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Chris_dav's avatar
Chris_dav
Joining in
5 months ago

Online Contract Renewal

On 17th November I logged into my account and used the option to renew my expired contract via the my renewal offers button. I chose to keep my package the same as before as offered in the dialogue and was happy to pay the renewal price offered. 

I received the pre contract documents and order conformation emails. 

Fast forward to today and upon checking my account I discovered that no new contract was in place and it was still saying to renew my contract.

I proceeded to contact customer support via live chat only to be told that contracts renewed online wont go through even though I explained I had received the necessary emails confirming it had. I was offered the same package via webchat but for a much higher price which I declined. I was then told there was nothing more could be done for me.

After the chat was abruptly ended ( I have a copy of the transcript) I went back to the renew contract page and was offered the exact same deal as before which I submitted again, received the same conformation emails and my account still says renew your contract!

Any assistance would be welcome.

 

4 Replies

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  • Tom_W1's avatar
    Tom_W1
    Icon for Forum Team rankForum Team
    5 months ago

    Hi Chris_dav thanks for your post although we're sorry to hear of the concerns you've raised here regarding the contract.

    Please allow me to look into this further for you, kindly expect the PM to arrive shortly and respond directly when you can!
    Many thanks

  • delilah's avatar
    delilah
    Dialled in
    3 months ago

    Hello, sorry cannot seem to start a new thread.

     

    My contract ends 27th March last night went online shows offer new contract keeping same as I have for cheaper price.  I clicked accepted the new contract to get emails confirming and showing new price.

    Today, lunchtime, I get an email which shows my new contract is £9 more than my old contract. I phoned spoke to a lady, but she insisted my contract ending on the 27th March would be the more expensive price as the offer I accepted would only run until 27th March. I disagreed, and no way will I pay more than I agreed to. 

    Can someone please help.  I am waiting for a call back.

    • Kath_P's avatar
      Kath_P
      Icon for Forum Team rankForum Team
      3 months ago

      Hi delilah, 

      Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

      We're sorry to hear you had some issues with a package renewal you agreed to online however we're happy to hear you've been able to get things sorted by speaking to the team. 

      If you have any further issues, pop back and let us know so we can help further. 

      Many thanks, 

  • delilah's avatar
    delilah
    Dialled in
    3 months ago

    Phoned up again and spoke to someone else who renewed my contract at a much better price than the original online offer.

    Very happy.