£50 refer a friend credit not applied to me or referring friend
So I got referred via the virgin media refer a friend page to receive £50 off my first bill. My friend filled out the details on the refer a friend webpage and I got an email. I clicked on the link in the email I received. I signed up to virgin via that link and chose my deal from there. I chose self install as I wanted to set it all up myself. This was free. My first bill got taken out of my account in full and I checked my virgin media account and there was no £50 on my account. I checked with my friend who also has not received any credit. I spoke to Ramesh on two occasions to try and resolve this. The first time the chat ended randomly before I could save it. The second time I spoke to him this is what happened. Before he ended the chat abruptly at 20:01. (funny how the option to save the chat vanishes once the conversation has been ended!) lol The first time I spoke to him he said I wasn't having any discount because there was no record on his end. So I spent a few hours discussing (arguing) with him and then chat randomly ended. The next day I checked my virgin media account and had been credited £30. He was trying to say that my self install cost me £20 (even though the deal I selected said it was free) and that is the rest of the £50 refer a friend credit. This happened today and my previous conversation with him was yesterday. This is how the conversation went:- ------------------------------------------------ 17:28:47ALEX HILL-TOMLINSON:Current Balance "-£30.00" [You're chatting with Ramesh.] 17:29:13ALEX HILL-TOMLINSON:Hi, I spoke to you yesterday regarding the £50 refer a friend 17:29:44Ramesh:Hi Alex, good afternoon. How can I help you about your refer a friend query? 17:30:09ALEX HILL-TOMLINSON:well. First of all i want to ask what the "current balance" part on my account means 17:30:15ALEX HILL-TOMLINSON:as it says -£30.00 17:30:38ALEX HILL-TOMLINSON:does that mean my balance is minus 30? Do i owe £30 17:30:58Ramesh:I'll be happy to look into this. 17:31:04Ramesh:Am I chatting with the registered Virgin Media account holder? 17:31:07ALEX HILL-TOMLINSON:yes 17:33:18Ramesh:Thanks for waiting, I can see that there is a credit balance of £30.00 on your account which will adjust on your next bill. 17:33:40ALEX HILL-TOMLINSON:Why have I been credited £30 17:35:58Ramesh:We've applied £30.00 credit to complete your £50.00 refer a friend credit as we've already applied £20.00 credit for free delivery service. 17:37:08ALEX HILL-TOMLINSON:why havent you applied £50 17:37:35Ramesh:We've applied total £50.00 credit on your account. 17:37:46ALEX HILL-TOMLINSON:no you havent its £30 17:37:51ALEX HILL-TOMLINSONn my account 17:38:42Ramesh:£20.00 applied for free installation and remaining £30.00 we've applied yesterday. 17:38:54Ramesh:The £20.00 adjusted on your 1st bill. 17:39:11Ramesh:Now there is a £30.00 credit which will adjust on your next bill. 17:39:43ALEX HILL-TOMLINSON:I did not have £20 added to my account at any time. it did not come off my first bill 17:39:54ALEX HILL-TOMLINSON:it states on the website "When your friend signs up to Virgin Media Cable services they will receive a £50 credit on their first bill. " 17:41:07Ramesh:Have you received installation credit (£20.00) on your 1st bill? 17:42:33ALEX HILL-TOMLINSON:you have access to my account. you know i have not received any credit off my first bill. i paid for two full months 17:44:08Rameshlease see your 1st bill breakdown below: 17:44:36Ramesh: 4/07/15 3/08/15 Broadband Size: L (Up to 33.29 4/07/15 3/08/15 Broadband L Discount 4.79- 4/07/15 Installation Credit 20.00- 4/07/15 Quickstart Self Install S 20.00 4/08/15 3/09/15 Broadband Size: L (Up to 33.29 4/08/15 3/09/15 Broadband L Discount 4.79- ------------------------------------------------------------------- Total: 57.00 17:45:20Ramesh:We've applied installation credit of £20.00 on your 1st bill to cancel quick start installation fee. 17:45:42ALEX HILL-TOMLINSON:I know. Because quick start installation is free 17:45:59ALEX HILL-TOMLINSON:I dont care about my installation. Thats got nothing to do with the refer a friend credit 17:46:04ALEX HILL-TOMLINSON:why hasnt it been applied 17:47:23Ramesh:Alex, we give £50.00 credit or free installation to our new customer. 