Cashback Cheque can't be cashed because it's glued to the envelope.

[#1]

I recently joined Plusnet and received the promised £50 cashback cheque in the post. On opening the envelope I found that the bottom of the cheque ( where the numbers are) was glued to the envelope making some of the numbers unreadable. I can't cash the cheque so I need Plusnet to send me a new one so I can get my cashback. I talked to support on the phone and they raised a ticket for me but nothing seems to be happening there. Help please. 

[#2]

Moderators Note

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

[#3]

Hi @Cabbagehaul,

I apologise for any inconvenience that may have been caused regarding your cashback cheque.

From looking into your account, I can see that the ticket was raised 2 days ago to the relevant team to investigate further. I'm afraid we would need to wait for a response from them as they would be the team who send out another cheque.

I can assure you that we are doing our best to have this rectified as quickly as possible. We really appreciate your patience with us during this time and we will update you accordingly.

Please get in touch if you have any further queries.

Thank you,

Aisha

[#4]

Thanks for responding Aisha. I look forward to getting a response from the relevant team.

[#5]

So how long does it usually take to get a response from " the relevant team"? 

[#6]

I'd have expected you to have received a reply by now, so I've escalated this with our billing team.

We'll update you as soon as we know more.

[#7]

Ok thanks Gandalf. 

[#8 · Accepted solution]

Hi @Cabbagehaul,

We've had confirmation this afternoon that the glued cheque has been stopped and a new one has been issued today.

[#9]

Thanks Joe very good work.

[#10]

No worries @Cabbagehaul, though it was @Gandalf that did all the hard work. 
 

[#11]

Well that is good news but we are a week further on and still no sign of the replacement cashback cheque.

[#12]

Hello @Cabbagehaul,

I'm sorry to hear you have not received the cheque just yet and I apologise for the inconvenience caused. It can take 5-7 working days for a cheque to reach you. We can chase this for you on Tuesday 5th if you have still not received this, just give us a nudge here.

Thank you.

[#13]

Right thanks I will do.

[#14]

Got replacement cheque this afternoon. Thanks for the help.

[#15]

Glad to hear that!

Let us know if you need any further assistance.