[Virgin Mobile] Virgin 0$ down payment deal is not true

mikeproscutto wrote: ↑ I reported it to CCTS. I do not have the logs. Virgin should have it on file or the least they can do is speak to the rep that put the other thru.

My phone was lost by Canada post so I’m still waiting for that. The whole process has been a nightmare. Lost phone and the deal wasn’t even true.

That’s terrible. So sorry for you.
I hope they sort it out sooner rather than later.

I switched back to Virgin for a promo they emailed me, and they goofed re-signing me up. Long story short, I spent hours on the phone with no resolution and I ported out after about 12 days. I would advise anyone to stay away from this company and their parent company (Bell).

And yes, they are supposed to record all the calls so they should be able to get the recording, but you are going to have to put in days of your personal time to resolve this.

if you feel you are right and the facts support you then it only costs $25 for small claims court...

badsha wrote: ↑ if you feel you are right and the facts support you then it only costs $25 for small claims court...

Do you have more details about this?

v3nt0 wrote: ↑ Do you have more details about this?

step 1: you gotta know if you are right or wrong and you got the means to prove it
step 2: exhaust all the options with the company directly to resolve the financial issue. document everything.
step 3: find the small claims court in your province and submit an application against the said company
step 4: represent yourself and present all of your factual arguments.

d3van wrote: ↑ I switched back to Virgin for a promo they emailed me, and they goofed re-signing me up. Long story short, I spent hours on the phone with no resolution and I ported out after about 12 days. I would advise anyone to stay away from this company and their parent company (Bell).

And yes, they are supposed to record all the calls so they should be able to get the recording, but you are going to have to put in days of your personal time to resolve this.

That is why i don't take their win back offer. it sounds very good that they offered $45/25gb or $40/11gb. with iPhone 11 pro max 256gb. up front @262 + $400 upgrade credit. $33.34 per month

onez1eric wrote: ↑ WARNING! THIS DEAL IS NOT VALID. The only reason I didn't delete the post is to help those also got trapped finding a solution.
Instead of $0 down, Virgin will charge you the upfront cost of several hundreds depending on the phone model you take.
I saw the charge in my first bill today and disputed with their resolution team. I was told there isn't anything they can do other than returning the phone.

$0 Down + $37.34/month + $50 for 9+1GB plan + $40 upgrade fee + tax for iPhone 11 Pro Max 256GB
37.34*24=$896 for the phone plus an okay plan plus Virgin service.

Hi, OP, Thanks for the update !
My bill will come in at 21 which will be over 15 days return period .
Just had chat and being very polite to ask what's my option to get this resolved as Loyal customer ( It was the reps fault, but not the reps who is helping me )
the rep first to confirm that there will be down payment in my next bill , and then she said it was wrong , there is no $0 down payment offer , but she fully understand my situation and willing to escalate to solution specialist to see what they can do there .
Then solution team offer to cover $400 , said No then show them my previous 2 renew contract which I get $700 + credit each time .
then she willing to do one time adjustment to cover the full cost . In 15 minutes , those credit shows on my bill (previous bill ) with

Adjustments CR $7xx.xx (received on October 9, 2020).

I don't like this happened , but I appreciate OP give us this information of this deal , and I was able to resolve it with Virgin eventually .

I’m following into the trap.
Talked to a 4th agent who assured me again that Virgin is the one financing the downpayment. I Have names and screenshots of all agents and chats. The last agent just assured me that there is even a note about the downpayment being financed by Virgin and I only pay $919 on sweet pay installments.
I will wait and see. Upon getting charged will find a way to make sure my rights are respected.
It’s outrageous that they will do that to loyal customer who have a perfect history with them.

jason.lqs wrote: ↑ Hi, OP, Thanks for the update !
My bill will come in at 21 which will be over 15 days return period .
Just had chat and being very polite to ask what's my option to get this resolved as Loyal customer ( It was the reps fault, but not the reps who is helping me )
the rep first to confirm that there will be down payment in my next bill , and then she said it was wrong , there is no $0 down payment offer , but she fully understand my situation and willing to escalate to solution specialist to see what they can do there .
Then solution team offer to cover $400 , said No then show them my previous 2 renew contract which I get $700 + credit each time .
then she willing to do one time adjustment to cover the full cost . In 15 minutes , those credit shows on my bill (previous bill ) with

Adjustments CR $7xx.xx (received on October 9, 2020).

I don't like this happened , but I appreciate OP give us this information of this deal , and I was able to resolve it with Virgin eventually .

Did you do this over the regular website chat or over the phone?
It would be great if you could post parts of the conversation so we can try to follow the same script.
Tks

jason.lqs wrote: ↑
Adjustments CR $7xx.xx (received on October 9, 2020).

Where did you see this adjustment? Is it in the payment agreement summary online?

effuom wrote: ↑ Where did you see this adjustment? Is it in the payment agreement summary online?

