Forum Discussion

vander18's avatar
vander18
On our wavelength
2 months ago

Contact 17 or 18

My contact finishes on 22 December 2024 as per email:

Your contract is due to end on 22 December 2024. After that date, your price will be £138* a month for your services.

Why am i billed full amount one month prior to the 22?

 

  • japitts's avatar
    japitts
    29 days ago
    vander18 wrote:

    All of this tripe below, its factually false, I do have a fixed term 18 month contract and the discounts finish in the 19th month (time limited discounts) not the 17th or 18th month. I have documentation and email confirming this. Pay in advance or arears don't change the agreed dates.

    If you had a fixed term contract, all service will automatically cease on the end date. Refrain from giving any cancellation notice, and see what happens to your services on the day after your contract apparently ends.

    Your subsequent post makes reference to "if I terminate" - if you had a fixed-term contract, there would be no need to do so. Your service would naturally & automatically terminate without any intervention being required.

    VM do not provide services without a contract being in-place. Let's see the documentation and/or email where you believe the fixed-term is confirmed - blot out any personal details.

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

    You don't have a fixed-term contract that completely finishes on the date, the natural consequence would be an automatic disconnection for everyone in that scenario.

    You have a rolling service contract with a minimum-term, often correlating with time-limited discounts. It's that which expires on what is popularly - but incorrectly - referred to as "contract end"

    • vander18's avatar
      vander18
      On our wavelength
      29 days ago

      that don't change the contract dates e.g. if I terminate or change provider  before the December date I would be charged an early. termination fee. So why do vm charge me the full price in the 18th month when the contract and reminder email clearly states the wont happen  until the 19th month?

  • Kath_P's avatar
    Kath_P
    Forum Team
    2 months ago

    Hi vander18, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear there's been some confusion around the end date of your contract and your billing. As mentioned by japitts, your minimum term ends on the date in your contract. After that date, you will revert to a monthly rolling contract. If you decide you don't wish to continue with the services then you are required to give 30 days notice. You can view more information on how to give your notice to leave here.

    During the 30 day notice period, your billing will continue as normal but then once your services have been disconnected you will receive a final bill a few days later. If you are due a refund this will be sent 35 days of your disconnection date. If your Direct Debit remains active then the refund will be paid into your bank account directly. If you cancel the Direct Debit then we would send a cheque to the account address. 

    Hopefully that makes a little more sense but please let us know if you have any further queries or questions. 

    Thanks, 

    • vander18's avatar
      vander18
      On our wavelength
      2 months ago

      I have documentation that states in the 19th month my discounts finish not the 17th or 18th. I also have an email from vm confirming such.

      japitts has no idea 

      so Mary would you please give me the contact details for the appropriate Ombudsman.

      thanks

      • japitts's avatar
        japitts
        Very Insightful Person
        2 months ago
        vander18 wrote:

        japitts has no idea

        Sorry that you feel I have no idea, but I stand by my previous post 100% - out of interest, which part do you think I got wrong?

        vander18 wrote:

        so Mary would you please give me the contact details for the appropriate Ombudsman.

        That one's easy - https://www.commsombudsman.org/raise-dispute/virgin-media 

        You need to either have a deadlock letter from VM, or an open complaint that's unresolved after 8weeks.

        By the way, I'm not sure who Mary is.. it was Kath from the VM team who responded.

  • vander18's avatar
    vander18
    On our wavelength
    29 days ago

    lets get a class action going this company are thieves 

    • Paul_DN's avatar
      Paul_DN
      Forum Team
      28 days ago

      Hi Vander18,

      We are sorry you are still unhappy with the contract terms, have you been able to negotiate a new contract or do you still need help with this?

      Regards

      Paul.

      • vander18's avatar
        vander18
        On our wavelength
        28 days ago

        I have a new contact but I'm livid on the means by how I was treated as a vm customer.

        would you kindly provide me with the appropriate ombudsman contact details

  • vander18's avatar
    vander18
    On our wavelength
    28 days ago

    Bare in mind this is the 4th time I have requested from vm and it is illegal for vm to withhold such request.