topic Re: Gift cloud referral voucher issues in Billing

Gift cloud referral voucher issues

animal_ — Mon, 03 Mar 2025 10:06:51 GMT

Hi,

I need assistance as I’m going around in circles with this issue. I referred my father to TalkTalk through the partnership with TalkTalk and Giftcloud, with the promise that we would both receive a £50 voucher once his billing commenced.

On January 20th, I received an email confirming that my father had completed the switch and that I would receive my voucher within 10 days. It is now March 3rd, and I have still received nothing.

The initial email clearly instructed me to contact hello@giftcloud.com if I did not receive my voucher within 10 days. Despite following this instruction and raising two separate tickets, I have yet to receive my reward. My first ticket was acknowledged, but all follow-ups were ignored for almost four weeks, forcing me to open a second ticket just to get a response. This is completely unacceptable and reflects extremely poor customer service. When I referenced my first ticket in the second request, I was then told to raise this issue with TalkTalk instead.

At this point, this feels like blatant false advertising. I have upheld my part of the agreement by referring my father, and as a loyal customer across multiple family households for years, I am extremely disappointed by the lack of resolution and accountability. I am being passed back and forth with no one taking responsibility.

This partnership between TalkTalk and Giftcloud needs significant improvement, particularly in communication and the fulfillment of promised rewards.

I would appreciate immediate assistance in ensuring that both my father and I receive the vouchers we were promised.

Many thanks,

Re: Gift cloud referral voucher issues

jazzman3 — Mon, 03 Mar 2025 10:11:06 GMT

Good luck with this. There are some many other complaints about these gift vouchers there must be something wrong with this voucher system.

Re: Gift cloud referral voucher issues

Gliwmaeden2 — Mon, 03 Mar 2025 10:14:24 GMT

@jazzman3, your posts will cause delay in the queue for the original poster.

@animal_, your thread is in the queue for attention. Look out for replies from staff. They are on here during the day, Monday to Friday.

Re: Gift cloud referral voucher issues

Arne-TalkTalk — Tue, 04 Mar 2025 13:12:32 GMT

Hi animal_

I have passed on your details to the team responsible for the vouchers.

Sorry for the delay

Re: Gift cloud referral voucher issues

animal_ — Tue, 04 Mar 2025 14:17:15 GMT

Thanks.

What is the SLA for a response or resolution? What happens now?

Re: Gift cloud referral voucher issues

Arne-TalkTalk — Wed, 05 Mar 2025 12:37:47 GMT

There is no SLA sorry, but you will get the voucher.

Re: Gift cloud referral voucher issues

animal_ — Wed, 12 Mar 2025 08:35:00 GMT

Thanks.

Are there any updates? I was told on January 20th I'd be receiving my voucher shortly.

Giftcloud have now confirmed the following after months of no response:

Lucy Brockton (Giftcloud)

11 Mar 2025, 11:14 GMT

Hello,

We’re really sorry that we’re unable to send you a reward for your purchase with TalkTalk.

Unfortunately, due to changes on TalkTalk’s side, they have had to use an alternative method to reward their customers instead of issuing vouchers. As a result, we are not currently able to fulfill any rewards on their behalf.

We understand this may not be what you expected when signing up for the offer, and we appreciate your frustration. However, TalkTalk has assured us that an alternative reward will be provided to customers who reach out via the following link: TalkTalk Reward Card.

We sincerely apologise for any inconvenience this has caused and appreciate your understanding.

Best regards,

This feels like either a huge scam or a bad partnership between TalkTalk & Bettercloud. My father and I should not be having to chase something that was agreed and promised.

Thanks,

Re: Gift cloud referral voucher issues

Gliwmaeden2 — Wed, 12 Mar 2025 09:23:08 GMT

@animal_, I've seen some customers being simply awarded the cash amount by Talktalk which at least covers the promised value.

I'll re-escalate this for you.

Re: Gift cloud referral voucher issues

Arne-TalkTalk — Wed, 12 Mar 2025 12:10:30 GMT

Hi animal_

There is a note on your account advising you are eligible for the voucher, they are working through a backlog at the moment.

Sorry for the delay.

Re: Gift cloud referral voucher issues

animal_ — Wed, 09 Apr 2025 18:08:41 GMT

Almost 4 months on and this is still yet to be resolved.

At this current moment I believe this all to be 1 big false advertisement.

I’ve been a loyal customer for years over multiple households. This is shocking.

Re: Gift cloud referral voucher issues

Arne-TalkTalk — Thu, 10 Apr 2025 13:01:31 GMT

Hi I presume your father hasn't had the voucher either. Can you add your fathers account number to the private notes section of your community profile and I can sort this out.

Re: Gift cloud referral voucher issues

animal_ — Wed, 30 Apr 2025 21:49:43 GMT

Hi,

He has advised he has received some form of credit against his account rather than a voucher.

however, 5 months on and I am yet to receive anything or any confirmation that I am to.

Re: Gift cloud referral voucher issues

Gliwmaeden2 — Wed, 30 Apr 2025 22:12:46 GMT

Re-escalating this thread for you, @animal_.

The staff team has been changed, so you'll be getting replies from a different person.

Re: Gift cloud referral voucher issues

nomfezeko-TT — Thu, 01 May 2025 12:54:51 GMT

Hi there, thank you for reaching out to us. We sincerely apologize for the experience you've had; this is not the level of service we strive to provide to our customers. We appreciate your feedback and would like to resolve this issue for you as quickly as possible.

Please allow us to investigate the matter further. We will keep you updated and ensure that the problem is sorted out promptly.

Thanks,

-Fez.

Re: Gift cloud referral voucher issues

nomfezeko-TT — Thu, 01 May 2025 13:11:06 GMT

Please ensure you update your community profile and add your landline number and/or account number so your account can be identified. Please don't post personal information here.

https://community.talktalk.co.uk/t5/user/myprofilepage/tab/personal-profile:personal-info

-Fez.

Re: Gift cloud referral voucher issues

animal_ — Tue, 10 Jun 2025 20:34:21 GMT

My account number has been on my profile since creation.

Almost 7 months on, still no voucher. Absolutely shocking.

Re: Gift cloud referral voucher issues

Gliwmaeden2 — Tue, 10 Jun 2025 20:58:49 GMT

@animal_, it's been more than a month since you previously replied.

I'll re-escalate this to get it back in the queue for attention.

Not sure quite why you were asked for your account number again, but it will take time for the new support team to catch up with all of Talktalk's ways.

Re: Gift cloud referral voucher issues

kanya-TT — Wed, 11 Jun 2025 07:11:34 GMT

Hey there, @animal_ . Let's look into this for you.

Kanya

Re: Gift cloud referral voucher issues

animal_ — Mon, 08 Sep 2025 13:15:25 GMT

How many more times can this be looked into without a resolution?

Absolutely terrible, 10 months on & no solution.

False advertising and an absolute shun to TalkTalks existing customers who thought so highly of the company by recommending the service to family and friends to only be lied to about receiving rewards for doing so.

Re: Gift cloud referral voucher issues

Gliwmaeden2 — Mon, 08 Sep 2025 13:19:25 GMT

Re-escalating this for you, @animal_.