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Retention Contract messed up twice!

In November I agreed to a retentions contract of £30 a month with a £50 credit discount (for broadband and phone). In my contract page the information was updated to reflect this, so I thought all was ok. However, I realised yesterday that this wasn't happening as the bill was £45.50 so rang up about it.

Initially after spending 20 minutes mostly on hold and agent saying they cancelled my retention deal and me saying I hadn't done anything wrong, I was put through to a manager. She said she would sort this out, arrange the refund as credit and put me back on the agreed contract.

This morning I get an email about the credit but put me on a new contract of £39 a month with £50 credit. They've even replaced my retentions contract (in my account) with this! What is going on?! They've increased my monthly cost by £9 and now removed evidence of my retention contract deal.

I feel like Virgin are deliberately messing me about and trying to get more money from me

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Forum Team (Retired) Kath_F
Forum Team (Retired)
Message 2 of 2
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Re: Retention Contract messed up twice!

Hi cowtc, 

Thanks for your post and welcome to the forums. It's great having you on board with us in the Community. 

I'm sorry to hear that you are having an issue with this. 

In order to get this sorted, you will need to speak to the team on 150 / 0345 454 1111. They will be able to check the deal and ensure the relevant credits are placed on the account. 

Any changes will be reflected on the next bill. 

Come back and let us know how things go. 


Forum Team

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