Just had a telephone call from VM some half hour ago.
The lady I spoke with said she had checked the file and had found that a discount for 6 months had been applied in respect of the problems I was having, I said that last week I had a letter stating it was one month.
She said that if it had been 12 months then a new contract would have been required, that no 12 month discount would have been offered without a new contract.
I replied that at no point in our conversation was a new contract mentioned, and that the adviser had clearly said the discount was for 12 months.
So looks like its to ofcom to see if they can clear up the mess, because frankly I am not impressed with the constant different stories from VM.
Here is my reply to them I sent:
Sir/madam,
With regard the above complaint reference number and telephone call from virgin media today 30th march 2008.
The adviser informed me that checking through the file there was a 6 month discount placed on the account in respect of the broadband, and that if it had been a 12 month offer it would have required a new 12 month contract between myself and virgin media.
Firstly, the quote of six months seems to have changed from what I was initially told last week
quote : Thank you for your e-mail dated 23 March 2008 regarding your enquiry
into the letter received about your monthly service charges. I am sorry
that you have had cause to write to us about this.
Having checked your account I can confirm that the letter is correct.
On 17 September 2007 a discount was applied to your account for £12.00.
This was applied as a one month gesture, however this has continued
until March 2008, our audit team have noticed this error and removed the
discount. The correct monthly charge is now £37.00 for 20mb broadband.
This may not be the resolution you were hoping for, but can assure you
our information is now correct.
If you have further queries regarding this matter or any other issue,
please use the link provided below:
www.virginmedia.com/contact end quote
As I have previously stated, I destinctly heard the adviser whom I was talking to at the time state 12 months, admittedly it was only towards the end of the conversation that I remembered to ask how long the offer was for, and he said 12 months, not one month or six months as it now seems, nor was there a new 12 month contract mentioned.
What I wanted was the offer I was given in the first place, which would mean that in september I am given the choice of keeping and paying for 20mb or downgrading to a cheaper speed.
Seeing as following todays call from virgin media that you are not willing to do that then I will now contact ofcom to lodge a formal complaint with them.
I would have preferred to have had this settled in a civil way but I am left with little choice now.
Yours sincerely,
Virgin media cannot be trusted, I will now contact ofcom because basically I've come to the end of the road with vm's complaint system, their words not mine, I asked for the complaint to be escalated, she informed me it had, so now its upto ofcom.
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