Where is my £50 cashback cheque!?

[#1]

Hi, I was promised  £50 cashback check on renewing contract.

13 months later still nothing and I only have a couple months left on contact.

I find it strange that the customer service ticket for cashback cheque has been deleted!? but no others have.

Luckily plusnet send email confirmation and there is a backup which I have uploaded as proof

I am very disappointed with plusnet.

Can someone please look into this

Moderator's note by Mike (Mav): CSA name removed from attachment as per Forum rules

[#2]

Hi there,

I'm just looking in to this now, with regards to the ticket we don't delete them so let me see what's happened there too.

[#3]

I can still see tickets on your account, if you go here you should be able to see the same: https://portal.plus.net/wizard/index.html?p=search

I'm sorry but we wouldn't reissue the cheque under the circumstances advised, as the 3 month claim period has now well expired this isn't something we'd do, apologies if you were led to believe otherwise.

[#4]

What a useless company any decent company would reissue a check for customer satisfaction.

I signed up because of the cash back which I have yet to recieve no wonder you have such appalling customer reviews.

Clearly this was a con as you could have issued £50 credit or reduced landline price. It seems to me only a few ever get to cash there cheques!!

[#5]

Also can you please explain why the ticket number I have uploaded is not visible in my account!? 

[#6]

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@tomker wrote:

I signed up because of the cash back which I have yet to recieve

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Our records show that your cheque was sent out in August 2015.

Looking at the notes on your account, you appear to have advised us that you did receive a cheque after you re-contracted on the offer in June 2015

[#7]

As the ticket was raised over 12 months ago it has been archived and won't appear on the member centre, however we can still access the archived tickets on your account internally.

[#8]

Cheques are not valid after 6 months!

Please don't make excused about archived tickets. I can still see tickets that are older i.e confirmation of my monthly charge.

[#9]

Cheques may not be valid after 6 months, however we did send this out and you acknowledged you received it in time.

The service notices you can see are not the same as tickets which is why you can see them.

[#10]

I have not acknowledged I received the cheque on time, it is out of date and unusable.

[#11]

Having listened to the calls you made to us on 25/07/16, I don't believe they were handled in the best way, as both advisors clearly did not check through the archived tickets and for this I do apologise.

However you do seem to change your story from the start of the call stating you had not received a cheque at all, but then later saying you do have the cheque with you that we sent out. Then at the start of this thread you advise that you did not receive a cheque at all.

We did send a cheque out in August 2015 and you have advised us that you did receive the cheque. Unfortunately as we were not contacted within 3 months to advise of any problems with the cheque, we would not look to re-issue the cheque.