topic Re: Reward card problem in My Account/Billing

Reward card problem

StewA — Wed, 23 Nov 2022 15:51:54 GMT

I renewed my broadband contract and was told I'd receive a £75 reward card.

I received an email with a 6 digit code and told to claim my reward card. I followed the link in the email to the claim page and entered all the details. I was told that my username and code don't match.

I called plusnet support and told them what was happening only to be told that the rewards had nothing to do with them and I had to call Purecard who dealt with the rewards.

I then called Purecard who said they could do nothing as my details weren't on their system, I then called Plusnet support again who confirmed it had nothing to do with them and to take it up with Purecard.

I am now stuck between a rock and a hard place with no obvious way of getting this sorted out.

Anyone got any ideas what my next step should be.

Re: Reward card problem

SammyM — Sat, 26 Nov 2022 17:10:48 GMT

Thanks for getting in touch @StewA and for bringing the problem you are having with the reward card to our attention.

I can see you have spoken to our customer service team and they have sent off an escalation to our billing team.

I have now taken over ownership here and requested they send the update back to me.

I'll be honest and advise it can take a few days to get back to us, therefore I should have an update by Thursday and a resolution to get this sorted once and for all for you.

Re: Reward card problem

StewA — Wed, 30 Nov 2022 10:17:09 GMT

Thank you.

Re: Reward card problem

SammyM — Fri, 02 Dec 2022 10:39:52 GMT

Morning @StewA,

I am still awaiting an update from the billing team, so I have sent a chaser.

If I don't hear back on Monday I will look into an alternative resolution for you.

Re: Reward card problem

StewA — Thu, 08 Dec 2022 12:57:44 GMT

@SammyM

Thank you for the email stating that a cheque has been posted out to me.

Amazingly the cheque seems to have been posted 2 days before you asked for it,

I wait in hope.

regards

StewA

Re: Reward card problem

willcutforth — Sat, 24 Dec 2022 10:47:56 GMT

Hey there @StewA how are you doing? I hope all is well from your side.

Have you received the cheque at all?

Re: Reward card problem

StewA — Tue, 27 Dec 2022 10:07:41 GMT

Yes I have received the cheque, Thank you.

Re: Reward card problem

willcutforth — Tue, 27 Dec 2022 10:14:35 GMT

Awesome, glad to hear it. Let us know if you need anything else.