Forum Discussion

Fi71's avatar
Fi71
Joining in
2 years ago
Solved

Incorrect amount on new contract

My mum passed away 2 weeks ago  and I spent over an hour on the phone with virgin moving the account into my dads name. 
He has received his new contract in the post today and the monthly amount is incorrect. To say I am annoyed is an understatement as I just don’t need this at the moment . I was assured on the phone my dad would be taking over the account as it was and the discounts on the account would end in July as what was on the original contract . His new contract has the monthly price that it will be after the discount ends . Please can anyone help with this I really can’t face another hour on the phone trying to rectify this mistake .

many thanks 

  • Joseph_B's avatar
    Joseph_B
    2 years ago

    No worries Fi71,

    As stated it would process through that the contract may show as wrong but credits would be applied monthly to fix this, if you did want us to fully confirm this we would be able to by going about clearing security just let us know and we can invite you through into a PM.

    Joe

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)
    2 years ago

    Hey Fi71,

    Welcome back to the Community Forums and thanks for the post.

    Sorry to hear about the passing of your Mother and the issues with setting up the account to be in your Fathers Name, with how our bereavement process works when we transfer the contract over we cannot always match the price directly through the contract so we would add on additional credits each month as what we call recurring credits, was this mentioned to your father at all whilst he was discussing this?

    Joe

    • Fi71's avatar
      Fi71
      Joining in
      2 years ago

      Hi Joe, thanks for your reply . It was myself that spoke to Virgin and no it was not mentioned at all . The lady just assured me that the payment would stay as it was until the discount on the contract ran out in July. My dad is 80 and I want to ensure that this is all correct for him before I fly back home . 
      many thanks 

      Fiona 

      • Joseph_B's avatar
        Joseph_B
        Forum Team (Retired)
        2 years ago

        No worries Fi71,

        As stated it would process through that the contract may show as wrong but credits would be applied monthly to fix this, if you did want us to fully confirm this we would be able to by going about clearing security just let us know and we can invite you through into a PM.

        Joe

  • Joseph_B's avatar
    Joseph_B
    Forum Team (Retired)
    2 years ago

    Hey Fi71,

    Thanks for joining me in that private message, glad we could go about clearing up the confusion around the bills, if you do require anything further, please do let us know.

    Joe