Another one struggling with the reward card redemption

[stereohaven]

I have no idea what is going on.

Followed the instructions to redeem a £70 Virtual Reward card, had texts to say all is sorted, have a missing image when I log in here which I assume may be the card I am supposed to have. Over 14 days have passed post installation, nothing.

So where is it?

My account tells me I have an outstanding order, I cannot use my UPRN because I have an outstanding order, but when I look at my orders, there aren't any outstanding.

I've cross checked emails, junk, spam, MyBT, still can't find anything. Can anyone point me in the right direction please?

[stereohaven · Accepted solution]

Got an email yesterday confirming my card had "arrived", jumped through several hoops online and I now have the virtual card number. 

Clearly there is a disconnect between what is being set as a customer expectation and delivery, but it has finally turned up.