virgin not honouring their cashback offer

gazz88

i was going to book holiday with virgin, online. seen that virgin credit cards offered 10% cashback when paying with that card. I rang the cust services because i couldnt find the terms and conditions, and told them i was looking to buy holiday online and would i qualify for this offer. They said yes.

2 weeks ago i was about to pay off holiday, i rang virgin credit card to ask how the money would be given back to me. he informed me that the offer had changed to 5%. i was not happy about this, however there was nothing to be done. He said i would get the money credited back onto my card but he will double check for me and ring me back in 48 hours.... 2 weeks later i am yet to receive a call.

I rang today to ask again when the money would be put into my account. they seemed to know nothing about this offer that i was told twice about. I found the offer on-line again and talked him through everything that was said, he then came back onto the phone and told me that i wasnt entitled to any cashback as it was a phone offer only. I have since checked online and found the terms and conditions (it wasnt easy) and it does state that it is a phone offer only.

I told him to check the notes because i had rang twice and both people told me i was entitled to it. he told me there were no notes regarding this. I then asked to speak to a supervisor and im on another 48 hour call back..... if they do not ring me back i will be ringing again.

What can i do about this please?

thank you

[Deleted User]

sadly 2 people at virgin got it wrong,no doubt they will be "re-programmed",whereas you wont get the cb

sistafromanothermista

That's not good. I bet if it was the other way around and they needed to prove you said something they'd have a recording.........:mad:

gazz88

I appealed with a formal letter and they got back to me saying they are looking into it. Fingers crossed

sharpy2010

Their phone operatives got it wrong. Made a mistake. Didn't do it on purpose.

For your silly little cashback, one or two people might lose their livelyhood.

callum9999

sharpy2010 wrote: »

Their phone operatives got it wrong. Made a mistake. Didn't do it on purpose.

For your silly little cashback, one or two people might lose their livelyhood.

Firstly, they will not get fired over this (at most it will be a warning).

Secondly, Virgin holidays aren't renowned for being cheap... That "silly little cashback" could easily be well over £100... Maybe that's not a big deal for you, but any normal person would be making a fuss over such an amount.

prowla

10% on a holiday doesn't seem like a "silly little cashback" amount.

The individuals within the company are irrelevant - the OP dealt with the company not them as individuals.

The OP rang and asked a specific question and was given a specific answer.

It appears that that answer was incorrect, so will Virgin (a) stick by the letter of the published offer or (b) stick by the advice given by customer services?

(Offers often have an E&OE type clause stated, and also that they may be withdrawn at any time.)

jonesMUFCforever

First of all check the terms of this offer.
Did it offer 10 per cent off any holiday or perhaps off a Virgin holiday over a certain price?