Virgin won't confirm contract details - complaint going nowhere

[CaptainDogPoo]

Hi there,

Hoping someone may have some insight!

I agreed a new 18 month package in August for £61 via a WhatsApp chat.

When the email contract arrived it said £69.75. I queried this obviously and was told don't worry, new contract details will be sent over by email, rest assured you'll only pay £61 yadda yadda.

Of course, I never did receive a revised version and when the first month's money was due, they took the higher amount.

Since then I've been in loads of chats, calls, raised a complaint etc. Everyone I speak to says "don't worry it's all fine and will be sorted" on WhatsApp, but for some suspicious reason I just cannot get anyone to put the correct details and resolution in a proper email.

So I've had enough and told them I want out, as I no longer trust them. They're telling me I am facing very large cancellation fees as there is 17 months to run on the contract. My argument is that the only contract they have ever sent me has different numbers on it to the one I agreed to, so this is a breach on their side not mine.

Anyone been in this situation before and got any advice? Obviously I've got all the WhatsApp chats saved. Thinking of trying the ombudsman next maybe.

Really weird on Virgin's part. All I want is some paperwork with the right numbers on for peace of mind. They are happy to agree it all on WhatsApp but just won't follow up properly via email. 

Cheers 

[Akua_A]

Hi @CaptainDogPoo 

Welcome to our community forums and thank you for your first post. 

Sorry to hear you are having issues with your contract agreement. We can understand your concern. We can however see you have recently been in contact with our team about this. Was the issue resolved with them? Do you need any further help?

Thanks,

[CaptainDogPoo]

Thanks Akua, but no it hasn't. It's such a minor thing, I'm at a loss as to why Virgin has made it so difficult and why your team has lied about it so often. You've just lost any goodwill you may have had for no reason at all, and occupied me and your own staff for many hours in the process. 

[Akua_A]

In this case, to best look into this, we are sending you a private message. Please keep an eye out for an envelope at the top right corner of your Forum page. Let me know if you have any issues locating this.

Thanks,

[Akua_A]

We are glad to have been able to help @CaptainDogPoo Please do not hesitate to contact us if you need any further help

[CaptainDogPoo]

Thanks Akua, I appreciate your help for sorting this out so quickly.

It's kind of a shame that the level of service you're able to provide isn't replicated across the wider customer service functions. It still don't really understand why Virgin operates in such a weird and dysfunctional way, but nevertheless I'm grateful to you for sorting things out!

[Akua_A]

We apologise on behalf of the team for the experience had. We will pass the feedback onboard to the relevant team for quality training and improvement. Please do not hesitate to contact us if you need any further help. We are always happy to assist 🙂