Contract renewal - confusing terms

[Cyanetta]

I have just renewed my contract via live chat. This is for an 18 month period. I specifically asked whether the monthly price quoted would apply for the full 18 months and the Virgin rep said it did. When she was confirming the new contract she pasted some T&C's, one of which was that the price would increase each April, starting in April 2024 by RPI plus 3.9%. I queried this as it was opposite to what she had previously told me. She assured me that my price would not be increased during the 18 month discount period. She then sent me the contract by email and again it states that a price rise will apply from April 2024. I queried this again and she again assured me that this would not apply during the first 18 months. I said this needed to be clear in the contract and she assured me it would be confirmed in email. I agreed to the contract on this basis but the email I have received since makes no such statement and instead repeats that the price will increase in April 2024. I don't know which to believe. Has the Virgin rep been telling me porkies? I have screenshots of the conversation.

[Cyanetta]

Screenshots of the conversation:

 

 

 

 

 

 

[Ashleigh_C]

Hi there @Cyanetta 

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

I am so sorry that you are facing this issue regarding your contract, can I just clarify exactly what the statement regarding the price rise states? Is it the price rise in April or is it a specific discount that ends in April? 

[Cardiffman282]

The Consumer Rights Act 2015 s 50 (1) (a) applies here. Seek advice from Citizens Advice. 

[Cyanetta]

Hi Ashleigh, please see screenshot of contract below, which implies a price rise applies from April 2024:

 

[Cyanetta]

Hi Ashleigh, have you been able to look at the email you asked me to send?

Many thanks 

[Ashleigh_C]

Thank you for sending that across @Cyanetta and yes I have been able to take a look now. 

I'm going to pop you a private message so we can take a closer look into 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.
 

[Cyanetta]

Disappointingly the price increase has now been applied, despite me being assured it would not. Please can someone look into this as a matter of urgency. I have tried to call but just get sent around in circles by the automated system.

[Cyanetta]

I managed to speak to someone today. He spent 25 minutes telling me he was applying a recurring credit to my account to ensure the price increase did not apply to me. I asked if I would receive email confirmation and a revised bill for April and he said I would. I haven't received either and when I log in to my account the new higher price is still displayed, with no sign of the credit and the April bill has not been amended. So I am not at all confident that this has been done. Please can someone sort this out for me before my direct debit is taken so that I am not incorrectly charged.

[Ashleigh_C]

Hi there @Cyanetta 

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

I am so sorry that the price rise was added, and for any confusion regarding the recurring credit, I will be happy to look over this with you via a private message so we can check and clarify what has been added. 

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.