17:47:54Ramesh:As you've received free installation with £20.00 credit we've applied £30.00 credit on your account. 17:48:10Ramesh:The remaining credit from the refer a friend credit. 17:48:35ALEX HILL-TOMLINSON:what department do you work in? 17:49:22Ramesh:I'm from web chat billing team. 17:49:53ALEX HILL-TOMLINSONK. Can I chat to someone in Customer Care. As they will know that I am correct 17:50:00ALEX HILL-TOMLINSON:The refer a friend £50 is separate from any free install offer which may be included in some deals. It is a £50 credit for both the referrer and referred to come off their respective bills 17:50:31ALEX HILL-TOMLINSON:this is not to offset an installation 17:53:14Ramesho you've any document that you were offered free installation separately? 17:54:09ALEX HILL-TOMLINSON:You dont send any documents and I dont need any. the person in Customer Care will know 17:56:22Ramesh:If you want to contact our customer care team, Please call our team on 0345 454 1111 (Option 1) or dial 150 for free from any Virgin Media phone line. They're available Monday to Sunday from 8 am to Midnight and they'll be happy to help. 17:56:47ALEX HILL-TOMLINSON:Can they put credit on my account 17:57:10ALEX HILL-TOMLINSON:If I dial 0345 454 1111 from a mobile will that cost me ? 17:57:24Ramesh:Yes 17:57:32ALEX HILL-TOMLINSON:then im not phoning anyone 17:57:55Rameshlease call on 150 free number. 17:58:53ALEX HILL-TOMLINSON:You need to credit my account with £50. As I am fully entitled to it. You can check with the Customer Care department of Virgin Media yourself to make sure that I am correct. 17:58:58ALEX HILL-TOMLINSON:there is supposed to be a credit on the account additional to any free install offer 18:01:16Ramesh:I'm sorry, as per our refer a friend policy, we give free installation (£49.95) or £50.00 credit to our new customer. 18:02:16ALEX HILL-TOMLINSON:no. you are incorrect. The policy youre referring to is out of date. Read the new one 18:03:55Ramesho you've any document/proof that you were offered free installation separately? 18:05:01ALEX HILL-TOMLINSON:I've already said I dont need any proof. The £50 refer a friend credit is additional to any free install offer 18:06:26Ramesh:No, there is no additional credit, if you want you can call our customer care team as get confirm from them. 18:07:43ALEX HILL-TOMLINSON:I am not paying for a phonecall on my mobile phone when I am chatting to someone working for the same company. You can contact customer care yourself and find out that £50 refer a friend credit is additional to any free installation 18:08:45Ramesh:As a web chat billing team, we're unable to make any outbound calls. 18:08:51Ramesh:I'm sorry. 18:09:11ALEX HILL-TOMLINSON:if its a call within the same company that is an internal call 18:10:34Ramesh:As a web chat billing team, we're unable to make any outbound/Inbound calls. 18:10:46ALEX HILL-TOMLINSON:lol 18:10:51ALEX HILL-TOMLINSONo you have office phones? 18:12:45Ramesh:Alex, I've given already given our team number above. 18:12:59Ramesh:If you want you can chat with our complaint team. 18:13:09Ramesh:To chat with our Complaints team, please visit: http://www.virginmedia.com/contact 18:13:17Rameshelect 'Make a complaint'. 