£50 Cashback Email?

[#1]

Hi
I signed up for an account at the start of January when the deal included £50 cashback. My phone and broadband were activated 12 days ago but I haven't received the email yet about how to claim the cashback cheque.
Can you look into this for me please?
Thanks

[#2]

Hi there,
Sometimes the emails are going into junk folders, have you checked in there?

[#3]

I have, yes. Nothing in there at all.

[#4]

I'm sorry to hear that, I'll have a word with our Marketing guys and see what I can do

[#5]

Thanks. I presume you can see my account details through my Forum log in ID?

[#6]

I can indeed.
I've had a word with one of our Marketing guys, they've added your email to the re-send list. As it goes through a third party cashback company, it might take up to seven days for it to reach you. Sorry for the delay!

[#7]

Quote from: Jasonaitch

Hi I signed up for an account at the start of January when the deal included £50 cashback. My phone and broadband were activated 12 days ago but I haven't received the email yet about how to claim the cashback cheque. Can you look into this for me please? Thanks

This is all too common. The same happened with me. Plusnet entice people in with the promise of cash-back....then wait and wait

[#8]

Quote from: catelliott

I can indeed. I've had a word with one of our Marketing guys, they've added your email to the re-send list. As it goes through a third party cashback company, it might take up to seven days for it to reach you. Sorry for the delay!

Seven days and no email - not in my spam either. It's been almost a month since my broadband went active. Can you confirm how I can escalate this please? If I don't receive the £50 next week, I will be extremely unhappy.
Especially as my experience of Plusnet started off with me staying in all day for an engineer who didn't turn up due to a fault with your system which your live chat team told me they were aware of - so there was no point in complaining formally, they basically told me.

[#9]

Can I get an answer to my post last night please?

[#10]

Plusnet Staff don't always man the forums at the weekends (or at night !).
Have you double checked you have the correct email registered to your account ?

[#11]

Thanks for that Dom & yes I have, 100% definitely have the right one registered.

[#12]

The procedure for raising a formal complaint is set out in the Complaints Code of Practice. Note that the response time for a complaint ticket is 7 days.
It will be Monday now before the forum team are here again, to respond to this topic. It's entirely your choice but giving them a chance to pick up this topic before raising a complaint might provide a faster response.

[#13]

Hi Jasonaitch.
Sorry to hear that you've not received it yet. I've sent a chaser for you now.

[#14]

Email received - thanks for sorting it out.
dick:quote

[#15]

Glad it's all sorted