New Contract agreed but charged the wrong price?

[barry21]

Yesterday on Whatsapp I eventually agreed to the Ultimate Volt Bundle with the person telling me it would be £77 per month + £25 month separate to 02, that person said I don't need to have a replacement box ordered because it will come with new equipment. I agreed and then they had to leave and said they would pass me on.

The 2nd person took 1 hour and 30 minutes to reply and they started from the beginning again, I eventually got back to the same offer of £77 + £25 only this time they said that I would be charged £24.95 to replace a box, I said it's ok I will call about it seperatley as the box is faulty, they said they would waive the fee so I agreed. It ended up like 8.52pm and the person said I would need to hurry because they were finishing in 10 minutes, 1 minute to 9pm they said sorry they had to go and would enter me back in the queue.

Today I had to start from the beginning again, went through all the details with one person. They sent me to another person and I explained yesterday showing them screenshots of me twice agreeing to this deal and in the middle of processing it until the people left. They replied back....

"I can see here that they offered you the Ultimate Bundle which includes the Volt600 fibre Broadband, Maxit TV and Talk More anytime for the landline for only £77 for a new 18 months and for the sim  of £25 total of £85 a month for a new 18 months contract"

I replied back yes this is what I want. At this point I didn't care if it was £77 + £25 or £85 + £25 I just wanted to get it done.

They replied back "are you happy to proceed with this offer", I said yes and they said "Great! I am going to process that now, Please bear with me while I am processing this new contract".

We then did the 02 agreement thing. They sent the "boring stuff" they called it for me to see.

They then said "Now we've made the changes, I am going to talk you through your next few bills. Your new monthly service charge will thereafter will be £85. Now thats all done your new package will be active after your simcard arrived".

I asked if I will be emailed all the details of the new contract, they said yes although I never got one.

I then since I was unsure restarted talking to someone on Whatsapp to ask about the contract to make sure it went through. They said I have a new contract for £95 per month + £25 to 02. So I agreed thinking it was £77 or £85 not caring just wanting it over and done with. They then later told me it was £85 but it is actually £95? whats wrong with this mob???

How can they 1. Make it totally unclear what you are offered. 2. Tell you once they have already finalised it what it was and then 3. It actually be different to what they told you?

Also the first person said I will get new equipment in the deal, they also said I would get "exactly what I put in the screenshot" which was the 1gb internet. The 2nd person agreed to the same as the first but then said I had to order a replacement box and waive the fee,  the 3rd person mentioned it being volt600 broadband not 1gb but I didnt care anyway and accepted and they just did the deal, didn't even let me have a chance to explain or even ask if it comes with new equipment or not as I need one box replaced.

So despite being in the middle and minutes away probably from agreeing better deals twice for £77, in the end I have agreed to a worse deal which I thought was going to still be £77 or maybe £85, I wan't even clear if it would be £77 and without the sim or £85 including sim or £77 + £25 or £85 + £25 but I just agreed anyway as it was taking to long only for it to turn out £95 + £25 which means im paying £18 more than I was going to be doing last night even though last night they were 100% replacing one of my boxes which is faulty.

They are near impossible to call also. I called got through and all I can hear is a muffled voice with massive background noise and crackling saying "hello if you are speaking I can't hear you" and then cutting me off.

The amount of time everything takes is a disgrace,takes about 3 minutes to just get to the point of ringing them only to be put on hold for who knows how long or cut off and then have to spend another 3 minutes to try again and thats the fast way, the whatsapp is soul destroying.

[barry21]

WOW

The person on whatsapp said they tried to correct my contract and change it from £95 to £85 but they don't have permission and passed me to retentions also saying I can call them. I called while I wait for them to reply on whatsapp.

