As my last contract is coming to an end I called Virgin to discuss my options. I am l very hard of hearing (I use a phonak phone which connects to my hearing aids) but I still have difficulty hearing what is said. I have made four calls to the call centre and on three occasions (one put the phone down on me) I have been given different contract prices verbally but when a "service change receipt" came through it was completely different to what was agreed. During this last call I made this morning yet another price was quoted so I asked the staff member if he would mind emailing me with the quote and explained that I needed to see it in writing and explained my problem. He said he couldn't guarantee I would receive an email but I should agree to this contract and then sort it out when the bill came. I told him I would not agree to a contract without seeing it in writing and understanding it . He said he couldn't do anything about it so I asked to speak to a manager. The manager kept talking over me and said he would send me a copy of my previous contract (which I told him I already had) and then I should look at it and ring back to discuss it. I said all I wanted was an email confirming their latest price but he said he wouldn't do that. I told him I felt I was being discriminated against because of my hearing loss and there was no reason to put me in such a difficult position. We have been with NTL/Virgin since 2003 and am now considering moving - I will have to go through the mither of researching who else supplies cable.
So Virgin Media have asked you sign a contract without first seeing the contract or having a copy off that contract?
That's shocking and I hope you see that and do not sign anything. If you try and argue later without having a copy of the contract you wlll have zero leverage.
When ever I negotiated a new contract over the phone in the past they always sent the new contract with all cost information and dates stated and then I clicked confirm through a link that I was signing.
Sorry to read of the issues that you've had calling through to us Margaret56. I'm not sure of the deal that you've been given, I can look into your account and see if the representative and their manager have noted the offer that you were given. Please reply to a private message that I will send over in a few moments and I will see if I can find out any information about the deal that you were given,that is if you still want to look into the offer. I will send over a private message right now.