Changes to my TV package

[rgale40]

Given the worsening cost of living crisis, I decided to make some changes to my TV package in order to reduce my monthly VM bill. Essentially, I decided to remove Sky Sports and Sky Cinema neither of which I regularly use.......easier said than done..!!

I spent nearly 30 minutes on hold before connecting to what was clearly and overseas call center. I then spent some time trying to explain my requirements to a lady who seemed to have some difficulty processing my request, as I was constantly being placed on hold.

I eventually agreed to a new package costing £86.00 per month rising to £99.00 after 18 months. Again, there seemed to be some difficulty actioning the changes and I was promised a call back after the process had been completed.

I never received the promised phone call.

However, I did receive the relevant contract information via email. The appropriate changes were instantly made, and all seemed to be ok.  

Subsequently, however, I have received another set of contract details via email which quote a  monthly price of £96.00 per month rising to £114.00 per month after 18 months.... which is not what I agreed to..!!!

Furthermore, the latest email contains a somewhat confusing message what says:-

'Your new monthly bundle cost is: £96.00.

Your next bill will be £154.00 which includes CR £48.33 to cover your changes up until your next bill period.'

This doesn't seem to make sense. The direct debit for my previous bundle, which included Sky Sports and Sky Cinema, has only just left my account. Given that this payment was for a month in advance, and that Sky Sports and Sky Cinema were instantly removed from my TV package, it would seem to me that I've already paid for services that I'm not now receiving and, therefore, my last bill payment should more than cover the cost of my new package until my next bill is due.? 

Is there anyone who can help/advise on these issues.?  I really don't want to spend another 30 minutes on hold only to potentially speak to someone who, quite frankly, may not be able to fully appreciate/understand my issues and requirements.?  

Thank you.

[Paul_DN]

Hi rgale40,

Thank you for reaching out to us in our community and welcome, sorry to hear there are some discrepancies in your bills since changing your package, when changes are made these are generally done on a 30 days notice and any changes would be reflected on the next bill, if the bill you are querying was generated before the change was made all credits for the services past the date of the change will show on the following bill.

Regards

Paul.

[rgale40]

Thanks for your reply, but you seem to have misunderstood. Perhaps I didn't make myself clear.

There is not, as yet, any discrepancies in my actual bills.

There is, however, a discrepancy between two separate Contract Summary Sheets which I've received after requesting changes to my TV bundle. 

Yesterday evening I contacted VM by phone and requested the removal of Sky Sports and Sky Cinema from my TV package in order to save money on my monthly bill.

I was quoted a price of £86.00 per month rising to £99.00 after 18 months for a new package, which I agreed to, and I received a Contract Summary Sheet via email which correctly quoted these prices.

As I said in my previous post, the process of making the phone call was somewhat challenging in respect of making myself understood, and the call handler placed me on hold several times before eventually ending the call by promising to call me back once my requested changes had been processed.

I never received the promised phone call and, in fact, the first indication that I had of the changes taking effect was when I stopped receiving Sky Sports and Sky Cinema later on that evening.

When I checked my emails this morning, I noticed that I'd received a second Contract Summary Sheet for the same package that I'd accepted during the phone call, but this contract quoted a more expensive price (£96.00 per month rising to £114.00 after 18 months) than that which I'd previously agreed to

I have no knowledge of these second set of prices and I did not agree to them. Furthermore, I have received no explanation as to the reason for the increase in price, and I have no idea why the second Contract Summary Sheet was generated.

I hope you can understand my confusion.?

[Ashleigh_C]

Thank you for clarifying this for us @rgale40 and I am so sorry to hear that this has happened! 

I'd be happy to take a look into the account with you via a PM and see if we can get this sorted for you.

I will pop you a PM now, please keep an eye out for the purple envelope in the top right corner of your screen alerting you to a new message. 

Thank you.