£50 student bill credit missing

[rp720]

Signed up to Virgin's student broadband using my university email address, and they sent me an offer of a £50 bill credit for my first bill, which i accessed through a link sent in the email. Come to find out that there is no credit showing up on my account at all, and it is missing entirely. They also put a code on the email if I couldn't access the reward automatically, but there was no way for me to put in the code at all at checkout. 

I have tried customer service religiously for the past few weeks (by phone, online, and whatsapp), but there appears to be no actual people that can offer me advice or that work there, and the bots have no clue either. Please advise, I would have never used this broadband had i known how they treat their customers. I would like this to be rectified, and have my £50 credit (a reason why I chose you) applied to my incoming bill.

Thanks.

[Matthew_ML]

Hey rp720, thank you for reaching out and a warm welcome to the community I am sorry to hear this.

Is this your first bill?

If so the credit normally gets added onto month 2 and not month 1 bills.

Do let us know.

[rp720]

Hi, 

This would be our first bill, for the first two months (September and October). I would just like the confirmation that this is added onto our account without worrying about it. Why is it normally added onto the second bill?

Thanks

[rp720]

Hi, 

This would be our first bill, for the first two months (September and October). I would just like the confirmation that this is added onto our account without worrying about it. Why is it normally added onto the second bill?

[Matthew_ML]

If this is the case it would get added on your next bill.

We always add this 30 days after the install and the first bill.

It is added onto the second bill because lets say you left within the 14 day window there isn't any charge anyway.

So we add it onto the 2nd month bills, so please do not worry if you signed up correctly this will get added on any issues let us know. 

[rp720]

Hi again. Can see my next bill on my account and the credit is clearly not there. Can this be sorted ASAP as its actually ridiculous. 

[Martin_N]

Hi rp720,

Thank you for your update. I will private message you now to investigate this further

^Martin