Virgin sent the wrong contract and now I am being overcharged

bexiiex

I set up virgin broadband for my student house in August and have recently got the first bill through. I bought the vivid 100 (with a free speed boost up to 200) student package as it seemed like a good deal. £40 a month rather than £43 a month on a 30 day rolling contract, and the 'one off flexi fee' didnt apply. All these things are stated on their website and I have a copy of my order confirmation which confirms all the above details.

Shortly after I received the confirmation email with my order reference and summary I was sent through an online contract which I believe I thoroughly checked over before signing. Apparently not.

Now the first bill has come though and not only have I been charged £45 a month, but I have also been charged the flexi fee. I spent a good 45 minutes on their online chat trying to sort it out and find out why I have been overcharged. Apparently it's in the contract that I signed and I have to pay £45 a month and the flexi fee, even though this is not what I bought and I have my order confirmation stating what I bought. I then spent another 45 minutes on the phone to customer services and they basically said there is nothing they can do, even though this is their mistake for sending me the wrong contract. Even though I mistakenly signed the wrong contract surely it's still their job to correct it as they sent me the wrong contract in the first place?

satchef1

"There's nothing we can do" - the favourite excuse of Virgin Media customer service.

https://www.resolver.com

File a complaint. The complaints team will be in touch.

I had a similar problem. I had a written quote for one price & had been charged something completely different. Customer Services were awful. Instead of "We're really sorry for that. We will credit your account with the money owed.", I was lambasted for not noticing the higher bills sooner, told that because of the timeframe they would be unable to credit my account, told that my written agreement was irrelevant, and that if the sales agent mis-sold me the product then I should take it up with him. As far as they were concerned, the price on the account was correct regardless of what was written on my Agreement, and I would not be receiving a refund.

I filed a complaint through Resolver. Got a call from VM's Complaints Team a few days later "We're really sorry for the mix up. We've credited your account with the money owed".

Their CS department are scummy. I've had to lodge three complaints through Resolver in a year. All three were non-ambiguous issues where the correct resolution was both obvious and simple. All three were solved quickly once front-line customer service were taken out of the picture.

bexiiex

Thanks for your reply and advice. After badmouthing them indirectly on Twitter I seemed to catch the attention of their social media team, who filed a complaint for me and sorted it all out. If I have any issues again i'm definitely not going to bother with their customer service team.