Referrals and service

[#1]

I have not been credited my referral payments for 2 months now.

When I ring nobody answers-- very poor customer service.

If they do ever answer ( very occasionally) I get fobbed off.

This has never happened before and I was always paid on time.

I have been a PN member for many years, but now I will have to reconsider when my contract ends

[#2]

I'm looking into this for you now.

EDIT: @BB Thanks for your patience.

I'll admit, I'm not entirely sure why your referral credits aren't being applied to your invoices.

So I've pointed the ticket on your account to our billing team to further investigate the problem as they should know more than I do in these matters.

[#3]

I got a reply from PN who said that because of discounts I would not get it until November perhaps

This cannot be right. If I refer people I should get automatically what is due to me without doubt.

I got no response regarding poor customer service.

I will definitely be going elsewhere when contract ends.

[#4]

Apologies that this wasn't explained clearly initially.

referral credits only apply against the broadband cost of your package. If you have a discount against your broadband that means the cost of the broadband side of the bill is less than the referrals, the credits would be accrued on the account and then sent out via cheque or direct debit refund, once the amount to £5.

Hypothetically, if your broadband package cost £14.99 and you had discounts of £13.99 making the cost £1, but each month were due £2 in referrals, these would simply be stored on the account until they totalled £5 or more and would then be sent out to you.

I hope this clears things up.

[#5]

I got a reply from Help Assistant but inadvertently closed it. She said I never got referral discounts before but my bill quotes

'' Reduction of subscription charges by the referral scheme'' I always got my payments without all this aggro.

[#6]

I still have not had any referral payments for 3 months.

I used to get my £2 every month like clockwork.

This system needs sorting so that that payments are made automatically whatever the situation may be.

[#7]

Harry has explained this very well with just a small omission of detail...

The deduction on your BROADBAND service arsing arising from your referral values is very clear to see.  What is not so clear to see is the accumulation of the balance of the referral values which exceed the cost of the broadband service each month.

The accumulated balance is paid into your bank account when it exceeds £5.

For illustration in my situation after paying my broadband charges my referrals exceed the charges by £3.51 each month.  Each alternate month I receive a payment of £7.02 direct to my bank.

Does this help to illuminate your situation?

[#8]

Not sure what arsing has to do with this but,

I did receive my referral discount every month without any problem.

Does nobody understand that? Nothing has changed my end?

[#9]

It looks like ever since you've gotten two discounts on your invoices, your referral credit hasn't been applied to the invoice.

Instead, we'll send you a refund when the credits build up to £5.

[#10]

Hurrah at last, somebody seems to know whats happening.

I will keep things crossed

Thanx

[#11]

No problems. At least we all know now a bit more how the referral system works.