Price increase from agreed pre-contract to actual contract

[alela]

Hello,

Earlier today I spent over an hour on the phone to discuss a new plan as I was out of contract. Agent sent me a pre-contract outlining what we had discussed, I reviewed and agreed to go ahead.

An hour later I received a confirmation email containing the contract. But the monthly cost shown is £10 higher than what the agreed pre-contract was showing.

This is not the first time it happens with Virgin and frankly I’m getting tired of constantly having to chase people trying to get my contract to show what we actually agreed on the phone. This time at least I have proof as it’s all written in the pre-contract..

Can anyone in the team get in touch with me please 🙏 

[Tom_W1 · Accepted solution]

Hi @alela thanks for your post here in the Community although we're sorry to hear of the concerns you've raised here.

Please allow me to send you a PM so I can look into things further for you.

Kindly expect the PM to arrive shortly and respond directly when you can!
Many thanks

[Vacio]

Same happened to me, increased by ~£20 from pre-contract to contract. This is very naughty as the pre-contract price is agreed but Virgin have then increased the contract price and then not allowed me to review or agree the change. So now I’m going to have to find the time out of work to call them and cancel it. I’m also going to seek advice as this can’t be right.

[Robert_P]

Hello Vacio

We're sorry to hear of the increase following the contract, we understand the frustration and appreciate you raising this via the forums.

We can see you have raised this in a separate thread, we will respond there as soon as possible. We ask not to raise the same issue across multiple threads as this ca confuse the situation and delay any potential resolution or support provided by the forum team.

We will ask for this thread to be closed but the original thread you made will remain open for us to support as much as possible.

Rob

[alela]

Hi Robert and team,

I’ve just noticed I’ve been charged £10 extra this month (£98 instead of £88), after a few months where I had been charged correctly.

Please let me know how to get this sorted.

Thank you

[Joseph_B]

Hey @alela,

Thanks for getting back to us, sorry that this has happened, I would like to go about looking into this with you to make sure that everything is correct still and hopefully explain what has happened with this bill for you. For this I will need to go about sending you a private message just to confirm some information through.

Joe

[Joseph_B]

Hey @alela,

Thanks for joining me for that private message, if there is anything further that we can do for you please do let us know and we would be happy to look through this with you.

Joe