Not honouring new contract

Question

In November of last year I had notification on my virgin app that my contract was soon to expire and they offered me a new 18 month contract of 78.80 - grab it while you can. Which I did. I received the new contract by email and thought that was it. However, the January bill arrived at a new vastly inflated price. I then rang, and live chatted for well over an hour being passed around like a football. Basically every person I spoke to denied that I had a new contract even though I screenshotted to them and had the contract number. I tried again last Saturday and again got nowhere. Was told we will see what we can do with a new price. As I said I don't want a different price I want the one that was offered to me and the contract says. Think it's time to think about going to ombudsman. Very very disappointed with this awful customer service.

Matthew_ML · Answer

Hey Bunny18, thank you for reaching out and a warm welcome to the community, I am so sorry to hear about your rewenal issue.&nbsp;
Did you do this online?
If so this can take around 10 - 14 working days to become activate, did you get this order confirm via your email?
You should of got an confirmation if it went through?
This mean the new price &nbsp;would also only start from the day it become active and please do remember we do bill a month in advance so there may be some pro rota charges.
Let us know.

Bunny18 · Answer

HI. Yes I renewed via my My Virgin app on the 20th November. I had the offer of a new 18 month contract at 77.80 pet month which I accepted and then received a contract via email the same day contract summary sheet number 100271514745. There was nowhere on the contract or email saying I had to accept this offer so assumed as I had originally accepted this new price on my app that this would all go ahead. On speaking to your customer service dept on numerous occasions everyone is denying I have a new contract. If you are not prepared to honour this new contract I will be cancelling and taking the matter further. I can see from other customers posts that I am not the only person with exactly the same problem. I look forward to your reply.

Matthew_ML · Answer

Was this on the Black Friday offers?
What did this offer state was it just the same you was on now but for a reduced price?&nbsp;
Did you confirm the offer? Normally you would need to accept this for the offer to go through after this you would get the email to confirm it has gone through successfully. Was this with the case with you?
Do you still have any evidence of what this included at all, like a screenshot or the contact sheet still?&nbsp;
When you have spoken to people and they say this can't be found what do you mean, it didn't go through?&nbsp;
Is it possible you can check your emails from back to see if this offer was accepted and 100% went through for us please? Cheers&nbsp;

Bunny18 · Answer

I screenshotted the offer of 78.80 which said everything in my current package would stay the same. I have this screenshot and also have the contracts sent on 20th November. As far as I am aware there was no mention of a black Friday offer. I can send you copies of all this via private message. As for your customer service team saying they can't find a new contract I don't know what they mean! All I know is that I accepted this offer via my app and was then sent a contract. Nowhere in the email did it say I needed to click on a link or email to accept this new contract. I assumed that as I had clicked on the offer in my app that it was my acceptance.&nbsp;

Bunny18 · Answer

Hi. Are you looking into this as you haven't replied to my last post. I will be forwarding my complaint to your CEO if I do not receive a satisfactory response

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