virgin media - are they right to stop a reoccuring credit of £17.50 without notice?

craighindle

hello there im with virgin media have been for some years, we was offered a 17.50 reoccuring credit over 2 years ago i believe my mother said as part of an attempt to stop us switching to bt, some months or a year later we had a broadband and phone bundle saving of £7 to £9 added onto account fully knowing of this existing credit and spoke to many staff since who knew of these credits, i then some month or two later was offered a credit for my broadband, basically getting double the speed for what i was paying, this went on for some months.

i then decided to take up internet billing as they said i could and i realised it had its advantages and saving, the other week i came to review these transactions and discovered they had taken this off my account without notice and charged us more money.

i wasnt happy so i telephoned them and they came out with its a 12 month deal, which i knew was incorrect, then i spoke to a manager who said basically we shouldnt of had this credit for so long so be thankful and that he wont charge us the underpaid money and that he could but the credit wont be reapplied.

i think the ethics of this are wrong as i entered into a verbal agreement which went on for 2 years or more which bipass this 12 month suggestion, he also agreed we should have been notified. but as it stands im affectively £75 short changed.

he offered us a £10 of £15 credit and tried to offered us a revised deal, which i felt was a buy out attempt so he can record us agreeing to, i didnt agree to this obviously as i dont believe they should stop something which went on for so long without notice.

im just wondering can they do this and if not what is the best approach to take?

regards

craig

hollydays

I think you need to write a letter of complaint,sent recorded delivery.You might want to put a question on the telephones and broadband board.