Lack of Response Regarding Refer Your Friends Program

[kenyeung]

I am writing to express my extreme disappointment and frustration with the lack of response and action regarding the Refer Your Friends Program.

Having been transferred from Virgin Plus in November 2023 and referred by a friend simultaneously, I expected to receive the associated rewards within 2-3 billing cycles. However, several billing cycles have passed, and I am yet to receive any rewards for my referral.

I have already provide all the information of my friends' and my account. Despite my repeated attempts to seek assistance, I have been met with nothing but generic responses, such as: "Thank you for contacting the Fido Refer Your Friends Program Support Team. We are currently in the process of investigating your inquiry and will get back to you with more information. We apologize for the delay, but we greatly appreciate your patience. Thanks for participating in the Fido Refer Your Friends Program."

These responses are unacceptable and only exacerbate my frustration. I was assured of a resolution within 3-4 days by your customer service representative, yet there has been no progress whatsoever.

As a loyal and valued customer, I demand immediate action and resolution to this matter. I expect timely assistance and a clear explanation for the prolonged delay in receiving the rewards I am rightfully owed.

Failure to address this issue promptly will leave me with no choice but to escalate my complaint further and reconsider my continued patronage of Fido.

I demand an urgent update and resolution to this matter without any further delays.

[Cawtau]

Hello Kenyeung,

  Welcome to the community!

  I understand your disappointment, however, when seeking assistance, making demands is generally not the best tactic to use...

  You should note this forum is community-driven and not intended as a venue for customer services. We would not have access to customer accounts nor have any information regarding the status of your Refer-a-Friend program status.

  I understand you are less than impressed with the response you received from the Refer-a-Friend support team. However, they would be the only ones capable of providing the information you seek. I also understand you were given a time period of a couple of days by customer service. Unfortunately, they can only provide generalised timeframe rather than an exact one.

  It should be noted that there are specific stipulations which need to be satisfied to receive the reward. Had you activated your services prior to unlocking the reward? Did you port your phone number from Virgin? If so, did you provide your temporary number or ported number?...

  I understand you have already contacted them, however, if you would like assistance with your issue, you would need to re-contact customer service. They can also be contacted via Live Chat, Facebook, or Twitter. Those methods can be accessed via the contact page posted above. That said, they probably wouldn't have any additional information to provide to you. You would likely need to wait for the reply from the Refer-a-Friend team.

Hope this helps 😀

Cheers

[kenyeung]

I appreciate your attention to my inquiries regarding the Refer Your Friends Program Rewards. I wanted to share my feedback on the interaction thus far.

While I understand that resolving issues can sometimes take time, I've noticed a discrepancy between the promised resolution time of 2-3 days and the actual response timeline. Despite the initial commitment, I have yet to receive any feedback, whether successful or not, within the promised timeframe. Additionally, the automated replies to my follow-up emails have left me feeling confused about the status of my inquiry.

[Cawtau]

Hello again,

  Fair enough, you are more than welcome to share feedback. However, making demands is not feedback...

  As mentioned, I do understand your disappointment in not receiving answers in the specified timeframe. Unfortunately, I cannot speak as to the reasons for any delay. I only know that the stipulations for both the referrer and referee need to be satisfied in order to avail of the rewards. Regrettably, we would not have any additional information to offer.

Cheers