[handyman]

The problem Ben is that Virgin have offered a product (20meg broadband) over a contracted period (12 months) at a set rate (£37 less £12 Discount = £25).

I fully understand that there is a large amount of inconsistent and badly applied discounts but the thing to do in this instance would be to read the account history, contact the customer and have a system where a manager could login and apply the £12 discount making sure it ended in September as agreed.

What also should happen is that the customer should be contacted 1 month prior to that discount being retracted and offered to keep the service at £37 or downgrade back to the price point they were at. After all they customer only wanted 4mb service in the first place.