Delays in reward card

[#1]

I have been with plusnet for over 15 years but due to a change in financial circumstances, when my contract ended , i decided to try and get a better deal elsewhere .there were lots of options , one was Virgin who were offering a lower monthly rate plus a reward card , but after speaking to an advisor I decided to stay with plusnet.

one of the reasons were ,easy life , good customer service, but mainly the reward card . I’m struggling as I said financially and the reward card would help,with a Xmas present for my daughter. Went live 8th October, no activation email, 6 phone calls saying wait, wait , finally after someone taking responsibility, I’m “ hoping to get my activation email before 23/11) so that’s 5 weeks after entering into a contract not 10,days as webisite suggests .
Then it could take 28 days after to receive the actual card

The reward card was part of the deal , it might be third party issues but my contract is with you as far as I’m concerned the promotional terms have not been fulfilled . If I don’t receive any correspondence by the 23rd I will be contacting the ombudsman or look at cancelling the contract if you’ve breached your terms 

[#2]

Hi @Cheryllowe68 

I appreciate your frustration at the amount of time it is taking for the reward card.

It does sound like the last person you spoke to has followed the correct steps to chase your the card for you.

If you've not heard anything by the morning of the 24th, please send me over a private message and I can get this looked at further for you, and escalate if needed.

If you don't see anything in your email inbox, please also check the spam or junk folders in case it has dropped in there.

Please keep me posted with how it goes either way by Monday.

Michael

[#3]

Now 24th November so over 6 weeks since my activation and still no link to claim my card . I will post any reply’s I get to show the constant delays and deferring dates I keep get being given since I contacted on the 14th oct

Dear Mrs Jepson, Good afternoon, Thanks for you call today. Please keep a look out for your email to claim your reward card. if you haven't had then get back in touch and will then be able to assist you. If you want to check your account for an update on your order or ask any questions, you can do this by logging into the member centre (please have your username and password ready for this) on https://www.plus.net/member-centre/login. Alternatively, you can call us on 0330 123 9123. Kind regards,  [CSA Removed]

I will send a private message also as requested 

Moderators Note:   CSA name removed as per Forum rules

[#4]

Call 20th October - spoke to,agent who,told me I have wait till the 28th October before plusnet can do anything regarding the delay in receiving my email link 

called 5th November, spoke to agent who also told me he didn’t deal with reward cards so I asked to be put through to a manager to make sure sure this is now a formal complaint , he said a manger would call me , this would be by 6pm - no call received by 5.15 so I called got out through to another agent instead , who said he didn’t deal with reward cards , he put me through to another person , I asked if he was a manager to which he replied , no .

Called again on the 6th got an email response saying that she’d emailed the response team and hope to get a reply from them soon 

7th received an email from said agent saying that they hadn’t replied as of yet

11th received email saying no response as of yet 

12th received email saying that the marketing team said i will have a email to claim my cash back by 23rd November 

23rd Nov Contacted support who said if nothing received by 24th November to private message agent who would look into it

24th Private messaged again and was told to wait till both the original agents , who dealt with my request, were available  or receive a call from escalations team 

Ive refused and asked for the escalation call 

watch this space , nearly 7 weeks 

[#5]

25th received email to contact company directly ( why could this be done after the 28 days ? 28th of October? ) 

rang Blackhawk who have no record of me at all , plusnet have never sent the information 

Spoke to agent again who told me no one gets calls from escalation teams it’s an online division , so fobbed off again 

very nice advisor however who will try and speed things up regarding me receiving a cheque 

if I was a new customer I would have received link in 10 days and card in 28 days , as I’m not a new customer, I’m treated differently. I’ve been with this company for over 15 years , but not next time 100% 

[#6]

Cheque received - happy to close this matter 

[#7]

Thanks so much for letting us know you have received your cheque @Cheryllowe68. 

Have a great weekend. 

Katie