Contract renewal price

[garykc]

Good afternoon

I am slightly (understatement) perplexed when I looked at my new bill just now. My contract was up for renewal at the end of September so I thought I would look at any offers from yourselves. I opted for a similar package for £109. I received all my contract information (new contract number 100132913342). When my bill came in, i noticed that it was for £139!!!! (which by the way, i have paid by Direct Debit) I immediately contacted one of your representatives and started a conversation. They said that they can't find the contract (even though I sent over all the documentation????) but they could offer me the same deal for £114.37 (contract number 100140869247). I stated that i was not happy with that as you have broken your original contract price of £109  (the one that you mysteriously couldn't find). After wasting almost an hour on your chat room, i managed to get the original price of £114.37 with a rolling credit for £5.37 every month to bring it down to £109. To my utter dismay, the bill is now showing as over £162!!!! Please, get this mire sorted out and honour my original contract.

[Paul_DN]

Hi garykc,

Thank you for reaching out to us in our community and welcome back, really sorry to hear about your recent experience trying to get an offered package added, this really isn't the service we wish to provide.

I was able to locate you on our system with the details we have for you and would like to help, I will send you an invite into a private chat, please lok out for the white envelope to accept.

Regards

Paul.

[garykc]

Thanks Paul

Ayisha is dealing with this at the moment and i have provided all the details that she has asked for. I have just messaged her again for an update as £162.50 is due to be paid on 18th October and i will be very upset if this amount gets taken from my Direct Debit!!!!

[Jodi_S]

Thanks for the update garykc,

Ayisha, will be in contact via private message.

Kind regards Jodi. 

[Ayisha_B]

Thanks for your time via PM @garykc 

Glad we could get things resolved for you and we appreciate your patience.

If you need anything else, let us know.

All the best!