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Contract Renewal Fraudulently Changed by VM

RLJJ1974
Joining in

on ‎10-09-2024 13:44

Hi All,

I called Virgin in July to renew my contact, and while on hold was given the option to be sent a text with my new contract option, which I did. The new contract was £65.75 per month which I signed up to. A few days later I received a bill for £130.00. When I called to rectify the error (this happens every renewal), I was told that they will honour the contact, and the correct amount would be taken, which it was. At the same time I received another contract for £130 a month which I wasn't going to agree to and was told to ignore this it is incorrect. The following month I've been sent a bill for £213, stating I hadn't paid the full amount last month ! I have emailed the individual who I spoke with twice without any response so put in a complaint. So fraudulently changing my contact springs to mind. VM complaint team calls today trying to refund some money but still saying the contract is £130 p/m. I suffer from loss of hearing and an overseas call centre speaking unclearly and fast does not help. Frustrated you bet. Any ideas ? Having been a VM customer for almost 20 years and receiving this kind of customer service is shocking.

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2 REPLIES 2

Ashleigh_C
Forum Team
Forum Team

on ‎10-09-2024 15:48

Hi there @RLJJ1974 

Thank you so much for your post and welcome to the community forums, it's great to have you here. 

I am so sorry that you have faced this issue with your package and thank you so much again for posting. I would be more than happy to look into this issue with you via a private message and see what we can do to resolve this.

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

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unisoft
Knows their stuff

‎11-09-2024 09:12 - edited ‎11-09-2024 09:13

@RLJJ1974 wrote:

Hi All,

I called Virgin in July to renew my contact, and while on hold was given the option to be sent a text with my new contract option, which I did. The new contract was £65.75 per month which I signed up to. A few days later I received a bill for £130.00. When I called to rectify the error (this happens every renewal), I was told that they will honour the contact, and the correct amount would be taken, which it was. At the same time I received another contract for £130 a month which I wasn't going to agree to and was told to ignore this it is incorrect. The following month I've been sent a bill for £213, stating I hadn't paid the full amount last month ! I have emailed the individual who I spoke with twice without any response so put in a complaint. So fraudulently changing my contact springs to mind. VM complaint team calls today trying to refund some money but still saying the contract is £130 p/m. I suffer from loss of hearing and an overseas call centre speaking unclearly and fast does not help. Frustrated you bet. Any ideas ? Having been a VM customer for almost 20 years and receiving this kind of customer service is shocking.

ANOTHER contract cockup!

After giving VM the chance to sort the issue out, on this simple, online form, please let the regulator OfCom know about your experience of contracts not being as agreed. Ofcom have been investigating various complaints since 2023, but many customers have not reported because they did not know or thought it would take lots of time.

https://ofcomlive.my.salesforce-sites.com/formentry/SitesFormCCTMonitoring

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