Virgin $100 prepaid card
Account_Number: XXX-XXX-XXXX

In December, I canceled 2 lines, and got 2 new lines, and was charged for all 4. The bill was credited properly the following month, but the outstanding balance did not fall off my account as promised. Now they are threatening to cancel my service if I don't pay the outstanding balance, which I do not owe!
This is not the first discrepancy, I paid extra the last time my bill was screwed up, I'm not about to pay extra again.....
Product_Or_Service: *** /*** se/*** 60
Account_Number:

My home phone *** was cancelled and converted to a cell number by Virgin without my consent or authorization on 02/05/2018 Clearly a NRTC violation. When I called to inform them they said I would probably not get the number back(it's a land line, not a cell )My husband is a heart attach victim & on 01/17/2018 he had a stint put in to his right coronary artery ,has another blockage and we have been waiting to hear from the Heart Institute for a second appointment. This is our only line of communication with the Surgeon Team We have communicated that every time we've called. I have documented 8 telephone calls and have copies of 6 emails We have been a *** costumer forever with my business/cells/Long Distance/Satellite/ Internet which we are paying for premium service and not getting the minimum download speed(what does throttle mean)someone's been using our internet ? As of 2018/02/21 11:17am we do not have our number *** VERY FRUSTRATED
Product_Or_Service: *** /*** 6/***
Account_Number:

I am making this complaint against Virgin Mobile, account ***. I had long distance calling to the USA for the period 1 September 2016 to January 14, 2017 while my house was under construction and I have living in other rented facilities. The original stop date on the account for the USA service was 16 December 2016, but due to delays in construction of the house it was extended until 14 January 2017. The service was supposed to have been stopped at that time and it was not. In late November, early December 2017 while upgrading my phone I learned from the Virgin Representative that I was paying for the USA long distance service. I called the Virgin Mobile representative and asked for a refund and was granted three months refund. I calculate that I paid for 12 months service and thus should receive 12 months refund. My account also confirmed that I did not use the service, as I knew (believed) that the service was cancelled in January 2017.
I paid for 12 months service that should have been cancelled and was refunded 3 months at $15.95 per month. I wanted the other 9 months refunded and the representative stated that was all that she was allowed to refund. I called again, *** name provided, and tried to handle this myself and was told I would receive a call on the matter and to date about three weeks later no contact has been made in regards to this matter.
Product_Or_Service: *** /*** A5/Virgin Mobile
Account_Number:

Good afternoon. My husband, ***, and I just finished speaking to a customer service representative in the loyalty department at Virgin Mobile. Up to this point, we have been very satisfied with the service and products we have received through this company. Over the course of the 10 years my husband has used this company and a mobile provider for his cell phone, he has brought in 6 people to join Virgin Mobilie for their own cell phone use, myself included. He even brought in one of our son's to enjoy a recent deal for 10Gb that was offerred over the holidays. We have called a number of times over the last few months in an attempt to take advantage of an ungraded plan that include 3 g6 of data for the same monthly cost as what we're paying for our own plans however, our plans are only 1 g6 each. On every occasion, we continue to be informed that these upgrades are only for new customers bringing in their own phones.All this so say that the phone call today simply prompted a phone call to inquire on a very clearly writing upgrade deal currently listed on their website that is for what we're currently paying ($55/month) but includes an extra 2gb. We were again informed that this was only for new customers joining Virgin. We pointed out that it's dissapoining that it appears that virgin's existing customers aren't eligle to receive any incentives to stay with Virgin and or are ever rewarded at all for their dedication in bringing in new customers over the years. Not only was the customer service agent from the loyalty department not willing to make any attempt to provide us with any incentive to stay with Virgin, he also became quite argumentative and had raised his voice to us on numerous occasions over the call, which we waited over an hour to speak to about our concerns. The agent also disregarded are concerns related to deceitful offers on their website to upgrade plans.
Product_Or_Service: LG /G6/
Account_Number:

