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bluecatt73's avatar
bluecatt73
On our wavelength
2 months ago
Solved

"Free" upgrade - unexpected activation fee

I have recently re-contracted with VM for a further 18 months. The honeytrap they used to entice me was a "free" upgrade from the Super Hub 3 to a Hub 5. The new router and a small increase in my monthly bill was enough to convince me to stay with them.

Today I have checked my account online and, lo and behold, I've been charged a £35 activation fee. This was NEVER mentioned prior to my agreeing the deal and I can see no mention of it in the pre-contract documents (I have yet to see a new contract, much less sign).

I am VERY unhappy at these underhand tactics. If it is not rectified I will most certainly be looking to leave VM as soon as I am able to - even if I have to wait 18 months.

I could have waited until the last 30 days of my contract and threatened to leave - I now wish I had. I accepted because I thought the offer was not unreasonable and because of the "free" upgrade.

This STINKS!

  • Daniel_Et's avatar
    Daniel_Et
    2 months ago

    Hi bluecatt73, thank you for speaking to us via private message.

    If you have any further issues or queries, please don't hesitate to contact us.

    Regards,
    Daniel

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  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    2 months ago

    It's just another VM scam to squeeze more money from you. If you are still within 14 days, tell them you are leaving unless they remove it. 

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      2 months ago

      Hi bluecatt73, thank you for your posts. 

      We're sorry to hear about the unexpected charge you've incurred and that you feel this way 😔

      In order to look into this for you, we'll send you a private message on here. Look out for the envelope in the top right-hand corner.

      Regards,
      Daniel

    • Daniel_Et's avatar
      Daniel_Et
      Icon for Forum Team rankForum Team
      2 months ago

      Hi bluecatt73, thank you for speaking to us via private message.

      If you have any further issues or queries, please don't hesitate to contact us.

      Regards,
      Daniel

  • bluecatt73's avatar
    bluecatt73
    On our wavelength
    2 months ago

    Thanks Daniel. I'm unable to reply to your message as I've used up the maximum number of messages allowed, apparently. 

    This morning I had a live chat with Rekha, who promised to apply a £35 credit to my account. However, I can't see it. 

    Are you able to confirm that it's been actioned?

    • jpeg1's avatar
      jpeg1
      Alessandro Volta
      2 months ago

      Be aware that it will take you beyond the 14 days before you can see if it arrives. 

      • bluecatt73's avatar
        bluecatt73
        On our wavelength
        2 months ago

        That's exactly my concern. I do have screenshots of my live chat showing what was agreed, for what that's worth.

        I've received a private message but it won't let me reply. You couldn't make it up!