Complaint help

[kcjh82]

Please can someone help me, there was a renewal offer in my virgin media account which I accepted with the promise of not losing anything! Roll forward to today and I receive an email stating I now have netflix with ads... I can see i am not the first person this has happened to, I complained on webchat today under reference C-1112241361 and have just received an email alluding to the fact my complaint has been resolved but no resolution offered. Why do you offer customers things which are clearly no longer available? I have spent time on the phone and on webchat which is painful at times and still no further forward, really considering cancelling everything but I fear that may not go as planned either! 

[elkingdl]

I have a simialr issue.  Renewed over the weekend, got the downgrade notification today, I called to cancel the renewal and the retentions team asked for a little time to try and sort it.  I’m really not impressed and shortly after I logged my query on here I got a new set of contract documents sent through reflecting the lower package of standard with ads, rather than standard, which was very clearly sold with and included in the original renewal contract.  

[Kath_P]

Hi kcjh82, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. 

We're sorry to hear there's been some confusion around the package change. All new packages taken with Netflix, will only include Standard with Ads. This is due to tier changes done on Netflix's side. 

This is something we can certainly check further for you but in order to do that I'll need to confirm some information with you to pass security. 

I've sent you a direct message to allow us to do this with you in a private space. If you're using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you're on a mobile/tablet device then instead, click on the little circle icon in the top right then select 'Messages'.

Thanks,