Forum Discussion

Saracent's avatar
Saracent
Joining in
28 days ago
Solved

Contract renewal documents different from pre-contract agreed

Hi,

Just agreed with the Customer Retentions team to renew my contract and agreed a price which was sent to me on a pre-contract email at 09.53am. I then receive a Contract Email about 3 hours later welcoming me showing the price will be £5 more per month. As this isn't what we agreed, I spoke to customer services and they advise the original pre contract price is what they have on the system and to ignore the contract documents higher price. They were not entirely convincing as they didn't seem to know about the higher contract amount email.

This feels a strange way to proceed so can someone confirm if I really should just wait and let this progress, hoping it will be the right price or should the contract email be amended to correctly show the agreed price?

Thanks

 

  • John_GS's avatar
    John_GS
    28 days ago

    Hi Saracent 

    Thanks for posting and welcome to the community.

    Sorry to hear of the confusion over the deal. I'll send you a PM now to assist further.

    Best wishes.

6 Replies

  • John_GS's avatar
    John_GS
    Icon for Forum Team rankForum Team
    28 days ago

    Hi Saracent 

    Thanks for posting and welcome to the community.

    Sorry to hear of the confusion over the deal. I'll send you a PM now to assist further.

    Best wishes.

  • olumaxi's avatar
    olumaxi
    Settling in
    3 days ago

    Hi @saracent

    I hope your issue was resolved as I have had the very same issue now TWICE! 

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      3 days ago

      Hi olumaxi 👋 Thank you for your post and welcome to the Virgin Media Community 🙂

      We're sorry to hear you've had the same issue 😔

      I can see you spoke to the team not long before posting. Was the issue discussed then and has a resolution been provided?

      Please pop back to us at your earliest convenience.

      Regards,
      Daniel

      • olumaxi's avatar
        olumaxi
        Settling in
        3 days ago

        Hi @ Daniel_Et,

        Indeed I spoke to someone, and discussed the new issue, but they basically could not help. They also said the contract they could see was for what I signed up for, and I just didn't want to continue, as it was already becoming too complicated. Regarding the 02 sim, they could only transfer me to 02 customer service, who said the sim order did not come through to them (even though it was on the pre-contract summary), so I just decided to order a new sim as a seperate transaction directly from 02. Hopefully at some point I can link both but I guess we'll see.