Account Lost Credit

[FFargo]

I received an email from VM saying my account will be up for renewal in 12 December 2024 and offering me a new contract. On the new contract date my account will still be £560.30 in credit. I rang VM and ask them if I accept the new 18 month contract will this amount be carried/credited over to my new account. There answer is that it will NOT  be credited and I will loose the £560.30.

Does any one have any advice or experience with this issue?

[Ashleigh_C · Accepted solution]

Hi there @FFargo 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your account, to clarify, if you agree to a new deal you would still have the same account just a new contract and package, any credit that you have on your account would remain there. 

Did the agent state why the credited amount wouldn't be kept at all?

[FFargo]

Hi Ashleigh_C,

The agent I spoke to on over the phone put me on hold and said she would have to check?, so I  presume that she did. On her return she said that I would lose any existing credit if I accepted a new contract. She also said it was to early for renewal even though I had received two emails from VM asking me to do just that. I did not ask her why I would lose my credit because of past experience and receiving differing information from VM agents.  I should have questioned her and ask why and who said I would lose my credit but  I had no faith in her her providing the correct information.

Can you tell me where or who I can contact in VM to get an official response re the credit being retained on my new contract?

Thank you for your help.

[bhaskarsamani]

why can't they pay you the £560.30 credit in your bank account ? 

[FFargo]

Hi bhaskarsamani,

Good question. I don't know but I will try and get an answer. The problem I have encountered is there is no consistency  with the information from the VM agents you speak to.

Thanks for your suggestion.

[FFargo]

Hi Ashleigh_C,

I have just spoken to another VM agent on the phone who contradicted the first agent and confirmed what you stated that any credit on my account will be carried forward to a new contract. He said he has made a note on my file to of our conversation.

Many thank for your advice.

[FFargo]

Hi bhaskarsamani,

I have just spoken to another VM agent who said that I could have any credit on my account paid into my bank account.

Also he contradicted the first agent and confirmed that any credit on my account will be carried forward to a new contract. He said he has made a note on my file to of our conversation.

Many thanks for your advice.

[goslow]

If VM owed me £560.30 in credit, I think I would want it in my own bank account where I had full control of it and it might earn a tiny little bit of interest.

[Martin_N]

Hi FFargo,

Thank you for the update on this. We're sorry for any confusion with this. 

To confirm, if you have credit on your account and you renew your package then the credit would remain on the account as it is. 

Renewing your deal doesn't affect existing credit on the account. 

^Martin