Bill credit not applied

Hi,

I recently joined VM, initially as a broadband customer.  I then saw about the Stream box and went on chat.  I initially balked at the cost but the advisor offered to give me £40 bill credit to cover the cost of the activation and delivery of the Stream box.  I had confirmation of this in an e-mail with a 'complaint' reference (although I didn't actually complain!)

When I've received my bill, the £40 credit has not been applied.  I spoke to chat who then opened another complaint from me.  I've received an e-mail today to say the complaint has been closed, with a £40 bill credit.  I was then sent a 'new' bill but the bill was the same with no credit applied.  I've then looked on my virgin media to track this complaint and it said Resolved-customer agreed closure.  I haven't had any contact to agree to this.

Please can you help?