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£50 cashback no email received

davidmulho1980
Hooked
Posts: 8
Thanks: 2
Registered: ‎10-06-2019

£50 cashback no email received

Hi,
My account went live on the 3/6/2019 and I was told I would receive an email to claim my £50 cashback within 10 days. I was then told it might be within 30 days. I was further told it may go to my spam account of my email. Finally I was told it is the responsibility of a separate company so you can’t really tell me when I’ll receive it but I have to keep checking as I only have a limited time to claim.
The process of setting up my account has been perfect on Plusnet part but the cashback scenario has been quite poor customer service. Is anybody at the company able to look into this for me?Huh

Thanks
David
6 REPLIES 6
Plusnet Help Team
Plusnet Help Team
Posts: 14,353
Thanks: 4,479
Fixes: 733
Registered: ‎21-04-2017

Re: £50 cashback no email received

Hi David.

Sorry to see you've not received an email yet to claim your cashback.

For clarification any cashback through ourselves (As opposed to an affiliate cashback site) you should receive an email to redeem this within 10 days of your broadband service going live. This email lasts for 2 months.

Once the short form has been completed you should then receive the cashback within 30 days. While we'd use a company called Grassroots (or BlackHawk as I now understand they're called) they're just our suppliers. There are however some kinds of cashback we auto-redeem which means that you should receive this within 60 days (no need for an email here).

What's odd is that our records aren't showing anything for the promo code your account was signed up on. A promo code advises various things like what offer an account was signed up on and if cashback is included.

However if I'm reading the promo code right it looks like you've signed up through USwitch on a £50 offer, I've emailed our billing and marketing team to investigate further though and confirm/send the cashback out.

We'll be sure to update you as soon as we know more next week.

Apologies for the experience you've had on this occasion.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
davidmulho1980
Hooked
Posts: 8
Thanks: 2
Registered: ‎10-06-2019

Re: £50 cashback no email received

Hello Anoush,

Thank you for your prompt reply. I did indeed sign up via USwitch and one of the reasons I chose Plusnet was the offer of the £50 cashback so I would like you to please make sure that I receive it. Once your billing department have confirmed it is USwitch can you enlighten me what the process will be for receiving payment and probable timescale?Huh
I’ve read the forums regarding previous customers problems receiving the cashback and am just looking for a guarantee.

Regards
David
Plusnet Help Team
Plusnet Help Team
Posts: 14,353
Thanks: 4,479
Fixes: 733
Registered: ‎21-04-2017

Re: £50 cashback no email received

Thanks for getting back to us David.

I've actually just received a message from a colleague in our billing team 25 minutes ago to advise that we're aware of a delay with processing the cashback on this particular promo code which is affecting a small number of customers.

This means you are eligible for cashback and it should be processed on Monday.

However we will provide confirmation once it has been processed. Thanks for your patience.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
davidmulho1980
Hooked
Posts: 8
Thanks: 2
Registered: ‎10-06-2019

Re: £50 cashback no email received

Hi,
If this is resolved by Monday or there snouts I would like to thank you in advance for some brilliant customer service provided by your team.
Overall my experience with Plusnet has so far been fantastic with only this minor situation. I look forward to resolution of this and continued good service.
Regards
David
Plusnet Help Team
Plusnet Help Team
Posts: 14,353
Thanks: 4,479
Fixes: 733
Registered: ‎21-04-2017

Re: £50 cashback no email received

No problem David and thanks for your kind words.

Appreciate that your cashback experience hasn't gone to plan as we'd have hoped for.

Once we've processed it you'll likely either receive the reward card within 30 days, or I suspect as a workaround to the issue we may have to send a cheque instead which you should receive within 14 days.

We should hopefully have confirmation tomorrow though.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team
Plusnet Help Team
Plusnet Help Team
Posts: 14,353
Thanks: 4,479
Fixes: 733
Registered: ‎21-04-2017

Re: £50 cashback no email received

Hi David.

We've received confirmation from our billing team that the delay has been resolved and you should be receiving an email to redeem your reward card this week. Once you've filled out the short form it contains you'll receive it within 30 days.

Let us know as soon as possible if any of the above doesn't go to plan.

If this post resolved your issue please click the 'This fixed my problem' button
 Anoush Mortazavi
 Plusnet Help Team