Contract renewed without consent
Hello, I am new and looking for some advice.
In November 2024 I rang virgin to book and engineer visit because I wasn’t happy with the speed. The operator pitched for a new contract and I said no, because I wanted to see what the engineer said first. Two months later I logged into my account to find that my contract was renewed without my consent. I rang Virgin, who confirmed that the operator on that day wrote on the note “pitched for contract-customer refused” however he then renewed the contract. He also put another email address which is not mine on the contract, hence why I never received it. Virgin stated that they will get a supervisor to listen to the call between me and the operator and give me a call in a week. (February 25). Never had a call back. Few weeks later again, same conversation they said they will ring me back and they never did. (march 25). I have put multiple complaints on website in writing, without getting an answer. Rang again today and they put me through the Retention department. They said that the only options would be either leave (and I am not entitle of compensation even so I have been paying a contract I did sign up for??!) or renewed to a new brand new contract which is more money of what I am paying now for the same speed!! When I said I wasn’t happy they said they will get a supervisor to ring me back in few days, again.
Just wondering if anyone had a similar issue and how they resolve it!? I have been with virgin for years and never had an issue, but I really start to make me want to leave….
