BT Rewards says NO

[IanW5177]

Signed up for BT Infinity with weekend calls on 30/3/18 where a £150 Mastercard was offered (have a screen shot of the offer which was valid for sign ups before 5/4/18).  My  BT switch went live on 17/4/18  and I have subsequently tried through my account to claim this reward but can't find a link.

Came to the forums and found the link helpfully posted by a BT mod, followed it, signed in only to see that no  reward is due to me.  Not surprisingly - not very happy.  Before I go into full complaint, ombudsman, advertising standards agency rant mode I did notice searching this forum that the mods on here seem very helpful so perhaps they can shed some light on this and spare my blood pressure.

Account No is *************, which I don't think is a state secret without my loggin details.

Help appretiated.

[Stumpy21]

Patience may be needed

As your switch was only activated on the 17th I would leave it a while before you do anything.

It can often take up to a week after your order is active before you can claim your reward.

[NeilO]

@IanW5177 Sorry about that, when you order BT Infinity the reward should be visible as soon as the order completes. If you use the 'click here to contact the mods' link in my forum profile to send in your details we'll get this looked into. You can find the link by clicking on my username.

I've removed your BT account number that info should be kept private as this is a public forum and visible to everyone on the internet.

Thanks

Neil

[JohnC2]

Hi @IanW5177 Thanks for sending over your details. I've submitted your claim for the reward card and the team will email you over the next few days to advise on delivery.

Cheers
John

[IanW5177]

Many thanks for that.  BT doesn't always have the best rep for customer service but I'm impressed thus far by the  speed and helpfulness on this forum.

Hopefully your rewards team can sort it out.

[IanW5177 · Accepted solution]

The rewards team have indeed sorted it out.  I have had confirmation that I am entitled to a reward, it was ordered on my behalf and now have official confirmation that it has been sorted with a facility to track the card's progress.

As I said earlier BT has is sometimes slated for customer service and I was half expecting this to be something of a battle,  Fair do's, this has been dealt swiftly and helpfully so many thanks to those concerned.

If you would like me to submit positive feedback somewhere, please send me a link, otherwise I am happy for this thread to be closed.  Thanks once again for your help. 

[JohnC2]

Hi @IanW5177 Thanks for the update and glad to hear they have sorted this so quickly for you.

Cheers
John