Cashback email not received

[#1]

When I signed up I received Question 138388828 (below) in my email. My service went live on 14/12/16 but have not received email yet (9/1/17).

"You�ll receive a cashback email within 10 working days of your first service going live. To successfully claim your cashback for £50.00 , you must follow the instructions contained in the email within 2 months of receiving it.

(internal) 
Promo code: 1617intcash11

Kind regards, 
[CSA Removed]

Moderator's note by Mike (Mav): CSA name removed as per Forum rules.

[#2]

Hi @Bobjen

Really sorry, but It looks like the agent that signed that up for you added the wrong promo code that's not eligible for cash back  and that's why you haven't received the email. 

I've arranged for you to be sent a cheque out directly without the need to respond to an email to claim it. This should be with you shortly but because we use an external vendor it may take up to 14 days.

Let me know if there are any further problems

Sorry again

[#3]

Thanks. Happy new year!