Virgin won't confirm contract details - complaint going nowhere
Hi there,
Hoping someone may have some insight!
I agreed a new 18 month package in August for £61 via a WhatsApp chat.
When the email contract arrived it said £69.75. I queried this obviously and was told don't worry, new contract details will be sent over by email, rest assured you'll only pay £61 yadda yadda.
Of course, I never did receive a revised version and when the first month's money was due, they took the higher amount.
Since then I've been in loads of chats, calls, raised a complaint etc. Everyone I speak to says "don't worry it's all fine and will be sorted" on WhatsApp, but for some suspicious reason I just cannot get anyone to put the correct details and resolution in a proper email.
So I've had enough and told them I want out, as I no longer trust them. They're telling me I am facing very large cancellation fees as there is 17 months to run on the contract. My argument is that the only contract they have ever sent me has different numbers on it to the one I agreed to, so this is a breach on their side not mine.
Anyone been in this situation before and got any advice? Obviously I've got all the WhatsApp chats saved. Thinking of trying the ombudsman next maybe.
Really weird on Virgin's part. All I want is some paperwork with the right numbers on for peace of mind. They are happy to agree it all on WhatsApp but just won't follow up properly via email.
Cheers