I was put through to Ashanti, I explained I have just signed  a new contract which I think is wrong. She said let me look, brought up my old contract details and I said thats the old one I just did the new one like an hour or two ago. She paused for like 2 minutes and came back saying "so how much internet do you need". I said i've already agreed the new contract on whatsapp, she says "whatsapp, what do you mean", I said "I contacted you on whatsapp agreed a new contract today and I found out it is wrong". She says again "what do you mean on whatsapp, how did you contact us on whatsapp" and I explain again that when you contact virgin media they send you to whatsapp saying its more convenient, She said she DIDNT KNOW THEY DID THAT.... wth.

So then again I told her to look at my new contract, they said to call retentions to correct it. She said if I signed a agreed a new contract then surely I agreed and what is the problem.

So I just hung up the phone, this mob just get worse and worse. Its unbelievable how shocking it is.

[barry21]

Jesus christ.

Im am now on Whats app with a "customer relations specialist". I said I will send screenshots of me agreeing to all these deals and the person leaving and then the final one where I am unsure if its £77 or £85 agree anyway am told its £85 and then later finding out it was £95 which the person never told me at all or mentioned at any point. They said ok give them a second so I have a full picture of your concern.

I tell him the problem me agreeing the £77 + £25 deal, the person leaving and passing me on, me starting from the beginning, agreeing the same deal, that person leaving last night. Me starting from the beginning again and the 3rd person agreeing the same deal although they mumbled it up and didn't make it clear if it was £77 or £85 + £25. The person before saying they tried to change the deal from £95 to £85 that it should have been and being sent to them to fix it.

He takes about 15 minutes and his one reply is "Can I ask that are include the O2 sim card?" who is working for this mob. I replied back to him straight away no it is seperate so £77 + £25 or £85 + £25 so £102 or £110 in total. that was at 3.58pm, 10 minutes later he has not replied yet. This is supposed to be the specialist whos one job is to change the bill from £95 to £85 if they can lol

Still no reply from Francis.I sent the screenshots between 3.35pm nd 3.39pm and then a a paragraph explaining what happened and being sent to him to have the contract price changed. Hopeful that he may even change it to £77 like it should have been and not £85 although pigs will fly before that I bet.

He has now had 40 minutes to work out the blatantly obvious of what he's meant to be doing  and that one reply of "Can I ask that are include the O2 sim card?" which doesn't even make sense and I don't know what he's talking about is all he sent back.

Francis is back lol he now says "What if I offer you the same deal but for £85"....well done Francis thats what you are supposed to be doing ya clown.

[barry21]

This is an absolute shambles, I cannot believe how terrible this is.

Francis finally comes back saying he can offer me the same deal of £85 + £25, I am telling him I just agreed the contract it's done and I was sent to him for him to ammend the £95 to £85 on my account.

He is saying that he will offer me £85 + £25 02 sim.

Im telling him that I completed the deal already and have changed my netflix already from the email and 02 have emailed saying they dispatched the sim and if he cancels it and then does it again for £85 I will end up with more problems can he not just go into my account and ammend the price.

He replied back "I have to leave my desk for 60 minutes and will respond to you when I am back".

I have spent probably 10+ hours today and yesterday with people doing this and then leaving me back at the start again with some other stupid clown to do it all again.

[barry21]

The saga is over. Called again while waiting for Francis on whatsapp to reply and got an Indian man, he was actually good, looked at the account quickly, said he seen notes and screenshots on the account, tried to deduct £10 said he couldn't do it and would pass me to retentions.

Scottish guy from Glasgow on retentions, seen the same notes, told me to email screenshots to his manager. 5 minutes later(I wish phone call was 43 minutes in total) the manager deducted £17 off my bill back to what I was supposed to get yesterday £77. So it worked out in the end but this should have been done 28 hours ago by the original guy who disappeared mid deal or even 24 hours ago when the 2nd person did the same.

[Ashleigh_C]

Hi there @barry21

Thank you very much for your update and we are so glad to hear that this has now been resolved, though we are very sorry that this took longer than expected. 

Thank you so much again for your update and please do reach out again via the forums should you need assistance.

Thank you.