Honouring contract price

Hi,

just any advice/suggestions on my situation.

so before my first 18month deal with virgin came to an end, I called discussing nee price etc. wanting to strip it to the bare bones to have price around the £50 mark, this was without sports, extra box etc. After the call i received a contract summary dated for that day 18/05 but the quote was for my first package with the sports etc. at the £55 price mark. Now it seemed too good to be true as my old contract was due to increase to £120 for same package.

So I called back a couple days later, stating it seemed too good to be true. But was told on the phone that it needed to be honoured as it was offered (to my surprise) the customer service did say that it needed to go through a team for approval but regardless if they approved it or not he would be able to honour that deal. He also said he would not need to contact me as he assured me it was all taken care off.

So I then get an email today with the first bill being around £120. In shock obviously as it’s £70 plus what I was assured I’d be paying, I called the customer service (the lady on the phone nice, silver lining) where I was told that because the offer was not possible they couldn’t give me it but I was NOT informed about this and there was no effort to reach out to me. I then asked if I could cancel as it was my first month, but missed the 14 day cut off by 4 days (convenient for them) and was informed cancellation would be about £1000 (18 month contract at a high price). 

ive raised a complaint but that can be 28 days to get a response. I have the original contract offer and as they record the calls they will be able to see I was sold a dream lol. Unsure what else I can do so advice would be appreciated. When the complaint is over I will contact the ombudsman but have to wait until after the complaint has been dealt with.

thanks 😃