Contract renewal “disappeared”

[Squires0]

I got an email on 19th October saying I can renew today at a special price which I obviously took. Got emails with the contacts, etc. 

Today I get an email saying my contract is coming to an end, and that my new price will be 3x the price of my new deal. Tried WhatsApp customer support and they had no record of this new contract even though I provided screenshots of the contract. 

Can anyone help with this? My contract expires on the 27th December and don’t fancy having that amount coming out of my bank when I expected a lot less. 

Thanks!

[Joseph_B]

Hey @Squires0,

Welcome to the Community Forums and thanks for the post.

Sorry to hear you have had this issue with your contract, I would like to go about looking into this with you, for me to do so I will need to confirm some information from you via a private message.

Joe

[Squires0]

Last year I agreed a new contract through an email that asked me if I wanted to stick with what I had. This was at £57. 

Contract ends, and the price wasn’t honoured and the bill has gone up to £157.50. Spoke to WhatsApp chat and they had no record of this £57 offer even though I sent them proof. 

Posted on here and got help, and was told my price would be honoured but it wouldn’t show on my package, but would on the bill.

First bill came - £157.50, which I’d expected anyway. Now my 2nd bill has been generated £145.62. So instead of getting a deal for £57 I’ll have paid over £300 in just 2 months.

Scandalous. 

[Zach_R]

Hi @Squires0,

Thank you for expanding on the situation. I'm so sorry to hear of these ongoing complications with your billing.

I can see from your previous posts on these forums that you were invited into a private message to discuss further. If you haven't done so already then please respond to the last message there and we'll get back to you to assist you further ASAP.

Thanks,
 

[Squires0]

Hi Zach,

I’d been speaking to Joe who was sorting this problem out. And I thought he had. I’ve messaged him this morning but have had no reply as of yet. Which is perfectly fine as he’s probably busy with other people!

Just want to try and get this sorted before the next bill comes out

[Steven_L]

Thanks for coming back to us Squires0, to avoid confusion, we will leave you in Joe's very capable hands, I'm sure he will be back in touch very soon to help get this resolved. 

Kind Regards,

Steven_L

[Squires0]

Thanks, much appreciated. I look forward to a response