Virgin media not honouring new contract
Hi Everyone
I contacted VM beginning May 2024 when my contract was about to expire. They offered me my same package 350m + anytime calls for almost twice what I’d been paying therefore I said I was leaving (after 30yrs).
On the 10th May they called and asked me to give them one last chance to remain a customer. They put my account on hold and asked that I don’t go elsewhere until I spoke to someone who was calling me the following Monday at 12Noon. This call never came so I called them. I was told that my package was remaining the same at almost half what I was previously paying! I obviously accepted this and was told that it was being put through and my new contract would be sent via email.
Since then I have received nothing. I have now spent hours and days over the past month on the phone to VM. I am constantly told that my package is as stated (it’s in their ‘notes’) and that a manager will call me back to put this through. Nine times I have been promised this and to date not one person has called me back! I even have a recorded telephone call verifying my package and all the hassle I’ve been put through.
During this time my broadband was cut off and after 7 calls was reinstated with profuse apologies. The final straw was after raising a complaint I received an email on 12th June thanking me for my chat of that day and how happy they were that they had resolved ‘things’! Not only did I not speak to anyone that day or ever but ‘things’ are far from resolved! Indeed I have had yet another payment taken from my bank account for £72.88 that I did not authorise and for a contract I never agreed to!
I obviously called on 13th June and was told that finally my package was being put through by a manager ‘Louise ’. And to ignore previous charges, they would be refunded. He even furnished me with her email address and asked that as further verification could I sent the voice clip of the call I received verifying my package. This I did but this has bounced back numerous times, as apparently Virginmedia.co.uk doesn’t accept emails!? He then called me back later and told me that she had received his email and my email. I questioned this as MY email had bounced back undelivered? He assured me that she would be calling me shortly to arrange my new package.
Again, to date, I have had no call. NINE TIMES I have been told this and yet have never received any response!
I am now at a loss as to what to do next. I am getting nowhere. I even raised another complaint and after spending an age typing out the scenario I immediately was sent an email saying my case had been resolved!
can anyone please help!?