I signed for my daughter to get a cell phone because she was 16. I became the primary account holder. She had got a new phone years later after her old phone was no longer operational. I was notified 5 months later of an outstanding bill of 491$. The original phone was not in use since August of 2017 but because I was never notified of late payment. Virgin mobile says they text the notification to the cell number but that cell phone was no longer in use

- I cancelled my Internet Service (Dec 4, 2017). Virgin mobile had to refund me for unused internet.
- The CS agents *** (cannot do anything in most cases) and would not process a refund until 27 of Dec, 2017 (almost 1 month after)
- I contacted the Executive Support (Nick) and received worst ROBOTIC responses with no consideration nor even a meager level of ok service experience
- I contacted Executive Support (Nick) again Feb 2, 2018. He told me I have to wait 10-14 days more
***
***. They withhold money for months

They constantly bill me incorrectly. $1500 charge for one month....After 6 weeks of calling and then having them say they will call back I finally got someone on the line. I honestly have just given up. I paid 960 and cancelled. Then today I got a bill saying I owe $260. After another hour on the phone arguing they credited me the entire amount. What are my rights here?
Mike D. XXX-XXX-XXXX

I have been with Virgin Mobile for upwards of 5 years. I have changed plans multiple times, across multiple phones, and moved to multiple cities. I think in all those years I have only had to call support twice, and was satisfied both times. Prices I find a higher then some of the competitors however I think you pay for quality.

Order # *** The original order was processed on October 03, 2017 Sales associate:*** (Employee ID: ***)

I spoke with *** (employee ID: ***) on contact # *** on November 01, 2017 (Wednesday) about 04:00 PM
I was told that the ordered phone (*** G+) is not in stock and they can provide me lower specifications phone (***) or I need to change my CAD40/month plan to CAD55/month to get compatible phone with ordered phone (*** G+).
If I choose to change plan and pay higher amount, then only the order would be processed.
Really very much disappointed with the service standards of mobile network connectivity operators and internet service providers in Canada.
This business practice is Forcing me to go for higher amount payment plan with Virgin to get the promised instrument (Robbing and *** practice) or Forcing me to accept what so ever lower specs instrument compromised (*** and scolding practice) by Virgin Mobile Canada.
Really very much disappointed with the service standards of mobile network connectivity operators in Ontario and Canada. Mobile network connectivity operators and internet service providers in other countries are offering various flexible and customer oriented plans,
While in Canada, mobile network connectivity operators and internet service providers are literally ***, robbing and snatching money from customers.

Expected Resolution:
Provide ordered phone instrument or higher or technically compatible phone instrument at the agreed plan rate.

The situation is this. Back at the end of June my husband and I upgraded our phones. When we received them at the beginning of July I was able to activate mine, but after an hour of working with it the tech determined my husbands phone (the ***) was broken. He reactivated the old SIM card and put it in my OLD phone. And told us to send the broken one back. My husband had decided that he liked the old phone more and wanted to keep it. So I informed the tech of his decision. The tech then said no problem send the phone back and we will do a buyers remorse and put it back on the original price plan which was a ***. The tech also said they would send out a replacement phone for the broken one and we said no we did not want it. He said no problem if you get it send it back and we will continue with the buyers remorse and put your husband back on his old price plan. Since July I have had to call them every month because they claim they have not reieced the phone back and are still charging me for something I do not have. And I gave them the tracking number and still they say they haven't received it and are now refusing to either give the credit or even fix the issue in the first place. I even spoke with Canada post directly and the confirmed that YES they DID receive the phone back on July 24 in their Mail room, and yet when they were told this they STILL refused to do anything... The best they say they can is talk to the warehouse. This is the WORST cell phone company EVER
Product_Or_Service: *** /*** J1/silver
Account_Number:

