Mis sold contract

[Steven42]

Hi looking for some help.

I took out a new contract on the 15th of december. When on the phone with the advisor who rang me through refer a friend she told me that there was loads of good deals on at the moment at that she could offer me mixit tv along with netflix for £31.99. I asked her if she could clarify how many users could use it at anyone time and how the login works. She went away to check with her manager and came back an clarified that for £31.99 the  contract would include netflix with 4 users and i would just use my own login. She also told me that because the person who lived in the house before me reccommended me when they were canceling there contract that i would recieve £50 of my first bill aswell as them recieving £50. I agreed and took out the contract. After a few days i went to login to netflix but it wouldnt takr my own login so i rang virgin for the login details to be told that i didnt have netflix as part of my contract. When i told them what the original sales advisor had told me they said that i must have misheard her to which i told her that i hadnt misheard. I then questioned about the refer a friend as it wasnt showong on my bill in my virgin media to which i was told it wasnt on the contract either.they told me there was nothing they could do. So i asking to raise a complaint to which i was told that a manager would ring me back within 4 hours to raise the complaint. Fastforward 2 days and still no call from the manager. So i rang them again. I was on the phone for around 40 mins with a guy who told me that what i had been told about the netflix and refer a friend was a common problem. He told me he was putting me on hold to raise it to another team. after 10 minutes on hold i was cut off. I rang back after 20 mins and got a guy from scotland who was one of the rudest people i have ever spoke to. He told me that whatever the original sales person told me didnt matter unless i had a paper trail it didnt count and that the netflix and the refer a friend would not be added. I was so frustrated that i ended up just telling him to cancel the contract. So now i am left with nothing. At the end of the call he ask if there was anything else he could do to help and i said not really as he had been no help at all and he just said ok rite whatever and hung up. Virgin media are complete lairs and are mis selling people contracts. 

[Cardiffman282]

Demand the call recording https://www.virginmedia.com/help/dsar-faq 

Raise a formal complaint with a view to escalating to Ombudsman Services https://my.virginmedia.com/my-cases/make-a-complaint 

[Vikki_M]

Hi Steven42

Thank you for your post and welcome to our community.

We are sorry to hear there has been some issues with the new contract and what is included. 

To refer a friend, the person referring would need to register to receive a referral link and code. This is then needed when placing the new order. They themselves must also still be a customer after the 30 days so if this was a disconnected account, you unfortunately wouldn't be eligible. 

There is more information here 

We are very sorry if you were misadvised at all regarding this and Netflix being included. 

We need to confirm a few details of the disconnection with you so will send you a private message now. Please look out for the envelope in the top right of the page and pop back to us when you can. 

[Steven42]

I understand what you are saying about the refer a friend. But it was your agent who advised the other party that if they provided my name and number that they would be eligible for the refer a friend. They then rang me under the guise of refer a friend and told me that i would recieve the £50 of my first bill aswell as the netflix etc. So from what you have explaned to me your agent is misleding people to make sales.