Reward card is a lie
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Re: Reward card is a lie
17-05-2019 11:56 PM
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Re: Reward card is a lie
18-05-2019 7:38 AM
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@preecejon, for clarification we arrange the cashback to be sent to you via our suppliers. This is similar to how we arrange for a phone and broadband service to be provided to you although the suppliers of that are very different.
I've also added a reply to your comment over Here.
Re: Reward card is a lie
21-05-2019 9:27 AM
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Hello @AJ0704
I have responded to your Private Message, please check your forum inbox.
Please comment on this thread, once you have responded.
Thank you.
Re: Reward card is a lie
21-05-2019 9:48 AM
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Re: Reward card is a lie
21-05-2019 10:57 AM
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Hello @preecejon
I have responded to your query via a ticket. You can view this ticket by following this by Clicking Here
Should you require any further assistance, please feel free to get back in touch with us.
Best wishes.
Re: Reward card is a lie
22-05-2019 9:45 AM
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Managed to get my issue sorted - well done to the back-room boys (and girls).
I think the Reward Scheme needs to be made clearer and the lines of communication need to be better.
Persistence paid off in the end though.
Good luck everyone!
AJ
Re: Reward card is a lie
22-05-2019 10:07 AM
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Hello @AJ0704
I am pleased to hear everything has now been resolved.
Should you require any further assistance, please feel free to get back in touch with us.
Best wishes.
Re: Reward card is a lie
29-05-2019 8:44 PM
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Re: Reward card is a lie
29-05-2019 8:53 PM
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Hi @AJ0704
I'm sorry to see you've not had an update about your cashback yet
I've raised this with our mobile operations team for further investigation and we'll update you when we know more
Apologies for the inconvenience caused
Re: Reward card is a lie
03-06-2019 3:34 PM
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@AJ0704 we've been advised you'll need to contact our reward card team on 0800 587 1995 directly regarding this.
Let us know how it goes.
Re: Reward card is a lie
04-06-2019 12:36 PM - edited 04-06-2019 12:37 PM
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Hi @Gandalf
Just been in contact with Black Hawk on the number you gave me - they have no record of any reward card in my name. Which is where we were over a month ago.
Can you escalate this please - and also I think this needs to be raised as a complaint as there is clearly a learning issue here. (It's not personal I hasten to add, but there is something obvious wrong with the process and it looks bad for Plusnet)
Cheers
Re: Reward card is a lie
04-06-2019 4:56 PM
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Hi @AJ0704
Thanks for providing that update - I'm really sorry that our partner hasn't been able to help.
I'm raising this with our commercial team on your behalf in order to get this resolved via another route.
As soon as I or my colleagues receive a response, we'll be in touch - I'd expect this to be within the next 24/48 hours, tops.
Best wishes
Dave
Re: Reward card is a lie
05-06-2019 4:00 PM
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Hi @AJ0704
Thanks for your patience whilst we investigated this.
My understanding after speaking to our commercial team is that out of the two numbers you've provided, one was eligible for cashback and one was not - could you please confirm (via PM if you wish) whether you have received and claimed the email for at least one of the numbers?
Best wishes
Dave
Re: Reward card is a lie
09-06-2019 3:45 PM - edited 09-06-2019 3:46 PM
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Yes - and I've tried to make a claim but I keep ending up here; with Plusnet and Black Hawk contradicting one another. Do you think this is an acceptable way to recruit new customers? Or an acceptable way to treat existing customers? (I don't - and I've been with Plusnet for 15-20 years!)
Adrian
Re: Reward card is a lie
10-06-2019 10:04 AM
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Hi @AJ0704,
Thanks for coming back to us.
Looking at the information which Dave was provided with, it's been confirmed that emails have been sent from BH stating the claim has been made and fully claimed. As far as we can see the valid claim has gone through without a hitch.
Yes - and I've tried to make a claim but I keep ending up here; with Plusnet and Black Hawk contradicting one another.
Are you stating here that the above is not correct?
Thanks,
MoR
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