Contract reset and unexpected changes made when moving house.

[ckane]

Hi,

Recently moved home in November. Have received latest bill which was significantly more than expected. On top of the expected moving fee, there seems to be one month which included package changes and a 'volt boost'. Have also now got a new 18 month contract, however this does reflect the old package price (including a discount due to expire in Feb). 

Have tried calling, it directs me online. Have tried web chat twice with no success. One mentioned that I had taken out an O2 sim and would need to cancel with O2 direct before transferring me. Another has spent 2 hours gathering details and talking to manager to say that they have 'surpression details' and would need to call direct (then gives me the generic contact number with no details of who to actually talk to). 

I agreed to no changes as part of the move and the package should have just continued. So I now have additional unexpected charge (paid as part of current bill) and a contract reset date for a full 18 months. 

Can any VM staff help, or at least direct me to a menu option to speak to someone who can actually help please?

Thanks,

[Kath_F]

Hi ckane, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear there has been some confusion around your billing after moving address. This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. If you are using a PC/Laptop then you can just click on the little ✉ at the top right-hand side of the page to access your inbox. If you are on a mobile/tablet device then instead click on the little circle icon in the top right then select 'Messages'. 😊

Thanks,