How can Virgin Media refuse to send me a correct contract?

elach

I cancelled my VM account 10 days ago after they put the monthly cost up and I was unhappy with the 'deal' they offered of £41.99 per month. I then had a call from their 'Loyalty Team' 3 days later offering me the same package for £34.99 per month for 12 months, updated TV box and hub and no activation fee.

They have since sent me a residential service contract for £41.99 per month for 18 months with an activation fee, when I called they said the additional discount is on their system but they are not able to put it in writing. How can they expect me to be happy to sign an incorrect contract? How can the deal I agreed to be legally binding when my contract with the company is entirely different?

Anyone had similar experiences? Any advice?

visidigi

You should have the accurate offer in writing

Is it possible the correct contract is still in the post?

elach

No, when I spoke to them last week they said they would send me a contract showing the agreed deal, when I called them yesterday after receiving the wrong contract they said they were unable to put the details of the discount in a contract and I had a verbal agreement with them, which seems ridiculous for a major org to say. My real concern is they will renege on this in a few month (maybe sooner) and I won't have a leg to stand on. I had cancelled with them and was only offered this deal by their loyalty team but am being made to feel like I've done something underhand.

custardy

Its pretty much how the work.
You have X package but are given a loyalty discount of £x to make the price correct on a monthly basis.
Probably so they can add a % price increase on your contracted amount.

elach

How can they get away with refusing to put the actual agreed terms on a contract?

davidsuffolk

There are SO many posts on this forum about verbal offers being denied later on?

Why not either get it confirmed with a chat and then ask for the transcript or ask them to put it in an email?

Be nice to have some proof should you ever need it.

AndyPK

I asked for an email, but they said they would send a txt. The txt didn't give any details!

They are meant to be sending me an email and letter now I have accepted.

visidigi

custardy wrote: »

Its pretty much how the work.
You have X package but are given a loyalty discount of £x to make the price correct on a monthly basis.
Probably so they can add a % price increase on your contracted amount.

That's not true.

I've had an accurate contract for all discounts for the last three years, admittedly it sometimes took more than one attempt to get it but still, everything is in writing for me.

visidigi

AndyPK wrote: »

I asked for an email, but they said they would send a txt. The txt didn't give any details!

They are meant to be sending me an email and letter now I have accepted.

That's should take a couple of days if its still not right get them to make it right...

AndyPK

Well my letter arrived.

It was £18yr different from what I was expecting. I will forgive them for trying it on.

I rang up to see if I could get it adjusted. I was rather annoyed with the sales person who I spoke to this time. He said things like.

That piece of paper you received doesn't mean anything. You don't have to sign it or return it.
We won't hold you to that piece of paper. There is a £10 credit showing on your account which we can't put on the paper.
We won't hold you to that piece of paper.

These sort of statements annoyed me! So I told them to cancel and got a leaving date.

Silly of me to argue over £18 but when they lie like that!