No Email About Reward Card

[#1]

Like many others, it seems, I'm waiting for an email with a claim link for my Reward Card. My install completed 20/11/25 so I've waited well over 28 working days.

[#2]

Hi @hoult13 

Welcome to the community.

I've sent you over a private message to take some details to chase this for you.

Michael

[#3]

While I appreciate the responsiveness of the help team on this forum, and am corresponding with them via private messages, I wanted to let people know that so far I've been sent to Blackhawk to chase this because Plusnet said they'd sent the details through, but Blackawk said they haven't got them and I have to go back to Plusnet.

I find this rather absurd. Why should I have to chase Plusnet's supplier for something Plusnet are supposed to give me? 

I'm reasonably confident this will be resolved but for the record I object to Plusnet making this so painful. Why use the reward card system at all? Why not just give an upfront credit or discount on the package?

[#4]

I’ve got a slightly different problem. I came back to Plusnet in November after 2 years away and i got my reward card within a couple of weeks, and registered it. The trouble is, i can’t remember the name of the card provider or the PIN they gave me, and i can’t find anything in my emails to remind me. It’s like a normal Mastercard except you can only spend what’s on the card, and you can log in to see your balance. Any ideas?

Edit- got it. Purecard.com, after that everything was simple. I’ve edited my post as I couldn’t see how to delete it…

[#5]

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@hoult13 wrote:

Why not just give an upfront credit or discount on the package?

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The answer to that very valid question is very much to do with the behaviour of the buying public.  It has been raised many times to the business; to me the best simple price with no malarky does seem like the right way to go.  However, apparently marketing research suggests that there merits are...

1. £30 pcm for two years with an up-front £120 cash back is thought to be more attractive to customers than £25 pcm ... event though over two years is exactly the same £600 (it is worrying the number of folks who think they are getting something for free here)
2. The 'jump' from the discounted price to the 'out of contract' price (£30 to say £60) is seen a lesser 'smack in the face' as £25 to £60 ... though that is readily addressed by taking out a new contract, regardless of the price jump

Personally I see no justifiable merit for this costly and administratively flawed malarky, but when it runs to plan, it is fairly smooth, but when it goes wrong, it is a bit of a dog's dinner.

If you have received the INITIAL email, made the claim and heard nothing further then the issue is indeed with Blackhawk.  If you have not received the email, then the issue is potentially with Plusnet.  Take a look at the ticket history on your account, it should indicate if, when and to what address the claim invitation email was sent.  Some email providers and quite unhelpfully treating these emails as SPAM causing then to not be received visiting unreasonable grief on Plusnet.

So the first question to explore, was the invitation email sent by Plusnet, received by you and acted upon?  Inspecting the ticket history - see the link below is a good starting point.

There is though the scenario where one signs up via a third party, who also offer incentives.  An affiliate incentive and a Plusnet reward card will both not be fulfilled - it is one or the other.

[#6]

Well, whatever marketing research suggests I would rather have a straight discount 😊. But I take the point.

My issue was that I never got the initial email. I was sent to Blackhawk because Plusnet said they'd sent my details through, but Blackhawk said they hadn't got them so I was sent back to Plusnet. Finally, Plusnet have said they'll simply give me a credit on my account - oh, what a good idea! However, despite having received emails saying this, the credit still doesn't show on my account, so I don't consider the matter closed yet. Watch this space 🤣.

[#7]

Credits do not “appear” on accounts as such - no credit note is raised in a manner similar to an invoice / bill.  On the next billing cycle there should be a “credit” item matching what was offered (or at least an amount to zero the next billing cycle, anything left over being credited to the next one).

[#8]

Thanks for your reply. The reasons I expected to see something on my account are (a) the email I had saying I was due a credit said I would be able to see it in Member Centre (b) there is a "Balance" figure on the account - and that's where I expected to see the credit figure taken account of.

I made this point to the community support person and they said I should be able to see it the Member Centre and should get an email when the credit is visible on the account. Otherwise, as you say, I'm left having to trust that it's been done and that it will show on the next bill(s). I don't understand why it's proving so difficult. So I'm still in waiting mode 🙂

[#9]

@Gandalf 

Can you clarify the expectations around credits being made to accounts please?  I know that credit notes are not 'issued' in the same manner which bills / invoices are.  Thereby there is no sense of a balance on an account between bills, one just sees the previous billing amounts and the last 5 payments made on the account.  AIUI a credit 'appears' when the next billing cycle fires.

Advice given to @hoult13 sets an expectation that between billing cycles, users should be able to see an adjusted net balance on an account - is that correct?  My account is in credit (referrals balance) however, I do not see a credit 'balance' just that the previous invoice / bill was a negative figure.  Do different users see different functionality in the portal depending on the sate of their account?