Hopless customer contact arrangements

[Tyneblade]

I've spent an hour trying to make an enquiry about clarifying my new bundle contract offer. Can't get anywhere either on line or by phone. It would be nice to be able to talk to a human being. The contract renewal I've been offered is unacceptable and I want to take up an alternative offer. However after being with Virgin nearly 30 years, seriously considering leaving. 

[Paulina_Z]

Hi @Tyneblade,

Welcome to our Community Forums! Thank you for your first post and I'm sorry to hear that you're unhappy with the offered package deal. We want to ensure that you're happy with your package and our team will do the best they can to ensure this.

Unfortunately, we're unable to amend packages from this platform. However, if you get in touch with our team by calling on 150/ 03454541111 between 8am-10am, this will help you speak to our team quicker and help avoid long call queues. You can also message our team on WhatsApp on 07305327112 to discuss your package options further.

Please keep us updated on how you're getting on and if you need any further help or assistance.

Thank you.

[Tyneblade]

I tried an hour on the phone today. Couldn't find a human.

[Kain_W · Accepted solution]

Thank you for your prompt response.

Can I ask regarding this, what was offered to yourself and you've stated there's an alternative offer that you'd like to take?

Let us know,

[Tyneblade]

I've received notice my contract is ending and the price (£103.25) will be going up to £172.50 a month. This is unacceptable. However there is an offer within the email which I  might consider. Then I received a 'pre-contract documents' email which offers me to continue at £103.00. On top of that (21st August) I was direct debited  £124.02 - not the £103.25 of the contract. What is going on - impossible to speak to a human on your system? If the pre-contract documents offer is correct - that will be fine.

[Kain_W]

Thanks for the response there, 

So when was this offered?

Also on the recent bill what is the monthly rate?

Regards,

[Tyneblade]

emails all dated 30/08/23. My contract is for £103.25 per month. This month I was charged £124.02

[CaitONeill]

I have spent hours trying to get a real person to talk to me. It's hopeless.

[3diita]

I'm in a similar situation right now! My contract was £30.40 and going up to £62 next month. I called up and messaged on whatsapp about it being too expensive 2 days ago. I logged to my account online and saw a pop up saying: your contract is coming to an end soon. Don't miss your exclusive limited time offer. Same great package even better price. So I clicked on: renew your contract. Got a good price there so accepted, received pre contract and since then got my bill which changed to £31.50. I contacted VM on WhatsApp and been told that they can't see any changes to my account. Trying to do anything online says that my order is on its way and can't do any other purchases right now. The advisor on WhatsApp also told me that: It seems the website redirected you to the new customers deal and you have accepted new customers deal. That is why there is no change in package. I hope you understand this.

I called VM to be told that they have technical issues and can't check anything until about 7pm. I don't know what's going on right now as person on whatsapp was quite rude and didn't know anything and I've been transferred to retention team, not even sure why - but still waiting for reply.

[Steven_L]

Thanks for coming back to us Tyneblade, have you checked your online bill to see if that can provide any information about the extra amount that you have been charged this month?

Kind Regards,

Steven_L