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£75 prepaid mastercard

rosie1
Newbie
Posts: 5
Registered: a month ago

£75 prepaid mastercard

I switched to Plusnet in June, paid for a year's broadband up front, and was meant to receive an email 10 days after activation with instructions on how to claim a £75 prepaid mastercard.

 

Over two weeks since activation and I have not received an email. I called the number listed on this page https://www.plus.net/home-broadband/faqs/cashback-and-vouchers/

They advised me that they are the third party - called Grassroots - who administers the emails and this deal, and that I had no email as plusnet had not yet passed my details to them.

 

 

They advised me to contact plusnet but the live chat isn't working and i can't get through on the phones - help?

10 REPLIES
Plusnet Help Team
Plusnet Help Team
Posts: 5,509
Thanks: 518
Fixes: 194
Registered: 01-01-2012

Re: £75 prepaid mastercard

Hi there.

We've checked your account and from what we can see you didn't sign up on a cashback deal.

Did you sign up through a 3rd party such as Quidco or TopCashback?

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
rosie1
Newbie
Posts: 5
Registered: a month ago

Re: £75 prepaid mastercard

Hi there,

 

Thanks for getting back to me. I did not sign up through quidco, but through moneysavingexpert. When the page loaded there was a photo of the guy on the advert and a sign saying £75 cashback. I definitely went through the link on moneysavingexpert and not through the main site.

 

 

 

 

rosie1
Newbie
Posts: 5
Registered: a month ago

Re: £75 prepaid mastercard

Hi, so I still can't get through on the phone, and the livechat still doesn't work

 

Am I just to assume that no one is going to bother replying to me here either?

 

Not a good start as a customer AngryAngry

Plusnet Help Team
Plusnet Help Team
Posts: 5,509
Thanks: 518
Fixes: 194
Registered: 01-01-2012

Re: £75 prepaid mastercard

Hi @rosie1 

 

I've asked a colleague to look into this further and I'll update your account when we know more

If this post resolved your issue please click the 'This fixed my problem' button
 Matthew Wheeler
 Plusnet Help Team
rosie1
Newbie
Posts: 5
Registered: a month ago

Re: £75 prepaid mastercard

Hi there,

 

Can you let me know a timescale for when there may be an update on this? I have just tried the chat and phone again but have not been able to get through on either.

 

If you're not sure of the timescale can you please advise me of your complaints process? It doesn't seem right to advertise a deal and get me signed up on that promotion and then pretend like I didn't sign up through it when I did Sad 

Superuser
Superuser
Posts: 3,181
Thanks: 1,612
Fixes: 11
Registered: 10-04-2007

Re: £75 prepaid mastercard

The link to the complaints process is in the footer of every forum page.  I've copied it in this reply if it helps.

 

 

Laylee
Newbie
Posts: 2
Registered: Friday

Re: £75 prepaid mastercard

 It's now been 19 days since I went live with the broadband system and have
yet to receive the promised email ("within 10 days") detailing how I get
the prepaid MasterCard.

Any comments/ideas?

 

Aileen

rosie1
Newbie
Posts: 5
Registered: a month ago

Re: £75 prepaid mastercard

Hey Aileen

I've been trying to speak to plusnet about this for a month now and the replies on this thread show you how far I've got Sad it's all feeling a bit like a scam really, and plusnet don't care once they've got us locked into contracts

My next step is to make a complaint, and if the complaint goes nowhere try and take it to the ombudsman - total pain in the neck but I have limited income and £75 is actually quite a lot of money to me Sad
Plusnet Help Team
Plusnet Help Team
Posts: 11
Thanks: 4
Fixes: 1
Registered: a week ago

Re: £75 prepaid mastercard

Hi Aileen.

 

I'm sorry you haven't received the email yet. If you send your username by private message I can look into this and get an update for you.

 

Thanks.

If this post resolved your issue please click the 'This fixed my problem' button
  Tahir M
 Plusnet Help Team
Laylee
Newbie
Posts: 2
Registered: Friday

Re: £75 prepaid mastercard

Hi Rosie

 

Yes it all feels a little disjointed. I've had a response from one of the staff. So I'll see how it goes.

I think if you've had no satisfaction after a month then I'd use the complaints procedure. 

 

Good luck and keep us all up to speed.

 

Laylee