Can I have written record of a customer care conversation or agreement?

[Caesar Wong]

I choose Virgin Plus because of the provision for Leave of Absence. When I joined, the promise charge is $15 per month. As I proceeded on leave for 2026, Virgin Plus arbitrarily increased that to $19. Upon my rejection and conversation with Customer Service, Paul agreed to stick to the original agreed charge of $15. Would Virgin Plus send me a mail to confirm as discussed instead of having me to write to make a record ? 

[VirginPlusAntonie · Accepted solution]

Hey there @Caesar Wong , 

Welcome to the community and thanks for your post. 

I understand your frustration regarding price changes. While a price increase may be unwelcome, it's necessary to maintain the high-quality services you value and to provide our members with the latest technological advancements.

One thing to keep in mind is that the reduced cost rate plan for seasonal suspension is not directly tied to your service agreement and is subject to change when needed.

We invite you to review your full service agreement to learn more about your terms of service.

With this being said, we will be happy to have a closer look into it and I have sent you a private message with what we need to get started. 

Please check your Messages within your profile avatar in the top right corner.

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Thanks.