Payment increased despite arranging a lower monthly charge

[lizzie43]

I was expecting to pay a reduced amount this month. I spoke with someone in retention dept. and they said they’d  reduce my payment, but it hasn’t reduced.  I’ve got 5 months left before my contract ends and was expecting to pay the amount shown on the footnote of my account.  I’ve been with Virgin since Blueyonder days, I find it stressful having to haggle and I don’t want to contact them any more.  Any help would be appreciated. 

[Ashleigh_C]

Hi there @lizzie43 

Thank you so much for your post and welcome back to the community forums, were very happy to have you on the team. 

I am so sorry to hear that you have faced this issue with after speaking to our teams, can I ask what the reduction in price was in regards to? When was this reduction agreed? 

Thank you

[lizzie43]

The monthly increase was more than I can afford and the discussion was on 23 February.

[David_Bn]

Thanks for coming back to us @lizzie43.

I'd be happy to look into this for you, so we can gain some clarity for you.

Check out the purple envelope in the top right hand corner for a private message from me.

Kindest regards,

David_Bn

[David_Bn]

Thanks for working with me via our private messaging function @lizzie43, and I'm pleased we were able to gain the clarity required on your agreement with Virgin Media.

Do feel free to come back to our Community Forums if you require any further assistance and we'll be happy to assist you where possible.

Kindest regards,

David_Bn