Virgin not honouring new contract
Hi,
My 18 month deal with Virgin was due to expire on February 19th 2024. I phoned on December 30th 2023 and was made an offer for a new 18 month deal at £72 which I accepted. My next two bills were for £157, which I expected as this usually happens when you sign a new deal as discounts are added retrospectively.
Today, however, my bill was again £157, when it should have been £0 (because of the discounts being added from the previous two months). I phoned Virgin and was told there was no evidence of a new deal at their end and that as the previous deal expired on Feb 19th then full price for my package kicked in. I pointed out I had a contract, dated 30th December, in front of me and that i'd been charged full price since then and was expecting the discount to be given to me retrospectively.
I was told that as I was emailed on January 19th informing me that my deal was about to expire that meant all offers expired. I never received any email from Virgin on that date, or any date, informing me about any expiring deals!
I was then offered the same deal which I had agreed back in December for £72 for £92, which I refused. I have a contract dated 30th December for an 18 month deal at £72. Surely I'm entitled to this?
Any help in sorting this out would be gratefully received - I'm not sure how this could happen. I was sent a literal contract!
thanks, I really appreciate any help!
edit: i have a CSS dated 30th December if that helps?