I am having issues with the team at VM about a contract.
I entered into a 1 year contract in September 2019 for TV and Broadband. I called them in July to see if I could remove the TV element of my package without being charged and save myself some money. The rep said this would be fine.
Skip to September 2020 and I moved back to my Mums due to family ongoing family issues. I called VM to cancel my contract as it was over but I was told that I had been signed up to a new contract in when I made the call to cancel the TV element of my package. I explained during this call to cancel that I had never been made aware of a new contract existing and wouldn't have agreed to this in order to save the £10 per month between July and September. They replied and said that it must have been discussed on the phone call and that they had sent me an email about it. I searched my email folders and found nothing and also raised it as a query with VM to check their call recordings as nothing had been said about a new contract in the call. VM replied and told me that they didn't have the call recording for the call in July but I simply must have agreed to it, at this time I also told them I cannot see an email ever coming through and asked if they had any evidence that a new contract exists. They assured me that they did but wouldn't give me a reason as to how they have evidence. I raised this as a complaint as I was frustrated at this point.
I was called by a manager who offered to disconnect me for £200 or to continue the service for another 18 months at £20 per month. I declined both of these as I don't believe any of this is my fault. At this time I also cancelled my DD.
Skip forward to 6th November and I received a call from their debt management team asking me to make a payment as there are late fees on the account. I said I have an ongoing complaint. They were unaware of this and had to record all the details again.
I am yet to receive a call back from a manager about my complaint and simply want this to be resolved. In the last call to debt management I said I would pay a reasonable administration fee but not anything close to £200.
My questions about this relate to the contract.
- Can VM keep trying to charge me if I have never agreed to it and they seem unable to show me any evidence of a contract?
- What happens if I simply refuse to pay at this point?
- Am I in the wrong? I really feel that I have been wronged here and it may just be down to a training issue with the rep I spoke to in July.