18:13:51ALEX HILL-TOMLINSON:I don't want to make a complaint. I want you to apply the £50 credit on my account 18:14:01ALEX HILL-TOMLINSON:That's why I'm chatting to you 18:14:25Ramesh:Alex, I've given complaint team link to discuss with them not for making a complaint. 18:15:14ALEX HILL-TOMLINSON:But the complaint team deal with complaints. Can they apply credit on my account 18:15:49ALEX HILL-TOMLINSON:you work for the billing department and you can apply the £50 on my account. So I'm talking to you 18:16:29Ramesh:Yes, if require they'll apply any credit. 18:17:01ALEX HILL-TOMLINSON:credit is required and you won't apply it 18:17:03ALEX HILL-TOMLINSON:why 18:18:23Ramesh:As per policy we've given you £50.00 credit (£20 for installation and £30 applied yesterday). 18:18:59ALEX HILL-TOMLINSONo you have access to the most recent policy? Do you have a link to this policy you could send me? 18:19:14ALEX HILL-TOMLINSON:the £50 credit is nothing to do with installation 18:20:02Ramesh:We apply either free installation or £50.00 credit on our new customer account. 18:20:23ALEX HILL-TOMLINSONo you have access to the most recent policy? Do you have a link to this policy you could send me? 18:21:05ALEX HILL-TOMLINSON:You keep saying its policy. Yet on the website it does not say anything you have said 18:21:23Rameshlease see refer a friend policy details using link below: 18:21:26Ramesh:https://keepup.virginmedia.com/referafriend 18:22:00ALEX HILL-TOMLINSON:"refer them to Virgin Media and you'll both get £50 off your next bill." 18:22:29ALEX HILL-TOMLINSON:"When your friend signs up to Virgin Media Cable services they will receive a £50 credit on their first bill. " 18:23:11ALEX HILL-TOMLINSON:Where does it say anything in that "policy" about installation being including in the credit 18:27:11Ramesh:There is also no free installation for new customer. 18:27:47Ramesh:After that we've given free installation to you. 18:28:58ALEX HILL-TOMLINSON:yes there is 18:31:20Ramesh:No there is no offered free installation. 18:31:48ALEX HILL-TOMLINSON:There is 18:31:59ALEX HILL-TOMLINSON:create a new purchase 18:32:01ALEX HILL-TOMLINSON:and you will see 18:36:15ALEX HILL-TOMLINSON:? 18:38:54Ramesh:I'm sorry, I tried to create a new purchase but it not allow me to create a new purchase. 18:39:08ALEX HILL-TOMLINSON:give me the £50 credit 18:39:40ALEX HILL-TOMLINSON:I'm not happy. You are going to force me to put a complaint in? when i know what I am entitled to £50 AND free self install 18:40:49Ramesh:I'm sorry, unable to create a new purchase offer that means not £50.00 refer a friend credit and also free installation for new customer. 18:41:29Ramesh:As per our refer a friend policy we offer only £50.00 credit or free installation to our new customer. 18:41:33ALEX HILL-TOMLINSON:are you forcing me to make a complaint 18:41:38ALEX HILL-TOMLINSON:stop repeating yourself 18:41:47ALEX HILL-TOMLINSON:it doesnt say that in the policy 18:42:48Ramesh:I'm sorry, I'm unable to apply more credit on your account under refer a friend policy. 18:42:57ALEX HILL-TOMLINSON:yes you are 18:43:52Ramesh:I'm sorry, Alex. Please discuss this with our complaint team. 18:43:56ALEX HILL-TOMLINSON:follow this 18:43:57ALEX HILL-TOMLINSON:http://store.virginmedia.com/add-to-basket?productCodes=P103022 18:44:07ALEX HILL-TOMLINSON:create an order. you will see free installation 18:44:49ALEX HILL-TOMLINSON:which is entirely seperate from the refer a friend credit and either you already know this and you're just not willing to give me the credit or you are wrong 18:47:24Rameshlease give me a moment. 18:48:46ALEX HILL-TOMLINSONK give me a moment too 18:49:27Ramesh:Thanks for waiting, Alex. 18:50:08Ramesh:There is only written free quick start self installation not about the refer a friend credit. 18:51:04ALEX HILL-TOMLINSON:yes i know. because they are nothing to do with eachother 18:51:09ALEX HILL-TOMLINSON:they are seperate 18:51:23ALEX HILL-TOMLINSON:I may as well work for Virgin Media 18:54:25ALEX HILL-TOMLINSON:..... 