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Told I would not be charged for alteration. Charged and call not recorded! *VIRGIN*
tomtoms7
Posts: 2 Newbie
Hoping someone can give me some advice as this has been a bit of a mess.
In Full:
I was set up into a promotional deal 12 months ago which included Tivo and Broadband. 6 months along I moved house, new 12 month contract started but promotion kept under the idea that I could remove the promotion and drop down to broadband only. (I'm awaiting this call to be checked) I called up to check that this would be ok to do numerous times and was always told this will be fine (again, awaiting them to check these calls to confirm my claim) But the most annoying part is that the call I made to remove this package and drop down to broadband only was not recorded as was overseas. During this call I was told that it was arranged that I would lose my Tivo but keep the TV box to watch freeview only channels, and I would keep the price that I pay. I then called up today to change the date of my direct debit and told that I needed to pay for that month as we had passed the date. Fine by me only then did I discover the price was double what I usually pay. After a lengthy discussion with 2 departments am I now awaiting a call from the retentions manager to discuss the phone recordings.
My question to you, you wonderfully knowledgeable people is, what are my rights in terms of unrecorded phone conversations? How am I supposed to fight my side when I have no proof because Virgin do not record overseas conversations?
Many Thanks!
In Full:
I was set up into a promotional deal 12 months ago which included Tivo and Broadband. 6 months along I moved house, new 12 month contract started but promotion kept under the idea that I could remove the promotion and drop down to broadband only. (I'm awaiting this call to be checked) I called up to check that this would be ok to do numerous times and was always told this will be fine (again, awaiting them to check these calls to confirm my claim) But the most annoying part is that the call I made to remove this package and drop down to broadband only was not recorded as was overseas. During this call I was told that it was arranged that I would lose my Tivo but keep the TV box to watch freeview only channels, and I would keep the price that I pay. I then called up today to change the date of my direct debit and told that I needed to pay for that month as we had passed the date. Fine by me only then did I discover the price was double what I usually pay. After a lengthy discussion with 2 departments am I now awaiting a call from the retentions manager to discuss the phone recordings.
My question to you, you wonderfully knowledgeable people is, what are my rights in terms of unrecorded phone conversations? How am I supposed to fight my side when I have no proof because Virgin do not record overseas conversations?
Many Thanks!
0
Comments
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Record them yourself in future. At the moment its your word against theirs.0
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Thought that may be the case. Thanks for replying!0
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