Contract Renewal Chaos
I have a broadband contract which will expire on 5 Sep, the current amount is £30.1.
On 30 Jul, I received an email from VM inviting me for a renewal. I followed the link in the email, accepted an offer which is a continuity of my existing contract with the same amount £30.1 initially, and then increased yearly. After accepting the offer, I received an email with the contract documents (2 pdf files), and another email with an order summary. The information of both emails are inline with what I agreed.
On 1 Aug, I received another email from VM which stated my monthly cost is now £51.11, and the next bill will be £37.2.
On 2 Aug, in view of these contrasting information, I had a conversation with the Whatsapp support team of VM. They explained to me that online contract renewals are by another team and they won't show on the system until after 14 days, then advised me to check with them again on 13 or 14 Aug.
On 5 Aug, I received yet another email from VM stating my package amount is now £40.31, and the next bill will be £35.52. Based on the advice from the conversation on 2 Aug, I decided to wait until 14 Aug to ask again.
On 14 Aug, I had another conversation with the Whatsapp support team. While they were helpful, they told me that there was a problem with their "package change tool" at that time, and there was little they could see and do.
I am tired about the situation and having to repeat the whole story with the Whatsapp support team again. Would a responsible person from VM please contact me to clarify the matter.
