No £60 Cashback email Received

[#1]

hi, signed up via your call centre on 6 July & payed £198.88 upfront plus £1.00 per month Direct Debit for 12 months line rental & unlimited broadband.

I explained to [CSA Removed] your call centre advisor when I ordered your service, I was taking up your offer as shown on the money saving expert website of £60 cashback for this service.  I was told I would receive email notification of how to claim the cashback offer within 10 days of my service going live.  My service was activated on 30 July & no email received as of today, I have also checked my spam folder.  Please advise.

Thanks in advance.

Moderator's note by Mike (Mav): CSA name(s) removed (to an area staff can see) as per Forum rules.

[#2]

Thanks for getting back to us. I've taken a look at the cashback is logged for you, but I've not found why you haven't got the email. I'm told you should have it in ten working days. I'd ask that you check tomorrow, and if you still haven't got the Email, get back to us. We'll then escalate with the marketing people for you.

[#3]

Still no email notification about Cashback as of today Monday 13 Aug 18.25pm, also checked spam folder.

[#4]

Hi @sw1,

I'm sorry to hear that you've not yet received the cashback email.

I have raised this with the marketing team. Once we have had a response from them, we will update you on your account.

Should you require any further information please let us know.

Thank you,

Aisha

[#5]

As of today Friday 17 August 19:20pm still no cashback notification email, and yes I checked my spam folder.

[#6 · Accepted solution]

Hi @sw1,

We're really sorry to hear that you haven't received your cashback redemption email. 
  
We are aware that there have been some issues with our automated system sending out our correspondence. Due to this our Marketing Team are sending emails to all customers impacted within the next 7-14 working days.

Please feel free to get back in touch if you do not receive correspondence within this time frame.

Thank you.
 

[#7]

All good now have received cashback cheque.

Thanks.

[#8]

Moderator's note by Mike (Mav): The fix has been changed to @OllieC as per message #6.