£95 bill credit not applied to account

[Jenpaella]

• When I signed up I was promised a £95 bill credit applied to my first and subsequent bills. This has not been credited to the account and payment has been taking from my direct debit for the first bill. I’ve called twice about this and no one seems to know what I’m talking about. I was referred to Virgin from comparethemarket.

if anyone can help please let me know. 

[jpeg1 · Accepted solution]

There are often problems when customers sign up through an intermediary. Do you have the offer in writing ?

[Jenpaella]

Yes I have the offer confirmation in an email from Virgin

[jpeg1]

Phone in to the help line. Navigate the menu to -'Thinking of leaving us' and tell them that they have broken the contract by not charging the agreed amount. You are entitled to leave without any penalty and will do so if they don't put it right. 

[newapollo]

Hi @Jenpaella 

If you followed the full comparehtemarket signup process you should have received an email from edenred.

Have you checked your spam/junk folders in case it's there?

[Zoie_P]

Hi Jenpaella, 

Thank you for your post and welcome to our forum 🙂

I am sorry to hear you have not received this bill credit. Was this a voucher? Was this credit off your bill?
Did you order from us via or a third-party site?

When were you installed? Also, have you followed @newappolo's advice as sometimes the emails may have made their way to your junk or spam?

Let us know and we will be happy to assist further

Zoie