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contract price not as agreed

TheCaddy
Tuning in

on ‎15-05-2022 17:07

In august my package price is due to increase to £128, which I cannot justify paying, so I called to see if I could look at getting a better deal. I agreed with an agent via whatsapp that I would be able to get a free speed upgrade from 200mb to 1gb, (free hub included) and keep the same tv and phone package and that would just be paying £69pm from august. I just checked on my account and there is a new contract that states I will be paying £95pm and a one off charge of £35 for the hub. not at all what was agreed. I have the screenshots of the whatsapp messages to prove it. No one seems willing to sort this as I keep getting promised I will get put on the agreed deal but nothing happens. If this is not sorted I will be cancelling all my services in august when my contract expires

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3 REPLIES 3

japitts
Very Insightful Person
Very Insightful Person

on ‎15-05-2022 18:01

@TheCaddy wrote:

In august my package price is due to increase to £128

Your package price isn't increasing, but your time-limited discount is expiring. I appreciate it amounts to the same thing for you, and with that in mind...

@TheCaddy wrote:

Iand that would just be paying £69pm from august. I just checked on my account and there is a new contract that states I will be paying £95pm and a one off charge of £35 for the hub. not at all what was agreed. I have the screenshots of the whatsapp messages to prove it

Can you post up those screenshots onto this forum thread? The forum staff will have access to your account and maybe able to help resolve this, but the screenshots that you have, will give them a headstart.

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TheCaddy
Tuning in
In response to japitts

on ‎15-05-2022 18:10

Screenshot_20220514-183158.pngScreenshot_20220513-151055.png

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Natalie_L
Forum Team (Retired)
Forum Team (Retired)

on ‎16-05-2022 08:14

Hi TheCaddy, 

 

Thank you for reaching out to us here on the Community.

I am very sorry to hear that your online account does not match what was advised by our agent, I understand this must be concerning.

I would need to have a look at the order from our side so I am going to pop you over a private message to grab a few details and we can go from there. This message will be available via the purple envelope on the top right of this page.

Speak soon, 

 

Nat
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