Disappointing contract renewal
Hi,
I am visiting my mum who has been a Virgin media customer for many years. It seems at her last renewal the person she spoke to has sold her on something and made promises that have not been fulfilled - my mum is elderly, disabled, not at all tech savvy so can get easily confused. She is being invoiced a lot more than she was promised, the service she is recieving is the same feature wise (and actually a downgrade functionality wise) from her previous contract for ~£20 a month more, and she was promised a replacement box that she didn't have to talk to to use.
Does anyone have any advice on the following:
- how can she/I get hold of the chat transcripts where she was sold this new contract to see what was actually promised?
- how can I speak to someone from Virgin about this, as their support offering has seemingly become woeful since I last dealt with them (telephone number ideally)?
- has anyone had a similar experience and how did they resolve it?
Thanks in advance,
Adam