topic Re: Delays in reward card in My Account/Billing

Delays in reward card

Cheryllowe68 — Mon, 17 Nov 2025 15:46:13 GMT

I have been with plusnet for over 15 years but due to a change in financial circumstances, when my contract ended , i decided to try and get a better deal elsewhere .there were lots of options , one was Virgin who were offering a lower monthly rate plus a reward card , but after speaking to an advisor I decided to stay with plusnet.

one of the reasons were ,easy life , good customer service, but mainly the reward card . I’m struggling as I said financially and the reward card would help,with a Xmas present for my daughter. Went live 8th October, no activation email, 6 phone calls saying wait, wait , finally after someone taking responsibility, I’m “ hoping to get my activation email before 23/11) so that’s 5 weeks after entering into a contract not 10,days as webisite suggests .
Then it could take 28 days after to receive the actual card

The reward card was part of the deal , it might be third party issues but my contract is with you as far as I’m concerned the promotional terms have not been fulfilled . If I don’t receive any correspondence by the 23rd I will be contacting the ombudsman or look at cancelling the contract if you’ve breached your terms

Re: Delays in reward card

MichaelD — Tue, 18 Nov 2025 08:22:44 GMT

Hi @Cheryllowe68

I appreciate your frustration at the amount of time it is taking for the reward card.

It does sound like the last person you spoke to has followed the correct steps to chase your the card for you.

If you've not heard anything by the morning of the 24th, please send me over a private message and I can get this looked at further for you, and escalate if needed.

If you don't see anything in your email inbox, please also check the spam or junk folders in case it has dropped in there.

Please keep me posted with how it goes either way by Monday.

Michael

Re: Delays in reward card

Cheryllowe68 — Mon, 24 Nov 2025 10:06:42 GMT

Now 24th November so over 6 weeks since my activation and still no link to claim my card . I will post any reply’s I get to show the constant delays and deferring dates I keep get being given since I contacted on the 14th oct

Dear Mrs Jepson, Good afternoon, Thanks for you call today. Please keep a look out for your email to claim your reward card. if you haven't had then get back in touch and will then be able to assist you. If you want to check your account for an update on your order or ask any questions, you can do this by logging into the member centre (please have your username and password ready for this) on https://www.plus.net/member-centre/login. Alternatively, you can call us on 0330 123 9123. Kind regards,  [CSA Removed]

I will send a private message also as requested

Moderators Note: CSA name removed as per Forum rules

Re: Delays in reward card

Cheryllowe68 — Mon, 24 Nov 2025 15:56:56 GMT

Call 20th October - spoke to,agent who,told me I have wait till the 28th October before plusnet can do anything regarding the delay in receiving my email link

called 5th November, spoke to agent who also told me he didn’t deal with reward cards so I asked to be put through to a manager to make sure sure this is now a formal complaint , he said a manger would call me , this would be by 6pm - no call received by 5.15 so I called got out through to another agent instead , who said he didn’t deal with reward cards , he put me through to another person , I asked if he was a manager to which he replied , no .

Called again on the 6th got an email response saying that she’d emailed the response team and hope to get a reply from them soon

7th received an email from said agent saying that they hadn’t replied as of yet

11th received email saying no response as of yet

12th received email saying that the marketing team said i will have a email to claim my cash back by 23rd November

23rd Nov Contacted support who said if nothing received by 24th November to private message agent who would look into it

24th Private messaged again and was told to wait till both the original agents , who dealt with my request, were available or receive a call from escalations team

Ive refused and asked for the escalation call

watch this space , nearly 7 weeks

Re: Delays in reward card

Cheryllowe68 — Tue, 25 Nov 2025 11:06:38 GMT

25th received email to contact company directly ( why could this be done after the 28 days ? 28th of October? )

rang Blackhawk who have no record of me at all , plusnet have never sent the information

Spoke to agent again who told me no one gets calls from escalation teams it’s an online division , so fobbed off again

very nice advisor however who will try and speed things up regarding me receiving a cheque

if I was a new customer I would have received link in 10 days and card in 28 days , as I’m not a new customer, I’m treated differently. I’ve been with this company for over 15 years , but not next time 100%

Re: Delays in reward card

Cheryllowe68 — Sat, 06 Dec 2025 08:41:12 GMT

Cheque received - happy to close this matter

Re: Delays in reward card

Katie_B — Sat, 06 Dec 2025 08:48:40 GMT

Thanks so much for letting us know you have received your cheque @Cheryllowe68.

Have a great weekend.

Katie