Another no reward card email

[#1]

Hi there, new customer here. My service was set up and activated on the 16th May but I still haven't received any emails regarding the reward card. Given it ten days now so hopefully someone can help here.

[#2]

It says it is normally 10 working days, so you are still only on day 7 at the moment

[#3]

Hi @tomslater85,

We're really sorry to hear that you haven't received your redemption email yet. Please be aware we have also had a bank holiday which may have delayed this a bit. Can you please confirm if you signed up with us directly or through a third party site such as TopCashback or Quidco? 

If through a third party, you would need to chase this up with them directly. Redemption emails can end up in your junk mail so please also check there.

[#4]

Hi there, thanks for the replies.
I'm fairly sure it was direct through plusnet. In any case, I can't find any emails from a third party from around the date I began my order (7th May), spam or otherwise.

[#5]

Thanks for getting back to us @tomslater85

I've e-mailed the relevant team regarding this for clarification.

As soon as we know more we'll update you further.

Apologies for any inconvenience

[#6]

Hi there. Just wondering if there's been any update on this issue since last week?

[#7]

Thanks for getting back to us Tom, it looks like this may have been a records issue on our side.

We can now see you've signed up on a cashback offer that's redeemable through us.

I've raised this to our billing team to process the cashback and we'll update you on the progress within 5 working days.

[#8 · Accepted solution]

Hi Tom, we've arranged to send you a cheque which should reach you within 14 days at the latest.

Sorry that this isn't a reward card, we can't manually issue these out.

[#9]

Thank you for your help in resolving this.

[#10]

No problem Tom.

Let me know if you need any further assistance.

[#11]

Hi there, I have the same problem. My service was set up and activated on the 1 Julay but I still haven't received any emails regarding the reward! 

[#12]

Thanks for getting in touch @kpslot.

I'm sorry to hear that you haven't received the e-mail yet to claim your reward card.

I've raised this to the relevant team for investigation and as soon as we know more we'll update you further.

Apologies for any inconvenience caused