Forum Discussion

Bruffell06's avatar
Bruffell06
Tuning in
2 months ago
Solved

VM refusing to honour contract

We negotiated our contract and were sent out the pre-contract documents on 2 December 2024 showing our new package for £70 per month.

However, since then we have continued to be charged as if we are out of contract, £147 per month. From Live Chat there was an error on VM side which led to this not being added to our account. Now they are saying that they're unable to match this price now, even though I have the contract from them, which as far as I am concerned is binding and they are in breach of this.

  • Steven_L's avatar
    Steven_L
    2 months ago

    Thanks for coming back to me Bruffell06, we can get this looked into further for you from here via a private message. Please look out for my message and we can get started. 

    Kind Regards,

    Steven_L

    • Bruffell06's avatar
      Bruffell06
      Tuning in
      2 months ago

      There wasn't anything to manually approve. I've triple checked to make sure that's the case.

      • Steven_L's avatar
        Steven_L
        Forum Team
        2 months ago

        Thanks for coming back to us Bruffell06 and have you been able to get this sorted when you last spoke to the team?

        Kind Regards,

        Steven_L

  • Paul_DN's avatar
    Paul_DN
    Forum Team
    2 months ago

    Hi Bruffell06,

    Thank you for reaching out to us in our community and welcome back, we are sorry to hear an offer you received was not added, did you sign the document and agree to it, do you have something showing this?

    Regards

    Paul.

    • Bruffell06's avatar
      Bruffell06
      Tuning in
      2 months ago

      Hi Paul.

      There was nothing to sign to. The agreement was given over the phone and then contract information sent out confirming this via email. I have the contract agreement which was sent to ourselves.

      I've reviewed this and there was nothing to 'agree to'. I've even been on live chat and the customer services rep confirmed it was an error on VM side for this not going through.

  • aardvark007's avatar
    aardvark007
    Tuning in
    2 months ago

    Can I ask if this was resolved. I am concerned that I renewed online on 26 Jan but still not showing on account and with contract due to end soon that this will not be honoured. I have also received contract via email but no luck getting confirmation this is going through, in fact when I spoke to someone on chat was told nothing was showing on account and another said it may go through in coming week. 

    just wanted this sorted as quickly and easily as possible. It really shouldn’t be this difficult in this day and age

    • Bruffell06's avatar
      Bruffell06
      Tuning in
      2 months ago

      Nope not sorted and VM are refusing to acknowledge my initial contract at the moment.