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Delayed Install Credit

georox123
On our wavelength

There was a delay installing my services (VM issue). It's been up and running a couple of weeks and I hadn't heard anything about the automatic (lol) compensation. So, I got in contact with VM yesterday and a bit of back and forth the agent told me my account had been credited. I did get an email confirming a credit had been applied, but it did not confirm the amount (that's what I was arguing with VM about).

The email says it could take up to 72 hours. Where can I view the credit once it is applied? I'm sceptical that the correct amount has been applied and want to be able to check it. When I look in the billing area all I see is the current bill. That bill was generated several days ago and isn't due to be taken from my account for over 2 weeks. 

1 ACCEPTED SOLUTION

Accepted Solutions

David_Bn
Forum Team
Forum Team

Thanks for working with me via our private messaging function @georox123, and pleased to have this one sorted for you in a timely manner.

Do feel free to come back to me if you require any further assistance with your services and hope you're pleased to be part of our network and indeed out Community Forums!

All the best 👍

David_Bn

See where this Helpful Answer was posted

6 REPLIES 6

goslow
Alessandro Volta

VM has up to 30 days to credit your account with any compo due, counting from the day when your service was activated and you could use it.

Make sure you do your own calculation though of what you think you are due by way of compo. Chances are better than average what VM offers you will be less than you are thinking of.

A VM forum team person should reply here within a few days and may offer to check your account for you.

Ashleigh_C
Forum Team
Forum Team

Hi there @georox123 

Thank you so much for your post and welcome back to the community forums, it's great to have you here. 

I am so sorry to hear that you have faced this issue with the auto compensation, to clarify, if this is approved then the compensation would be added to your account and would show on your next bill.

If you would like us to check the account before the next bill is due and after the 72 hours needed for the assessment to be completed has passed, please pop us back a message here we will be happy to take a look. 

Thanks for the reply. I've waited the 72 hours, but I still can't see details of the credit in the "My Bills" area. If a member of staff is able to check my account that would be appreciated.

 

Thanks for coming back to us @georox123, and I'm sorry to hear you've not been able to see any credits being added to your account.

I'd be happy to have this looked into for you, check out the envelope in the top right hand corner for a private message from me

Thanks,

David_Bn

David_Bn
Forum Team
Forum Team

Thanks for working with me via our private messaging function @georox123, and pleased to have this one sorted for you in a timely manner.

Do feel free to come back to me if you require any further assistance with your services and hope you're pleased to be part of our network and indeed out Community Forums!

All the best 👍

David_Bn

georox123
On our wavelength

Thanks David. Appreciate your help confirming the credit amount and getting it applied to my account.