How do we handle customers complaints?

  • If you have a complaint, you are required to submit your complaint within 60 days from the date of the incident in question or from the issue of the disputed invoice, unless you are unaware of the date of incident or invoice.
  • After submitting the complaint, you will be notified via SMS that a request has been filed to resolve the complaint. This will be followed-up with a reference number and expected timeframe for resolution of the complaint.
  • The expected timeframe for complaint resolution will not generally exceed five days. If it goes beyond this, you will receive a text message stating the reason for delay and the expected timeframe for resolution.
  • When your case is resolved and closed, you will receive a text message.

You can submit your complaint and follow up through all Virgin Mobile channels: