So I ended up getting through to Virgin and was eventually put through to retentions
They refused to honour the ‘customer loyalty’ offer and said, ridiculously, that the offer was a new customer offer and they wouldn’t give it to me. Despite it clearly being labelled as a personalised ‘customer loyalty’ offer which by its very nature is definitely not for new customers.
This is very bad practice by Virgin Media and is false advertising. As well as being morally and ethically wrong.
People could be lured in by this offer and could end up paying double what the offer is for if they didn’t spot how the price changes when you go to check out. There’s a lot of vulnerable people out there due to the current COVID situation and it’s the sort of thing my elderly mother could easily fall for.
BBC Watchdog and Money Saving Expert are going to be very interested in this. I’m sure Trading Standards and the Ombudsman will be too.
You cannot offer customers a personalised customer loyalty offer at one price and then refuse to honour it.