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Montyman15's avatar
Montyman15
On our wavelength
3 months ago

renewal of contract

Hello all
I have just renewed my  contact on the 19th January but it is still showing the old one with the old prices and showing the wrong payment for Feb 25 

4 Replies

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

    Hi Montyman15, 

    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're having issues with getting a contract that you agreed to applied. 

    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. This 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. 

    Once it's been 14 days, if the new contract hasn't been put in place, pop back and let us know and we can check things further for you. 

    Many thanks, 

    • Montyman15's avatar
      Montyman15
      On our wavelength
      3 months ago

      Hi Kath_P
      Thanks for getting in touch but I renewed my contact via phone twice as the first time I was cut off.They have sent me via email a copy of the contract with the new amount that I will be paying but my last billing payment was generated before my contract ended on 31/01/2025 so they stated that they would reduce that last payment to the amount that I should be paying with the new contact.
      Regards Phil

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

        Thanks for coming back to us on this one Phil. If amendments have been made after the bill has been generated then these won't show on the account until after your next bill is generated. 

        If the team have advised that they have reduced the payment, this will mean they've manually edited the amount to be taken via Direct Debit. Again, this isn't something that will show on your end until your next bill is generated.

        Many thanks,