on 30-06-2021 10:07
Hi,
I'm trying to get the issue of me paying more than what my contract states. I've made a complaint to virgin media and they say upon investigation my package is £133.99. I was told at the point of sale that it was £101.99 and that is what signed the contract for. It clearly states on the contract £101.99 with a £32 discount till 24th May 2022. Now i don't accept that investigation and i've tried to send a letter with a copy of contract but the complaints department is recognised as unserviceable through royal mail or any other courier. I don't want to call as i don't trust them anymore.
Answered! Go to Answer
on 30-06-2021 10:11
These "didn't get the deal I agreed" situations happen from time to time. However, your legal rights are crystal clear - information provided by a company verbally or written is binding if the consumer relies upon it when entering a contract (Consumer Rights Act 2015), so VM have to honour whatever was promised, whether they like it or not. I've flagged this for the forum staff, they'll normally pick this up and get it sorted - by which I mean that you get exactly the deal you were promised, not some less attractive compromise. That would be the cheapest and quickest resolution for both parties, and the best way of trying to recover some goodwill in a bad situation. If they can't get it sorted in that complete manner, you need to search, read and follow the Virgin Media Complaints Code of Practice and in particular the bit about escalating to the arbitration service CISAS.
on 30-06-2021 10:11
These "didn't get the deal I agreed" situations happen from time to time. However, your legal rights are crystal clear - information provided by a company verbally or written is binding if the consumer relies upon it when entering a contract (Consumer Rights Act 2015), so VM have to honour whatever was promised, whether they like it or not. I've flagged this for the forum staff, they'll normally pick this up and get it sorted - by which I mean that you get exactly the deal you were promised, not some less attractive compromise. That would be the cheapest and quickest resolution for both parties, and the best way of trying to recover some goodwill in a bad situation. If they can't get it sorted in that complete manner, you need to search, read and follow the Virgin Media Complaints Code of Practice and in particular the bit about escalating to the arbitration service CISAS.
on 30-06-2021 12:15
on 30-06-2021 12:25
Hi Anankha,
The online account is exactly the same. I don't know how they can say theres no discount.
Thanks
on 30-06-2021 12:27
on 01-07-2021 00:55
Hi Anankha,
They have managed to sort this out for me. It was thanks to serena on this forum.
Take Care 😀