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Referral Credit

smartypants
Dabbler
Posts: 10
Thanks: 1
Registered: ‎15-11-2020

Referral Credit

Hello,

 

My bill every month is getting more and more into credit, that is, my bill this month was -£154.03.

Each month my plusnet monthly charges are £31.99, whereas my referral credits earn me 

£37.05. I've been earning referral credits for some years. I noticed some time back plusnet changed the way they pay credits.

I used to get a smaller bill each month to pay, but then received a credit into my back account from the remaining referral credits.

Plusnet have changed this system it seems. I now get no monthly bill to pay as such, but nor do I get any money credited to my account.

I tried contacting plusnet via telephone and it was a painful experience trying to talk to anyone that actually understood.

They tried to tell me that my monthly referral credits write off my monthly charges from plusnet, I am therefore not due anything back.

I tried to explain that my last bill is -£154.03 and my next bill be be approx -£159.09, and that's because I'm earning money every month, more than my charges, so I should be due something back. 

 

Apparently not, according to them.

 

 

 

 

.

6 REPLIES 6
MisterW
Superuser
Superuser
Posts: 11,154
Thanks: 3,427
Fixes: 260
Registered: ‎30-07-2007

Re: Referral Credit

@smartypants you could try referring(sic) them to their own information on the website here https://www.plus.net/help/my-account/earn-money-with-referrals/

the relevant section is 'how do I get my reward' 

If your referral credits exceed the charges you owe, any remaining credit balance will be applied to any subsequent charges you incur for the services we provide. However, if your credit balance continues to accrue then, once it reaches £50 or over, you can contact us and we’ll pay you the referral credit balance directly. The refund will normally be paid using the current payment method on your account, or by cheque if you don't have any payment details.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

smartypants
Dabbler
Posts: 10
Thanks: 1
Registered: ‎15-11-2020

Re: Referral Credit

Thanks.

I did reference that in my discussion. But both the representative and her supervisor just didn't understand the referral credit situation. They kept repeating that I'm not due anything back and I kept telling them to check their own policy. I also asked them how my negative balance could be increasing every month if I aren't in credit. They just did not understand.

At one point they were asking me how many referrals I have on my account, I said don't you know!
That was supposed to be the billing department so God help me.
MisterW
Superuser
Superuser
Posts: 11,154
Thanks: 3,427
Fixes: 260
Registered: ‎30-07-2007

Re: Referral Credit

Hopefully one of the Plusnet help team will see this thread and apply some sense.

They are a little stretched at the moment but if there's no response in a day or two I'll try escalating the Post to attract further attention.

Superusers are not staff, but they do have a direct line of communication into the business in order to raise issues, concerns and feedback from the community.

smartypants
Dabbler
Posts: 10
Thanks: 1
Registered: ‎15-11-2020

Re: Referral Credit

Thanks MisterW
Gandalf
Plusnet Help Team
Plusnet Help Team
Posts: 25,269
Thanks: 9,196
Fixes: 1,478
Registered: ‎21-04-2017

Re: Referral Credit

Thanks for your post @smartypants 

I'm sorry for the issues you've had getting your accrued referral credits refunded. I've raised a ticket https://www.plus.net/wizard/?p=view_question&id=208425578 to our backend billing team which should be picked up within 3 to 5 working days and the negative balance refunded to your bank after.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
smartypants
Dabbler
Posts: 10
Thanks: 1
Registered: ‎15-11-2020

Re: Referral Credit

Ok cheers