Reward card

[#1]

I renewed with Plusnet on 19 September and was told to expect my reward card within 30 days. After three weeks, I called to check the progress and was advised that if it hadn’t arrived by the following week, I should call back.

I called again on Monday 6 October and was told the issue needed to be escalated to another team, which could take up to four days. Today, I received a call saying the card is with Black Hawk and that I should wait until 30 October to receive it. If it still hasn’t arrived by then, I’m to contact Black Hawk directly.

However, as many forum posts show, this seems to be a common issue. It’s Plusnet’s responsibility to provide the reward card within the 30-day timeframe, not the customer’s job to chase third parties. It feels like customers are enticed with offers that aren’t delivered and then face unnecessary obstacles when following up.

While this isn’t a huge issue, it’s disappointing and reflects poorly on your customer service.

[#2]

Hi @Imalpass

I'm sorry to hear that there was a delay with the Reward Card. It sounds like you've done the right thing in speaking with the customer support team to have it escalated.

I completely understand your disappointment. Hopefully, you hear from Blackhawk soon and receive the card. If you don't hear back by the 30th, let us know and we'll chase it up.

Chris

[#3]

Hi,

I am not chasing up directly with the third party when it should have been sorted with plusnet, who can I speak to about this please

[#4]

I've sent you a private message, @lmalpass 

Could you take a look and get back to me please?

Thanks

Chris

[#5]

Hi,

I have the same issue. My new contract starts on 19th Nov 2025. I expect to receive the reward card email within 10 working days. Now 10 working days has past and I still haven't received the reward card email. Can you please help? Thank you.

[#6]

Hi @haoling. 

Thanks so much for coming here. 

I have sent you over a private message to gather some more information. 

Speak soon, 

Katie

[#7]

Hi could you help me please? I recently joined Plusnet with a reward card of £140 but I haven't received an activation email. I joined on the 19th October.

[#8]

Hi @Laurenjo93.

Thanks for coming to the community.

I've sent you a private message to help further with this.

Debbie