Referrals not been paid

[#1]

My referrals haven't been paid since August. Have tried to contact customers services twice and spent hours on phone trying to get through but were not able to help. One gave me email address of [email address removed] but when I send an email says mailbox is full! Please put me in right direction as this is becoming a joke!

Moderator's note by Mike (Mav): Email address removed at request of staff.

[#2]

Hi @uos

Perhaps you should look at Accounts & Billing as it is mentioned there numerous of times.

[#3]

thanks. in that thread finally found somewhere i can actually submit a support ticket! 

[#4]

@uos,

This has been passed onto the business support team to look into for you. The business team deal with all partner accounts (and yours is listed as one of the partner service accounts). Normally these have a dedicated team that you would deal with.

The mailbox is not full, but one of the staff members who is subscribed to it might have a full mailbox, particularly if they're off work. If this is the case it you will get a bounce back. Never the less if you've emailed the service delivery team will pick this up for you (and as I noted it's already been flagged to them). 

Your referrals are dealt with differently to normal residential/business type accounts, and if I'm being honest (after spending many, many years as part of the business support department) your account is a rarity of the likes I haven't actually seen before. None of the staff here will be able to help, the residential support will not have a clue. You will have to wait for a response from the business team and the service delivery team. 

[#5]

Moderator's note:

Thread moved from Feedback to Business for better visilbility.

[#6]

How long will the response take as havent heard anything. This is payment back from August. We got a reference number is: 183616144.

[#7]

Hi @uos 

I've chased this and asked for the relevant people to be made aware again. 

As this is a Partner account, there is dedicated support channels, which are manned by specialist agents - therefore support over Community may be a sparse (sorry about that). 

I would suggest contacting through your normal phone number so you get to somebody who can assist you straight away. 

Having said this, I have looked at your account briefly and can see that a referral is included on your Sept. bill. Are you not able to see this? 

Thanks, 

MoR

[#8]

The only number we have is the normal standard customer services number which apart from taking at least 30 minutes to get through no one knows about it so it there another number to call?

It shows the referral payments in the system but nothing ever gets paid into back account and the emails have stopped which advised how much was going in. Last Email (Email ref: E0420) was from 23 Aug with a due payment of £119.13. Nothing since then, it was mentioned that the billing system was changed in September so presume that it the problem

[#9]

Not in the office now to check your account but if you have more referral credit than your monthly bill which means we’d need to refund the amount back to your bank account, we don’t do this automatically anymore unfortunately.

The accrued referral credits will sit on the account until we manually refund it which can only be done by our billing team and needs to be requested.

Will be happy to take a closer look next week.

[#10]

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@Gandalf wrote:
.........  if you have more referral credit than your monthly bill which means we’d need to refund the amount back to your bank account, we don’t do this automatically anymore unfortunately.

But surely in the case of a Partner business account this is most likely?  Does the change to not automatically pay the earned referall fee broach parts of the Partnership agreement?

The accrued referral credits will sit on the account until we manually refund it which can only be done by our billing team and needs to be requested. .

Crazy in a B2B environment.

[#11]

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@Gandalf wrote:
Not in the office now to check your account but if you have more referral credit than your monthly bill which means we’d need to refund the amount back to your bank account, we don’t do this automatically anymore unfortunately.

The accrued referral credits will sit on the account until we manually refund it which can only be done by our billing team and needs to be requested.

Will be happy to take a closer look next week.

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Yes if you can have a look for us as money owed goes back to August now

Thanks

[#12]

Sorry for the delayed response.

I've emailed a few colleagues regarding the process and I'll update this thread when I hear back.

[#13]

Thanks for waiting.

OK so it doesn't look like you actually have a partner account, and I'm sorry for the confusion caused.

From what I've found out, you were moved on to this free account many moons ago, so we can continue to pay out referral credits to you. When we stopped paying out the credits on non-broadband accounts in May 2017, it looks like this account type was missed and as a result the credits kept being paid out until when we switched off the automatic refunds of referral credits a few days before the 1st September.

Unfortunately this simply means that any referral credits accrued greater than the monthly subscription value won't be refunded back automatically anymore. The accrued credits will need to be requested to be refunded once they hit £50.

Regarding the credit from August, I've raised this with our billing team via this ticket to refund it.

Moving forward, if you have a broadband account I'll be happy to look to move your referrals to that account for you, which is what we offered back in May last year.

If you'd like to go ahead, please could you update your ticket Here with the username, giving me a nudge over here once you've done so and I'll be happy to pick it up.

Apologies for any inconvenience and disappointment this causes.

[#14]

have replied on ticket. Also should be a payment for Sept and Oct now too

[#15]

Thanks, I'll take a look for you now