Contract renewal offer not being honoured
My contract has just expired and on logging on I was offered a renewal on exactly the same contract for 18 months at the same reduced price I am currently paying. I accepted the offer online, and subsequently received order documents, and Contract Information and Contract Summary sheets confirming my order, together with an order number. This was on Jan 6th. On Jan 14th, I received my monthly bill, which was the full package price, which is double what I’m currently paying. I contacted Virgin via web chat, and was told there was no trace of my order, but not to worry as it can take 14 days for the details to be applied. On Jan 23rd, on checking my account, the new contract still had not been applied. I messaged Virgin again via web chat and was told again the order did not exist, but they could offer me a different contract which was £30 a month more than the original offer. I declined this as I have a contract from Jan 6th, even though they say I haven’t. Virgin are basically saying there’s nothing they can do and if I want to leave its up to me. I find this amazing, as I have email confirmation of the original order. I have logged a complaint, but I doubt anything will happen.
I can see in this forum that this has happened multiple times to other people. Can anyone help?