No my bill , it was updated into my previous bill

v3nt0 wrote: ↑ Did you do this over the regular website chat or over the phone?
It would be great if you could post parts of the conversation so we can try to follow the same script.
Tks

start with chat , then solution specialist called me over the phone .
Nothing special on chat .

onez1eric wrote: ↑ WARNING! THIS DEAL IS NOT VALID. The only reason I didn't delete the post is to help those also got trapped finding a solution.
Instead of $0 down, Virgin will charge you the upfront cost of several hundreds depending on the phone model you take.
I saw the charge in my first bill today and disputed with their resolution team. I was told there isn't anything they can do other than returning the phone.

$0 Down + $37.34/month + $50 for 9+1GB plan + $40 upgrade fee + tax for iPhone 11 Pro Max 256GB
37.34*24=$896 for the phone plus an okay plan plus Virgin service.

Where is your bills? Attached it.

jason.lqs wrote: ↑ Hi, OP, Thanks for the update !
My bill will come in at 21 which will be over 15 days return period .
Just had chat and being very polite to ask what's my option to get this resolved as Loyal customer ( It was the reps fault, but not the reps who is helping me )
the rep first to confirm that there will be down payment in my next bill , and then she said it was wrong , there is no $0 down payment offer , but she fully understand my situation and willing to escalate to solution specialist to see what they can do there .
Then solution team offer to cover $400 , said No then show them my previous 2 renew contract which I get $700 + credit each time .
then she willing to do one time adjustment to cover the full cost . In 15 minutes , those credit shows on my bill (previous bill ) with

Adjustments CR $7xx.xx (received on October 9, 2020).

I don't like this happened , but I appreciate OP give us this information of this deal , and I was able to resolve it with Virgin eventually .

Would you please paste a screenshot of your bill with mosaic? What is the item of credit? This means you can pay upfront with the credit, right?

I was charged $327+HST as downpayment. I explained my issue in chat and asked for supervisor and the supervisor credited my bill $376.06 as I requested. Was painless thankfully

Pehnull wrote: ↑ I was charged $327+HST as downpayment. I explained my issue in chat and asked for supervisor and the supervisor credited my bill $376.06 as I requested. Was painless thankfully

what's your bill date? can you please post the conversation?
it seems that we have hope after all.

mikeproscutto wrote: ↑ Disputed the charge with a complain and follow up by an Executive. He says this deal was never offered and its 0 down at the time of purchased and deferred to your first bill.

See below

Thank you for writing back.

iPhone Pro Max is an expensive phone and comes with an upfront cost. This phone has never been offered for $0 upfront cost.

Although you did not had to pay the upfront cost at the time of order, it has been deferred to your next bill

What kind of bullshit response is that? Of course it would be $0 upfront, as in not paying it on the spot since you would normally pay it through your first bill. But the expectation was that it was $0 upfront as in the upfront cost being waived....they really need to train their reps to use better and more clear language. “iPhone 11 Pro Max is an expensive phone” is their justification for not honouring their mistake? Wow.

If you’ve already put in this much time and effort to get the credit fixed, you should just continue and keep pushing. Don’t let them get away with this.

v3nt0 wrote: ↑ what's your bill date? can you please post the conversation?
it seems that we have hope after all.

Bill date was yesterday, I went to email myself the chat after I was finished and it instantly closed on me....However the credit is applied to my bill as shown here: https://imgur.com/a/G2EUJmk (I had a prior device balance to pay off)

1. Use the chat to request the credit, I tried phone first and the ERT (escalations) agent I spoke with told me it would take him a week or more to get a copy of my original chat where I ordered the phone
2. In my first message I politely asked to speak with a chat supervisor to assist with a billing issue. I gave my full name, phone number, account number, order number, and chat reference number from the chat where I ordered.
3. First agent may require more detail but will transfer you to supervisor once you give the details. Explain how you were offered $0 downpayment however you were charged $xxx. Don't forget the tax on this amount as well. Ask for the reduced device purchase price to be lowered to the same amount as your financed amount. For example my bill stated:

Device purchase Price $1,555.00
Agreement Credit -$308.00
Reduced device purchase price $1,247.00
Financed amount -$920.00
Device Cost $327.00 (This line isn't on bill but put here to show what I was charged

Tax on reduced Device Price $187.05

I asked for the reduced device purchase price to be lowered to $920 as I was told in my original chat which was $327.00 refund plus to have my tax on reduced to $920x15% = $138.00 which was a further $49.05 refund. $376.06 total. https://imgur.com/a/G2EUJmk I had all the figures pre calculated and ready to go.

It took the agent 15-20 minutes to look over the prior chat and to make the adjustments.

onez1eric wrote: ↑ WARNING! THIS DEAL IS NOT VALID. The only reason I didn't delete the post is to help those also got trapped finding a solution.
Instead of $0 down, Virgin will charge you the upfront cost of several hundreds depending on the phone model you take.
I saw the charge in my first bill today and disputed with their resolution team. I was told there isn't anything they can do other than returning the phone.

$0 Down + $37.34/month + $50 for 9+1GB plan + $40 upgrade fee + tax for iPhone 11 Pro Max 256GB
37.34*24=$896 for the phone plus an okay plan plus Virgin service.

Chat was able to fix my bill for me - FYI

We're still Friends