topic Re: Reward card email in My Account/Billing

Reward card email

atul — Thu, 30 Jun 2022 10:09:21 GMT

Question #224333894

I was offered a £90 Plusnet Reward Card as a retention deal as per above ticket.

I am told I was sent an email to claim the reward card on 16/05/22 which I have not received.

I have been trying to get this email but getting nowhere.

Question #225411756 Question #225624435

Re: Reward card email

dvorak — Thu, 30 Jun 2022 10:18:04 GMT

Moderators Note

This topic has been released from the automated spam filter.

Re: Reward card email

atul — Thu, 30 Jun 2022 10:27:33 GMT

This post is marked as 'Fixed' but it is not fixed. I still need an answer.

Re: Reward card email

atul — Tue, 05 Jul 2022 12:29:59 GMT

I have now been asked by Plusnet support team to call Pure Card for help.

I am a Plusnet customer being asked to call Pure Card who do not answer if I do not have the reward card.

I have called Plusnet who tell me to persevere.

I accepted a fixed contract but plusnet is unable to uphold its reward card offer.

It is now approaching two months within which I have to claim the reward card which is not possible without the email.

Re: Reward card email

SammyM — Tue, 05 Jul 2022 14:53:22 GMT

Hiya @atul,

It was myself that updated you, it is not that we are not upholding the contract at all.

It is outset in our terms how the reward card works and we did sent the claim email. Our billing team have asked that you contact them to raise a case with them and if you are unable to call you can raise an online form here.

They will get back to you within 36 working hours, you can find out more on our reward card terms here.

Once you have had a reply, if they are unable to escalate this for you, please attach the reply from them to the ticket and Jodie can escalate it further.

Re: Reward card email

atul — Tue, 05 Jul 2022 15:33:44 GMT

I have not received the email in both of my email addresses registered with you. I am not able to contact Pure Card.See the attached call log. The call ends immediately on pressing option 2. You can try calling the number - 0344 800 6435

Re: Reward card email

atul — Tue, 05 Jul 2022 15:41:52 GMT

I should add if I press Option 1 followed by option 4 for 'anything else' the call ends as well.

I have exhausted everything I can try to resolve this.

Re: Reward card email

SammyM — Tue, 05 Jul 2022 15:58:23 GMT

If you click on the first link I have provided, it will give you an online form for you to fill in and they will come back to you within 36 working hours.

Please can you try this way?

Re: Reward card email

atul — Tue, 05 Jul 2022 16:20:39 GMT

There is a long trail there which is going in circles but I will add this as you suggest.

Re: Reward card email

SammyM — Mon, 11 Jul 2022 14:29:29 GMT

Hiya @atul,

I just wanted to drop you a message and see if you have had a reply to the form I suggested you full in?

Re: Reward card email

atul — Wed, 13 Jul 2022 18:27:31 GMT

I have filled in the form to raise a claim. I am waiting for a reply.

Re: Reward card email

atul — Mon, 18 Jul 2022 13:10:53 GMT

I have just phoned 0344 381 5059 and I was told that they do not send the email to claim the reward card according to him it is plusnet who send this email. I told him that it is plusnet who asked me to call 0344 381 5059 but he says he can not help. He asked me to contact plusnet.

I am still waiting for a reply to the form.

Re: Reward card email

adamwalker — Mon, 18 Jul 2022 15:43:27 GMT

Hi there Atul, my colleague Emma is still dealing with this for you, she doesn't have access to the forums so I've let her know about your post and she'll be back in touch with you as soon as she can today.