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where is my £75 cash back

peter349
Dabbler
Posts: 20
Thanks: 1
Registered: 10-12-2014

where is my £75 cash back

I have been patient and polite and emailed you 3 times now - where is my £75 cash back, please?
Please don't give me any nonsense and rubbish. I got an email from you that said click this to claim your cash back automatically. I did this and have got nothing, - not even a reply as to why you are not replying.
peter349
14 REPLIES
Community Gaffer
Community Gaffer
Posts: 17,644
Thanks: 636
Fixes: 162
Registered: 05-04-2007

Re: where is my £75 cash back

Hi there,
Could you let me know roughly when you clicked the link in the email to claim your cashback? The cheque should be sent within 30 days of you clicking through on this.
If this post resolved your issue please click the 'This fixed my problem' button
 Chris Parr
 Plusnet Staff
peter349
Dabbler
Posts: 20
Thanks: 1
Registered: 10-12-2014

Re: where is my £75 cash back

More than 30 days ago, about 35 days in fact. Where is it?
Community Veteran
Posts: 26,678
Thanks: 900
Fixes: 10
Registered: 10-04-2007

Re: where is my £75 cash back

Quote from: peter349
I have been patient and polite and emailed you 3 times now

... and each time I'm betting that you sent the email to an email address that is not monitored. The only way to communicate with Plusnet online is via the Help Assistant: http://www.plus.net/wizard/
jelv (a.k.a Spoon Whittler)
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peter349
Dabbler
Posts: 20
Thanks: 1
Registered: 10-12-2014

Plus net customer service is appalling

Plus net customer service is appalling
Now you have me under contract, your service is so poor - you reduce your complaints simply by keeping people on hold for far too long.
You won't be getting a good feedback from me.
I'm still waiting for my £75 cashback - well after the 30 days time limit promised.
peter349
Dabbler
Posts: 20
Thanks: 1
Registered: 10-12-2014

Re: Plus net customer service is appalling

How amusing - just on hold (again) with you lot and "Don't you want me?" is playing...
Can't you guess?
peter349
Dabbler
Posts: 20
Thanks: 1
Registered: 10-12-2014

Re: Plus net customer service is appalling

So get this -
After a 16 minute call we find out:
Your email sent to me on the 10 Nov states a £75 cashback cheque within 30 days of clicking that email.
But your systems don't recognise those clicks until the next batch round which was on the 17th Nov.
IT'S STILL MORE THAN 30 DAYS - EVEN AFTER YOUR BATCH DATE
It shows that lies - and nothing but lies - are built into your systems. You offer to do something within 30 days and keep the batch dates quiet.
I am a Yorkshireman - and if your lies are the best you can do - I won't be telling people I'm from Yorkshire in case they have already had a dose of your Customer Service.

I'm genuinely sorry that you work for a company that will happily lie outright.
roblatus
Dabbler
Posts: 22
Registered: 30-11-2014

Re: Plus net customer service is appalling

to be honest i think this is typical of how they operate. I fell for the whole Yorkshire thing and to be honest they have been an absolute shower of poo and an embrasssment to all things Yorkshire. Fortunately i have now got out of my contract with them.
Moderator
Moderator
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Registered: 11-01-2008

Re: where is my £75 cash back

mod:note
merged multiple threads to keep all info in one place.

Customer / Moderator / If it helped click the thumb / If it fixed it click 'This fixed my problem'

Community Veteran
Posts: 3,380
Thanks: 4
Registered: 18-01-2013

Re: where is my £75 cash back

I don't think Plusnet have ever been deliberately dishonest but I've seen their billing and refund systems fail the customers a number of times in the past.
When they mess up, they usually confess to it and don't try and sweep it under the carpet.
My money is on some kind of system mess up which has caused this rather than a deliberate action.
gswindale
Grafter
Posts: 942
Registered: 05-04-2007

Re: where is my £75 cash back

OK
Bearing in mind your earlier post suggests this would be picked up on a batch run from 17th Nov.
That is precisely 30 days ago today.  The cash back refunds are being issued by cheque.
Are you 100% certain that PN have not processed this or could the hold up be with that well known institution that is the Royal Mail?  Only mentioning this as we had an envelope turn up in our work post yesterday that had somehow come unsealed on all three seals and contained nothing - we suspect it was a cheque but have no way of knowing who it was from!
Rather than canal refunds; would it not be possible to place a credit on the account to offset the first x months bills?
legalfreak
Dabbler
Posts: 13
Registered: 08-12-2014

Re: where is my £75 cash back

My sympathies with the OP, like many others I clicked on the November 10th email and am still waiting for my cheque.
Of course, it might be a problem with Royal Mail but that is no excuse for the lack of information. They are really dragging their feet on this one.
I was told that they can easily credit us with the money to our account.
Have a look at the other thread and you'll see that their CS staff are providing rubbish information which then Chris has to slap them down here on the forum.
The fact is that they look like a company that couldn't give a toss.
legalfreak
legalfreak
Dabbler
Posts: 13
Registered: 08-12-2014

Re: where is my £75 cash back

It was indeed Royal Mail as the cheque arrived today.
Legalfreak
peter349
Dabbler
Posts: 20
Thanks: 1
Registered: 10-12-2014

Re: where is my £75 cash back

I have also rcd my cheque today.
I will give PlusNet the benefit of the doubt - even though they did not keep their original promise and caused me quite a bit of unnecessary strife.
I hope this is the worst of the customer service I will ever experience from them.
Plusnet Help Team
Plusnet Help Team
Posts: 13,253
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Fixes: 62
Registered: 27-04-2007

Re: where is my £75 cash back

Sorry for the delay and thanks a lot for letting us know that the cheques turned up.
If this post resolved your issue please click the 'This fixed my problem' button
 Adam Walker
 Plusnet Help Team