Virgin Media disappointment - Advice?

newadult

Virgin media have failed multiple times to resolve my issue of matching my broadband contract online to the one I was quoted for over the phone. I recently followed the MSE tips for haggling with Virgin Media to upgrade my broadband contract for which a big discount was about to expire. I successfully haggled them to a better deal upgrading to M200 fibre broadband at the reduced quoted price of £29.50 a month for 18 months. The next day when the contract was emailed to me, it incorrectly showed £57 a month with no set duration. I called and online messaged Virgin multiple times since then to have the contract corrected, I was told repeatedly that this would be resolved in 24/48/72 hours or wait 1 week and this will be corrected and still it has not been resolved. I have now been sent the latest bill which disappointingly still is charging me the incorrect price of £57 plus a charge for upgrading the contract that I was not made aware of at the time.

Does anyone know how I can successfully get this issue resolved by having my contract and bill corrected? Or can advise about who to raise this complaint with next? 

FreddieM

I always say don't gamble unlesss you are prepared to lose. Based on that, 3 months ago I was in the same position as you, I was paying £25.50 per month. When I rang Virgin they said they were unable to move on the increase of my payments to £31.50. I said no problem, cancel my subscription as I can get a better deal of £24.50 from Sky, They said fair enough but they couldn't match it. Just 36 hours later I had actually started the order with Sky. One hour later I had a call from the retention team from Virgin!!! Mr W we don't want to lose you can we try and get you a better deal than Sky. He offered me a deal of £21.50 if I agreed to an 18 month contract.... What!! Yes please, so it sometimes does pay to challenge, especially as I'm now paying less than last year.. You have to tell you are leaving.       Good Luck

newadult

I'm happy with the package and price they offered me, my issue is they aren't sticking to the price they quoted. The problem is everytime I speak to Virgin Media on the phone or on the messaging service they say they'll fix the contract online or resolve the issue by paying credit back but never actually do it.
Who do I need to contact to actually get the contract corrected?

PennyForThem_2

Raise a formal complaint with vigin media and use subject access request to ask for the recording.

https://ico.org.uk/your-data-matters/your-right-to-get-copies-of-your-data/