I renewed my package as per my online account which stated ‘Choose this deal and keep your current Virgin Media plan without losing anything.’ I received conflicting information and prices from Customer Services, but in view of the above statement and that my pre contract documents stated ‘Netflix Standard’, I renewed.
I have today received an email from Netflix confirming my plan is now with Ads. However, I have not even received my formal contract documents from Virgin and my account has not even been updated.
Virgin have misrepresented the renewal of my contract. It stated in writing I would not lose anything and therefore my services should be exactly the same as what I was receiving prior to my renewal.
Additionally, my online account stated one price 2 months before renewal, but increased the cost 20 days before it was due. Nowhere did it state that the price would increase the closer it got to renewal. I am now paying more for less!!!
The service from Virgin is abysmal. I have been a customer from 20+ years. At least it seems that Sky are upfront about their services and charges.
I expect to receive what I signed up to (the same as I had before) and I will take this matter further, but I am unsure what steps to take, as when you call Customer Services they are very unhelpful and previous experience with the Complaints Team is that they do not actually read your complaint. Any advice?
