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Originally Posted by dgr1577
again, this is not right, I wasn't put on a new 12 month contract when I switched to the 3 for £30 deal. Why should you be? you are only switching your subscription levels and not trying to cancel anything. Your original contract doesnt state anywhere that you have to remain at a certain subscription level for the duration or incur a new contract. Dont take their crap, they'll try and take the mickey for as long as they can get away with it.
If they advertise a service on an official document(tariff guide), with no special conditions attached in writing(new customers only, new subscription required etc) then they have to honour it or else its false advertising. They will try their best not to honour it(especially if you are an existing customer) but if you stick to your guns then you should get what you are after. After all , you are the paying customer.
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I used to work in Retentions.
I don't know how it is done now as the department has moved. When I did it, we didn't insist on a new 12 month contract, however if someone was offered a monthly discount, if they then cancelled while that discount was still running, all of the discount so far given would be claimed back on the final bill.
So if someone was offered £10 off a month for a year, and cancelled after 8 months we'd claim back £80.
Some discounts are only for three or six months so obviously if cancelling outside of that time period there wasn't a problem.