Forum Discussion

nat123's avatar
nat123
Joining in
2 years ago

Rolling credit not being applied

I upgraded my BB package through the VM website a few weeks ago completed the order (and have all the relevant contract PDFs/order ref) which should have taken my monthly charge from £19 to £22. A week or two later the upgrade hasn't been applied, so after going through  WhatsApp the rep says he will "generate" a new contract for £30 and apply a rolling credit of £8 to honour the original price of £22. I have recieved an email with the updated contract an it says I'm being charged £30, with no mention of credit anywhere.

  • John_GS's avatar
    John_GS
    Forum Team
    2 years ago

    Hi nat123 

    Thanks for posting and welcome back to the community.

    Rolling credits will not appear on the contract, only the bills.

    I'll send you a PM though to discuss this further.

    Best wishes.

  • ashalah's avatar
    ashalah
    Joining in
    2 years ago

    Hi,

    I am facing a similar problem where my rolling credit of £55 a month is not still applied on my account. I took the contract out at £34 a month which was given by £55 month discount each month. However on my account it still shows the price of £89. I've called up a several times but always being told that it will get sorted out soon. However it still seems to not be updated on the account. Could you please help in getting this sorted out.

    Kind Regards,

    Ashala

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi ashalah 👋.

      Thanks for reaching out to us and welcome to the Community Forums. Apologies for the issues that you have been having with your package. We can certainly assist you, we would need to bring you in for a private message to discuss this and resolve. 

      Please look out for the envelope on the top right of your web browser or if you are using a mobile device, it will be located under your profile icon.
       

      Thanks.
       

      Sabrina

    • Sabrina_B's avatar
      Sabrina_B
      Forum Team
      2 years ago

      Hi ashalah 👋.

      Thank you for joining me in a private message and thanks for being so patient while we resolved your issue for you. Should you need us again in future, please do reach back out to us.

      Sabrina