After contacting Virgin Media Customer Retention Department on 12th February to query as why the April 2023 Price increase on my contract was jumping to £12/month, I discovered that my Mixed Bundle which was renewed on the 21st of January 2023 for 18 months from the 20th of February with broadband only to reduce my cost had mysteriously disappeared from your system sometime between the 21st of January and 12th of February.
The customer retention virgin media operative informed me that this contract did not exist on is system and the only contract it could see on his system was one with a mixed bundle for £61.70/month despite me seeing something different on my account and telling him that I never seen this, let alone agree to it. I insisted, telling him that this was not the contract I had agreed on the 21st of Jan 2023 and had in front of me, but he said he couldn't do anything as he could not see the contract of £38.00 on his system even though I could see it on my account online account.
How can this be, a customer agrees on one contract received the contract details, unknown to the customer something different is actioned on your system, leaving the customer concern and distressed. How can virgin media change a contract without customer contract without consent?
