Forum Discussion

Beaker17's avatar
Beaker17
Settling in
2 days ago

Contract issues

Contacted VM via online chat on 26th Sept to arrange contract renewal and agreed a new contract (£116 a month compared to previous £110) and was emailed a contract summary. This month I’ve noticed I’m being billed £219 and went into my account via app and noticed I don’t have a contract. Contacted VM via chat yesterday and although no explanation was given to why my contract wasn’t implemented I was offered a package £6 a month less than the one I thought I’d agreed to in Sept and my bill for Dec had been reduced to £120 but my bill for Dec on the app is still showing at £219 and I’ve noticed my bill for November was £164 which came out as a direct debit. The app now shows I have a new contract but get an error message when I try to download it. Am I likely to be billed £219 still in Dec and should I be seeking a refund for the over charge in Nov as it seems it was VM’s error in not implementing the contract.

contract
renewal

1 Reply

  • Molly_T's avatar
    Molly_T
    Icon for Forum Team rankForum Team
    11 hours ago

    Hi Beaker17 👋 Welcome to the community forum! Thanks for joining and making your first post. 

    Sorry to hear about these contract issues from September, and your experience recently trying to get things sorted. 

    We'd need to take a look at the account to see what's currently happening with your contract and billing, and then offer any further guidance or help needed. 

    I will send you a PM to confirm a few details so we can do this for you. Please keep an eye on your Inbox 📩 in the top right corner of the page for a message offering help. 

    We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