I had a promotional Virgin package at £67 a month that was due to end at the end of November this year. In October, 1 month before this, I contacted virgin via whatsapp and renewed for 18 months on a new promotional package at £73 a month. I was told there would be no charges related to this change. I assumed this would come into effect at the end of November when my contract ended but instead the new £73 contract was set to start on the 31st October. I feel like I've been disadvantaged to the tune of ~£5 there but I can live with it.
Now, my October bill was generated previous to the renegotiation at a bill amount of £83.26 which included some days on the price I would have paid after my £67 deal ended had I just let me promotional discount expire. I have also received now a November bill for £82 which includes £9 of "package change" costs.
Talking to Whatsapp support they say insist these charges and bill amounts are correct and my next bill will be £73 with no credits added in December. This is clearly incorrect as the difference between the two packages is £6. In October, 27 days of that bill were on the original £67 deal and 4 days, from the 31st October, on the new £73 amount. The whole of the bill in November is covered by the £73 period.
I feel like I am going crazy here being gaslit into being told that actually being overcharged by £20+ is "correct" but I am pretty sure there has been a mistake here but no one will seemingly listen. Do I potentially have to raise an official complaint to get this sorted appropriately?
Any advice would be greatly appreciated!
Thanks, Amy.
