Forum Discussion

l4wrence's avatar
l4wrence
Joining in
15 hours ago

Final Contract Promo Discount Ending Earlier Than Agreed Pre-Contract

Hi,

I have signed a new 24-month contract where a promotional discount is applied for the full term as agreed in the pre-contract. However, when the final online contract has been made available the discount is only being applied for 18 months, and not the full 24 that I signed up for.

Despite a telephone call, two online chats and submitting a complaint via the web form, all replies just seem to confirm what I signed up for saying the discount will last the 24 months. My issue is that I want my online contract corrected, even my latest bill is saying the discount will end on the wrong date.

It's not good enough to be brushed off with 'don't worry it will last the full term' when everything online is saying otherwise. If my discount does end early my price triples for the remaining 6 months and is going to cause me financial problems.

Could someone from the forum team please message me so I can get this resolved. I don't think it is unreasonable to request a final contract to reflect what I signed up for. I am beyond the 14 days cooling off waiting for responses from customer support so I can't cancel.

Many thanks.

1 Reply

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    12 hours ago

    Hi l4wrence, 

    Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

    We're sorry to hear you're having issues with your billing and contracted price. This is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

    I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

    Many thanks,