topic Re: Mastercard Not Received in My Account/Billing

Mastercard Not Received

chrisj1602 — Wed, 24 Jun 2026 19:33:35 GMT

Hi,

The offer I selected included a £140 Mastercard and I have not received this.

My broadband was activated on the 10th June and I understand the card can take up to 10 working days so it is now overdue.

Can anyone help?

Re: Mastercard Not Received

dvorak — Wed, 24 Jun 2026 19:42:16 GMT

Moderators Note

This topic has been moved from Broadband to My Account / Billing

Re: Mastercard Not Received

MisterW — Thu, 25 Jun 2026 06:25:00 GMT

@chrisj1602 you should get an email within 10 days to claim the card

The full FAQ is here https://www.plus.net/help/my-account/reward-cards-and-cashback/

Re: Mastercard Not Received

Rach_H — Thu, 25 Jun 2026 14:29:49 GMT

Hi @chrisj1602,

Welcome to the Community!

I'm not sure why this hasn't been sent, so I've escalated this for you, and I will let you know when I hear back.

Rach

Re: Mastercard Not Received

chrisj1602 — Fri, 26 Jun 2026 12:19:50 GMT

Thank you 🙏

Re: Mastercard Not Received

Rach_H — Sat, 27 Jun 2026 07:53:32 GMT

Thanks for your patience @chrisj1602.

The team have now sent you a cheque for £120 and you should receive this in the post within 14 days.

Rach

Re: Mastercard Not Received

chrisj1602 — Fri, 10 Jul 2026 20:17:17 GMT

Hi Rachel, I’ve still not received anything.

Re: Mastercard Not Received

Leanne_T — Sat, 11 Jul 2026 07:48:12 GMT

Morning @chrisj1602

Thanks for coming back to us.

This was sent on the 26 June and can take 14 working days.

If the cheque has not arrived after this time, please give our customer support team a call and they can get this looked into for you.

Leanne.

Re: Mastercard Not Received

chrisj1602 — Sat, 11 Jul 2026 11:36:59 GMT

Hi Leanne,

It says 14 days above which would account for weekends. If you’re quoting working days, 14 would not really make sense. And what postal service takes 14 days if something was actually posted on the 26th?

Bearing in mind that the cheque is a replacement for a Mastercard that also never materialised, to be told to wait longer, then call you if it doesn’t show up is incredibly poor. This was a Plusnet offer and it should be fulfilled.

Really not happy with how this is being handled. I should have had this weeks ago.

Chris

Re: Mastercard Not Received

Leanne_T — Sat, 11 Jul 2026 11:59:52 GMT

Hi @chrisj1602

I'm sorry you've not had the reward card and I understand your frustration. I've checked the notes from the escalation @Rach_H raised and this does advise 14 working days.

If you would like to discuss the experience you've had and get the cheque looked into, please give us a call and one of our team will be happy to help.

Leanne.