Cyanetta
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Re: Contract renewal - confusing terms
I managed to speak to someone today. He spent 25 minutes telling me he was applying a recurring credit to my account to ensure the price increase did not apply to me. I asked if I would receive email confirmation and a revised bill for April and he said I would. I haven't received either and when I log in to my account the new higher price is still displayed, with no sign of the credit and the April bill has not been amended. So I am not at all confident that this has been done. Please can someone sort this out for me before my direct debit is taken so that I am not incorrectly charged.Contract renewal - confusing terms
I have just renewed my contract via live chat. This is for an 18 month period. I specifically asked whether the monthly price quoted would apply for the full 18 months and the Virgin rep said it did. When she was confirming the new contract she pasted some T&C's, one of which was that the price would increase each April, starting in April 2024 by RPI plus 3.9%. I queried this as it was opposite to what she had previously told me. She assured me that my price would not be increased during the 18 month discount period. She then sent me the contract by email and again it states that a price rise will apply from April 2024. I queried this again and she again assured me that this would not apply during the first 18 months. I said this needed to be clear in the contract and she assured me it would be confirmed in email. I agreed to the contract on this basis but the email I have received since makes no such statement and instead repeats that the price will increase in April 2024. I don't know which to believe. Has the Virgin rep been telling me porkies? I have screenshots of the conversation.
