Reward card problem

[#1]

I renewed my broadband contract and was told I'd receive a £75 reward card.

I received an email with a 6 digit code and told to claim my reward card. I followed the link in the email to the claim page and entered all the details. I was told that my username and code don't match.

I called plusnet support and told them what was happening only to be told that the rewards had nothing to do with them and I had to call Purecard who dealt with the rewards.

I then called Purecard who said they could do nothing as my details weren't on their system, I then called Plusnet support again who confirmed it had nothing to do with them and to take it up with Purecard.

 I am now stuck between a rock and a hard place with no obvious way of getting this sorted out.

Anyone got any ideas what my next step should be.

[#2]

Thanks for getting in touch @StewA and for bringing the problem you are having with the reward card to our attention. 

I can see you have spoken to our customer service team and they have sent off an escalation to our billing team. 

I have now taken over ownership here and requested they send the update back to me. 

I'll be honest and advise it can take a few days to get back to us, therefore I should have an update by Thursday and a resolution to get this sorted once and for all for you. 

[#3]

Thank you.

[#4]

Morning @StewA, 

I am still awaiting an update from the billing team, so I have sent a chaser. 

If I don't hear back on Monday I will look into an alternative resolution for you. 

[#5]

@SammyM 

Thank you for the email stating that a cheque has been posted out to me.

Amazingly the cheque seems to have been posted 2 days before you asked for it,

I wait in hope.

regards

StewA

[#6 · Accepted solution]

Hey there @StewA how are you doing? I hope all is well from your side.

Have you received the cheque at all?

[#7]

Yes I have received the cheque, Thank you.

[#8]

Awesome, glad to hear it. Let us know if you need anything else.