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Order confirmation from Virgin via e-mail - is it legally binding/RESOLVED


scouserat
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On 4 March I made an order with Virgin for an offer that was on to tempt previous subscribers back. It was for the Big Kahuna Movies and Sports for ~£66 per month for 12 months. We received the order confirmation and everything was great until it was installed yesterday. Last night I noticed that the movies and sports channels were missing. We received a second e-mail stating the the price was £49 + line rental, but never thought any more of it as it came to ~£66 (I'm saying approx as my partner is currently asleep and I can't access her e-mail).

 

My partner rang up Virgin as the account was in her name and asked for them to be put on and was told that the price would now be rising to nigh on £85, but it would be discounted to £66. When I got home from work I had a look at the account and it's showing ~£85 so I rang Virgin. I stated that I had the a confirmation order e-mail, that included the sports and movies only to be told that "because it's not on paper it's not legally binding" and that they had no record of the request for Sky movies, despite it being part of the deal.

 

Is this true, and does anyone have an e-mail address for someone higher up the food chain than the call centre, because they were completely unhelpful at best.

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Just to report I've had success with this, although it came about due to a call to customer services about something else, and I happened to mention the issue.

 

If you make an order with Virgin, keep the confirmation e-mail they send you as they've stated they have to honour anything send to confirm your order. They asked me to forward the e-mail to them (NOT the usual customer service address) and I was told they'd call me back within 48 hours, but I actually had the call within an hour (which actually impressed me as I expected to have to chase them up). They're now adding a massive discount to the account so that everything balances out.

 

Could one of the mods please change the title of my thread to resolved please.

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Could be Virgin Media finally getting their act together.

Had similar success myself last week, Lowered my package after the price increase letter and just kept

the broadband 100mb for £23.50, was billed twice at £33.50 and £5.00 for none dd and £10 for late payment.

 

After over an hour on the phone to some guy at customer services who tried to work out the overpayment I received

a call next day and everything was sorted out, even took off £15 for the none dd and late payment.

New bill just arrived and its finally correct even showing my £10 loyalty discount.

 

George

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