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Unknowingly entered in to a contract and VM don't help.

unr34l
Joining in

I was out of contract and wanted a timeout because I was leaving the country for a few months and the sneeky agent restarted my contract.

I called VM support looking for a short term timeout (only paying service fees) and the agent gave me a a full 18 month contract?? Now I can't get out of it. That was 4 months ago and now that I'm moving house (since I thought I wasn't in any contract) I didn't think there would be any issues but it seems they slapped on another contract. The agents I spoke to were rude, condescending and had that 'I've heard it all before' attitude.

I asked one of the agents if there was any recordings of me accepting a 18 month contract and he said there wasn't. So how can they say I accepted a contract ? Then a manager who kindly left a meeting just to be rude to me told me there was recordings.

I've heard horror stories about leaving VM but never experienced it until now. Hoping to to avoid the CISAS route but not sure what else to do.

Why would they even force a contract on someone that's out of contract ? disconnection fees ?

 

1 ACCEPTED SOLUTION

Accepted Solutions

Cardiffman282
Super solver

Don't expect any honesty or integrity from offshore customer services. Instead demand all call recordings and other data this way https://www.virginmedia.com/help/dsar-faq and then raise an official complaint with a view to escalating to Ombudsman Services https://www.virginmedia.com/help/complaints 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

See where this Helpful Answer was posted

4 REPLIES 4

Cardiffman282
Super solver

Don't expect any honesty or integrity from offshore customer services. Instead demand all call recordings and other data this way https://www.virginmedia.com/help/dsar-faq and then raise an official complaint with a view to escalating to Ombudsman Services https://www.virginmedia.com/help/complaints 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

Thank you for the help, done and done.

I repeatedly told the manager that I wanted the contract terminated and she kept saying 'I will start the disconnect prossess for you now' clearly trying to charge me the disconnection fee. I was almost rasing my voice to make it clear, do not disconnect the service when there's a contract still active.

How many elderly/vulnerable people are offshore customer agents doing this to.

Interesting point. Inbound customer services and outbound sales (both largely offshore) seem to scent older/vulnerable customers. Everything else VM does in these regards (contract cancellation, complaints management, comms, an online-first strategy, price ratcheting, etc, etc) seem designed to catch out the same demographics. VM really doesn't care. 

---------------
Cancel VM here
Complain to VM
here
Demand compensation from VM here
Demand your call recordings here
Monitor the state of your VM connection here

John_GS
Forum Team
Forum Team

Hi @unr34l 

Thanks for posting and welcome to the community. Sorry to hear you have a contract dispute. I'll send you a PM now to assist further.

Best wishes.

John_GS
Forum Team


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