Missing Account Credit

[#1]

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

[#2]

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

[#3]

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

[#4]

Needs staff review then.

@LexLex2020  / @Marsh  / @Windings  / @Tina11192 

[#5]

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.
 

[#6]

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

[#7]

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

[#8]

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

[#9]

OK

[#10]

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

[#11]

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

[#12]

@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 ?

[#13]

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

[#14]

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.

[#15]

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

Chris S