Hi laurammc,
Thanks for coming back to us. We do understand the frustration however before you agreed to the package change, you would have been sent a pre-contract document, detailing what was included. It is your responsibility to check these before proceeding to ensure everything is as it should be.
If you check your document that was sent, in the TV section, this will show Netflix Standard with Ads. We're not able to add an upgrade to Netflix Standard as this is something that you need to agree too and do yourself. If you want to add Netflix Standard instead, you can do this via My VM or through Netflix. Once agreed to, the extra charge would be added on top of your monthly service price.
We do expect our agents to make clear to you, anything that is different, just to highlight things but it's just as important to ensure you're checking any documents we send to you, before accepting any renewal. We do always take on board the feedback we receive so we can collect the information and use it to learn more about the areas we need to improve. We will certainly pass this information along to the relevant teams.
Many thanks,
