Netflix with ads - when renewing
I recently agreed to an online (in App) renewal offer. This clearly stated that "choose this deal and keep your current plan without losing anything". After accepting the deal to renew yesterday, there was a message to await an email which hasn't arrived since.
I had read about issues with these renewals on this forum about losing Netflix Standard which was previously promised to be retained when in existing package. So I called through to customer retentions before proceeding, they stated that Netflix would remain as Standard without Ads. They also provided Online Customer Relations details over WhatsApp chat in case of issues, I also contacted them and they confirmed the same.
After all that effort I haven't received an email to confirm my renewal order yet. However, I just received a message from Netflix stating Virgin have downgraded my Netflix service to Netflix with Ads immediately!!
Please help this is really poor service and misinformation. I would like help to have my service restored ASAP please, also the order for renewal confirmed. As I still have no email and docs confirming the details. Just screenshots from the online submission.
Clearly offering a deal which is categorically stated as like for like and then downgrading a part of it is really not honest trading practice. Please help resolve this asap. Rather than force a longstanding customer to leave and worse complain to trading standards. My service is impacted already and that is before the date of my contract coming and end to make matters worse.