18:55:32Ramesh:Alex, that is a different site, we're unable to apply total £50.00 credit on your account. 18:56:18ALEX HILL-TOMLINSON:virginmedia.com is a different site? What do you mean? please explain. I am an IT professional and I don't know what you mean 18:58:12Ramesh:That is a different site from refer a friend process. 18:58:30ALEX HILL-TOMLINSON:Yes I know. Because I clicked on the link in the email i received 18:59:17ALEX HILL-TOMLINSON:do you have a manager/supervisor I can chat to in the web chat billing team? 19:00:52Rameshlease give me a moment. 19:04:33Ramesh:Thanks for waiting, Alex. 19:05:09Ramesh:We're unable to transfer our chat to our manager please chat with our complaint team. 19:06:05ALEX HILL-TOMLINSON:but i dont want to speak to the complaints team 19:06:22ALEX HILL-TOMLINSON:i want my £50 credit 19:09:29Ramesh:We've already applied £50.00 credit on your account (£30.00 yesterday and £20.00 for quick start delivery). 19:10:36ALEX HILL-TOMLINSON:you keep on saying that but its not good enough. the quick start was free with my order. SEPERATE from my refer a friend credit 19:12:39Ramesh:Alex, it is not separate. We offer either free installation or £50.00 credit to our new customer under the refer a friend policy. 19:13:09ALEX HILL-TOMLINSON:you also keep saying that. it is seperate. check with your supervisor. it doesnt say that anywhere on the website 19:16:40Ramesh:No, Alex, it is not separate. We offer either free installation or £50.00 credit to our new customer under the refer a friend policy. 19:17:10ALEX HILL-TOMLINSON:where did you get this information 19:17:16ALEX HILL-TOMLINSON:can you email me the policy 19:18:29Ramesh:I've already given the link above. 19:18:53ALEX HILL-TOMLINSON:yes and it DOES NOT say that anywhere 19:21:21Rameshlease give me a moment, Alex. 19:22:06ALEX HILL-TOMLINSON:what for ? you're only going to tell me its in the "policy" 19:23:01Ramesh:Thanks for waiting, Alex. 19:23:30Ramesh:I've discussed this with my senior. 19:23:39Ramesh:I'll apply more £20 19:23:51ALEX HILL-TOMLINSON:will you do it now 19:24:12Ramesh:* I've applied more £20.00 credit on your account. 19:24:36ALEX HILL-TOMLINSON:no you havent 19:24:37Ramesh:You'll get total £50.00 credit on your next bill. 19:24:40ALEX HILL-TOMLINSON:its not on my account 19:25:05ALEX HILL-TOMLINSON: Current Balance -£30.00 19:26:36Ramesh:Yes, yesterday we've applied £30.00 credit and now I've applied £20.00 credit on your account. 19:27:00Ramesh:We've applied total £50.00 credit which will adjust on your next bill. 19:27:22ALEX HILL-TOMLINSON:It says Current Balance -£30.00 19:27:29ALEX HILL-TOMLINSON:so £30 will adjust on my next bill 19:27:35ALEX HILL-TOMLINSON:it has not gone onto my account 19:28:50Ramesh:Alex, there require maximum 24 hours to show the exact amount. 19:29:37ALEX HILL-TOMLINSON:can you show me where you have applied it to my account 19:30:14Ramesh:Alex, there is a different system to apply credit. 19:30:27Ramesh:You can save this chat as a proof. 19:30:47ALEX HILL-TOMLINSON:can you copy and paste where it says you have applied it 19:31:19Ramesh:Yes, yesterday we've applied £30.00 credit and now I've applied £20.00 credit on your account. 19:32:35ALEX HILL-TOMLINSONk but can you copy and paste that information from your screen and send it to me. 19:33:13Ramesh:Can you refresh your online account may be it is showing now. 19:35:07ALEX HILL-TOMLINSON:can you copy and paste it from your screen to me 19:35:10ALEX HILL-TOMLINSON:it is not showing 19:35:54Ramesh:Alex, please save this chat or take a printout as a proof that I've applied £20.00 credit on your account today. 