Reward Referral 2023

[Craig1012]

Am trying to obtain the referral reward - my daughter referred me as a new customer in July 2023, I have contacted Virgin - who then referred me to Aklamio.

Even though I gave them evidence that the referral took place, by sending them screen shots etc - they say as >60 days has passed we are no longer entitled to the reward.

My question - why are customers losing out due to failures within either Virgin or Aklamio systems - is it really upto customers to run the gauntlet of waiting in telephone que's and sending emails etc - this should all happen automatically, and if it doesnt, good customer service would be to apologise to the customer and make good on commitments. 

[Ashleigh_C]

Hi there @Craig1012 

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

I'm so sorry to hear that you have faced this issue with your service and thank you so much again for posting. 

Can I ask if you signed up with the refer a friend information when you first got services or if you tried to add them afterwards? 

[Craig1012]

Hi

My daughter referred me, she sent me a link and then I signed up via it - the refer side of things happened before my contract 'go live date.

My daughter received the attached notification

[Nathan_B]

Thanks for your reply, when you spoke with Aklamio did they raise a complaint for you? If not it would be best to contact them again so they can have this resolved for you. The can be contacted via phone on 01576 820 030 or via email on virgin-media@aklamio.com.

Keep us updated with how this goes.

Regards

Nathan

[Craig1012]

Hi

yes raised a complaint with Aklamoi, they say too long has now passed.

Really frustrating, as it should have happened automatically

[Cardiffman282]

Raise the complaint with VM with a view to escalating to Ombudsman Services. 

[Craig1012]

Thanks

[John_GS]

Hi @Craig1012 

It wouldn't be with us sadly - my colleague has advised you correctly regarding contacting Aklamio. You'd need to go through their escalation processes.

Hope you get this sorted. 

Best wishes.

[Cardiffman282]

Ignore VM on this one. It is indeed VM under consumer law. 

[Craig1012]

Totally agree, Aklamoi are a contractor of VM - I shouldn’t have to again run this gauntlet, I provided evidence - if VMs contractor dropped the ball in a process that should have happened automatically, it should be up to VM to investigate why this happened and to put a resolution in place to stop it happening - looking on this forum I can see I am not alone in this issue - VM should be escalating with Aklamoi and make good on their offer.