Forum Discussion

bratt's avatar
bratt
On our wavelength
4 months ago

More contract renewal frustration

Similar to other posts on here I renewed my contract online.. clicking the "Grab your deal" button... I've had the contractual documents through... followed by an email to ask me to call the sales team

We'd like to talk to you to as it appears that some information that we
need to process your order was missing. This will help us take the next
steps towards getting signed up, so just call our team on 0800 064 3830

When I call this number it's not clear what option I need to choose as I'm not changing anything.

So I used the web chat...   when I did this the representative said there was no record of this renewal and proceeded to offer me another deal which was considerably more expensive.

I asked if I could just have what I signed up for and they put me onto another representative.. who offered my another deal.. this time nearer what I'd already signed up for.. but not the same.

There's probably some sort of mix-up going on.. but I find it a bit weird that the details of my renewal are unavailable when I have the pdf documents in an email.

What should I do?  Wait for a while to let things "go through" as other posts on here suggest it takes a few weeks to show online that the renewal has happened. 

 

  • almills's avatar
    almills
    Just joined
    4 months ago

    I am in basically the same position. But to match the "Grab your deal" option, they lowered the price. They have said that "it wont show in the contract, we will manually add an £8 credit each month". This sounds bonkers. Have the Whatsapp extract to show the convo - but feels really suspicious.

    • unisoft's avatar
      unisoft
      Knows their stuff
      4 months ago

      It's a rolling credit. It's fine as long as it's applied, but for purposes of calculation for annual price increases, it's done before the rolling credit applied. VM changed a year ago to doing annual increases based on a discounted package price instead of full retail price, but it only includes the discount mentioned in the contract details, not a rolling credit added by billing system.

  • Martin_N's avatar
    Martin_N
    Forum Team
    4 months ago

    Hi bratt,

    Thank you for your post. We're very sorry to hear about your package renewal. 

    We can certainly take a look into this. I will private message you now to confirm your details. 

    ^Martin

  • bratt's avatar
    bratt
    On our wavelength
    4 months ago

    This is now resolved....   I gave up on trying to contact the sales team and did nothing and it seems to have gone though. 

    I think there needs to be some sort of notice to say that it will take some time to any changes to show on your account.

    The only other thing I've noticed is that under the Volt benefits it now says "We’ve noticed you’ve left your O2 contract."... which isn't right

    • David_Bn's avatar
      David_Bn
      Forum Team
      3 months ago

      Sorry to hear that this wasn't perhaps as easy and as straightforward as it could have been bratt.

      Pleased to hear however that this has since been resolved and welcome you to return to our Community Forums if anything further is required.

      Thanks

      David_Bn