19:36:14ALEX HILL-TOMLINSON:this is not proof that you have applied anything 19:36:18ALEX HILL-TOMLINSON:that is what im asking you for 19:36:20ALEX HILL-TOMLINSON:as it is not showing 19:39:01Ramesh:Alex, please see it showing (Total 50.00- ) credit on your account. 19:40:07ALEX HILL-TOMLINSON:it is not on my account 19:42:20Ramesh:You'll see this credit on your next bill and in 24 hours on your online account. 19:44:08ALEX HILL-TOMLINSON:It says £30 so £30 will be taken off the next bill 19:44:26ALEX HILL-TOMLINSON:can you copy and paste where it says £50 has been applied on your screen 19:45:05Ramesh:I've copy pasted that above in bracket. 19:45:33ALEX HILL-TOMLINSON:it just says total 50 19:45:40ALEX HILL-TOMLINSON:it is not showing on my account 19:46:03Ramesh:I'm sorry, I'm unable to show that to you. 19:46:04ALEX HILL-TOMLINSON:copy the whole thing 19:46:08ALEX HILL-TOMLINSON:why 19:46:33Rameshlease check tomorrow on your online account. 19:46:54ALEX HILL-TOMLINSON:no i am checking now 19:46:59ALEX HILL-TOMLINSON:its not on my account 19:48:33Ramesh: Please follow the steps given below to check the payment made. 1. Go to ''My Bill'' in My Virgin Media account and click on ''Overview'' 2. Click on ''Your Payment details'' to expand and here you will see the payment amount which you paid Then you need to click on make payment and here you will be able to see the exact amount which you are in credit now. 19:50:33Ramesh:Are you available for chat? 19:51:10ALEX HILL-TOMLINSON:yes 19:51:47ALEX HILL-TOMLINSON:i will show you what comes up when i follow the above instructions. 19:53:02Ramesh:Alex, are you there? 19:53:15ALEX HILL-TOMLINSON:yes 19:53:24ALEX HILL-TOMLINSONlease give me a moment. 19:54:08Ramesh:Alex, if it is not showing now then it will definitely show in a next 24 hours. 19:54:21ALEX HILL-TOMLINSON:when i follow your instructions 19:54:25ALEX HILL-TOMLINSON:this is what i get 19:54:27Rameshlease check after 24 hours. 19:54:28ALEX HILL-TOMLINSON:************* 19:54:47ALEX HILL-TOMLINSON:it doesnt show any credit. and my account has not been credited 19:55:21Ramesh:I'm sorry to hear this, if you want you've a word with our technical team. 19:55:35ALEX HILL-TOMLINSON:I dont want to speak to anyone else 19:55:40ALEX HILL-TOMLINSON:i want you to apply the credit 19:55:44ALEX HILL-TOMLINSON:so that it says £50 19:56:00Ramesh:I've already applied £20.00 credit on your account. 19:56:13ALEX HILL-TOMLINSON:no its not on there 19:56:53Ramesh:If you don't see this credit within next 24 hours or on your next bill. You can raise a complaint against me.
I've had a look at the account and can confirm that £50 credit in total has been added to the account.
I can also see that your delivery charge was added and credited on the same bill.
If you log into My Virgin Media here: http://virg.co/myVM and check your bill you will be able to see a Quickstart Delivery Charge and then in the refunds and adjustments section you will see a credit for that amount.
The £50 refer a friend credit will show on your next bill that's due to be generated.
Apologies for any confusion or inconvenience.
Kath_F Forum Team
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Re: £50 refer a friend credit not applied to me or referring friend
The exact same issue has happened to me and when I contact customer service which I have done multiple times they say I require proof. I have forwarded my confirmation email and VM customer service agrees that I have the refer a friend added to my joining order but they refuse to add the credit stating that I need the original email from my friend which I deleted long ago.I've provided my friends details but the implication is that I am somehow trying to swindle VM out of money which is infuriating given I only VM on the advice of my friend and have had nothing but problems since doing so.
Why bother making the offer if you then at a later stage deny it?