Online renewal not applied - bill has gone up x3

[ajsuk]

Hi all, I've seen several people reporting similar things, hoping someone can help.

My current contract is ending soon, and on the 18th of November I signed into my Virgin account to found a renewal for a further 18 months at my current price which I was happy with. I proceeded to order the renewal and received the contract documents and order confirmation in my email.

A few days later I received an email for my Virgin bill and it had gone up x3 on my regularly monthly rate and was now showing my out of contract price. I logged into my account to find no trace of my renewal agreement.

Contacted customer services who told me it can take 10 days to process and to check back in a few days, which I did, with no change.

Contacted customer services again who then told me it can actually take 14 working days and to check back then. Its now 14 working days since I renewed and nothing has changed and I'm fast approaching the bill date.

Frustrated with the poor communication and poor systems virgin are using with their online renewal system. How can you have an ordering system that produces a contract to the customer and then have absolutely no trace of it on their account? There should at least be an order pending system showing but according to CS its a manual system with a small team that process these manually. This is ridiculous, its 2024.

Hopefully someone from the team can help figure out whats happening before I'm charged an out of contract rate.

Thanks,

Alan

[Carley_S]

Hi @ajsuk 

Welcome back to the community forums. 

Sorry to hear that your renewal hasn't been applied yet. 

These orders are applied manually by a dedicated team and we advise 14 working days for this to be applied on the account. There wouldn't be any notes on the account for the order until the team processes this. 

We recommend that if the order is not applied to the account before your new bill is produced to please let us know and we'll see what we can do on our side should the billing by higher than expected. 

[jungles1]

same here if someone can get back to me soon. I have posted separate thread. Thanks.

[Akua_A]

Hi @jungles1, sorry to hear you have been having similar issues with your pending renewal. We can see you are currently in private messages with our team. Please remain in contact there and our team will do their best to help 🙂

[ajsuk]

Thanks for the reply Carley, as mentioned in my original post it has already been 14 working days. I'd rather this was sorted before the bill comes out of my account - could someone please PM me to look into it?

[Robert_P]

We understand ajsuk, I will send you a Private Message, please keep an eye out in the top right when signed into the forums for the envelope. This is where you will be able to find my Private Message and be able to respond.