Virgin Mobile Canada

Ive been a member of virgin mobile for 12 years. Ive had a few issues, but they were always fixed their customer service and plans used to be amazing and now the customer service is apathetic, disorganized and full of miscommunication and just plain lies.

They are monthly plans are so expensive if you buy a phone with them is disgusting they jack up the cost of the actual phone price. I finally cancelled after using the chat feature with agent Zienny Keith. My phone hadnt been getting service on and off for several days and I wanted to know why right off the bat this individual was disgustingly rude. He just brushed me off and said it would never happen again when I told him well its already happened several times so I want someone to look into it.

He just flat out told me there are other customers waiting with real issues I let him know that I need my phone, because I have several specialists and my oncologist as I have cancer. He flat out told me there are other customers waiting with real problems, I asked to speak with a manager, and he called me a Karen (sexist term for a women that want to speak with a manager) when I asked him if he had actually just said that he said, lol and then tried to backtrack. so I told him I was just going to call customer service and let them know because my health situation is very serious and I need a phone that works and thats when he told me. Oh yeah, sure theyll love that story.

Im sure your great storytelling will definitely get their attention. I asked if hes calling me a liar, and he just replied lol I have the entire chat screenshot. He tried several times to look like he was being understanding, and it was so blatantly obvious that he was being sarcastic. Called them repeatedly was given bored, misinformed, or just flat out, lies.

The agent was never dealt with no one ever called me back. I cancelled my contract. Thats when I was called ha. Told the $400+ was going to be removed, another lie.

I dealt with an agent that was sexist misogynistic accused me of lying about having cancer told me I was wasting his time with my issue. Dont ever use this company. Seriously one of your agents accuses someone of lying about having cancer or being sick uses sexist terms and theyre not even reprimanded. This company is absolutely disgusting and Im making sure to post this experience everywhere online social media, Reddit, etc not one person at your company helped me instead I was lied to over and over for two months I had to pay over $400 to finally get away from you.

This is why you always take screenshots because theyre transcription button does not work. I was a customer of 12 years, all I wanted was something to be done about that employee and someone to look into my phone problem it couldve been so simple

This is to let everyone know that Virgin Mobile is Stalking & Harassing me with extra Billings since I tried to close my Account with them in July 2023.

Even though I closed my Account on July 30th 2023, they will not stop sending me more Bills requiring Payment. It has gotten so bad that I have had to register a Complaint with the CRTC who had accepted my Complaint.

But regardless of that, Virgin Mobile still constantly sends me Billing Statement requiring me to Pay More Money to them.

This is the Corporation created by Sir. Richard Branson and he is the CEO, so most of the Responsibility for all this is on him.

I have had Cellphone Service from Fido and Koodo.

But when I got tired of their Service and closed my Account, they did not keep sending me Extra Billings whereas Virgin won't stop sending me Extra Billings.

So Whatever You Do - Do Not Set Up A Cellphone Service With Virgin Mobile!!! They Will Not Stop Sending You Extra Billings When You Try To Close The Account.

Right now, I am with Freedom Mobile and they are a lot more reasonably Priced and has better Cloverage.

My Complaint Number is #0129****.

I am hoping CRTC gets Virgin sorted out ASAP!

I had an excellent experience with Virgin previously. Times have changed.

Costco had a January promo of $39 (CAD) for unlimited Canada, some US and 10Gb. I signed up for that on January 17th.

I went back on Feb 15th and just happened to see that the current promo was 30Gb. Ok, no big deal, I've had my plan less than a month, I'm sure they will make good...

man, was I wrong...

First agent I talked to couldn't do anything. I asked for Loyalty, as they have more tools.

She said she was Loyalty, and couldn't do anything. I asked for her supervisor. She said she was a supervisor, and couldn't do anything. Ok, this is going very badly.

I say that there is surely someone above her, and she says I can wait for her manager.

Explain the situation, it's been less than a month, and YOUR promotion has changed. Just do the right thing. Really shouldn't be difficult, right? Nope.

The 'best I can do' is a 2Gb ongoing and 1Gb for 3 months.

I tell her "you realize I can just go back to Costco and sign up with Fido, which is offering the same 30Gb deal, right?" She continues to say that's the best she can do, so I just tell her not to bother making any changes.

How incompetent does a company have to be to not honor a current promotion that came out two weeks after a sign up? How does it make sense to be SO hard-headed to forfeit decade(s) of future billing over something so stupid and insignificant - that I would have gotten anyway if I had signed up on February 1st instead of January 17th.

simply asinine.

I was sure the aggressive customer service I received was a scam. Sick, I asked them for support.

Instead, I got harassment and gaslighting. All the tactics used were classic scam artist techniques. A few highlights from the berserk joke called Member Care:

"No ma'am, you misunderstood the website" At Virgin Plus, we're always on the look-out for our Members.

"Bell, I mean Virgin's in business to make money"

"I am the last person between you and the owners"

They still suspended my phone, which tripled the difficulty of navigating the health care system.

Way to kick someone when they're down. Woot woot Corporate Social Irresponsibility!

Have referred others to virgin and completely regret it. Wrongful billing and fraudulent billing for product and service not received.

Everything was great at first ... started losing wifi they sent 5 different techs blamed bell for the issue when it was theirs the entire time just gave me bad service and wasted 5 days of my time plus all the call i had to make. The others I referred one had bills in excess of what they should have been and the loyalty department was horrible to deal with.

And last three months after the service was set up they got a bill in the mail for a service that was never provided but showed a late charges but the plan never existed.

So big word of caution if you have virgin pay close attention to all bills. Most importantly leave the bell family of phone and internet plans.

DO NOT DO BUSINESS WITH THIS COMPANY. I would give -1 if I could.

I am so disappointed in this company now. I should have kept my mouth closed for all those years I spoke highly of this company. What happened? Who bought it out?

Its not the same company thats for sure from what it was before Covid. The customer service is terrible on the phone and in house. No one wants to help or even sign you up properlythen you are stuck in another contract. I signed up with virgin again, when I moved back from overseas, as it made sense because my internet was still with them (signed up when it was the good company) I had no idea it went to *** like this.

The guy at the counter couldnt find my address for the internet?! (Yes scam right there as I had to open another a cont which cost $50 and then later when I tried to merge thru account they said its another $50. Who are these *** bags?) I went to I house and said wtf is going on? They said call and say loyalty.

I said can you call with me, no it will cost you $50. So frustrating as I cant get out of the contract now. Actually I will try and find my old contract and bring this attention to my lawyer as this is not right. DO NOT DO BUSINESS with this company.

Used to be the best company now they just have *** bag rapists, stealing your money. Not the same company it was an shame on you who ever restructured the company. An absolute disgrace to our country and to the country who got our business. Disgusting and you all should be ashamed of yourself.

Dont be in service if you are so angry and rude. Virgin Canada please bring your business back to Canada.