Yesterday, I had a long webchat with one of your customer service advisers, Marjorie, which resulted in setting up a new contract with Virgin Media. I was happy with the chat and Marjorie managed to address my concerns and offer me a package I was happy with. The order document was duly sent over to me and I agreed to the terms offered.
However, there are some discrepancies between the order document and the eContract which I feel should be addressed. There is also a difference between what I was told in the WebChat and the amount on the contract.
The monthly payment is fine, and what we agreed I should pay. However, the order document says that the monthly charge will rise to £84 per month in month 19, whereas the eContract states that the charge will rise to £90.06 in month 19. In addition, Marjorie said that my next bill, due on 4th October, would be £14, whereas the email I received today says that it will be £19.86. How it is legal to change the numbers between sending me documents that I agreed to and sending me a contract?
I tried selecting VM using the 'contact the team' button in the email but the email just bounces back to me undelivered. The website keeps saying how easy it is to contact VM but it really isn't. You are just sent round and round in circles and back to the help pages again.
This is all very frustrating. One of the reasons I decided that I was going to go in the first place was all of this nonsense with trying to get any help. I'm beginning to feel sorry that I was persuaded to stay now.
