Dear VM,
I contacted VM today thought whats app because my boardband package speed was upgraded.
I requested a package upgrade through my virgin media account last Tuesday.
I changed my mind and wanted to stick with the old package.
I contacted VM on what's app the following day (Wednesday) and I was told that no upgrade request was received.
No action was needed at the time and the person also said a note will be put on my file to make sure I stay on my current plan in case if any changes are made after the communication.
I then received an email today saying that my order has gone through.
I was able to revert back to my original plan through what's app 1 hour ago. Which was £20 a month for M50 boardband.
The issue is the VM rep sent me a contract which states 18 month contract for £31 a month.
He said the letter can be ignored as my contract hasn't changed and I will still be changed £20 a month until December 2023 when the contract runs out.
I asked for this in writing but he couldn't provide one and assured me that my package has not changed.
I just received an email now stating that I signed up to an 18 month contract which is incorrect.
The only evidence I’ve got is the WhatsApp message vs Written document.
I will be taking a screenshot of this message so I have 2 evidence. (1st one is what's app)
In case I need to go through the complaints department.
Can the team confirm that I am still on £20 a month contract until 15/12/2023 and not a new 18 month contract for £31.
Kind regards
Noor
[MOD EDIT: Subject title changed for clarity]
