Given new contact for the same package at a higher price.

Question

On 19 March I was notified that my contract was ending, and I sought to enter into a new one. After several attempts online, I exchanged messages for 2 hours and was offered an 18-month package at a price I found acceptable. This was fine until, a couple of weeks later, my account then said I had entered into a new contact for the same package at a higher price. After a further 2 hours on the message chat, I was assured this would be removed at returned to the original price. 2 weeks later, the higher price is still showing as active. Do I need to spend another 2 hours not getting it sorted?

Carley_S · Answer

Thank you for joining me over private message DavidR3.&nbsp;
Glad we've been able to get to the bottom of this for you, and hope that clears any concerns you had.&nbsp;
If you believe the issue to be resolved you can mark the thread as resolved by clicking the helpful answer given and this will show anyone else having issue that an answer was given and direct them to the post, alternatively you can just like or 'kudos' the post if it helped you.&nbsp;
Please let us know if you are having any further issues or have any questions at all. We'll be here to help on the Community Forums if needed.

Carley_S · Answer

Hi DavidR3&nbsp;
Welcome to the Community Forums.&nbsp;
Sorry to hear of your contract concerns. Did you receive any form of pre-contract information when you attempted to renew through your online account? I wonder if a deal you may have agreed to online was then applied to your account after you agreed on the new contract when you spoke over messages. It can take up to 14 days for an online deal to be applied to the account, so it makes sense with what you're saying.&nbsp;
&nbsp;
To correct a price difference, we wouldn't be able to amend the physical contract itself. Only an automated recurring credit to counter the price difference of the monthly amount, to what we honour it to be. So, if you're looking at the contract to change online, it won't.&nbsp;
Have you received a bill yet since speaking with the team who advised it was resolved? If so, do you not see a credit amount applied that corrects the price difference?&nbsp;

DavidR3 · Answer

Thank you Carly. I did try&nbsp; entering into an online contract but it was never confirmed. The person who was dealing with my enquiry said she couldn't see the higher priced deal and that she would ensure that the lower priced contract would be honoured and I have just paid for the lower priced new contract which is supposed to run until Sep 26. However, this new contract says it was changed a month later so the MyVM site essentially says I have 2 concurrent contracts for the same service but at different prices! There is no credit amount showing to reduce the monthly sum down to the agreed price. I find it odd that VM people cannot see what is showing on my account. So how do I ensure that I continue with the contract agreed on 19 March?

Carley_S · Answer

We can't access your online account to see exactly what you're seeing, but we can of course, see all the information on the tools on our side.&nbsp;
It does seem odd, especially if you had not consented to a new deal online. You wouldn't see the recurring credit either via your online account, as it is an 'out-of-process' request.&nbsp;
Let me take a look at the account so we can get some clarification for you regarding your contract and price. Please join me on a private message so I can locate your account and pass the account security. You can see your private messages at the top of the page, in the envelope icon or if you're using a smaller device, you can see your private messages by clicking on the Virgin Media logo at the top right and selecting 'Messages' from the drop down.&nbsp;
 &nbsp;

DavidR3 · Answer

I have received excellent assistance with my issue and believe that it has been resolved but I will only be sure once the next bill arrives.

Forum Discussion

Given new contact for the same package at a higher price.

6 Replies

Related Content

Unauthorised package change

Contact 17 or 18

WhatsApp Virgin Contact Number

Contact via phone

Package price not honest