Dear Plusnet,
I'm…read morewriting to let you know of the extremely dissatisfying service I had with your customer services team today. At all stages of communicating with your staff - through your chat service, with one of your call centre team members, and then their supervisor - I felt let down, undervalued and like Plusnet had no real intention of satisfactorily resolving my complaint. They just didn't seem to care at all.
To give you some context, I signed up with Plusnet at the end of August over the phone. During the initial sales call, the consultant I spoke to promised that I would receive an £80 cashback offer after three months. Now, this is an extremely important point to make: I was not told at any point that I had to do anything to receive this offer or, most crucially, that I would receive an email with instructions attached to activate the offer. It bears repeating: this information was never communicated to me.
Now let's fast forward to this afternoon when I contacted your chat service. I had been checking my bank balance periodically to see if my cashback offer had been deposited in my account, and I got in touch as it had not yet appeared. Your chat service assistant told me that an email had been sent with instructions to claim my cashback offer and it had now expired. When I explained that I had not been told that I needed to do anything to receive the cashback offer, nor had I been told to expect an email with instructions, your representative just reiterated that an email had been sent and the offer had expired - refusing to listen to what I had said about receiving none of this information.
At this point, he sent me the email address connected to the cashback offer and said I should check my email inbox as I may have missed it. After checking my inbox thoroughly, it was clear that I had received no emails in my inbox or spam folder related to the cashback offer. I related this to your representative who said that it must have landed in my spam folder and then expired. He went on to say that since 'we let you know when you should receive the redemption email' - which you categorically didn't do - and that seeing as I 'hadn't either redeemed the offer or even got in touch querying it, it then expired in line with the terms and conditions of the cashback offer'. Again, it would have been impossible for me to query this offer or check the terms and conditions as none of this information was related to me. When I asked to speak to a manager, your representative refused and responded to me like a robot saying that there was nothing anyone would do because 'the offer was allowed to expire'. He continually made me feel like it was all my fault, even though I had stated multiple times that no one had ever told me that there was a process to follow to ensure I received the cashback offer. Eventually, he said he would ask a supervisor to speak to me but then didn't respond for at least 15 minutes, so I decided to contact your call centre.
I explained my situation again, and your representative asked me to re-check my inbox for the email - even though I had made it sufficiently clear that no such email was in my inbox or spam folder. He then proceeded to reiterate what the person on the chat service had said - again ignoring the fact that none of this vital information around the cashback offer had ever been related to me. I asked to speak to a supervisor, and he refused to connect me to his floor manager, as he said he 'would say exactly the same thing'. Finally, I was passed on to the floor manager who seemed equally uninterested in resolving my complaint. He offered me a paltry £10 goodwill gesture, which is truly insulting, considering it's entirely Plusnet's fault that I have not received the cashback offer.
Furthermore, if you are sending out an email with important information regarding a cashback offer, shouldn't you be ensuring that it's not landing in people's spam folders where no customer is ever likely to see it? Or do you send it to the spam folder because you are reluctant to actually deliver on the offers that you promise customers?
I think that the only right and proper thing for you to do is issue my cashback offer in full as soon as possible. If you do not, it will solely confirm the fact that you do not care about resolving my complaint at all, and that you do not care about your customers full stop.
Please do not respond, as your representatives did today, with boiler plate responses laying the blame at my floor when Plusnet is clearly responsible. You are simply just unwilling to deliver on the offer you promised. I do not wish to hear from you if you are only going to explain how I am at fault. Please only respond with a statement that explains what you are willing to do to resolve my complaint.
You need to improve your customer service immediately.
