Renewal shambles.....
Well here was me thinking being able to renew my media package online would be a lot easier than having to do it all on the phone as per previous years, how wrong can you be.....?!
A very brief summary -
1. Have always been on top package with all sports (including TNT), movies, Gig1 broadband etc.
2. Contract up for renewal September, pleasantly surprised to see I could renew online, and the price was cheaper than I was currently paying. Took the deal obviously as it stated categorically "Choose this deal and keep your current Virgin Media plan without losing anything." I have the screenshot to prove this.
3. Change went through for the agreed price, but I then discovered that TNT sports had been removed. I understand this is no longer part of 'Maxit' apparently, but I was never told this. Plus when I click on the Maxit link on my account, it still shows TNT sport as part of it.
4. Sent said screenshot via Whatsapp to the Virgin team, and was then told TNT would be reinstated for free.
5. Got new bill in few days later, being charged £18 for TNT sports.
6. Queried again, told all was good and my account was being credited with a rolling £18 credit that they could see at their end, but I couldn't on my account.
7. Next bill due shortly and still showing no credit. Queried yet again, hours and hours on phone/whatsapp only to be offered a deal far worse than the one I am currently disputing, and no £18 credit....!
8. Sent formal complaint to virgin, once the submit button pressed, it just disappeared, no idea if it went or was received, but I got no acknowledgement or anything.
9. Gave it 2 weeks and heard nothing. But on checking my account few days ago, a new online offer was there, slightly lower price than before and it definitely included TNT sports. Was this Virgin acknowledging their mistake and even taking a few pounds off for all the inconvenience, hurrah!
10. But alas, no apparently. I accepted the new offer, got the pre contract documents, accepted them, then got the email confirmation of the renewal confirming the cost and the package. But a few days later, still saying on my account that I need to renew. The same deal is still there so I queried whether the renewal had in fact gone through? To be told, no record of any new contract at their end, despite me having documents and emails confirming the renewal.
12. Out of curiosity, processed another renewal just now, and all gone through again at same price, same package but I suspect this is another 'phantom' renewal. Meanwhile, I'm still being charged for TNT, what a shambles......
I really can't be bothered sending another complaint to Virgin to probably just be ignored again. Any advice anybody, can I go straight to Ombudsman as this is ridiculous and I have a stack of screenshots, whatsapps and emails to back up my arguments. Or do I need to give the Virgin team another chance?
Happy days!