Contract Renewal email not being reflected on my account

[mabseyuk]

So, as I was getting close to renewal, Virgin sent me an offer via email, Same Package for just a little bit extra. I went through the procedure, it gave me my new contract, and I placed the order to renew. I got a email from the webteam with the pre-contract documents, then I got a a order confirmation email, with a estimated activation date of my new 18 Month contract starting the 30th of October. Since then, I get an letter from Virgin stating my contract is coming to an end, with a new price double that of what I just agreed via the renewal order. I logged into my Virgin Account, and not a mention of the renewal at all anywhere? What is going on, can someone help please?

[Travis_M]

Hi @mabseyuk 

Thanks for posting on our community forum and sorry to hear about the issue with the package

I'll drop you a private message now to collect some more information and investigate further, keep an eye on your inbox for a message from myself.

Regards

[mabseyuk]

Absolutely terrible service via PM's. It's unbelievable, you feel like your being treated like a Criminal with the line of questioning they are taking, like I am lying about the contract renewal!!!!. No wonder they take it to PM, so you can't see the level of shoddy service your receiving on the actual forums. If you get the contract renewal email, saying, "Same Great Package for a little Extra More" forget about clicking the button and accepting the package. Clearly Virgin don't want to honour anything, even after giving me a Package order email. They don't even handle your Data Correctly, have no clue what they are sending you and don't honour contracts. Reporting them to the ICO and Trading Standards.

[Travis_M]

Hi @mabseyuk 

Thank you for your response

I've taken you into a private message to discuss this further and off of the public forum, I'm looking to help you sort the deal out rather than anything else. As advised, I cannot see comments on the account regarding the order so asking for the documents is actually so I can assist you which is what I'd like to do. If you can reply to the latest message rather than going back here, we'll look to get this sorted 🙂