Forum Discussion

Enoch1994's avatar
Enoch1994
Tuning in
10 months ago

I have proof of contract renewal but Virgin don’t.

Hi, basically I got an email allowing me to renew my contract as it is online. I did it and I got the contract summary through. Virgin say they don’t have it on their system but won’t acknowledge the fact that I can send them the documents to prove I have a contract. They keep trying to find resolutions when all I want to do is have the contract I agreed to but they’re not even telling me who I can talk to to provide proof of the contract. Some help please. Many thanks

6 Replies

Sort By
  • Cardiffman282's avatar
    Cardiffman282
    Wise owl
    10 months ago

    Enoch raise a formal complaint in writing with a view to escalating to the Ombudsman. Link is below. 

    • Enoch1994's avatar
      Enoch1994
      Tuning in
      10 months ago

      Ombudsman said no unless I have proof of 8 weeks of reasonably trying to sort it out with Virgin.

      wont even try to help me get in contact with the legal team. I have the contract, I just need them to verify it 😤

    • Enoch1994's avatar
      Enoch1994
      Tuning in
      10 months ago

      And I have raised it already with VM, over the phone they’re just talking around the fact that I can provide them with it and won’t give me anyone to talk to/provide proof to either.

  • Kath_P's avatar
    Kath_P
    Icon for Forum Team rankForum Team
    10 months ago

    Hi Enoch1994, 

    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's been some issues with getting a contract renewal processed. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

    I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

    Thanks,