Forum Discussion

vcustomer77's avatar
vcustomer77
On our wavelength
2 years ago

25% mid-contract price hike and inaccurate explanation from VM

Hi. I had a 25% mid-contract price hike in 2023. I raised this as a compliant months ago. I was eventually called by a person acting on behalf of VM. The person said that the price hike is due to the RPI+ 3.9% being calculated on the pre-discounted contract price rather than the actual monthly charge. I drew the person's attention to the VM T&C which states the exact opposite and gives worked examples showing that the increase is based on actual not theoretical monthly charges.  I asked the person to look into VM's T&Cs. The person eventually called me back (outside of the time period that was given for such a call and as probably a result me badgering VM via email). The person again stated that the price hikes are based on the theoretical rather than actual price. It's clearly not. I have emailed VM to suggest a resolution but have received no response. VM services are excellent; VM service is miles behind. Any help would be appreciated thanks

Capgemini
mid-contract price hike
  • Martin_N's avatar
    Martin_N
    Forum Team
    2 years ago

    Hi vcustomer77,

    Thank you for your post. I'm very sorry for any issue you've had with your package price. 

    We are happy to take a look into this for you. I will private message you now to confirm your details. 

    ^Martin

  • Cardiffman282's avatar
    Cardiffman282
    Trouble shooter
    2 years ago

    You are doing well to secure two customer service callbacks and a customer service email address (and even a forum staff response within three hours). You'll have to share your secret.