How do I begin a new thread?

Yet again, and I mean has VM ever managed to do things correctly, I have a problem with my contract. I had clicked a link on 21st July to allow me to accept offer for renewal. I went for this and had a pre-contract documents. There is information on my new contract including the months at which it will rise in price and the initial price which I was happy with. There was absolutely nothing on here to do anything further. Only that I should check the documents over to ensure all was correct which it is. 

However, having now received a new bill email as standard I have noticed that the amount is for the post end of contract amount as warned about throughout the contract. There is absolutely no way you accept this doubling of price and the options you take are to either phone in to VM. A task akin to having teeth pulled, or on this occasion to simply go through the renewal acceptance option on VM site. Which I did. 

So now having found the bill is incorrect as I would never accept such horrendous charges, I find that two days before my current contract ends I have pre-contract documents but have received nothing else. I had been happy a month ago that all was okay but now I'm worried. I will leave this mind f##k of a company and complain to the Ombudsman to ensure this type of subterfuge is stopped. I had expected my new price to be the next billing amount but instead its the old contract - increased uncancelled price at contract end - £40 vs £95 give or take pennies on both. I'm not accepting this.

This company already ran ragged over my now deceased dementia confused mother and my son in his previous contract. Can VM ever make things easy and not simply set things up for confusion and multiple gains. Can't they be happy to simply keep a loyal customer without fleecing them for more and more money.  [I've been with them since the 1990s as NTL Cabletel through to this VM incarnation].

Completely sick of this messing about just to make sure you retain a service which is now essential while not being made to feel you've been conned all along. Disgusted.... again.

If anyone else has had pre-contract document emails only. Then subsequently had the same sort of issue with prices remaining on their old contract plus that vicious end of contract increase. Can you jump in on this thread please? Be nice to know how widespread this is for the Ombudsman.... not that Ofcom are much use. A civil action in small claims is what I've considered in the past but not on this as yet as the potential loss is not enough. But it is worthwhile to have them on the spot with failings in their services and systems being shown up as disregarding the needs of VM customers.

Thanks all.  

Hi dulede, 

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 there has been some issues when completing your renewal. When doing this online, you are sent pre-contract documents to look over and confirm you're happy with these. On the webpage, you are then required to accept the terms and conditions. Once everything is completed, you'll receive an order confirmation, confirming the changes you've made. At this point, it then goes to a back office team, who process the offer and send a new contract. This can take up to 14 days to process.

If you've only received the pre-contract documents then this would suggest you've not completed the renewal process. You will need to do this before the offer can be applied to the account. Until then, the billing would continue as normal based on the account at the time the bill is generated. 

Many thanks,