Virgin media have lied to me

Aroundinbubbles

I spoke with Virgin Media via whats app and the following happened. For information I am out of contract currently.

1   Came to light I am paying more than the standard out of contract price and so I have made a complaint as I felt it was unfair I was paying more than the standard price.  The adviser also made a complaint on my behalf but that reply came back by email stating billing corrected and no details.  My account shows no refunds or adjustments to the complaint.  I have not had a response to the complaint I submitted yet.

2   The adviser, after trying to sell me something I did not want, got back on track and offered me two deals I was interested in.  He said that he would save these for 5 days as I said I wanted to come back at a later date as I was upset about point one.  I asked if these could be saved for a month considering I was waiting in a whatsapp queue for them to help for 4 days so 5 days would not give me time.  He came back and said he could save them for 2 months.  

I whatsapped the following day and was again in the queue for 2 days after being cut off.  The new adviser said that she would not honor them as they were one time only offers and tried to sell me other unrelated deals and then eventually offering the same deals as the previous adviser but at a HIGHER price than I had been promised.  Her manager was never about and the conversation went on for about 7 hours with a long gap etc.  She put a complaint in and ended the chat.  Had an email that came back with a reply from her complaint that said something along the line about extra guidance will be given so this did not help, resolve or answer my questions.

I have this deal in writing and they will not honor it.  They are not listening to me.  What can I do as this has reduced me to tears as I currently have a cancer referral so I do not need this stress.  It is in writing so I know I have the Ombudsamn but I am hoping this can be resolved quickly.

SaverRate

You want to put your cancellation in then speak to outbound retentions on 020 3743 6947. They will offer the best deal/pricing

Neil_Jones

Aroundinbubbles said:

I spoke with Virgin Media via whats app and the following happened. For information I am out of contract currently.

1   Came to light I am paying more than the standard out of contract price and so I have made a complaint as I felt it was unfair I was paying more than the standard price.  The adviser also made a complaint on my behalf but that reply came back by email stating billing corrected and no details.  My account shows no refunds or adjustments to the complaint.  I have not had a response to the complaint I submitted yet.

2   The adviser, after trying to sell me something I did not want, got back on track and offered me two deals I was interested in.  He said that he would save these for 5 days as I said I wanted to come back at a later date as I was upset about point one.  I asked if these could be saved for a month considering I was waiting in a whatsapp queue for them to help for 4 days so 5 days would not give me time.  He came back and said he could save them for 2 months.  

I whatsapped the following day and was again in the queue for 2 days after being cut off.  The new adviser said that she would not honor them as they were one time only offers and tried to sell me other unrelated deals and then eventually offering the same deals as the previous adviser but at a HIGHER price than I had been promised.  Her manager was never about and the conversation went on for about 7 hours with a long gap etc.  She put a complaint in and ended the chat.  Had an email that came back with a reply from her complaint that said something along the line about extra guidance will be given so this did not help, resolve or answer my questions.

I have this deal in writing and they will not honor it.  They are not listening to me.  What can I do as this has reduced me to tears as I currently have a cancer referral so I do not need this stress.  It is in writing so I know I have the Ombudsamn but I am hoping this can be resolved quickly.

1) Sorry but its not Virgin's fault you were overpaying.  Maybe you should have noticed sooner.  If you get any retro credits consider yourself lucky because you won't be entitled to them.

2) A Whatsapp offer is not legally binding I believe.

3) As above, phone them up.

4) Re: Ombudsman - they won't be interested in the first instance you need to complain to Virgin first, get to deadlock (which may take up to 8 weeks), then you can go to Ombudsman. Or move provider.