I've just recontracted and agreed a new deal via webchat. When the order has been processed though, the per month price on the contact is much more than I agreed and doesn't match what was in the precontract summary I agreed to. Could someone from the forum team get in touch please to see what's gone wrong. Webchat and phone agents haven't been able to help or explain. Thanks so much 🙂
Forum TeamHi sdavid 👋 Welcome to the community forum! Thanks for posting!
Sorry to hear these concerns with your recent package change via webchat, and your experience trying to get it sorted.
We'd need to take a closer look at the account to see what's happened and offer some help to resolve things.
I've sent you a PM to offer help, which you can find in your Inbox 📩 in the top right corner of the page. We can then return to this public thread with another update when possible. Thanks for your patience in the meantime! 🌞
I've had the exact same issue this week and they have escalated to a manager as they can't figure out why it has happened. Having said that if you look back through other queries this doesn't seem to be unusual so why they are still allowing it to happen is disgraceful.
The forum team are trying to help via PM but really just telling me what I've already been told on webchat and on the phone. The legal contract I've been sent is for a much higher price than the pre-contract summary I agreed to. I'm assured that I won't actually be charged the higher price but, frankly, I don't trust that. The contract in my account is the legally binding agreement and it's wrong. I only want that to be acknowledged and corrected to represent the agreement that was actually made, shouldn't be so hard , should it? If need's be, why can't they cancel the incorrect contract (it's within 14 days) then immediately set up a new one and get it right this time? Too simple I guess!
I am having the exact same problem. Been over 2 weeks and still no resolution for me. Hopefully you will have better luck than me.
This seems to be almost standard practice, that what you get on renewal is not what you negotiated - either it costs more or the channels are not the same, or both together.
It's hard to believe this is always an accidental error.
