Virgin Media - Misleading Contract being charged more

Legacy_user

Hi,

I started a new contract with VM last year, I called their retention (as you do) to get a new offer, and I was told I would get an offer for £27 a month which was true for one month. However, the actual contract was £36 plus a £9 discount for being an existing customer so £27, however, me not realising this £9 was from the previous contract which was for 18 months, meaning it would expire one month after the new contract. However, the way they worded this on the contract was misleading as I thought this was a new £9 discount scheme starting from the new contract (you can see image attached).

so for the past 11 months I have been charged £36, when I really should be charged £27 IMO. December/January I couldn't deal with it as I was on holiday, after that they hardly responded to my letters and I only got one back now saying this offer of £36 is correct, but I think they way the contract was written in misleading, could I claim to ombudsman for this?

Buzby

You seem to think your tariff and contract are one and the same thing. They are not - the contract does not show pricing, as this usually changes annually, with the terms remaining the same. Only your minimum perm will change if you alter or amend services down the line.

I doubt any challenge will be successful, unless they do it as a gesture of goodwill.

System

Buzby wrote: »

You seem to think your tariff and contract are one and the same thing. They are not - the contract does not show pricing, as this usually changes annually, with the terms remaining the same. Only your minimum perm will change if you alter or amend services down the line.

I doubt any challenge will be successful, unless they do it as a gesture of goodwill.

I see your point - I mean it was a bit misleading specially the way it's structured in that letter. Anyway going to cancel now - got a letter saying their increasing their fees.