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How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

puzzledoff
Grafter
Posts: 51
Registered: 11-03-2015

How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

Several threads on this - I'm trying to get Plusnet to hand over the promised £75 Amazon voucher, and to pay up via Topcashback.  It's proving very difficult - and I see from all the other threads that this is a constant problem.
Serious question for Plusnet - why is this being allowed to happen?  Are you not aware of the damage being done to Plusnet's reputation, here and on various other forums?
When are you going to sort it out?  I moved to Plusnet from TalkTalk expecting something better - all I now feel as a new customer is distrust.
7 REPLIES
Community Veteran
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Re: How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

Seriously?  **
Voucher and Topcashback?
I'd always thought these offers were 'either/or' (mutually exclusive).
I understand companies offering incentives to tempt new customers but there's a limit to what's fair and acceptable for existing customers (many of whom are paying full price and therefore feel like they're subidising all these offers).
** Questioning Plusnet's Giveaway (sorry, Marketing) department here as much as the OP.
Call me 'w23'
At any given moment in the universe many things happen. Coincidence is a matter of how close these events are in space, time and relationship.
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puzzledoff
Grafter
Posts: 51
Registered: 11-03-2015

Re: How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

Voucher AND Topcashback, yes - that was the deal, and fortunately I still have the screen grabs to prove it.  Getting Plusnet to honour the deal, however, is proving difficult, and it's pretty evident that Plusnet are getting a shedload of complaints about its failure to pay up.
And I used to think Plusnet was a reputable, fair-trading company!  That's what happens, I suppose, when BT takes over.........
Plusnet Help Team
Plusnet Help Team
Posts: 1,842
Thanks: 4
Registered: 24-07-2014

Re: How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

Quote from: puzzledoff
And I used to think Plusnet was a reputable, fair-trading company! 

We are.
I note that our support team are chasing marketing for you. It shouldn't be hard to get any vouchers promised. It's just a few people have had problems and these are being chased for them on an individual basis.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
puzzledoff
Grafter
Posts: 51
Registered: 11-03-2015

Re: How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

Don't you think that 'chasing' is putting it a litle too strongly?  And it's rather more than a few people, isn't it?  If it were just a few there wouldn't be so many complaints here and elsewhere about non-payment.
I raised the matter via online chat 20 April.  Since then it's been just a series of delays - with a reply now delayed until 30 April!  No Amazon voucher so far - and the Topcashback supposed to have been paid within 21 days hasn't materialised either.
Is there some kind of cashflow problem?  It seems to be like getting blood out of a stone!

Chat reference:
Description: cashback
Kind regards,

- CSC Analyst
5:25pm, Monday 20 Apr 2015
This Question is now on hold until Wednesday 22nd April at 7:00am.
Kind regards,

Script User - Automated Script Pool
7:07am, Wednesday 22 Apr 2015
Question [ 102791215 ] is now off hold. Our Support Team will provide a further update soon.
- CSC Analyst
11:17am, Thursday 23 Apr 2015

[INTERNAL]
waiting for marketing response
This Question is now on hold until Thursday 30th April at 7:00am.
Kind regards,

waiting for marketing response
This Question is now on hold until Thursday 30th April at 7:00am.
Plusnet Help Team
Plusnet Help Team
Posts: 1,842
Thanks: 4
Registered: 24-07-2014

Re: How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

It is only a few - many have gone through without problems.
I appreciate that it is taking time, but anything that is due to you will be paid.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team
puzzledoff
Grafter
Posts: 51
Registered: 11-03-2015

Re: How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

It isn't just a few - as you well know.  These forums are plastered with complaints about it.
Plusnet owes me a £75 Amazon voucher and won't pay up.  Just delay after delay after delay - and no responses.  Resorting to posting warnings not to trust Plusnet on various consumer websites now.

- CSC Analyst
5:12pm, Monday 20 Apr 2015
Chat reference: 4301941343
Description: cashback
Kind regards,
- CSC Analyst
5:25pm, Monday 20 Apr 2015
This Question is now on hold until Wednesday 22nd April at 7:00am.
Kind regards,

Script User - Automated Script Pool
7:07am, Wednesday 22 Apr 2015
Question [ 102791215 ] is now off hold. Our Support Team will provide a further update soon.
- CSC Analyst
11:17am, Thursday 23 Apr 2015

[INTERNAL]
waiting for marketing response
This Question is now on hold until Thursday 30th April at 7:00am.
Kind regards,

Script User - Automated Script Pool
7:05am, Thursday 30 Apr 2015
Question [ 102791215 ] is now off hold. Our Support Team will provide a further update soon.
- CSC Analyst
2:57pm, Friday 1 May 2015
Dear
[INTERNAL]
No update from marketing
This Question is now on hold until Friday 8th May at 7:00am.
Kind regards,
Plusnet Help Team
Plusnet Help Team
Posts: 1,842
Thanks: 4
Registered: 24-07-2014

Re: How can anyone trust Plusnet if it won't pay up on its 'new customer' promises?

Quote from: puzzledoff
Plusnet owes me a £75 Amazon voucher and won't pay up.

This is not strictly true. We are looking into matters for you and it will get sorted. If we don't follow a set protocol, we'll be delaying things further and we'll make the problem worse.
If this post resolved your issue please click the 'This fixed my problem' button
 Tony T
 Plusnet Help Team