Virgin Media refusing to honour new contract

[maxwellb71]

Original contract was due to expire, cost would be £100.09/month but there was an offer of £80.09/month which I accepted. On 6th Sept VM sent me an email with Pre-Contract Documents stating "Attached are your Contract Information & Contract Summary documents. Please make sure that you are happy with the agreement you are entering into."
There were two docs attached to that email, a Contract Summary Sheet and a Contract Information Sheet. Both of those docs clearly show that myself/VM have entered into a legally binding agreement for £80.09/month.
I have now noticed that VM have taken £100.09 out of my account in Sept and Oct.
I've been on whatsapp to a representative who would "see what package they could offer", but they took no notice of the contract. I then got passed to Retentions who said I never accepted the offer as apparently there was a link I needed to click but they couldn't tell me where this link would have been. There's no mention in their email of having to accept the offer, and nothing mentioned in the contracts either.
The Retentions person refused to honour our legally binding contract of £80.09/month. Surely they can't do that?

[jpeg1]

Not the first time this has happened, and probably not the last.

https://en.wikipedia.org/wiki/Bait-and-switch

[Paul_DN · Accepted solution]

Hi maxwellb71,

Thank you for taking the time to contact us Via our community and welcome back, we are sorry to see an offer received wasn't added due to the offer not being accepted, if this happens it shows at timed out.

So we can have a look for you I will send you an invite into a private chat, please look out for the white envelope to accept.

Regards

Paul.

[russp66]

I've had exactly the same issue. No link for accepting the new offer but 2 emails with the contract and new price. I did notice that they were sent to an email account I previously used. I logged onto my current account that uses my current email address and I can see that it is telling me my contract is up for renewal and to click for new price. I've clicked the link and there is an option to accept the renewal offer which is about £20 more but there is also an option to change my services which if I click onto, offers me the same services i get now for £5 more and Includes wifi max and a free WiFi pod. Just spent 30 mins trying to get through to customer service before it hung up on me, and at the same time, I have been in a whatsapp queue for the last hour with no reply. Forum team, please help!

[Paul_DN]

Hi Max,

Thank you for joining me in a private chat ands for clearing security, glad I was able to help get you a deal close to what was offered and help get this resolved for you, if you need any further help at all, please do not hesitate to reach back out.

Regards

Paul.

[maxwellb71]

Paul_DN from the Forum Team called me (yes, I spoke to a human on the telephone!!), and we got a good deal sorted.

[maxwellb71]

Thanks Paul, much appreciated, and really nice to speak to a human, saved what would have been a very long drawn-out conversation over messaging each other.

[Adduxi]

Nice to hear such positive feedback !  Well done @Paul_DN 

[Carley_S]

Hi @maxwellb71 

Great to hear that Paul was able to get this fully resolved for you. 

I've made sure to pass this back to management to ensure they're aware of this for you. 

[HavencroftKev]

Great news, I'm pleased you got it sorted.

Just out of curiosity, were VM suggesting you'd accepted a contact on the higher price?