Topcashback tell me that plusnet have declined my cashback because terms and conditions not met

[#1]

At my plusnet renewal last year (August), I switched from FTTC to FTTP (Full Fibre 145).  This was supposed to come with £35 cashback (Topcashback). 

I did not receive the cashback so raised claim with Topcashback. They have now come back to me and said that Plusnet have rejected the claim because the "terms and conditions were not met".

I'm massively unimpressed with this. It was a clear unambiguous offer incentivising me to renew/upgrade with Plusnet. There were no special conditions. It was a straightforward renewal upgrade. The cashback offer was dead clear. 

Having had occasional non-trackers before, I took a screenshot showing "Cashback Activated" at the time I renewed (attached below).

Can anyone explain this?

    

[#2]

The screenshot above shows that 'Exclusions may apply'. What did the TopCashBack site say?

[#3]

Thanks Mav. 

There was nothing that made me doubt I would get it. It was just usual stuff about not doubling up on vouchers, not combining with reward cards etc. All that said, it isn't topcashback that have declined it though.  It is PlusNet.

I made a claim to find out why it hadn't been paid. Topcashback checked with Plusnet. Plusnet replied saying "terms and conditions not met".

This was a bog standard renewal and upgrade. No modifications to order from my end. No changes in requirements. Signed in to account as existing user. Checked Topcashback was activated and then clicked to buy.

I'm exactly the target audience these incentives were designed for. 

[#4]

Hi @SteveMiller 

Looking at the page on TopCashback here it states under the 'What else is essential'  section that "Plusnet do not pay cashback to existing customers. Cashback is only available to new customers."

Unfortunately, I suspect this will be why it was rejected.