Lied to

[Robertus]

Hello,

The story begins before Christmas when my mother in law called up as her contract was up. She wasn't really offered a reasonable deal, so she asked me to call.

To try and keep it brief: 

I was promised something, which did not materialise. I then got through to the UK team and explained what had happened. I asked them if the could review the call recording, the lady said yes and would then call Back. This didn't happen.

I was then offered another deal, contract was sent through (have the pdf!). After a few days, no speed boost was visible. I called up to be told that there was no order on the system, that the price was too low and the agent went through the process again. He came up with a deal and i received a pdf contract. The amount on the contract wasn't as agreed - which I challenged to be told that it would apply soon and to trust him (had major doubts, but thought hey - vm have to be accountable?!).

Anyway, the contract didn't correct itself and I was lied to again. I raised a SAR for the voice recordings and provided both my mother-in-law number and my mob number. The response I received contained only the call my mother-in-law made and not the 4/5 of my calls. I appreciate we're now in may but I've had a lot on and ultimately I'm astounded at VM and tbh I can't let this drop. To be lied to on every call I had - yiu cannot get away with that. 

Can somebody assist urgently? 

[Natalie_L]

Hi Robertus, 

Thank you for reaching out to us here on the Community. 

We are very sorry to hear of your experience when contacting the team, this is not the level of service we aim to offer. 

Due to the ongoing issue with the contract we would want to take a look at the account from our side and help get this resolved. 

If you still wish to have copies of the calls that were not included, information on how to request these can be found here.

Please check the red bar at the top of this page for a private message from us and we can go from there. 

Speak soon, 

[Robertus]

Stupid question but how do I reply to your pm? 

[newapollo]

Hi @Robertus 

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 click on the little circle icon in the top right  and then select 'Messages'.

[Natalie_L]

Hi Robertus,

My apologies for the delay. 

Please follow the instructions provided by newapollo to access and reply to the message. 

If you still have issues, please let me know what is happening and we will do all we can to help. 

Thanks, 

[StephenDa]

i sympathize with you, mate... I was lied to in order that I stayed with them... all to do with renegotiated monthly charge because I didn't want to pay the price hike... what the agent offered me influenced me to stay with virgin... then they overcharged me from what was agreed... I know the lie just like you know mate... it's wrong and they shouldn't be able get away with it, but they do...hope you get it resolved good luck

[Robertus]

Any of the forum team know if natalie is in today? If not, no prob

[Sabrina_B]

Hi Robertus.

Apologies Natalie is not in today, did you respond to her private message?

Let me know.

Sabrina

[Robertus]

Hello

Natalie had helped with this, whilst we got the contract price (no more despite the effort involved on our part and awful experience) however my mother-in-law has been overcharged yet again:

at this point we both have brsk, bt and EE fttp services available and I’m tempted to push for cancellation of all services due to this woeful experience. Can somebody please assist urgently?

[Ashleigh_C]

Hi there @Robertus 

Thank you so much for popping back to us and I am so sorry that this has happened! 

Can I ask if you or your mother-in-law been able to view the full break down? Is the package price showing as incorrect or are there any charges changing the amount?