Honouring contract price

[Bennett15]

Hi,

just any advice/suggestions on my situation.

so before my first 18month deal with virgin came to an end, I called discussing nee price etc. wanting to strip it to the bare bones to have price around the £50 mark, this was without sports, extra box etc. After the call i received a contract summary dated for that day 18/05 but the quote was for my first package with the sports etc. at the £55 price mark. Now it seemed too good to be true as my old contract was due to increase to £120 for same package.

So I called back a couple days later, stating it seemed too good to be true. But was told on the phone that it needed to be honoured as it was offered (to my surprise) the customer service did say that it needed to go through a team for approval but regardless if they approved it or not he would be able to honour that deal. He also said he would not need to contact me as he assured me it was all taken care off.

So I then get an email today with the first bill being around £120. In shock obviously as it’s £70 plus what I was assured I’d be paying, I called the customer service (the lady on the phone nice, silver lining) where I was told that because the offer was not possible they couldn’t give me it but I was NOT informed about this and there was no effort to reach out to me. I then asked if I could cancel as it was my first month, but missed the 14 day cut off by 4 days (convenient for them) and was informed cancellation would be about £1000 (18 month contract at a high price). 

ive raised a complaint but that can be 28 days to get a response. I have the original contract offer and as they record the calls they will be able to see I was sold a dream lol. Unsure what else I can do so advice would be appreciated. When the complaint is over I will contact the ombudsman but have to wait until after the complaint has been dealt with.

thanks 😃

[AlwaysWrong]

You are not alone in this.

Pretty much same thing has happened to me.
I've raised a complaint - which I've had their 'resolution' to - and am disputing their resolution.

Be warned .. when you get an email from their team, it will have a QR code on .. no where does it say that you need to have WhatsApp installed.

I have responded to their email and have no idea if they have received it of not [not got and will not install WhatsApp just to deal with a complaint]

Raise a complaint with them and push it as far as you can

[Molly_T]

Hi Bennett15 👋

Welcome to the community! Thanks for posting, and for letting us know about your experience. 

Sorry to hear about what has happened, we appreciate this is less than ideal, and not the kind of customer service we aim for! In order to take a closer look and offer further support, we will need to take a look at the account. We will just need to send you a PM to confirm a few account details so we can arrange this for you.

I will do this for you now - you can find the PM in the top right corner of the page in your Inbox. 📩 We can then return to this public thread with another update when possible. Thank you for your patience in the meantime!

Wishing you all the best. 🌞

[Bennett15]

Hi.

Thanks for the response. What is the process of adjudication like? Does this involve getting the ombudsman involved and having to wait until they investigate? 

thanks 

[goslow · Accepted solution]

The process is explained here

https://www.commsombudsman.org/our-process

Feedback on here, from VM customers who have used it, are overwhelmingly favourable and typically state that the process was accessible and fair.

Request call recordings of your original offer (along with all other relevant info) via a DSAR

https://www.virginmedia.com/help/dsar

[Cardiffman282]

See also https://community.virginmedia.com/t5/Community-Natter/Dragging-VM-to-the-Ombudsman-What-are-your-cha...