Impossible to join virgin media and get the correct price on my contract

[10jayshah]

I have been having amazing problems trying to get a contract sent out with the correct price, I have sent an email off to the ceo, and instead of typing out the whole problem again, I am pasting the part explaining the problem below:

I have been trying to sort out this issue for near on a month and have got nowhere. I feel this is my final attempt to get this sorted before returning to other service providers.

Firstly a bit of background, I am a new customer (not yet installed) hoping to join virgin media on their vip package (with asian mela pack) so will be paying near £112 a month for services. This has been my second attempt at joining virgin media. The first attempt was nearly 2 years ago, where as a result of no one turning up to install the service on three different attempts, I gave up and went back to sky.

I had hoped seeing as I have seen adverts for the improved service and factors such as tivo that I would try to join again. I called up your sales team and described the package that I had wanted (As above, vip + asian mela), and was told the price would be £120 a month discounted to £110 plus an additional discount of £30 for the first 6 months. I was also told I would receive a credit of £100 on my first bill. I thought that this was a good price so I agreed to sign up.

The problems started when I was sent my contract. The contract had a price of £120 a month with no mention of any discounts or credits. I called up customer services who argued with me for 20 minutes that the document I have was not my contract, after I managed to explain to the gentleman in India that it was my contract he said he would send out another contract with a detailed brake down and the discount showing.

I had thought that this would have solved the matter. I waited two weeks for the new updated contract and it has yet to arrive so I called up customer services again. This time I was told that they would again send out a new contract and that (as I has asked to speak to a manager) a manager would contact me.

It has now been 7 days and I have not had a call back from anyone.

This evening, I called up customer services for the final time and explained the situation. This time I was told three things that were quite interesting, firstly that they do not have the ability to set up a call back from anyone, seeing as they can only leave notes on my account, secondly that there is no way they can send a contract with the correct discouted price as their system cannot do that, and thirdly that a duplicate contract had only been sent out two days ago, nearly three weeks after I had requested it (again not with the correct price).

I have tried to explain to customer services time and again, that once I sign a contract that states I am to pay £120 a month for the first 18 months, that I am bound to this price and no matter how many times it says different on your system, I will have to. They do not seem to understand this concept.

I am quite appalled that as a prospective customer I cannot get a correct contract sent out to me with a full breakdown of what the costs and discounts are.

On a side note, the last gentleman I spoke to informed me this should be apparnt on my first bill and that I have 28 days to cancel from the date of the install, I had asked him how long it would take for a bill to get to me he said it would be 3 weeks, which leaves me 7 days to despute any incorrect charges, and if it takes you 3 weeks to send out a contract I may not even get my bill in time for the 28 day deadline.

My install is due on the 2nd of November, and I have given up trying to get help from your telephone support.