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Contract verbally agreed but it's incorrect

Has anyone else had this problem where someone from Virgin phones you and offers you a brand new contract, it is verbally agreed on the phone but not reflected in any paperwork. It becomes your word against theirs and no matter how many times you ask Virgin to listen to the call they do not want to and tell you they can't help? 

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Re: Contract verbally agreed but it's incorrect

Hi there @gbancroft84


Welcome to our Community and thank you for your first post - I am sorry that there has been some issues with a new contract you have taken out. 


When any package changes are made and a new contract is taken out, notification will always be sent either by post or email. You can also check all contracts and package change requests via your online account at anytime. This will show all previous contracts along with your most recent - your contract will outline any discounts you may have and the end date of said discounts - this will also show the package price when the discounts come to an end. 


You will also be able to see within your online account if the contract was accepted or not. 


In regards to call recordings, these can be requested by the account holder only at anytime via what is called a DSAR (Data Subject Access Request). Once requested, we have 30 days to respond. Please do be advised that not all calls are recorded and if they are, they are held for a maximum of 180 days. 


If you do require any further help or assistance in regards to your account, please do not hesitate to get back in touch. 



Katie - Forum Team

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