Virgin not honouring contract?
Good afternoon all, on the 25th march I upgraded my broadband package to include megaTV and sky sports + Sky cinema. I was quoted £86 for the new package which included M350. I received my pre contract info and everything was as expected. fast forward to the next day (26th march) and I received an email titled ‘thanks for making those changes’, which had my new contract in. However the price was £50.73 for the agreed package. I phoned up Virgin to confirm what price I would be paying and they said it was the £50.73 package which had a discount included. now, in the App it’s saying my monthly bill is £86, even though the contract says £50.73. I’ve questioned it again and they are denying all knowledge of the cheaper contract, even though it’s in my active contracts on the website! has anyone else experienced this? Or know how to deal with it?False Advertising Renewal Deal in App
My contract is due to expire this week. On the My Virgin Media app, I was offered a deal to renew at the exact same price as my existing contract. On the 24/01 I received the pre contract agreement and was told on the phone that my deal has been manually processed. On 04/02, I received a call from Virgin trying to sell me a new deal. I explained that I had already been told my new deal was being processed. There were extremely rude throughout and put the phone down on me. I then had to call them back, explain what I had already done. I was again told that the deal was in process and should be complete by 10/02. On 10/02, I used the Virgin Media WhatsApp to ask if the deal had completed as I didn't want to move to the standard rate and pay almost double. The people messaging be continually ignored my messages and just tried to sell me different deal that were all more expensive than what I had already agreed. They then told me that there was no deal in the system but they could offer me the exact same deal. They then transferred to a different person who ignored the previous messages and offered me a more expensive deal. They told me the couldn't honour the original deal from 24/01 or what the previous person had just told me. At this point I'd had enough and asked to make a complaint. They logged the complaint and told me someone would call me within 48hrs. I then received an email stating my complaint had be resolved without being contacted. I still haven't received any call. I have since called again today chasing the complaint, only to be told that the Virgin App is offering deals that are incorrect. Apparently, it is a known issue within Virgin and they can't honour it. My thoughts: This is false advertising as I have accepted the deal and the Virgin Media App states it has been accepted In all of the correspondence over the last 2 weeks, why has no one told me there is an App issue and why is it still live. I'm now 2 days from current deal expiring and will have to pay nearly double the amount. If I want to cancel, I'll have to give 30 days notice, so will still have to pay the expensive bill for next month Questions: Has anyone else experienced this and how was it resolved Does anyone know how I can escalate the complaint within Virgin What is the best channel to complain outside of Virgin. Is it Trading Standards or Advertising Standards Authority