Virgin Media Nightmare

misspuddleduck

Hi looking for some help. Very long story but here goes.

we have a contract with VM date clearly states ends 18 June 2020 and changes prior to this would result in penalties. Contacted them in June saying we were looking to move to BT. They told us we would have to pay £176, as our contract didn't end till December. Told them that was wrong contract on web page clearly states June. They said they have a contract showing December, they couldn't explain why this wasn't on website but told us we just have to a accept their word. Lots of correspondence but they wouldn't budge. Sent formal written complain on 18 June  received an acknowledgment on 24 July saying they would be in touch within 7 days but heard nothing further. Contacted them via Twitter yesterday, again lots of apologies. After a full morning of going and froing agreed changes to package, £56 a month for 18 months. 2 hours later emailed contract arrived £76 per month! Husband phoned more apologies and told £56 showing on system with a £20 credit due, assured amended contract would be sent and bill mended. No amended contract received but a bill for £40 higher than normal and no credit and based on £76 pm! We were paying £65 pm before renegotiating yesterday.  We are both vulnerable adults, my husbands 76 and I'm profoundly deaf. We're at a loss as to what to do, this has been months of being dismissed, told we need to accept what they say, told it's sorted and more mistakes. Any advice would be great 

JJ_Egan

Is the query about the New package ??

< We are both vulnerable adults>  You are registered with VM as such ??

[Deleted User]

Virgin Media told me they could not update the old out of date contract which was showing on my online account.

This is supposedly a 'Top Tier' tech company. Spoke to 3 different VirginMedia people over the course of a year, They couldn't do it, they couldn't update their own website. Quality.

If you have access to your online account, take a screenshot of the contract dates showing there and save it. If you can, try to corroborate this date with any paperwork you have, and/or bank statements showing the date at which payments started.

Speak to their customer services and highlight this information.

misspuddleduck

Thanks for the replies. After going round in circles for days and given different responses from everyone I located the names of the VM main board directors. Emailed them all and next morning a representative from the VM Executive Team contacted us. Assured my husband the contract price is £56 not £76 as showing on the website (still can't understand why they are unable to show the correct cost on our Contract) and she has 'corrected' our bill but again can update it on the website! She has emailed confirmation of all of the above.  It seems ridiculous a tec company can't update info on their own website 😳. Screenshots of contract taken and any issues we'll get contacting the Executive Team again. 

[Deleted User]

Glad to hear you're making headway! Don't let them grind you down!