Forum Discussion

RiBas's avatar
RiBas
Joining in
11 months ago

Miss sold contract

I renewed my contract in Sept 23 as I didn't want the price to increase. I was assured by the call handler that my contract would be fixed for the term of the deal and would not increase. Surprisingly I've had an email now saying my price was going up by 8.8% .

I've called the complaints team and theve said that although the call representative said it would be a fixed amount the contract states otherwise.

I've had enough of Virgin fleecing me over the 15 years I've been with them. I've now requested a deadlock letter but in the meantime I have to pay the increased amount.

As a disabled forces veteran I think this is disgusting. The only reason I signed back on in Sept was because I was assured there would be no anual price increase. Virgin now want £400 for me to end my contract or pay the extra.

 

Sir Richard should hang his head in shame.

  • japitts's avatar
    japitts
    Very Insightful Person

    This will come down to your word against the call handling agent - I would suggest requesting the call recording via a D-SAR at https://www.virginmedia.com/help/dsar-faq 

    Mid-contract price rises were baked into all VM's contracts as of early 2023, I can't recall the exact date but September was well inside the cut-off.

    Richard Branson has very little to do with Virgin Media - VM's parent company is Liberty Global who have a brand licensing agreement with the Virgin Group.

    • RiBas's avatar
      RiBas
      Joining in

      I requested the call recording but apparently it doesn't exist. Highly suspicious me thinks...

      • Matthew_ML's avatar
        Matthew_ML
        Forum Team

        Hey RiBas, thank you for reaching out and a warm welcome to the community I am sorry to hear there is a contract problem.

        We only records our calls for training purposes not all calls are recorded. 

        I can see you've spoke to some agents after this post, did the manage to help? 

  • japitts's avatar
    japitts
    Very Insightful Person

    I don't believe VM have ever claimed "all calls are recorded", though I'm happy to be corrected.