Account contract renewal

[ms1609]

Hi, anybody else experiencing challenges getting customer service to honour their offers when you call back, excuses ranging from the previous advisor didn’t include everything on your current package to I’m afraid that was a once in a lifetime offer!.

I’ve been with Virgin (still got ntlworld email address) for 15 years + but will be leaving on Wednesday without as much as a call back from Outbound sales!.  

Current package circa £50, retentions started at £54 for renewal 3 weeks ago,  £101 today🥴.

Any comments on how to help appreciated.

thanks 

[Tom_W1 · Accepted solution]

Hi @ms1609 thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Unfortunately, we can only offer the prices available at the current point in time that you speak to us, and offers are subject to availability too.

We do hope that the outbound team are able to call you again before your services disconnect, but if you'd like to speak to us we are available on 150 / 0345 454 1111 for an alternative package.

Many thanks

[ms1609]

Hi Rom, thanks for the reply, understand but I’m not sure how your prices are able to fluctuate from £54 to £101 for the same products in the space of a few days, I can’t help feeling they are opportunistic. The process to obtain the best possible pricing also leaves a lot to be desired, not sure why you have separate teams with different drivers all able to offer different discounts, customer loyalty seems to be lost in your drive to provide new customers a better deal.

Regards 

[Tom_W1]

Hi @ms1609 thanks for your reply.

I do understand your comments, but that can sometimes be the case - certain discounts especially the good ones can only be around for a short period of time.

We do hope that we're able to offer something suitable before you leave, but if not then we do wish you well for the future.

Many thanks