Virgin Mobile

[Athena]

If anyone is thinking of signing up for Virgin mobile I strongly advise against it. I have been trying to get my name changed on my phone service for over a year now and they absolutely refuse to do so. I have done exactly what they asked for even cutting out comments such "this is my old name" and I have sent in my documentation over and over again. I have submitted my documents at least 100 times probably more. I was submitting documents 5X a day for a while and when that didn't work I went up to 15 times a day and still nothing. I called back in March and told them I was done sending in documents and that is when they told me to just keep it to my documents my account number and my old and new name and I still got ignored. I called again today and was told again to resubmit my documents again and I lost it.

I have to assume that Virgin Mobile Canada anyways is very transphobic and I will be looking at transferring my services to a different company because I just can't handle the utter disrespect I am receiving.

[Lori Dee]

I was going to suggest just closing the account and opening a new one. I bet they recognize a name change if they are looking for a payment! But I agree with you that if this is how they treat their customers, it might be time to find a different carrier.

I have been with Verizon for decades and have been able to change my name, address, and even get a new phone number with just one call.

I hope you can get through this. No one deserves this kind of aggravation.

[Sephirah]

If anyone is thinking of signing up for Virgin mobile I strongly advise against it. I have been trying to get my name changed on my phone service for over a year now and they absolutely refuse to do so. I have done exactly what they asked for even cutting out comments such "this is my old name" and I have sent in my documentation over and over again. I have submitted my documents at least 100 times probably more. I was submitting documents 5X a day for a while and when that didn't work I went up to 15 times a day and still nothing. I called back in March and told them I was done sending in documents and that is when they told me to just keep it to my documents my account number and my old and new name and I still got ignored. I called again today and was told again to resubmit my documents again and I lost it.

I have to assume that Virgin Mobile Canada anyways is very transphobic and I will be looking at transferring my services to a different company because I just can't handle the utter disrespect I am receiving.

I know this is Richard Branson's cache of companies, and is UK based. In the instructions on the website for the UK change of account details they require you to fill in a "change of details" form, as well as sending in a specific document as proof of that change. Does the Canadian version also have this, Athena?

I'll post you the link for reference.

If it's just them being obnoxious, I think you should probably listen to Lori.

[Athena]

Thanks but they don't require an additional form in Canada. I sent in everything they required and double checked the spelling of the e-mail address. They still have no records of my emails. I have sent the required information from 3 different email accounts from different service providers for emails. My emails are being blocked from when I send them to when they are recorded as received. They will not give me an alternative email address to send to. I have no other choice but to assume this is intentional disrespect.
  I have escalated 2 levels but it is the back end that deals with account information but they will not allow me the chance to escalate with the back end so I am not able to bypass the problem area.

[Athena]

I apologize if I sound snippy in my responses I do appreciate any input, I am frustrated with Virgin not anyone who responds.

[Sephirah]

I apologize if I sound snippy in my responses I do appreciate any input, I am frustrated with Virgin not anyone who responds.

I think I would probably be quite annoyed, too, Athena. In your place. Please don't apologise. When people can't even do their jobs that you're literally paying them for... it's not your fault!

Lori is probably right and you should think about just ditching that account entirely and either starting a new one with your legitimate details, or going to someone else entirely. That kind of customer service is inexcusable. These kinds of people kind of rely on holding onto their customers. I am with Sky in the UK. If you ever tell them you're dissatisfied with something and are thinking of cancelling the services you have with them... they become suddenly mortified and try to get you "The best deals going" because paying them something is better than paying them nothing.

You have the power with this, Athena. Lori is kind of right. Just cancel everything and either sign up as you, or look for another provider. They're all after your money.

[Athena]

When I calm down a bit I have to realize that when they contact me they do use my proper name but for their internal accounts is when they use my dead name. I am making the final push to kill off my dead name and Virgin is one of the last places that I have my dead name.

[Sarah B]

Hi Everyone

Athena, please keep all records and emails or letters to "Virgin mobile" now "Virgin Plus I would also suggest sending copies to the legal department at Virgin Plus or other applicable departments

However, I would use your current legal document as Lori and Sephirah has suggested and get a new account at Virgin Plus Mobile or with another company.  Hopefully you can take your number with you if you decide to move to a different company.

