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Confused and cheated...?

My old contract as a new customer is coming to an end on the 23rd of July. I recently called and got a deal suggesting that my new bill would be £31 a month and I accepted. Within that phone call, I asked him (3 times) whether that £31 would change (or increase) at ALL. He completely assured me that no changes would happen. I have a recording of this call. 

However, today I got an email from virgin informing me that I would be paying £3.50 more. I called up and a worker told me that the change is going to affect my contract and that the person I originally talked to, was misinformed. I am mad, I can barely afford the £31 let alone £35.

SO, I call (again), to cancel, and another worker tells me that the system shows nothing regarding an increase in my bill, thus my £31 contract is fine.

I am unsure what or who to believe. I personally feel cheated and confused. What do I do?

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Re: Confused and cheated...?

normally when contracts expire, come off the new customer deal price will go up so sounds about right going up to £35 sounds like the person you spoke to first time was getting it totally wrong

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Re: Confused and cheated...?

Hi Deniz. 

Thanks for your post and welcome to our community. 

If you signed up for a fixed price offer, this will remain at its current price, without the price increase, until this discount expires. Following this period, you will see the increase added to your account. For more info on the price increase please see here

Thanks. 

Emma_C - Forum Team
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Re: Confused and cheated...?

Yes it happened with me as well. I called them and ask them to cancel my contract but in the end they charge me £59.00. I felt cheated and so confused about their way of giving information to customers. 

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Re: Confused and cheated...?

Hi Soniya23,

 

Thanks for posting and welcome to our community 🙂

 

I'm sorry if there's been some confusion regarding your package change

 

Please let us know if this is still something you need help with.

 

Alex_Rm

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Re: Confused and cheated...?

Hello

it has been 2 months now and still I have not got support from the customer service. I have called many time regarding the contract and it is still pending. Nothing much I can expect from virgin media 

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Re: Confused and cheated...?

Hi Soniya23,

I am sorry to hear this, what do you mean by contract pending?

Thanks,

Zoie

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