Virgin Mobile Canada
Complaint 294837 Details

My number is disconnected by Virgin without my accord and threatened me to pay back the “good will discount” offered.
I have two phone lines with Virgin with same address. A month ago, an agent gave me a good-will credit on both phone lines $160 in total ($80 per line.) The rep called me back and confirmed that the discount has been applied to both of my accounts. Since he called me therefore, I assumed everything has been done.
Today, I spent annoying 6 hours to solve this issue. But I was told that the rep had not put the remarks on other number. I made it clear that this is Virgin’s interdepartmental issue and I should not be penalized.
I got a very immoral service from Virgin and am undoubtedly manhandled by your staff (Louis, Lori, Hillary in particular by “Nash, John.”) Above all, I demand an apology letter and the phone call from the person who disconnected my phone without my permission and left pre- fabricated remarks on my file thus clearly violating and breaching my privacy. In fact, he is the one who made the matter lot worse. Also I have a password on my phone (it is for a reason) but no one has confirmed it before giving out any information.
During the conversation, the person who disconnected my phone clearly stated that “I do not give a shit, if you cancel or do not cancel.” In addition, he threatened me that if I cancel the phone, I will have to pay back $80 and he hung up without caring about customer. I found it so rude, even my friends were stunned by this remark. This shows the poor credibility of the company.
After he hung up the phone, I called Virgin back and requested if I can speak to the manager. After 5 to 10 minutes, the manager (John) came on line and recommended me to transfer my call to Retention. While transferring, my phone was disconnected and disabled.




Since my phone was disabled, I called from Landline and spoke to Nash (ID 6051446 who calls himself a manager.) But I have not witnessed such a rude and uncourteous person in my entire life. He was very discourteous and very disrespectful. I was not feeling at ease talking to him and requested him to talk to his supervisor who turned out to be one step ahead of Nash. The manager name is John (ID 6050918.) He put me on hold for 15 minutes and told me that I initiated terminating the line. I told him that if I had endorsed it then why I should be calling him. But he was not listening and getting uncourteous and extremely rude with the passage of time. It looks like that the management of Virgin Mobiles has no awareness of “Customer Service.” Due to time constraint, this will be a separate issue and will be dealt later on.
I am escalating this issue as we speak and will not let this matter slide so easily until I get “Apology Letters” and “Phone Calls from Nash,John and the person who disconnected my line without my CONSENT They all have clearly breached my privacy and gave me agony, pain and suffering.
Over and above, I got a message from Virgin Mobile Canada, claiming that they gave me a $80 "good will" credit. The email is received from [email protected] has no idea/ definition of “good will.” Once the credit is given, reputable companies do not ask to repay it because they have credibility. So I feel that they cancelled my line without my permission (thus intruding my privacy.) in fact I urge Virgin should be held responsible for this discriminatory ACT.
Yesterday, dated 12/19/2013, I called Bell and told them my story. The rep got stunned. He immediately brought his manage over the phone. The manager was very sorry (his gesture is appreciated), told me it is against law to keep your number for the first 30 days, whereby, they are obligated to let the number go and/or give it any other client. To confirm the authenticity, I went to Mobil City. The employee also confirmed. They both called Virgin Mobile on my behalf. The response made from the other side confused them more than me because the number is available but Virgin is not letting that number go. (IS’NT IT AMAZING – THIS IS THE CUSTOMER SERVICE I AM TALKING ABOUT)
However, yesterday, to keep my number, I gave Virgin Canada a proposition:
I can stay with them if they keep everything as it is. Though their service is terrible and pathetic but I thought that I can still keep my old number (email sent to [email protected].) They responded back saying "NO" - which is pretty silly. They said it is not their POLICY EMPLOYEE,) (ABSOLUTELY WRONG. THIS IS ALSO CONFIRMED BY BELL MANAGER AND MOBIL CITY. So in this case, I am not held liable to pay $80, after that pathetic excuse. The reason Virgin is not letting this number go, due to the remarks left in my account by GREAT managers Nash and John. (HOW AMAZING.)

Now, it is not a question of money it is more taking responsibility and the way I was manhandled by the cartel, I will not be at ease and will exhaust all the avenues, until the justice is served. Now we are not talking about the meager amount of $160. It has become far more than that.
To re-cap:
PLEASE DO NOT DEAL WITH THEM. NOW I LOST THE NUMBER I HAD IT FOR 17 YEARS PLUS, THIS A VERY SHADY COMPANY. HAS NO CREDIBILITY (LOW RETENTION RATE) WORST AT CUSTOMER SERVICE. MY HUMBLE SUGGESTION STAY AWAY FROM VIRGIN MOBILE CANADA. INTERNET IS FULL OF THEIR COMPLAINTS. IF YOU ARE A VICTIM (JUST LIKE ME,) PLEASE VOICE YOUR CONCERN.