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Aspiring Contributor
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Message 1 of 10

BT Reward Card Not Received

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Hi.  On 5th October, I went live with phone/broadband (purchased via MoneySavingExpert .com) and soon after applied for my BT Reward Card.  However, I still haven't received it. 

- I got my original confirmation/BT Reward Card Activation email on 12th October.

- When the card didn’t arrive, I re-applied for a replacement (2nd Activation email dated 16th November).

- That card didn’t arrive either, so I re-applied yet again (3rd Activation email dated 6th December).

Each time, Cardholder Services confirm that a Reward Card has been issued and will reach me within 7-10 wording days.  It's been a long time now and I'm worried there is something wrong with the process.

Can anyone please help me with a solution?

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Moderator
Moderator
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Message 2 of 10

Re: BT Reward Card Not Received

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Hi @H0w

Thanks for your post and welcome back!  I have moved your post to start your own thread as that's the best thing to do.

Sorry that you still haven't received the reward card.  I can see from your comments that you have chased this quite a few times now and despite receiving emails saying the card has been issued nothing has arrived.

Send us over your details and we'll check what happened.  Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie

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Aspiring Contributor
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Message 3 of 10

Re: BT Reward Card Not Received

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Hi Robbie. Thanks for coming back to me so quickly. As requested, I've sent through all the required information via the Contact Form. Fingers crossed .....


@RobbieMacwrote:

Hi @H0w

Thanks for your post and welcome back!  I have moved your post to start your own thread as that's the best thing to do.

Sorry that you still haven't received the reward card.  I can see from your comments that you have chased this quite a few times now and despite receiving emails saying the card has been issued nothing has arrived.

Send us over your details and we'll check what happened.  Click on my username here >> RobbieMac << and you'll see our contact link underneath my profile picture.

Cheers,

Robbie


 

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Community Manager - Retired
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Message 4 of 10

Re: BT Reward Card Not Received

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Hi @H0w I'm really sorry you've had to contact us so many times about your reward card.

I have contacted the team that deals with these claims, it will take them a few days to update me but I'll get back to you as soon as I have an update.

Thanks

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Aspiring Contributor
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Message 5 of 10

Re: BT Reward Card Not Received

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Much appreciated. Thanks!

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Community Manager - Retired
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Message 6 of 10

Re: BT Reward Card Not Received

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No problem @H0w 🙂

The team actually got back to me this morning. They are getting this investigated further on their end, as the previous reward cards appear to have been sent out and they're not sure why you haven't received them (we have double-checked your address and it is correct on their end).

They may have to do another resend, but I'll be able to confirm that at the start of next week.

Thanks

 

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Aspiring Contributor
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Message 7 of 10

Re: BT Reward Card Not Received

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Hi Stephanie. Many thanks for keeping me updated 🙂  Just a thought - please mention to the Team when they respond that - if they re-issue the card (for the 4th time) - please could they send RECORDED DELIVERY? ie. so that it's tracked/signature required on delivery?  Or if they can't/alternatively - can BT arrange to credit the amount directly to my BT Account? would that be an option?? 

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Community Manager - Retired
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Message 8 of 10

Re: BT Reward Card Not Received

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Hi @H0w 


@H0w wrote:

please could they send RECORDED DELIVERY? ie. so that it's tracked/signature required on delivery? 


I double-checked this and that's not possible unfortunately, we don’t have an agreement with our card suppliers to send via recorded delivery.

The rewards team got back to me there and advised that the suppliers re-sent a new card on the 04/01. They've given me a timescale of 10 working days so I'll contact you back on Monday 21/01 as I happen to be out of the office Friday 18th. If you get the reward card before then, please do update this thread.

It's very unusual for so many cards to not be received, have you had any other problems not receiving other correspondence by any chance?

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Aspiring Contributor
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Message 9 of 10

Re: BT Reward Card Not Received

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Hi. My card has been received and activated, so everything is sorted. Thanks very much.
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Community Manager - Retired
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Message 10 of 10

Re: BT Reward Card Not Received

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@H0w thank you for letting us know, great news 🙂

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