New contract without my permission?

[FrazerG]

I think that I have had something like this happen to me just now. 

In a slightly more sinister way, I called to cancel my contract as I was then out of contract. I was informed of when my contract would end and my final bill. I have just found out now that I have been entered into a new 18-month contract without my consent. I've been paying them fro the last few months, didn't notice.

It's more of a pain as I have a contract with a new web provider and don't need Virgin Media anymore. I just spent a good hour on the phone complaining. I should receive a call from the manager of the agent who put me into the contract in the next 5 days. My complaint about this at the moment is inconclusive. Though I want to hear the phone call of me saying yes to the contract extension, something I know that they don't have. 

It's frustrating as I was with Virgin for 10 years without an issue, so it does leave a bit of a bad taste in my mouth. 

[MOD EDIT: Post split to create own thread. @FrazerG please add more details so the Community can help]

[ajsaxon]

It's madness they did this to you and wouldn't resolve it. For me I just found out that when I moved home last year and they promised me my end date would not change they actually lied to me.

My end date should be on the 25th this month but I just checked and they have put me onto a new 18 month contract when I moved even though I asked them to confirm so many times that it was not a new contract but just a change of address. Now I have to dig through call recordings and open a complaint.

I will be so happy to leave.

[FrazerG]

I'd recommend emailing the top position/s with your evidence. 

The customer support reps from my experience are not equipped to deal with these kinds of complaints. They delay and steal time until you give up. See how you get on with them though, the moment they start gaslighting you move it past them. 

I've been recording my calls for years now. A very useful thing to have. 

I hope that you can get your issue sorted. 

All the best!

Frazer.  

[newapollo]

Hi @ajsaxon 

When you moved home last year, providing you didn't make any changes to your package/subscriptions then the remaining minimum contract period left would have been carried over to your new account.

The homemovers team usually manually update this on the systems. 

There shouldn't be any need for you to dig through call recordings and make a complaint.

A member of the forum team should pick this up for you in a day or two and help resolve this issue for you.

[Kath_P]

Hi ajsaxon, 

Thanks for taking the time to contact us via the Community. It's lovely having you on board with us in the Forums. ⭐

We're sorry to hear that your contract was extended mistakenly.

This is something we can certainly check for you but in order to do that I will need to confirm some information with you to pass security. 

I have sent you a direct message to allow us to do this with you in a private space. Just click on the little envelope at the top right-hand side of the page to access your inbox.

Thanks, 

[satyris410]

Another option for when you reach the insurmountable brick wall of bureaucracy is to contact your MP. The only MP who can help you is the one for where you live, but in my experience, things happen very quickly. It was a different utilities company, but within a few hours of sending the MP an email, all my problems had been flushed away and I'd washed my hand of it all.