missing credit

[Matt1757]

on my account i had a peak discount on my account and also £14 a month discount but since about Feb/ March these have come off my account. and i no longer getting any discount my bill went from about £120 a month to £190 ish when you call up people tell you different things. ive had some say yes i can see it and will add it and  then it dont come on then some say i cant do it you will get a call back but nothing 

[Ali_A]

HI @Matt1757 

There are a number or reasons why a PERK discount has ended or been removed, such as end of contract, alternative discounts added or if you enter into a Payment Arrangement. 

If you have come to the end of your minimum term, you can have the discount re-applied by upgrading or signing up to a new contract and using a fresh Perk Discount Code. 

If you have already upgraded with alternative discounts it won't be possible to have the Perk discount added. 

Or for Payment Arrangements, any discounts removed will be reapplied once the arrangement has finished. 
Please note, when reapplied it may not say "Perk" on the discount name, however the discount percentage will still be the same. 

We don't have account access here in the community Forums so we're unable to check the reason your discount had dropped off. However if you give Customer Service another call on 150 from your handset they will be able to clarify this for you. 

Ali 

[Matt1757]

When I spoke to CS I was told that the discount should not of been but on at the start as I should of only had one discount but they didn’t tell me that when I traded my phone in. So when I traded my phone in I was given 14 a month which was my phone and then had th perk added I went on a payment plan and told when it finished all discounts would be back on but it never happened and no1 will make a decision 

[Christopher_G · Accepted solution]

OK, thanks @Matt1757 

If you fill in our complaint form, a dedicated team will look into this to make sure the correct processes are being followed. They'll then contact you directly to discuss it.

Hopefully, they can help get this sorted for you.

Chris