Referral discount calculation changed yet again!

[#1]

I've just had two months of referral payments at £6 when they are usually £4.50. I've not picked up any new referrals, so either this is my new correct amount and I'm just missing out on back payments or something else is going on.

[#2]

Is there no end to this?  This is the reply  #82903719

Quote

Thank you for getting in touch regarding your referral credits. Having checked this on your account we can advise that this has been set up correctly and this should be crediting your invoice on a monthly basis. We are however, aware that there is currently an issue with the broadband referral credits not being applied correctly and this issue has been raised with our development team and is under review under problem ID 75835. As this appears to be still effecting your account we ensure that these are added to this problem.

So basically I STILL have referrals that are getting zero,  but I STILL dont know when it will be sorted nor when I will be getting the MONTHLY amount for them....  nvm the back dated payments. 

[#3]

Hi Kitz,
Thanks for your time on time on the phone, I'll be in-touch with you for an update.

[#4]

Quote from: Scott

Kevin & David, just so you know I haven't forgotten about you! I still fully intend to provide the information I promised, it has just turned into a very busy week! Although tomorrow and Friday I should have time to look. Work still on-going with refunding people and think we are there identifying everyone with missing payments. I just need to trawl through the data and confirm it is all correct.

Hi Scott,
Not seen you on this thread for sometime - guess you got busy!! 
I'm still hoping for a response from you to my PM of a couple of months back.  Even though the "current" value fixes have been implemented, I am still seeing referral values which do not "add up" - e.g. £6.23 (or is it £6.49 - I'm seeing different figures on different pages - https://portal.plus.net/my.html?action=mydiscount_static_info&r_action=Current_Referrals&?membermenu... and the portal home page) against £6.60 being the sum of listed active tokens.
I await also with interest and update on the additional problems you identified and raised new reports for.
Kind regards,
Kevin

[#5]

Is anyone bothering with this issue any more?
I've just checked my 'current' referral value, it is £1.75 - the problem here is there is no referral token having a value of 25 pence on my account - they all 'report' to be 50 pence.  Something is still not right with the referral system.
Can we please have a full status report, that is a list / description of all open referral issues each with an estimated resolution date.
Thank you,
Kevin

[#6]

Hi Townman,
Your referral values look correct.
It's currently showing at £1.75 which is correct; you've a got value referral (£0.50) 2 talk anytime referrals (£1.00) and another value referral (pre April 2010 £0.25 link, this is showing to you as £0.50 but is paying the correct value of £0.25, something we're currently recently of.)
These have been the referrals that have been billed since your last bill was produced, this will keep tallying up until your next billing date.

[#7]

Hi Chris,
Thank you for the update... though my nudge (bump?) was intended to be in the direction of Scott who is (was?) looking at a whole host of referral issues.  Though the core of them were zero value tokens on some products I had raised other issues with him which he was investigating, had raised additional issues and had promised to come back to me on those issues and others raised via PM.  I have not had that reply.
Though the value of my referrals might well on inspection be correct, the fact that they differ from what the "my current referrals" page reports is an error which (ideally) needs fixing.  Showing one value and paying a different value is only going to create (at best) confusion, at worse the feeling that one is being short changed!
Add to that the fact that I cannot yet see the referral for the take over of my old business service does not inspire confidence in the transparency of the process, but I wait with baited breath to see what happens on that one.
Cheers,
Kevin

[#8]

I'm happy to pick that up if needed, I'll also ask Scott on it.
I've taken a look at your referrals and they look OK(apart from the value I mentioned yesterday), the referral for the take over of your old business service seems to be going through too, I think it's just that changes have been made and it hasn't yet got to your next billing date.
Send me a PM if you need to.

[#9]

Yet another month my referral discount is wrong. It's given as £2.99 (not possible) when it should be £3.50 as it was pre Oct 2013. I was told last month it had been fixed but it obviously not.

[#10]

I too continue to have problems with my referrals, dating back to July last year - ticket ref - 80764819. I have chased CS on a couple of occasions and keep getting advised this is an on-going problem that is being reviewed, but there is no timescale for it to be fixed. Some of the posts on this thread suggest it has now been sorted.
What is the position?
My current referrals continue to be incorrect and I have a number of months back claims which need to be corrected and credited to my referral account to bring my account up to date.
Please advise the current position with this problem and when it is likely to be sorted.

