Forum Discussion

Jeffrey1_'s avatar
Jeffrey1_
Settling in
2 days ago

Bills do not match agreed contract

I can't help you but also need help understanding my latest bill.  I am new to this forum and not sure how to ask for help.

I recently had numerous phone calls saying my contract was up for renewal and they could offer a contract the same as I was on.  I wasn't sure if it was a scam so decided to contact VM via their chat.  I negotiated a new contract and I also told them that I had had to terminate my contract with O2 a few days before as I hadn't been able to use data only in my home for 4 months despite reporting it and them saying they'd got it sorted. A new contract arrived for £90 a month but the billing documents didn't reflect this so I started a new chat. Consequently I was told via that chat that I owed them over £200 but as I was a loyal customer they would reduce it to £120 approx.  I told the chat person I had no idea why they thought I owed them anything and he told me to speak to someone in finance. I did later in the day and he said there was no problem and it would right itself once we'd connected the new hub they were sending.   We connected the new hub (which btw we had not requested. After numerous calls and chats my bill is still showing 217.60 is being taken on 23 July.  This is for a £90 contract. During one of the phone calls I was told  I had to sign up with O2 to get the contract.  When O2 contacted me they said they would take £15 and VM £75.  I have not had this in writing.  VM system seems to be saying we've changed the package. This is not so we were told the new package was the same as the previous one and is always welcome wanted.

Sorry it's a bit garbled but it's stressing me out

 

6 Replies

  • SirZorro's avatar
    SirZorro
    Hanging out
    2 days ago

    @ Jeffrey1_ you'll need to start a thread of your own if you want someone from VM to help you. I jumped on someone elses thread like you have and got no response from VM. Good luck, you're going to need it. I signed up for £28.99/month and was going to be billed £66/month. Will be jumping ship when my contract runs out.

    • japitts's avatar
      japitts
      Very Insightful Person
      2 days ago

      you'll need to start a thread of your own if you want someone from VM to help you. I jumped on someone elses thread like you have and got no response from VM

      Whilst true, adding to another person's thread and also starting a new one just means there's duplicate posts. All have now been merged into the same place.

      This query is account-specific, the staff team should be along in due course.

  • Jeffrey1_'s avatar
    Jeffrey1_
    Settling in
    2 days ago

    I've agreed a new contract with sales for £90 a month including mobile phone with O2  which O2 said would be split between O2 and VM £15/£75. 

    The billing document on line which came later doesn't reflect this and VM are saying this is because their system believes that we have changed the package.  This is not so. They say that because the billing document has been instigated they cannot raise a new one.  This is nonsense. It maybe their policy not to but that doesn't mean it can't be done.  Instead they are quoting over the phone payments to be made for the rest of the months which will have the effect of our paying  a total equivalent to £90 including the £15 to O2 but they will not confirm this in writing. There have been so many promises that have not been fulfilled that I cannot accept this.

     This has all come about from getting numerous phone calls which we thought maybe scams telling us we needed to renew our contract. Instead we fixed the contract with VM chat line which we were then sent via email.

    I don't understand why the package is now showing on our bill as £183.50 plus £13.10 package change(which we know nothing about as we were told the package was exactly as our previous one). So £217.60 is being taken for our first payment. 

    I'm at a complete loss and want this bill explaining 

    Is there a governing body we can turn to. Ofcom?