Referrals not been paid

[#1]

Hi @uos

Thanks for getting in touch. I'm sorry that this has not been picked up as yet - I have chased this with our billing team for you and updated your open complaint ticket here.

Best wishes

Dave

[#2]

is there a number to call regarding this as notice its put on hold until Dec 19, so 4 months after i should have been paid!!

[#3]

Unfortunately any number you call, the adviser isn't likely to be able to do anything different.

The issue is being monitored by our billing team and they'll refund the accrued credit as soon as they can.

I'll check back and chase in a week's time instead of in 14 days.

Apologies for the delay in getting this sorted out.

[#4]

still havent heard anything. 4 months I havent been paid now, please sort this out asap

[#5]

Hi there, I can see that ticket 184665850 is with the right team to get that dealt with. Please avoid adding any further replies as that would lead to delays in it being picked up. 

[#6]

Gandalf said he was going to chase. How long is it going to take? 4 months is hardly acceptable really is it?

[#7]

Hello @uos,

We are sincerely sorry for the delay in getting this resolved for you and I can see that my colleague is personally monitoring this with our billing team to get this resolved.

I have spoken to him and he has sent an escalation in regards to this in hopes of speeding this up.

He will get back to you with an update as soon as we know more.

[#8]

seen the last msg which says no idea when this will ever get paid as problems with your system. Can you just pay them manually. Not sure you would be not happy if customers owed you from 5 months ago and no idea when they would bother paying you?

[#9]

Hi @uos,

I'm very sorry for the length of time that this is taking to resolve and that our billing team have been unable to provide a time frame. I've passed on feedback about this.

My colleague has taken ownership of this and will continue to liase with our billing team until all of your referral credits have been paid. Once this issue has been resolved, we can look into a gesture of goodwill for the inconvenience caused.

[#10]

Hi @uos
To post back on here and clarify things, due to your account type being a free one, these aren’t built in our new billing engine, so we can’t process any refunds through it for you  

By rights free accounts shouldn’t be paying out referral credits as per the changes in May/June 2017, but I understand in your particular case you’re on a very unique account type from an age ago.

As far as I’m aware the only way we’d be able to refund the accrued credits to you is via cheque, however this won’t update the account and would ultimately leave the account in credit, stacking up more and more as the months go on.

We’ve raised a change request to build the functionality into the system for us to manually clear a credit off an account, which doesn’t currently exist for any account.

Once this is completed, we should then be able to refund you the appropriate amount via cheque then write off that amount from your account. Unfortunately though there is no timeframe I can provide for this work to be carried out. 

I’ll however continue to monitor for updates.