[#11]

We can't really give a timescale for it to be resolved fully unfortunately.
The latest is that we ran a clean up for all affected accounts to be refunded but we hit a couple of problems along the way - our Development Team are looking at this and we're due an update later this afternoon.
We'll pop an update on here when we have a further update.

[#12]

Quote from: Hustler

My current referrals continue to be incorrect and I have a number of months back claims which need to be corrected and credited to my referral account to bring my account up to date.

What's currently wrong with your referrals? Feel free to send me a PM if you need to.

[#13]

Chris,
Where has Scott vanished to?  We was doing a very good job of keeping us all informed on how things were progressing.  By the sounds of things there are still numerous gremlins in the referrals system - we had been lead to believe that the back-payment clean up would be a reasonably easy task delivered quite soon after the root cause of under / non-payment of certain referral products had been corrected.  What has gone wrong please?  More difficult than expected or other issues taking up the resources?
I asked Scott to look more closely at the referral values relating to BUSINESS services - that is the values reported on the referrals page and the referral value actually paid are not the same.  For reasons I cannot fathom VAT comes into play on the referral value of BUSINESS products, or at least in does in some cases but not others!  What I see makes neither logical, commercial or taxation sense.  I have a new business account referral taking both phone and broadband services.  Their first referral has been "posted" to my referrals page - each has a referral token value of £1, however the BB token pays out £1.20 (£1 +20% VAT) whilst the phone token pays out just £1.
One or the other of these is wrong, they cannot both be right; applying VAT rules to one - but not both or neither - is not logical.
Can we please have a full update on the known issues with the referral system and the plans to resolve them.
Thank you,
Kevin

[#14]

Scott's tied up with a few other things at the minute. I've spoken to him and he will be showing his face again once he has some free time.
The referral value you should receive as a business customer is as is shown on the business website should be the value you receive.
Your recent referral additions, one at a £1 and one at £1.20. both will be a £1 per month from now on, one of them is at £1.20 as this is for a full month plus a part month(so pro-rota) as the activation dates were different for the broadband and phone.
Regarding the back-payment, this was due to be rolled last week but we hit a snag when rolling it and this is under investigation why it failed. All of the data has been collated so we know what is due to each customer. Once I have an update on this(next week) I'll let you know.

[#15]

Quote from: Chris

The referral value you should receive as a business customer is as is shown on the business website should be the value you receive.

Hi Chris,
Thank you for the update / attempted clarification on the new referral values.  I think the correct referral value page for residential users (like me) making referrals is http://portal.plus.net/support/tools/referrals/referrals_discount_info.shtml?membermenu=referralvalu... which states (for some reason I cannot fathom) "Business referral values exclude VAT" which might apply to the new referral in question.
Scott has previously advised that VAT is added to referral tokens arising from business accounts irrespective of the status of the receiving account, not (somewhat more understandably) dependent upon the receiving account being a business account.  Previously he has used this to explain why the value of a referral I have received did not match the values shown in the user portal and indeed why the value shown on business BB referral page does not match that shown on the token value list.
20% does not match up with the part month duration - indeed I cannot work out exactly what has happened here, but may be that is a matter to be addressed elsewhere.  I (under my defunct business account) paid for service on that line / location through to termination date (26th March) however the new occupants took the service over on 18th March, but for some unclear reason the billing date for both BB and phone is the 27th of the month.  If I take your explanation at face value, only the BB has attracted part month adjustment and 18th - 26th is 9 inclusive days which is not 20% of 30 days - it is nearer 30%.
Sorry but the disillusioned cynic in me is more persuaded by the possibility that VAT has been applied to the BB business package and not the phone package.  However if your explanation is indeed correct and that going forward they will both be £1 per month, at least this will be consistent and even I could agree that not applying a VAT adjustment on these business products make sense.  If the practice of adding VAT is correct, then I conclude it should be added to both the BB and phone taken values and I claim 4 years non-payment of VAT on the business phone package I referred...
All that I ask is that the values shown on the referrals pages match the token values on the account referrals list and the value of tokens paid equals the token value times the number of tokens applied.  Simples?
Cheers,
Kevin