Virgin Mobile Canada

Since November 18. 2022 I have been anticipating the delivery of an iPhone 14 that I upgraded to.
On November 25, 2022, I was notified by Purolator that they couldn't deliver the package as my apartment unit number had been left off the shipping label.
I was advised by Purolator that I was not allowed to give them a correction on the address. That step required Virgin to contact Purolator to provide the full address.
Over the next week, I repeatedly reached out to Virgin by phone, chat & email to resolve this issue. Virgin failed to take appropriate steps so Purolator eventually deemed the package undeliverable & returned it to Virgin.
I have submitted numerous escalations, initiated more chats, received emails and done everything I could think to do to resolve this epic customer service failure.
I've been dismissed, and hung up on, had chat sessions end with no explanation, and been lied to, ignored and treated abysmally.
IT IS NOW JANUARY 12, 2023 and I still haven't received my new phone!
I HAVE NOT RECEIVED ANY CORRESPONDENCE OR CONFIRMATION THAT THIS iPhone IS BEING SHIPPED TO ME!
I HAVE PAID THE GST AND OTHER CHARGES FOR THE PLAN I HAD TO UPGRADE TO.
I SAID I WAS GOING TO WITHHOLD PAYMENT UNTIL I RECEIVED THE PHONE AS SOME KIND OF LEVERAGE ONLY TO BE THREATENED WITH SERVICES BEING SUSPENDED AND MY ACCOUNT GOING TO COLLECTION!
Today, I will submit a formal complaint with the Better Business Bureau & I will post to social media about Virgin's epic failure in this regard.
NOTE; Virgin hasn't initiated a single step in trying to get this matter resolved. I've spent hours & hours on this, to absolutely no avail!

*** they promise you deal and then they don't give you a deal they promisefor any future customers that want to switch to virgin I would like to recommend everyone not to believe there sales personal and there supervisor

I've been a customer for years with Virgin Mobile and for the most part they've been good However, I recently had a data usage issue where after having and using data for years and tracking my average data usage month as gigs, suddenly in a two day period I used gb of data and was charged over $
I called in to get answers as to why this would be I was on hold for most of the morning The phone finally rang through and it went to a busy signal and I was disconnected I called back two more times and waited on hold before I finally reached an uncaring (in my opinion) rep
His name is Sean (employee number XXXXXXX) who simply said I'm only charged for what I use I informed him of this unusual spike in my data and told hime that I've been a loyal customer for years and he just refused to see that perhaps Virgin could have made a mistake Give me a break He just kept saying that's what I used
He said there is nothing he is willing to do because I was charged correctly How does he know? I asked to speak to a supervisor and he said he is one I asked to speak to his supervisor and he said his supervisor doesn't handle calls I asked who I can talk to above him and he gave me this email address...***@virginmobile.ca
I will buy out my contract this week and it is not my intention to cause harm, slander or misrepresent this company in any way but I will share my experience with everyone I know and care about to avoid this company because I feel they have glitches with their data usage tracking and are unwilling to give loyal customers the benefit of the doubt I don't want this to happen to anyone else
After being with them faithfully for years, when a problem comes up it is clear that they do not know how to handle a problem when an issue comes up to the customer's satisfaction I couldn't believe he wasn't even willing to be open to consider the possibility that there could be an error in relation to my data calculation and usage
Sir Richard Branson, founder, would be horrified that reps within his company are not even open to the possibility that something on their end could be malfunctioning Total failure of excelling in service here
If anyone can recommend a data and cell provider in Alberta that is dependable with data tracking and willing to look at possibilities if something goes wrong, please let me know

I live in Whitehorse, YT, and there are no Virgin Mobile (VM) stores here. That is why I requested over the phone to start my plan with VM Canada (at the end of October 2016). VM sent me the wrong phone, which I sent back the same day to VM. I followed up with VM several times trying to find out why is taking so long to get the phone that I ordered. Three weeks after VM received the phone that I shipped back (delivery confirmed with Canada Post), I still didn't get my phone. I followed up with VM multiple times and I've got different answers, varying from "sorry, your order just didn't get processed, but we will ship the phone through priority post right away" to the later "we are not able to verify that the phone was actually returned"). One time I was transferred to Bell customers care dept. Approximately a week ago I was told that VM is looking into that (not sure into what) and it will take another 2-3 weeks to get back to me.
Finally, after I got my invoice for a service that was never provided to me, I decided to cancel the plan with VM. I tried several times to talk to different VM representatives, who they just transferred me from one department to another, being promised that my plan will be cancelled. Although I asked every time when I talked to VM to get an email confirming what I requested, I was told that VM employees don't have access to email...
On Saturday, December 10, I spoke (probably 5th time) a customer care rep. She mentioned that an email confirming my cancellation will be sent to me within 48 hours. I didn't get any email from VM.
I called VM today (December 14) again to see if they can either cancel my plan or just send me the phone. Finally I was told that sure, they can send me the phone, but I will have a different number, probably a different rate and I need to wait until Saturday for another email to confirm that the phone will be sent. When I asked how come that now I can get emails from VM, I was told that Outlook was down but now is fixed.
Overall the experience dealing with VM - from front-line customer service agents to supervisors - was very frustrating and by far the worst customer service experience. I spent probably more than 5 hours on the phone with different agents (mostly being placed on hold) and I almost never got a straight answer.
I am wondering if the superior management level is aware of what is going on at VM.