topic Re: Missing Account Credit in My Account/Billing

Missing Account Credit

smurfster — Mon, 22 Sep 2025 09:21:04 GMT

Hi,

I renewed early over the phone for two more years (13/8) and was offered an account credit as I was pushing for an incentive due to some lower cost offers elsewhere / to new customers.

I've so far not seen this appear on a bill. Could somebody confirmn this is in the pipeline somewhere - or let me know a better way to raise this query.

Thanks

Re: Missing Account Credit

Townman — Tue, 23 Sep 2025 12:18:11 GMT

Credits on accounts are 'shown' / 'added' on the following billing cycle.

Re: Missing Account Credit

smurfster — Tue, 23 Sep 2025 13:38:30 GMT

Sure, but I've had two bills since. The first might have been too late but the second (this week) too?

Re: Missing Account Credit

Townman — Tue, 23 Sep 2025 13:44:57 GMT

Needs staff review then.

@LexLex2020 / @Marsh / @Windings / @Tina11192

Re: Missing Account Credit

Marsh — Tue, 23 Sep 2025 16:16:07 GMT

Heya @smurfster!

I would need to take a look at this a bit further, as to when it comes to renewals, we don't offer an account credit as an incentive for a renewal deal so I have raised a request so the call can be listened to once I have an outcome of the call I will be in touch once I have an update.

Re: Missing Account Credit

smurfster — Wed, 24 Sep 2025 06:00:16 GMT

Sure. The call was handled "up north" in EE land. The lady spoke to her manager before it was agreed as a simpler alternative to a reward card

Re: Missing Account Credit

jab1 — Wed, 24 Sep 2025 06:21:21 GMT

@smurfster Which number did you call to get this 'credit'? As @Marsh said, PN do not offer 'account credits' as sweeteners, they never have.

Re: Missing Account Credit

smurfster — Wed, 24 Sep 2025 07:08:50 GMT

The standard 9123 contact number per plusnet web site. And the call was 30 minutrs 35secs long due to needing to get approval. Suggest this now be done via DMs And let the call recording be checked because whilst I agree about sweeteners, there was an agreement on record to stop me switching to Vodafone

Re: Missing Account Credit

jab1 — Wed, 24 Sep 2025 07:11:17 GMT

Re: Missing Account Credit

smurfster — Mon, 06 Oct 2025 18:48:48 GMT

Hi @Marsh ,
Any chance of an update on this?
Cheers
Steve

Re: Missing Account Credit

Chris_S — Tue, 07 Oct 2025 08:49:15 GMT

Hi @smurfster

It's great news to hear that you've renewed for another two years.

If your bill was produced before the credit was added, you'll see the credit appear on the next bill that is produced.

I'd recommend contacting us so that a guide can review your account and provide you with some clarity.

Chris S

Re: Missing Account Credit

jab1 — Tue, 07 Oct 2025 09:07:07 GMT

@Chris_S Welcome to the forums. Unfortunately, I don't think you appreciate the OPs situation - it appears they were offered an 'account credit as an inducement to remain with PN. To the best of my knowledge - and I've been here a long time - that is not a Plusnet policy option and probably not even a possibility.

@Marsh is supposed to be reviewing the phone conversation in which this 'offer' was made, but said review appears to have stalled.

Calling first line support will achieve nothing, as they will not be able to help - this needs experienced staff attention.

@James_B ?

Re: Missing Account Credit

Chris_S — Tue, 07 Oct 2025 09:11:11 GMT

Thanks for your feedback @jab1

I'd still recommend @smurfster contact's a guide so that they can get access to the account and give them more information.

Chris S

Re: Missing Account Credit

jab1 — Tue, 07 Oct 2025 09:20:56 GMT

Sorry, @Chris_S , but as this is an unusual issue, first-line support will not be able to help - as said previously, it requires experienced staff intervention.

Re: Missing Account Credit

Chris_S — Tue, 07 Oct 2025 09:36:17 GMT

I'll send you over a DM @smurfster then I'll get this one escalated for you.

Chris S

Re: Missing Account Credit

Townman — Tue, 07 Oct 2025 09:49:18 GMT

@Chris_S wrote:

Thanks for your feedback @jab1

I'd still recommend @smurfster contact's a guide so that they can get access to the account and give them more information.

Chris S

Hi @Chris_S ,

Reading the thread history, it is clear that the OP has been through that loop and in this space needs the enhanced help of forum team members, not signing posting to where they have already been. This case was in flight for a more in depth review with the previous forum support team.

Your response hints at the possibility that you do not have access to essential Plusnet business / CRM systems to deliver the role here in the same manner it has always been delivered previously. Is that a fair reflection?

@James_B - for your radar.

Re: Missing Account Credit

Chris_S — Tue, 07 Oct 2025 10:04:18 GMT

Although we don't have access to Plusnet systems @Townman I can pass details on to a manager to arrange a call back.

Chris S

Re: Missing Account Credit

smurfster — Tue, 07 Oct 2025 17:39:33 GMT

Hey folks, my greatest concern now as per DM sent (with required details) , is just how long the call recording will exist for. Its been nearly two months.

Im actually unsure what a callback from a manager/supervisor will achieve to be honest as Im only going to repeat myself but nevertheless happy to take the call.

The recording needs reviewing (13/8 - 11:35 onwards from my mobile ending 5959 as provided via DM) - and if the EE lady and her manager who dealt with me (up in Scotland where calls were bursting I guess) , were in the wrong then of course that not my issue.

Cheers

Steve

Re: Missing Account Credit

Chris_S — Wed, 08 Oct 2025 09:39:04 GMT

Hi @smurfster

After listening to the call, a manager has confirmed that you were offered a credit.

I'll send another PM over to you with the exact details of that call, so keep an eye out for a new message in your Plusnet community inbox.

Chris S

Re: Missing Account Credit

smurfster — Wed, 08 Oct 2025 09:50:23 GMT

Many thanks folks. Appreciated as I know this is not standard, and they probably put their EE hats on 😉