Contract not being honoured

Hi

Any idea how to get VM to look at/acknowledge contract details they emailed to me after I accepted a renewal price online over two months before my contract was due to expire? Having accepted the new price for a further 18 months and receiving contract information, I assumed all was in order until today, when I received an email saying my contract is due to expire in three weeks and offering me a significantly higher price to renew.

I contacted the Customer Services team on WhatsApp, and was transferred to the 'Customer Relations Team' who apparently would be able to offer a better price, but their offer was slightly higher and excluded TNT Sports, so I would be paying around £20 a month more than agreed in November. I kept telling them I had contract information but their response was basically sorry, you tried to renew online and it 'didn't push through', whatever that means. But it must have done because initially my new contract details were online, and, having checked that, I didn't think I would ever need to produce a screenshot of it as evidence. Now the new details have disappeared and the details of the old, about-to-expire contract are back.

If the contract didn't 'push through' why would they send me an email confirming the details? But the customer services agent wasn't interested in my email, just kept asking if I wanted to accept the new, higher offer, suggesting that to change supplier can be a hassle and implying I'd be better off accepting the higher offer. I asked to be put in touch with a legal department because they are in breach of contract but she ignored that too, simply repeating the offer.

I'll try phoning tomorrow but I have a feeling I'll just get through to someone else with no authority to do anything but repeat new, higher offers.

How can I get them to acknowledge their email to me? Any ideas?

Thanks