Ongoing issue with price of package:
11/1 agreed to reconfirm contract for 18 months for £54, but TNT sports disappeared.
12/1 phoned to complain as package was then not the same as I previously had, although email stated same package, same price no fuss. Too early after confirming contract to get a deal on TNT sports as its no longer included in package and I need to pay for it, told to phone back at weekend and would get to add it for cheaper.
20/1 phoned and spoke to gentleman that said they’d add TNT sports free to honour the original price, but he stated he would need to build a new package at £133 and add £79 rolling credit to make it £54 again (£5 for Netflix ). Told us the bill would be crazy high but ignore it because of the credit the first bill would be around £86 as its 2 months.
1/3 £248 taken out of bank account, 5x the amount agreed and triple the £86 we were expecting. Phoned and got told the £79 credit was rejected, I was never told this was an option or we would have just added the TNT sports for £13 rather than pay £79 extra for 1 channel. Woman told me her manager was then going to add it on and issue a refund for the extra. Would contact me with an update on the following Saturday (9/3) due to the agent being on holiday the following week and needing time to refund money and process the credit.
NO CONTACT.
10/3 opened web chat, explained yet again, told it would take time to refund and make a new contract as it was a lot of money to sort out from your end to reverse package. Told Someone would contact us again within 48-72 hours to tell us it would be done.
NO CONTACT.
15/3 tried to contact web chat but on hold to connect to agent all day. Agent I got unable to help, transferred and then on hold AGAIN until chat closed without speaking to anyone at 9pm.
16/3 got through to agent who told us they would sort it. Made a package for £79 but told rolling £25 credit would be added so we were back to £54 and would be processed today but would take 48-72 hours and the next bill would be generated at the new contract. Also got told that they would credit the account one off £150 to cover the extra on the big first bill we had paid (£248) . I was happy with these terms.
However, I have just received an email stating that the contract does not start until 15/4 meaning that the bill due on the 1/4 will still be £133 (£79 more than the £54 EVER agreed), and then on top of that, the email states that next bill generated on the 15/4 will be £133 too (£79 more than agreed). Then I am guessing the first month at £54 will be a double payment yet again as its ‘a new contract’ after already paying a double payment of £248 that was paid on the 1/3.
This is emotionally, physically and financially draining to continue to have problems with this. We agreed to £54 a month since January 12th, no other payment, and by the time our bill returns to the agreed price we will have paid £514 (£248, 133, 133) for 3 months package rather than £194 (£86, 54, 54) that we were told/expecting.
I’m a nurse for the NHS I don’t have the luxury to have the money to cover these big bills.
