Where’s my £50 credit

[Kinglouis12345]

 

• I signed up to Virgin in May 
• Pay £39.50 a month
• Was given a £50 credit for joining and was told via live chat at the time that it would come off in subsequent bills. 
• It appeared on my first bill towards the bottom saying £50 credit.
• However it has since disappeared and nothing more has been reduced from my monthly bills.

Lastly, trying to hold of Virgin CS is more difficult than escaping Alcatraz. Why do they make it so complex and appear to want to avoid helping their customers. 

[Joseph_B]

Hey @Kinglouis12345,

Welcome back to the Community Forums and thanks for the post.

Thanks for providing us an image of your bill to help explain your point, from this I can see that you did have a £50 welcome credit, which is as described a welcome credit and is only done on the first bill for new customers, what I believe the subsequent bills were described as is the promotions and discounts which total up to be £45.50 each month off your total package price, this is what keeps your package at £39.50 a month rather than £85.

Hope this makes sense.

Joe

[Kinglouis12345]

Hello

So my first bill was £29. Where’s the rest of the £50 credit?

[Joseph_B]

Hey @Kinglouis12345,

If you look at your first bill, it would've been a double bill charging you for 2 months worth of service, the month you were in plus the month ahead, this is due to us always charging a month in advance, if you do £39.50 x2 it is £79 with the £50 credit that would make your first bill £29.

You can find more information on this here.

Joe

[John4848]

When I ordered our Volt package in February, via live chat, I was promised £50 credit on the first bill. The installation was in March and the first bill in April showed a £20 credit. The promise of £50 was shown in the transcript of the live chat but when I submitted a complaint the reply stated that there was no evidence of the offer of £50 credit.

[Sabrina_B]

Hi @John4848 👋.

Thanks for reaching out to us and welcome to the Community Forums, Apologies for the issues that you have had with some bill credit. Could you please join me in a private message so that we can look into this further. 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

[John4848]

Hi Sabrina 

Thanks for your response. Happy to work with you to resolve this.

John