Fix your contract renewal and billing issues. This is really getting out of hand!

This is a follow up to this complaint I logged here - Why different contract details and billing faults all the time with no solutions? | Virgin Media Community - 5646080

The genesis of this was me wanting to add an 02 sim to get Volt benefits, should be simple enough right? Clearly not. Adding that sim meant one had to "upgrade" to a new package. On my then current package, I was already being overcharged monthly (already explained in the link above), and when I reviewed the new package, it seemed cheaper overall. To be clear, these below are simply what I signed up for/upgraded to, on 3rd of June:

• M350 broadband at £34 per month
• TNT sports collection (Flex) add -on at £18 per month
• 10gb 02 sim at £8 per month

So main services £52, plus sim £8, making £60 per month, for an 18 month initial contract. The initial contract summary sheet (with number REMOVED), plus the Order summary email (quoting order reference number CH2105239724), sent via email immediately after making the changes, both confirm this. 

I got the contract to say those changes have been made later that day, but upon reviewing the contract (06/REMOVED), there was only the M350 broadband listed, no 02 sim, no TNT, and it stated new monthly charge will now be £26.68 (interesting) and that "We’ve knocked an extra £25.32 off your next 12 bills. This has been included above." That new monthly charge without the discount would have been £52. It was confusing, as one was not sure if this actually included TNT sports or not. The email in which the contract came also stated "Your next bill will be £6.04* which includes £4.68 to cover your changes up until your next bill period." To be sure of anything at all, I decided to wait until I got the next bill, to try make sense of what was just really confusing and not straight-forward.

My May bill (which I was overcharged for by the way) covering until June 30th was £72.75, and it has been fully paid on the 19th of June via direct debit. I have just checked on my account to see my June bill (for the month of July) and I am being charged £82.43!! Make this make sense! Bill breakdown states it is for the period of 27 May to 31st July which is absolutely  insane! Cos have I not paid for all of May and June already? Looking at the breakdown further, it states

• Volt M350 Package - £26.68 (which apparently was £68.50, but promotions and discounts of £41.82 was applied, no clue where from)
• Package changes - £4.68 (3 June - 30 June M250 to M350)
• Other charges and credit - £0.00

Let's for a minute forget the fact that I had an email that says next bill with be £6.04*. The breakdown listed above total £31.36, how then is a bill of £82.43 arrived at? I don't even need an explanation because this is all just not what I ordered in the first place!

All I want is that you please re-instate what I originally ordered, or if not possible, allow me to cancel the contract immediately without charge. If either of these is not possible then I will have no choice but to go to the regulator, or take legal actions, as it is all just too much frustration you are making me experience. I have been overcharged time and time again and this just has to stop! I can't even think of calling customer care, as that is just worse, it is impossible to speak to an actual human and IF you do, they can't resolve anything, making things even more confusing. 

 

[Mod - personal information removed]