Forum Discussion

benno17's avatar
benno17
On our wavelength
28 days ago

New Contract Error

My Virgin contract was coming to an end so contacted others and got a good offer from Sky. Contacted Virgin and was offered a new 18 months deal which was pretty close to Sky. I received pre-contract details and accepted them. That was three weeks ago. Contacted them several times because the old contract was still showing and was assured that the details will be up dated soon! That was three weeks ago and today they took the old payment.

Can anybody help with advice as to how to get things put right?

I am thinking that the only way forward is to cancel my direct debit until they scream :-)

7 Replies

Sort By
  • Robert_P's avatar
    Robert_P
    Icon for Forum Team rankForum Team
    27 days ago

    Hello benno17,

    Sorry to hear of the package issues since agreeing a new deal. Depending on changes made and to what services these were, it's possible that the new deal may not kick in until 30 days after the changes were agreed.

    This tends to be for the removal of services or subscriptions. Let us know if this was the case or if you need further support.

    • benno17's avatar
      benno17
      On our wavelength
      20 days ago

      The 30 days is passed and still the contract on the website is incorrect. As expected VM took the old payment! Been with VM a long time and they always get the admin and finance wrong. Even when I goto the Complaint page, I get the response "Oops sorry". Obviously they don't want complaints :) 

      • Kath_P's avatar
        Kath_P
        Icon for Forum Team rankForum Team
        20 days ago

        Hi benno17, 

        Thanks for coming back to us on this one. As it's been over 30 days, this is something we can certainly check for you but in order to do that I'll need to confirm some information with you to pass security. 

        I've sent you a direct message to allow us to do this with you in a private space. Just click on the little ✉ at the top right-hand side of the page to access your inbox. :)

        Many thanks, 

  • benno17's avatar
    benno17
    On our wavelength
    27 days ago

    Thanks for the response Robert_P. It is 21 days since the new contract was agreed, so I'll wait for the 30 days as suggested. Shame the help line assts didn't say that. They were saying a few days only

  • jpeg1's avatar
    jpeg1
    Alessandro Volta
    27 days ago

    @benno17  Never cancel your direct debit. VM's accounts department operates quite separately from the rest of the company and will simply register a default on your credit file.