I recently agreed over live chat to a new contract for £24 per month for broadband only. The contract that came through the next day said I would be paying £32.29 per month. I have chatted to three people now on live chat who have confirmed that my contract is £24 per month and they won't send me a correct contract. This is right is it? Surely the contract needs to say what I'm actually going to pay?
Of course it should but with apologies to Tom Jones this is not unusual. If it's not sorted within 14 days you must cancel the contract or you will be trapped.
Hopefully a VM person will offer to help.
Thanks jpeg. I needed a bit of Tom Jones humour in my life right now. :)
Forum TeamHello marxy09.
Thanks for your first post and welcome to our community.
Sorry to hear you're having an issue with the price of your renewal quote.
I'd like to investigate this for you as it will be an easy fix from here.
If you don't mind, I'll need to send you a private message to pass security.
If you can check the envelope at the top right of your screen, that would be great.
Gareth_L
The latest position from VM is that they agree that the contract summary sheet had £24 on it and the actual contract has £32.29 on it. They don't know why so have passed it to a manager who deals with these sort of issues. Unbelievable contracting practices really.
Forum TeamHello marxy09.
I can appreciate this is not ideal, we have raised this internally and will keep you updated as soon as we have any more information.
Gareth_L
6 more days have passed and I haven't heard anything. I'm not sure virgin are taking this very seriously.
As per the worldly jpeg1 keep your 14 day cooling off period foremost in mind here. The clock is being well and truly wound down by VM.
So the upshot of all of this is that VM accept that the contract is incorrect. For whatever reason they say this is automatically generated and they cannot change it. However my online bill has been updated today to show the correct amount. I will await to see if the correct amount is taken from my account (not holding breath) and VM have said my 14 day cooling off period can be extended if necessary.
Forum TeamHey marxy09, thank you for reaching out and we are sorry to hear about your contract issue. We can see you are currently in DM with my colleague.
If you do have any further issues about this topic please do go back to this DM. Cheers
