Referral discount calculation changed yet again!

[#1]

Quote from: Dan

Hi Richchad, It looks like your due a refund of £2.25 from the missed referrals. I've also raised a new problem on this as N/A is a sign this hasn't been fixed. I've processed the refund for you which should be back in your account shortly.

Quote from: Richchad

Okay, thanks for that Dan, I'll wait to see if the N/A disappears sometime soon then.

Quote from: avatastic

Don't hold your breath!

Hmmm avatastic, looks like you were right...it seems to have gone very quiet...

[#2]

Hi guys, sorry for the delay on these.
@joncooper - I am unable to see any problems with your referrals at the moment. Are you ok to elaborate? Feel free to PM me.
@Richchad - Thanks for speaking with me today. I'm glad we've gotten to the bottom of your account. I've made sure that the £2.25 is on the way back to your account now as well.
If anyone's intrigued, his discounts exceeded the standard price of his broadband, so the remainder of his referrals are adding up ready to be sent back when the £5 is exceeded.
Matty

[#3]

Matty,
Something is still not right with this stuff!  Last month I was "paid out" on my "excess" referral credits.  As of today, my from page on the user portal reports...

Quote

Welcome to your Member Centre, Kevin Your referrals saved you £12.62 this month

https://portal.plus.net/my.html?action=mydiscount_static_info&r_action=Current_Referrals&?membermenu... states that my referral credit (which will be discounted from my bill) is £5.00
The details from that page are...

Username	Account type	Last Token	Value
Acct1	UK Anytime (24 Month Contract)	27/08/14	£1.00
Acct2	Unlimited Business Broadband	N/A	£1.00
Acct3	Plusnet Essentials	N/A	£0.50
Acct4	Talk Anytime	26/08/14	£0.50
Acct5	Talk Anytime	30/08/14	£0.50
Acct6	Plusnet Value	N/A	£0.50
Acct7	PlusNet Business Generic Services Product	N/A	£0.00
Acct8	Plusnet Value	N/A	£0.50
Acct9	Talk Anytime	30/08/14	£0.50
Acct10	Plusnet Essentials	N/A	£0.50
Acct11	Talk Anytime	09/09/14	£0.50
Acct12	Talk Mobile 1	20/09/14	£0.50
Acct13	Plusnet Unlimited	N/A	£0.75
Acct14	Plusnet Unlimited	N/A	£0.50
Acct15	Plusnet Value	N/A	£0.50

Note the TOTAL value of all tokens is £8.25 - the value of processed tokens to date for this month is £5.25 - neither of these figures match the figurers reported above.  Much is still wrong.

PS: I'm planning a first anniversary party for this thread next month... all are invited! 
Kevin

[#4]

Hi Kevin,
Thanks for your patience on this one, it required a bit of research on my side.
That notification you have received, has taken two different aspects into account:

• £5.99 has been discounted from your bill. This is the maximum we can refund, as that's the price of your broadband inclusive of retention discounts.


• £6.63 has been paid out from the excess credit

All in all this makes £12.62.
Based on what you can see, this should rise to £8.25. This is actually incorrect, due to a couple of problems that we have already raised.
The first issue, is that the accounts showing as Plusnet Value (6,8 and 15 on your post), state you that you will be receiving 50p discounts. These should be showing as 25p, as these were sold before 15th April 2010. I can refer to our referral archive where it reflects the correct prices: https://portal.plus.net/support/tools/referrals/referrals_archive.shtml.
The second issue - this one is a bit more in your favour - is that for the business account mentioned (number 2), we have been paying out £1.20, rather than £1. These have both been raised beforehand and we are working on a fix. Really sorry for the hassle this is causing, it's you guys who are being affected by this so it's something we'll press to resolve.
In summary:

• On the member centre, it shows that you're being paid out £8.25 a month


• You are actually being paid out £7.70 a month


• The correct value should actually be £7.50 a month

The page you refer to is showing that you will be deducted £5.00 at the moment. However, this is not the final conclusive amount. There are still some account's that haven't had their own bill generated since you were last billed. I fully expect this to rise before your next billing date to £7.70.
Hopefully this clears things up a little, and I apologise if at any point I have covered old ground.
I like to thank everyone for allowing me onto the referral train and I wish everyone a happy thread anniversary on Sunday.
Matty

[#5]

Matty,
I'm not specifically referencing my precise issues, rather seeking to show that a number of issues are still not resolved.  There is no clear list of residual known issues and no visible plans for resolution.
The information presented to users is unclear and inconsistent which at best leads to confusion, at worse leads to malcontent.  We have been promised weekly Wednesday updates on the resolution of issues. This seemed to have ended after running the last of the back payment corrections.
As for the business products - as noted before - they are inconsistent.  The referral values page states that business values are exclusive of VAT.  One product gets vat added the other does not, so the messages are unclear.
The thread anniversary is the end (28th) of next month, so there is still a chance to get this fixed within the year!  
Kevin

[#6]

I did have a feeling that I'd be covering old ground.
I'll have a look into seeing where we are with what's already been raised, and press for updates similar to a previous fashion.

Quote from: Townman

The thread anniversary is the end (28th) of next month, so there is still a chance to get this fixed within the year!

My mistake. I just love a good celebration. 
Matty

[#7]

Hi Linn K
I have had  no sign of the cheque for the amount we agreed. Can you confirm its been sent?
Thanks,
John

[#8]

Hi Dx7,
It seems that Lin  raised the required support ticket through to the billing team to authorise and request a cheque refund for you however it seems that this ticket was then closed by yourself via the portal around 51 minutes later. As such, the request never made it to the relevant team to have the refund actioned and the cheque despatched to you, given this, I'll now clone the information on the support ticket and raise this as a new request.
Full details of the support ticket in question can be seen http://=https://www.plus.net/wizard/?p=view_question&id=90121864here should you wish to review the details, the cheque should be out to you within the next 7-14 days.

[#9]

This is worrying

[#10]

Thanks for sorting this Adam.

[#11]

Not a problem,
The billing team were back in touch with me within the hour so a cheque should be making it's way to you as of yesterday (possibly today if it didn't make the post pick up last night) so I hope this will be OK for you?

[#12]

Sorry for late reply Adam, been incredibly busy over the last few days and not had time to pop on line to check this forum for your response.  Yes very happy and grateful for you doing your best to get it posted quickly - thanks again   

[#13]

hmmm.  still no sign of any cheque and nearly a week since it’s supposed to have been posted,  my guess is that it has not been sent.  As Plusnet has all my details, is it not possible to just have the amount I am owed paid directly into my bank account?
John

[#14]

Hi Dx7,
Sorry that it hasn't arrived yet, though it definitely has been sent.
It gets dispatched within 14 days from the date that the ticket was sent to you, so you may be waiting a little while longer.
My apologies for the inconvenience, hold tight.
Matty

[#15]

Quote from: Dx7

As Plusnet has all my details, is it not possible to just have the amount I am owed paid directly into my bank account?

Does that account have an active Direct Debit set up? AIUI direct payment can only be made by the current Plusnet accounting system when that is the case; otherwise it has to be a cheque.