VM refusing to honour new contact they offered, and I accepted.

[Clothheadhq]

Hi 

I have been a VM customer for 14 years. 
jan 24- my existing 18 month contact for £64/M was coming to an end 14/01/24. 

Jan 7th 24. I have an order confirmed from VM and order number and confirmation for my new package for £70 per month starting 10/1/24. With no changes to services. 

jan 15th received new bill for £157 ( ie my old contract without discounts) for the period jan22/1 to 21/2/24. 

jan 16th. I have raised a compliant with the above info, asking for VM to honor the contact they offered, and I signed up for.  Ie the one I have the paperwork for. 

jan17th reply from the complaints team that.

” Steve and we are sorry to let you know that the contract you accepted online did not go through. We would like to inform you that we will not be able to offer you the same deal as it may not be available. “

the contact number offered only goes through to the normal team who don’t response the complaint process. 

I will be ring up to leave later tonight. 
how can a company refuse to honor a contact they offered me? 

[Paul_DN]

Hi Clothheadhq,

Thank you for reaching out to us in our community and welcome back, sorry to hear an offer you received was no longer available when you called to request it, I will be more than happy to take a closer look for you, please look out for the white envelope to go into a Private Chat.

Regards

Paul.

[Clothheadhq]

Hi there 

an update-  to be fair I think VM have been great so far in response but hopefully this gets confirmed in the next few days. 

so what has happened. further to above.  

today 17/1- I ring the leaving line and after speaking to three agents , I understand that I am going to get a contact I will be happy with. 

I have exchanged the proposed contact paper work proposed on Jan 7th with this team and I have been told that things will be sorted. In addition the bill for the coming month will be corrected with a credit.  

so good news. 
my tips to anyone in the same position is 

ring up. 
be respectful. 
get your dates , reference numbers and paperwork in order and share. 

I will update once resolved.  

[Clothheadhq]

I just wanted to come back and prise the VM team for resolving my query. 
Megan D7874037 from Newcastle Was brilliant in being quick, open and clear in the communications in helping me resolve this matter to my complete satisfaction. 

thank you top class support - I wish everything was as good as this.  

[Kath_F]

Hi Clothheadhq, 

Thanks for taking the time to pop back to us in the Community. We're really glad Megan was able to get things sorted for you. 

I've passed on your lovely comments to her and her manager directly. 

If you have any further issues, pop back to us in the Community 🙂

Many thanks,