Absolute shambles of a contract renewal and billing.

[NLC281]

I am going to start an official complaint tomorrow about the absolute disaster that has happened in relation to my contract renewal. A timeline

December - arranged a new contract online, received pre-contract docs which I confirmed and had an order reference with an 'activation date' of 27 December for £40 a month. Legally binding some might say?  I am sure VM would have a comment on it if i did not pay the £40 one month.

January - Received another set of pre-contract documents which referenced my old, now defunct contract.

January - £70 taken from my account, I'm still on the old contract according to the web page with the next bill being £129? How? Contacted Customer Support.

January - After much discussion Customer Support sent through another contract for £40 a month which I signed. Nothing they can do about January, sorry. Hell, i'll take it, we all know about the 8.8% rise coming.

January - Advised all had been sorted, including complimentary upgrade to 360. Advised now paying £40 per month.

February - Charged £40, received 360 remote. All sorted, just in time phew.

March - Of course it wasn't. Charged £90.28. Contract is a new contract, next bill is £118.75, including £5 fee for 360 upgrade - and just as an extra fu advised if I attempt to cancel before July 2025 I will incur penalties.

So complaint starts tomorrow. Absolute bloody shambles by Virgin.

[Kath_F]

Hi NLC281, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear you're still having issues with your billing. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks, 

[NLC281]

Apparently I cant edit my original post, which is a bit of a shame as this issue has been quickly and efficiently resolved by Kath_F, and I would have liked to have that mentioned up front in case anyone has the same issue. Still, well done VM, more customer support like this please.

[Kath_F]

Hi NLC281, 

Thanks for sticking with me via private message. I'm glad I was able to get everything resolved for you. 

If you have any further queries or questions, feel free to pop back to us in the Community. 

Many thanks,