This topic

Virtual Reward Card

John90 — Tue, 30 Nov 2021 18:07:06 GMT

I got an email back on 5 November saying my virtual reward card had been/was about to be issued and I would receive a follow-up email explaining how to access/activate it. I've received nothing since - does anyone know if there is a certain time period after signing up to a BT package before the reward card is issued? I've checked my account and it says the reward was 'issued on..' but with no date showing.

Thanks.

Re: Virtual Reward Card

RobbieMac — Thu, 02 Dec 2021 09:37:38 GMT

Hi @John90

Welcome to the BT Community and thanks for your post!

I am sorry for the confusion around when you'll receive your virtual reward card. Have you received any word back since your post?

If you still need help post back and we'll give you a hand from here.

Thanks,

Robbie

Re: Virtual Reward Card

John90 — Thu, 02 Dec 2021 10:08:55 GMT

Hi Robbie,

Thanks for the reply. No change since my original post.

Best,

John

Re: Virtual Reward Card

RobbieMac — Thu, 02 Dec 2021 11:06:41 GMT

@John90 wrote:

Hi Robbie,

Thanks for the reply. No change since my original post.

Best,

John

Hi @John90

Thank you for posting back!

I am sorry for the confusion on when you will receive the virtual reward card. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

Re: Virtual Reward Card

kiddala — Mon, 27 Dec 2021 14:43:17 GMT

Hi, I have the same issue.

Email sent on the 15th but no follow up yet.

Cheers,

Dom

Re: Virtual Reward Card

DanielS — Mon, 27 Dec 2021 15:17:18 GMT

Hi @kiddala,

I am sorry to see that you haven't heard anything back yet.

I'm sending you a private message about the Virtual Reward Card. Please reply back to my private message when you get a chance.

Thanks
DanielS

Re: Virtual Reward Card

John90 — Tue, 28 Dec 2021 15:28:13 GMT

You will probably be told to contact the reward team. I did that on 10th December but haven't heard back yet - I suppose Xmas and Covid are casuing further delays.

Re: Virtual Reward Card

John90 — Fri, 07 Jan 2022 11:23:13 GMT

I hope you've had better luck than I have kiddala. I'm still stuck between 'Card Services' and BT - classic case of nobody taking ownership of the problem. Anyway, I've raised a complaint to see if that resoplves things.

Re: Virtual Reward Card

kiddala — Fri, 07 Jan 2022 17:24:48 GMT

Hi John, I haven't but thanks for reminding me it's time for me to chase again.

I did have a call from BT who said to get back in touch after the 6th though he did say it could take up to 30 days.

Happy New Year and good luck

Re: Virtual Reward Card

John90 — Fri, 07 Jan 2022 17:34:36 GMT

As it happens, I got through to BT just after I posted that update. They tried to push me back to the Reward Card service but when I explained (again) that the Reward Card people had already referred me back to BT, they then offered to send a £75 money transfer to my bank account or to take £75 off my bill. I opted for the former but later on they sent me a message to say they had done the latter!

Doesn't feel much like a gift anymore but I suppose it amounts to the same thing.

Good luck with your enquiries.

Re: Virtual Reward Card

kiddala — Fri, 07 Jan 2022 17:37:40 GMT

I'm glad you got somewhere, many thanks with the well wishes.

Re: Virtual Reward Card

nell0101 — Mon, 14 Feb 2022 22:02:23 GMT

I am having a similar issue. BT tell me to contact the card company, the card company say they have no order and I should go directly to BT. I have spent hours on the phone to BT. I have an active complaint reference that BT closed, and I had to phone BT again to get it reopened. No sign of card, it's been 21 days since the order was supposedly made.

Re: Virtual Reward Card

RobbieMac — Tue, 15 Feb 2022 09:05:17 GMT

Hi @nell0101

Thank you for your post and welcome to the BT Community.

I'm sorry for the delay receiving your reward card. I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Thanks,

Robbie

Re: Virtual Reward Card

kiddala — Tue, 15 Feb 2022 18:07:22 GMT

Hi Nell, it took a little while but I got there in the end.
I'd emailed bt@purecard.com who told me to contact BT after not beig able to find me in there system, I did so and then had some comms with BT who investigated.
I had a response from btcomms@info.bt.com with the following...
"Thanks for getting in touch with us about your BT reward card claim.
I'm sorry that there has been a delay in getting this to you.
I've checked your account and there was a problem with the order for the reward card which is why it hasn't been sent. I'm really sorry about that.
I've now replaced this, you should receive an email confirming this shortly".

Re: Virtual Reward Card

nell0101 — Tue, 15 Feb 2022 18:44:28 GMT

@kiddala thanks for your reply. A moderator has picked this up today and is on the case. So hoping for a resolution in a couple of days.

Re: Virtual Reward Card

cardscam — Mon, 14 Mar 2022 02:06:17 GMT

Hello,

I am here with the same problem. I have ordered BT broadband on 16th December. Broadband service started on 20th December. On 31st December I received an email with information that "you will get your digital reward card in an email shortly"
Unfortunately, I haven't received any email with a virtual reward card since!

Unfortunately, this looks like a deliberate process, so that as many people as possible do not get their reward cards, really a shame BT!!!

I am waiting for instructions on how to solve this problem.

Regards,

Seb

Re: Virtual Reward Card

DavidM — Mon, 14 Mar 2022 10:53:14 GMT

Hi @cardscam and welcome to our community.

Thanks for posting about the reward. I'm sorry you're having problems claiming it. I can help. I'll need a few details so I'll drop you a private message now so you can get in touch.

Cheers

David