The following is a physical (paper) letter.
Remember I'm not a lawyer

Your Name
Your Address
City, Province, Postal Code
Email Address
Phone Number
Date: [Insert Date]
Virgin Plus Canada – Customer Support Department
c/o DISH Wireless
[Insert Canadian mailing address if known or applicable]
Subject: Formal Request to Update Personal Records and Investigation into Obstruction of Communication

To Whom It May Concern,

I am writing to lodge a formal complaint and request immediate corrective action regarding my repeated, lawful attempts to update my account information with Virgin Plus Canada.

I have sent the required legal documentation and identity verification materials to your designated contact email address as per your stated procedures. I verified that all information, including the spelling of the recipient email address, was correct. Despite complying with every stated requirement, you continue to claim no record of receiving my submissions.

I have now attempted to send the required documentation from three different email accounts across three separate service providers, yet the outcome remains unchanged. This suggests that emails are being blocked before they are logged, and no acceptable alternative method of submission has been offered to remedy the issue.

I have already escalated this matter through two levels of customer support, but the department responsible for account changes—the so-called "back end"—has refused to communicate with me directly or allow any further escalation. The continued refusal to process legally valid requests and the denial of access to any effective means of resolution now appears to be deliberate obstruction and intentional disrespect.

You Are Legally Required to Take the Following Actions:
    1. Acknowledge in writing receipt of this letter.
    2. Provide a working email or secure portal for resubmission of my documents.
    3. Update my personal account records in line with the legal documents I have already provided.
    4. Investigate and correct the failure in your communication and intake systems.

Legal Basis Under Canadian Law:
Virgin Plus Mobile Canada, as a telecommunications provider, is subject to the following federal laws and obligations:

    1. Personal Information Protection and Electronic Documents Act (PIPEDA)
Under PIPEDA, you are legally obligated to allow individuals to access and correct their personal information held by your company. Refusal or obstruction of this right violates federal privacy law.
(See: PIPEDA, Sections 8–9, and Principle 9 – Accuracy)

    2. Telecommunications Act (S.C. 1993, c. 38)
As a carrier operating under federal jurisdiction, you must operate in good faith, transparently, and without discrimination or undue preference. Blocking communication or preventing access to account management services breaches the principles of just and reasonable service.
(See: Section 27 of the Act)

    3. Canadian Radio-television and Telecommunications Commission (CRTC) – Consumer Rights Code
The CRTC requires all wireless providers to provide accessible and responsive customer service, including timely resolution of account-related issues. The Wireless Code emphasizes that customers must be able to correct errors and access their account records in a transparent and fair manner.

If this matter is not resolved within ten (10) business days from the date of receipt of this letter, I will have no choice but to escalate the matter to the Office of the Privacy Commissioner of Canada, the CRTC, and the Commissioner for Complaints for Telecom-Television Services (CCTS).

This letter constitutes formal notice. I expect immediate compliance with the lawful rights described above.

Sincerely,
[Your Full Legal Name]

Best Wishes Always
Sarah B
Global Moderator
PS  Sorry Virgin Mobile is now Virgin Plus not (Boost).  I have corrected accordingly.
@Ahtena

[Jessica_Rose]

I had a similar experience with Kohl's department store six or seven years ago. They refused to change the name on my credit card. When I submitted the paperwork for a new account, they refused to give me a new card because I had no credit history. Susan and I searched through our house and found every item we had bought at Kohl's which still had the tags, and we returned everything. As far as we are concerned, the store no longer exists.

Love always -- Jessica Rose

[Sephirah]

I had a similar experience with Kohl's department store six or seven years ago. They refused to change the name on my credit card. When I submitted the paperwork for a new account, they refused to give me a new card because I had no credit history. Susan and I searched through our house and found every item we had bought at Kohl's which still had the tags, and we returned everything. As far as we are concerned, the store no longer exists.

Love always -- Jessica Rose

That's the thing, Jess. They need you far more than you need them. Athena, go with someone else, who will value you more. If they can't be decent, you don't owe them your custom. They are a service. The customer is always right.

[ChrissyRyan]

Agreed, the easy way out of this is to select another service provider.

When one switches, providers may give sweetie deals, pay off existing contracts, give you a new telephone, etc.


Chrissy