Problems with Pre Contract Offer from Retention Team
Hi there. I recently was offered a new 18 month contract from the retention team on 27/03. The documents were sent to me via text and email. I approved them on 28/03. I was then expecting some form of confirmation of the change, but didn't receive anything. I contacted VM retention team again a couple of days later and they informed me it would take 14 days to process, taking me up untill 10/04 which wasnt outined to me. Today I thought I'd just double check with VM that the contract would start on 10/04 and they have infomed me they have no knowledge of this contract from 27/03! Has anyone had experience of this before, in terms of waiting the 14 days and then the services starting. Seems very odd as every other time I have requested a new contract, the change has been immediate and documents sent out immediately? Either way I am now stuck paying significantly more on my old contract despite the request to change!
Hi vm876,
Thanks for coming back to us on this one.
Just to explain things a little further on the process, I know some of this has been mentioned previously but I just wanted to put it all in one post so nothing gets missed.
If you've renewed online through My VM or via an email offer that was sent to you, once you've agreed to the terms and conditions, these orders go to a back office team who apply the deal. There is usually a back log and due to this, it can take up to 14 days to process and they'll send you an email confirming the change has been made.
As these offers are online exclusive, the Sales or Customer Services team won't have visibility of them and are unlikely able to offer the same package/price. Your 14 days right to cancel period does not start until the new contract is live and active on your account.
In terms of the activation date, this will usually state 'to be confirmed' or something along that lines in your pre-contract documents. In some cases, if you have some sort of unique discount or service on the account then the team will be unable to process the deal however after the 14 days, there would be notes to confirm this on the account and we can check things and escalate if needed.
We understand it is frustrating needing to wait but come back to us after the 14 days and we can then help then. Until then, our hands are somewhat tied. Once the new package does go live, your billing will be adjusted by a pro rata credit which will come off your next bill.
I hope that clears up any confusion and answers some questions that have been raised in the overall thread.
Thanks,