Email contract renewal offer has not been actioned
Sorry for how long this will be, I'm going to dump as much information as I can think of regarding my case here. Please let me know if you need any specifics relating to my account, pre-contract/order numbers etc.
My current contract expires in May and I received some emails from Virgin with renewal offers.
On 05/03 I followed the link in an email to the Virgin website and accepted the offer to renew my contract for another 18 months. I received the Contract Information and Contract Summary sheets before accepting and then received an order summary email which provided an Estimated activation date of 08/03.
On 08/03 I received an email from the Websales team 'Re: Sign Up Online' which stated:
"We are pleased to confirm your request has now been fully actioned and your special bundle offer of <input offer e.g. 2 for £20> has been applied, saving you even more money than you thought on your Virgin Media services."
And another email stating "Thanks for making those changes" and attached an eContract (Service change receipt) showing that my current contract has been updated to replace Maxit TV with Mega TV, and nothing else. Same price, still ends in May...Oh, and I'm apparently being charged £1.67 for making these changes which I never requested.
I've been on the web chat earlier today talking to agents who were more interested in trying to renegotiate a new contact with me, even though they can't offer the same prices as the one I already accepted, because they saw the word 'renewal'.
Eventually, an agent informed me that it would be "15 working days to affect" since I ordered online before the web chat mysteriously threw an error when I asked to be transferred to the complaints department (as there was no mention of it taking 15 days when I placed the order).
I fail to see how this could be the case since I've already had my account changed (incorrectly) by the websales team as a result of ordering online and it didn't take 15 days. Also, the order has been "fully actioned" so why would it open up again? I don't have any pending orders in my account.
Furthermore, I can see in this forum that other customers who've accepted the online renewal offers have been told 15 days and nothing has been fixed for them in that time frame:
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/New-Contract-Woes/td-p/5495798
Apologies for the wall of text. Can you please advise how my issue(s) can be resolved? And perhaps flag to the relevant parties that your online contract renewal self-service is not working as intended.
P.S. Here are further examples of customers using the online renewal service only for it do nothing, this issue has apparently been ongoing since October:
https://community.virginmedia.com/t5/Managing-Your-Account-Cable/Contract-Renewal/m-p/5419319