I was using *** until 12-Nov-2017 but facing some Internet speed issue. So I went to *** store on 12-Nov-2017 at *** and they suggested to port the number from Chart to Virgin. I chose $65 plans under Bring Your own Unlocked Phone and was told that virgin plan worked with all unlocked phones. I am using *** (unlocked phone) and post porting my number to Virgin Mobile, I had a good data speed and text facility. However, the voice call facility has stopped working after that. On inquiry, *** guys told me that it should be started within 2-3 hours. On 13-Nov-2017, I called Virgin Mobile technical department and got a ticket # ***. On 15-Nov-2017, Virgin Mobile called and told the Mobile handset is not compatible and you need to buy a new handset to use Voice call facility with Virgin Mobile.

Currently, I am not in a situation to spend for a new mobile device and neither Virgin Mobile and *** is ready to take ownership of this issue.
Product_Or_Service: Other /***/$65
Account_Number:

My phone was stolen so I called to suspend my account, instead they tried to sell me a more expensive phone. I just wanted to protect myself from charges. I wanted to stop the phone from working but the woman I was speaking with was not understanding my simple request. I called from a *** store and even the *** worker had a very hard time getting the virgin employee to understand that I can not afford a upgrade. I had a hard time understanding the woman. It was very frustrating and I just wanted the phone to be shut down. I did not want to loose my account because I had been with them for years and had the best plan that is not offered anymore. The account was completely closed due to a communication problem. I had recovered the phone less then 20 hours later and used the online chat to reactivate it. I was told I need to call the cancellation department so I did and was told I would be charged $35 to reactivate my account. How can they possibility charge me so much when I do not believe I did anything wrong. it was a misunderstanding due to a commutation problem. I feel like I am being robbed twice. I am a loyal customer of over 3 years and they should wave the fee not kick me when I'm down. Please help me out. I am on disability and have a hard life as it is. the last thing I need is to be taken advantage off.
Product_Or_Service: *** //***
Account_Number:

I received a call call from a company called *** who is collecting on behalf of virgin mobile, contact person is ***@(*** ext ***, I made her aware that I do not owe Virgin mobile any money they closed my account out in December 2016 at a zero balance, *** advise me to contact them, So I dis I spoke with *** in accounts receivable. she tried to pull up my account and could not stating that she has no access to this account is closed , I then asked her why am I recieving collection calls. She did not know what was happen I insisted on speaking to a supervisor she then put me on hold and eventually hung up on me . I called back got a different agent *** who after explaining to him my reason for calling he said what happens they hold the account which they did and sent the account to collections in March 2016, I ask why do that if the account is at a zero balance. After this he starts saying that I need to log in to my account I told him I do not have an account with them as of Dec 2016, So this is ***, He would not listen so told him I will contact the head office which I did *** called spoke with *** at head office who said their is no one that she can connect me to that I will need to just send an email to *** .

The company overcharged me for Data overages that I did not use this happens often, firstly I was always connected to wifi when I was using my data and when I called to complain about it they apologized and adjusted my bill admitting that it was on their end that the problem happens and then again it happened the following month and I had to argue with them they constantly disconnected my service due to overcharging my account for data overages( that I did not use) so eventually they suggested I change my data plan from 2gigs to 10 gigs so I agreed to do that and somehow still went over on my data when connected to wifi, so recently my phone has been disconnected and I have not attempted to make a payment to them because I know I did not go over my data when I was connected to wifi when I used it, I specially made sure I was connected to wifi at home while using my data due to this reoccurring issue of overages, I'm not happy with Virgin and it seems like they are just trying to take money from the little guys and there's nothing we can do about it, I admittedly been late on payments in the past but always made my payments, but when I got a bill of over 400.00 for one month I disputed that,and they just told me I was wrong I will pay off this bill but I want to be compensated for the so called overages that I know I did not use due to the fact that I was connected to wifi when using my data on my phone ... and I know for sure that I didn't go over because I also have a pay as you go plan that has 1gig of data on it and in one month I have not used 1gig of data!