My Referral Credit has gone?

[#1]

Hi Gandalf (PN Staff)

Until October 22nd last bill (still no bill yet with ongoing billing issues as last bill was 26/10/2018) with my 18 months contract has expired but my referral scheme of £67.50 credit has disappear back to £0? Why? My referral scheme was carried from October 2018 to October 2019 and lost all my £67.50 credit now. What is going on with my referral scheme? 54 weeks of £1.25 each week has disappear?

Not happy and quite shocked by this.

Referral Scheme

[#2]

I just found a new bill now was 23rd October 2019 but surprise no email of this bill notice.

I got confused by new bill say monthly charges £83.00?

Unlimited Fibre Extra was charged me 4 months of £20.99?

Line Rental was charged me 2 months of £18.99?

Outbalaning balance -£2.98

Got referral scheme addition £67.50 from £83.00 charge bill

My Unlimited Fibre Extra discount £12.98 was expired on 22/10/2019 from 22/04/2018

My Line Rental Saver was expired on 22/09/2019 from 22/10/2018

My offer deal haven't apply yet from question ticket on 23rd August 2019: https://www.plus.net/wizard/?p=view_question&id=193457816

[#3]

@goldenfibre,

So it looks like the bill suspend issue has been resolved hence the 4 months of subscription services being charged (the maximum we can charge and have chosen to charge). 

That said as you've rightly noted your discounts haven't been applied for those services, and we should absolutely be honouring the missed discount you should have/would have received if billing hadn't suspended. Then as you note there the referral problem. 

@Gandalf isn't in until Sunday, so tomorrow when I'm back in the office I'm going to spend my time working it out as best as I can. I'll send Anoush an email to work out what he thinks should be given/honoured and then we'll be back in touch, if that's okay. 

Obviously it's all a bit of a mess, so just bear with us.

[#4]

The  new billing system doesn't seem to generate an email if the account is in credit!

[#5]

Thanks @JOLO I will wait until Gandalf will sort it out for me.

[#6]

I also had a referral discount that has dissipated, and now shows as per the image in the origianl post on this thread

[#7]

Afternoon @goldenfibre 

I've just spent a bit of time working through this and added a reply onto your support ticket 195527831

Hi @pint 

I've checked your account and your referral(s) are still definitely showing as active and coming off your bills.

[#8]

@Gandalf Thanks for taking time to look at my bills. I have reply back to the support ticket 195527831

[#9]

No problem @goldenfibre, I'll check that out soon for you

[#10]

@Gandalf Could not add LRS as it wouldn't let me.

LRS

[#11]

@goldenfibre I added a reply onto your ticket about that around half an hour ago. 

Will pick up any further replies tomorrow. 

[#12]

@Gandalf yes I can see this ticket, just reply a minute ago.

[#13]

@Gandalf I have reply back to you an hour ago today.

[#14]

Thanks @goldenfibre I'll respond as soon as I can.

[#15]

@Gandalf I would like to say big thanks for sorted out my bill as it was such a mess up and confusion. Glad we both agree with the bill to be re-correct and thanks for all your hard work and time to sort it out. Glad to stay with Plusnet for another year. I have been with plusnet for a long while now back to ADSL2+ then FTTC, not sure how long I been with plusnet (probably 8 years now)

Lastly, a big thumb up to this guy Gandalf 10/10