Difficulty claiming the reward card

[#1]

Hi all

Unfortunately I am having my second experience of very poor plusnet customer service.

When I signed up, there was a £65 reward card deal on for new customers. I signed up exactly as per the terms of this deal, even taking screenshots as I went to show the terms of the deal. I am sure there must be a record that I signed up as per these terms (by a date via the plusnet website).

Plusnet are now refusing to honour this, I have spent several weeks messaging several different customer service staff who send one message then stop replying, I then have to wait several days for a further reply from a new person and start all over again.

I know I am not the only person who has had this problem as a google shows several people have had issues claiming so it looks like something may have gone wrong on plusnets end. Luckily I do have all the evidence to prove the terms I signed up to but plusnet just seem to be ignoring this!

The whole process is incredibly frustrating. Does anyone have any tips to get this sorted? It’s quite a lot of money and was the main reason I signed up! Thank you

[#2]

At the bottom of every page is the link to the Complaints procedure. Might be worth using that as you seem to have exhausted the other way . Link added here to help https://www.plus.net/help/legal/complaints-code-of-practice/ 

[#3 · Accepted solution]

Hi Tom,

I'm really sorry for the issues you've had getting your reward card. I can see you've messaged us on Twitter and one of my colleagues has taken ownership offering you an alternative resolution.

She'll get back to you as soon as possible via the ticket ref 227870189.

[#4]

Thanks. After 2 weeks of back and forth I have eventually managed to get this sorted. Advice to anyone else is to make sure you take screenshots when signing up with a similar deal and don't give up trying to claim it!

[#5]

Sorry again for the trouble you've had but glad that it's sorted now 

Let us know if there's anything else you'd need help with 

[#6]

Can't work out how to post a new thread. Reward card won't accept my information. When looked on plusnet there is a very long password which I have not registered. What can I do, no reward card phone answer, useless if can't activate

[#7]

Sorry to hear this @Sylvi 

The reward card team aren't open on weekends which is why you won't have been able to get through. They're open Monday to Friday between 9am and 6pm so if you call them then you'll get through to them.

Alternatively, you can fill out this contact form here and they'll get back in touch with you