Virgin Media promised bill credit on phone call and won't honour it

85_East

canadian_turtle said:

Aylesbury_Duck said:

You could cancel the contract.  They might then offer the credit.  

Thanks, from the way the second person talked about it it's "impossible" for them to apply two offers, and apparently the monthly price I was given is already an offer. I'm just so frustrated that they can make promises (multiple times as I kept double checking) and then not honour them? The problem is that I will still need Internet so even if I cancel I'd have to go through it all again as they seem the best option for my area >.< 

It's not impossible for them to apply two promotional discounts at the same time- I've had it applied previously.
In your position I would- 
1. Make a subject access request to get hold of copies of call data, transcripts etc- https://www.virginmedia.com/help/dsar-faq so that you have a record
2. If you are within the 14 days cooling off period I'd call them to cancel the contract. You may find that they are mysteriously able apply two discounts if you tell them you are leaving/cancelling. 
3. Submit a formal complaint using their online form. 

Dazzydk75

Are you absolutely sure the £85 was for account credit? It just seems a strange figure, that's all. Also, £85 is the discounted price for VMs Ultimate Volt package with O2 sim. I know because I took up this offer myself. They use various sweeteners to get you to sign up and mine was account credit but it was for £200, not £85. I'm not saying that this is the case but maybe, if you've misunderstood or incorrectly recalled the offer you saw, then this could be why you are having trouble claiming it from them. 

And I'll echo previous comments. The actual service level with VM has been really good. Customer services not always so! And I have to deal with them next month as my contract is coming to an end which will see a big spike (more than double!) in what I'm paying now so I need to negotiate a better deal! 

canadian_turtle

Dazzydk75 said:

Are you absolutely sure the £85 was for account credit? It just seems a strange figure, that's all. Also, £85 is the discounted price for VMs Ultimate Volt package with O2 sim. I know because I took up this offer myself. They use various sweeteners to get you to sign up and mine was account credit but it was for £200, not £85. I'm not saying that this is the case but maybe, if you've misunderstood or incorrectly recalled the offer you saw, then this could be why you are having trouble claiming it from them. 

And I'll echo previous comments. The actual service level with VM has been really good. Customer services not always so! And I have to deal with them next month as my contract is coming to an end which will see a big spike (more than double!) in what I'm paying now so I need to negotiate a better deal! 

I'm absolutely sure, it's an offer running on Uswitch right now too – and I have screenshots and everything. That said, I got so frustrated of the lies that I don't trust them going forward so I've actually cancelled the order now and signed up elsewhere. While going through cancellations they could magically offer me £50 bill credit but at that point I'd already decided to leave and had signed up somewhere else. 

Good luck getting a better deal next month!

canadian_turtle

85_East said:

canadian_turtle said:

Aylesbury_Duck said:

You could cancel the contract.  They might then offer the credit.  

Thanks, from the way the second person talked about it it's "impossible" for them to apply two offers, and apparently the monthly price I was given is already an offer. I'm just so frustrated that they can make promises (multiple times as I kept double checking) and then not honour them? The problem is that I will still need Internet so even if I cancel I'd have to go through it all again as they seem the best option for my area >.< 

It's not impossible for them to apply two promotional discounts at the same time- I've had it applied previously.
In your position I would- 
1. Make a subject access request to get hold of copies of call data, transcripts etc- https://www.virginmedia.com/help/dsar-faq so that you have a record
2. If you are within the 14 days cooling off period I'd call them to cancel the contract. You may find that they are mysteriously able apply two discounts if you tell them you are leaving/cancelling. 
3. Submit a formal complaint using their online form. 

Thank you, such helpful clear steps to take! I actually ended up cancelling, but saving this for future reference, if I need it.