Virgin Mobile Canada

1. Formal Complaint Letter to Virgin Mobile (Demand for Refund & Resolution)

Subject: Formal Complaint Breach of Contract, Misrepresentation, and Improper Billing

To Whom It May Concern,

I am writing to file a formal complaint regarding Virgin Mobiles handling of my mobile data plan, which has resulted in misrepresentation, unauthorized billing, and a failure to uphold your own terms of service and consumer obligations.

Summary of Issue: I signed up for a plan that includes 100GB of high-speed data, after which my data would be unlimited at reduced speeds.

This was confirmed both in the Virgin Mobile app and explicitly by two customer service representatives, whose conversations I recorded. I also have full screen recordings and screenshots showing the advertised plan details.

Despite this, I was charged $96.33 for an additional 4GB of high-speed datawithout proper notice or my consent, and despite my account being subject to Virgins stated policy of blocking domestic data after $50 in overages unless I explicitly opted in (Terms and Conditions, Section 18(c)).

Violations Include:

Misrepresentation of service features (Sections 6 & 14)

Improper overage billing beyond the $50 limit (Section 18(c))

Failure to provide notice or obtain consent for continued billing (Section 43)

Breach of contract and consumer protection standards under CRTC guidelines

Resolution Requested:

1. A full refund of the $96.33 improperly charged

2. Written confirmation that my plan includes unlimited reduced-speed data after 100GB

3.

A good-faith credit or apology for time spent resolving this issue

4. Assurance that this issue will not occur again on my account

If this matter is not resolved promptly, I will be pursuing all available legal and regulatory avenues, including formal complaints to the Commission for Complaints for Telecom-television Services (CCTS), negative public reporting, and small claims action if necessary.

Sincerely,

Wouldn't you like to know, guess you'll find out.

jimmyhigh643@***.com

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2. Public Complaint for PissedOffConsumer.com

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Title: Virgin Mobile Canada Lied About Unlimited Data Charged Me $96 Without Consent

Review:

Virgin Mobile promised me 100GB of 4G data plus unlimited reduced-speed data afterward. Two different reps confirmed this, and their app also showed the same.

I have screen recordings, screenshots, and recorded calls to prove it.

Yet somehow, I got charged $96.33 for an extra 4GBwith no notice, no option to consent, and in clear violation of their own policy (theyre supposed to block data after $50 in overages unless you agree). This is straight-up fraud and misleading billing.

I contacted them and went through all the official complaint routes, including CCTS. No resolution. No refund.

No accountability. Just hours of my time wasted.

Im not letting this go.

If youre considering Virgin Mobile, beware of false advertising and sneaky billing. This isnt just bad customer serviceits shady business practice.

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Want me to draft a tweet, Reddit post, or small claims court filing next?

A text was sent telling me to pay my bill for Oct 8th which was already paid and that I needed to update my addy because they couldn't access it for some reason. All of a sudden they cant send an ebill to my address Ive used all these years...Fine and dandy...So several calls...online chats...texts...giving me the option of a call back in the next couple days and now locked out of my account after one try with the text varification code...meanwhile all of it is AI and were I able to speak easily handled and resolved by now...This is a huge time waster and so thats where it stands...Limbo land...Thank you...over and out! :o)

Last year I had an issue with some changes I made to my programming on the TV section. Even my TV section of my Virgin app account kept saying pending changes.

Usually, it disappears shortly within 5 to 10 hours; this stayed like this for almost a month. After endless calls, repeating myself over and over with multiple different people on the phone and doing everything they suggested, I told them the problem was on their end, not mine, and to fix it, yet they kept saying it was on my end. Well, they never sent a technician; they never replaced my modem. I went from customer service to technicians to even the head manager, so-called in charge, and through all this, nothing ever got fixed.

Suddenly, after a month, the pending changes finally disappeared, and the changes finally reflected on my programming. I called it dumb luck since it didn't seem like any of their doing. I had gotten so frustrated and upset I almost canceled everything, but where I live, I am stuck on this service since my landlord will not allow another cable or internet company to come in and do work, since the guy who did the install took so long and didn't seem to know exactly what he was doing. To this day, I have never had any access to router settings for malfunctions which happen often.

I cannot tell you how many times over the years I had to unplug and replug the modem for the internet to come back on. Late last year and this year, any changes to my programming seemed to be working with no issues up until a few weeks ago when this same situation happened. They kept wanting me to talk on the phone. I explained in an email I cannot talk on the phone; I work full-time, and on my time away from work, I do not want to get upset again as I know this will be the same endless situation as last time.

Then they wanted to confirm I was the account holder. I am the only account holder, and everything is through my phone number. All they have to do is look at my account and the TV section under accounts to see that pending changes still are on there. After two weeks, again they are playing dumb since they have no idea what is wrong with their equipment, just like last time.

Up until now, it is still under pending.

I even told them I will email or chat, but since the last email, they are just playing around, clearly not wanting to fix this issue, so I am washing my hands of this. I cannot wait to move out from where I am; once I find a new place, I will be happy to cancel everything with Virgin and finally have peace of mind with equipment that actually works for a change.

I was suckered into leaving Fido for this nightmare (Virgin), but realised my mistake after 3 weeks, and cancelled my account, going successfully back to Fido. Ever since, Virgin has been pestering me for a payment that has gone from over $100 down to $42 and back up and now is back again at $42, so they don't seem to know how much I owe.

They sent me a bill that I had confirmed says on it that it is a credit and I owe nothing, yet they send me monthly bills for this exact amount, threatening to sic the credit bureau on me if I don't pay by a date that keeps changing.

They give contact info that Does Not Work. They've tried to get my credit card info, which I refuse because I Do Not Trust This Gongshow.