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Here's a strange one with my Virgin Media account.
I called at the end of my contract to see if they could offer a better deal, and was offered a monthly contract at a good price. I mentally put that into my back pocket and asked to speak to the business team as that was the only way to get a static IP address. They couldn't come up with a sensible package and when I asked to be transferred back to the domestic team I was (accidentally?) hung up on.
I took a deep breath, called again and was offered a contract some seven pounds more than in the call an hour previously. I was told in turn that I was never offered the original amount, that the amount I was quoting was not available, that it was a business only deal and that whatever I was offered before would not be honoured.
I believe I used the words 'outrageous' and 'unacceptable', and after some background muttering was told that they would honour it by applying a manager's discount of £10 per month from the standard amount. This however would not be shown on any of the paperwork I would receive but I was not to worry, 'this happened all the time'. I asked for an email confirmation of the agreement but 'this was not available' - I expressed some doubt that Virgin Media did not have access to email but none was forthcoming.
As expected I was duly charged the larger amount, and submitted a complaint. After three months they apologised for the delay in responding and hoped that would be an end to the matter - there was no mention of the contents of my original complaint.
I then, with no expectation of success, lodged a complaint with CISAS and in fairly short order Virgin accepted my complaint, agreed to honour the original amount and credited me with the overpayments while the contract had been active. They also quietly upped my access speed too, which was a bonus.
I'm not sure what happened in the background but it looks like I rattled someone's cage.
I'll submit an SAR over the weekend to see what I can glean about any conversations that were had.
I called at the end of my contract to see if they could offer a better deal, and was offered a monthly contract at a good price. I mentally put that into my back pocket and asked to speak to the business team as that was the only way to get a static IP address. They couldn't come up with a sensible package and when I asked to be transferred back to the domestic team I was (accidentally?) hung up on.
I took a deep breath, called again and was offered a contract some seven pounds more than in the call an hour previously. I was told in turn that I was never offered the original amount, that the amount I was quoting was not available, that it was a business only deal and that whatever I was offered before would not be honoured.
I believe I used the words 'outrageous' and 'unacceptable', and after some background muttering was told that they would honour it by applying a manager's discount of £10 per month from the standard amount. This however would not be shown on any of the paperwork I would receive but I was not to worry, 'this happened all the time'. I asked for an email confirmation of the agreement but 'this was not available' - I expressed some doubt that Virgin Media did not have access to email but none was forthcoming.
As expected I was duly charged the larger amount, and submitted a complaint. After three months they apologised for the delay in responding and hoped that would be an end to the matter - there was no mention of the contents of my original complaint.
I then, with no expectation of success, lodged a complaint with CISAS and in fairly short order Virgin accepted my complaint, agreed to honour the original amount and credited me with the overpayments while the contract had been active. They also quietly upped my access speed too, which was a bonus.
I'm not sure what happened in the background but it looks like I rattled someone's cage.
I'll submit an SAR over the weekend to see what I can glean about any conversations that were had.
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