Incorrect billing

[Jenny98]

On calling to cancel because of price rises I was offered a different price  to stay with no change of contract.

I was on 27 a month was offered  15 for the first month followed by £18 for the 13 months until end of contact. 

I was billed 15 then the next bill went back up to £27 a month. After spending well over 2 hours on the phone they are now telling  me is a OFFSET  not what I woukd be paying. But my correspondence cleary states monthly service charge £18

If thats the case then why the 15 charge last month!  Not Happy  being lied to to stay with Virgin. At the time i could have got a better deal!

Also was told he was entering a complaint and would be sent details of this  in a few days .... Nothing at all received

[Ashleigh_C]

Hi there @Jenny98 

Thank you so much for your post and welcome to the community forums, it's great to have you back. 

I am so sorry to hear that you have faced this issue with your recently agreed new deal, I can fully understand how frustrating this must be. 

Can I ask how the deal was discuss and agreed? Was this a web chat or a phone call?

I know you have mentioned you have correspondence confirming the deal, was this an email?

[Jenny98]

Hi I phoned to cancel when I finally got put through I initially was offered something  can't remember what, after insisting to cancel I was then transferred to another person  he firstly offered me a deal that was ten quid more than I was paying it was a very lengthy call where I kept insisting I wanted to cancel with every offer made, higher speeds don't interest me your WiFi is terrible!

he put me on hold and came back with the £18 offer at that point I agreed to stay .

I had e mail confirmation with the prices clearly stated as your new monthly bundle cost is £18.

[Ashleigh_C]

That's great thank you for confirming for me @Jenny98 

I'm going to pop you a Private Message so we can take a closer look. I will pop you a PM across now, please keep an eye out for the envelope at the top of your screen alerting you to a new message.
 

[Ashleigh_C · Accepted solution]

Hi again @Jenny98 

Thank you so much for chatting with me via the Private Message and we are so glad we were able to get to the bottom of this and resolve the billing issue.

If you do have any issues in the future please do pop back to us and let us know and we will do all we can to assist.

[Jenny98]

Thank you so much for your help with this.

[Ashleigh_C]

No problem @Jenny98 if you have any issues in the future please do pop back and we will do all we can to help.