BY Reward Card and BT Pure Card

[edymock]

Honestly this seems like a fake advertisement or an absolute shamble.

I placed my order on 1/11/2025 on 2/11/2025 I claimed my reward card my services were installed and activated on 7/11/2025 on the 22/11/2025 I received a text saying that my reward card will be sent soon via email. After a number of email to pure they now claim they have no record of my order and they will need a VOL number which I gave them and they still claim no record and to contact BT. I contacted BT and they opened up a complaint and they gave me a 2 new VOL numbers as they said my claim was sent to Pure Cards but have said contact PUre again with these numbers and their level of expertise they will sure be able to help me. We are now on 16/12/2025 well over my 30 days and after many messages still no card. 

So at this moment it almost feels like a scam BT is using to get customers to sign up to their services. They say there is an issue but yet they ONLY tell you that after you get complaining Pure has not yet openly said this only BT after I have moaned yet again. 

BT should be looked at by trading standards for there fake advertising. I’m not holding my breath. It’s all very simple. I have sent pure proof of my claim, proof of my VOL number, proof that BT agrees I am allowed to claim the reward card yet no one is paying out. It’s a bit rubbish. 

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[Kimberlin]

Indeed, it’s a bit weird. Earlier this year, I switched from BT to Plusnet via OTS and I claimed my Pure Reward card within days of switching and everything went without a hitch. Why there should be the issues appearing on this forum about switching to BT and problems getting the Reward card, it doesn’t seem right at all. Perhaps a Moderator can shed light on this?….

[gg30340]

@edymock 

Have a look at this long thread.

https://community.bt.com/t5/Bills-Packages/BT-Reward-card/td-p/2447374

I will inform the moderators of your problem. If the can help they will contact you on this thread.

[Leanne_T]

Hi @edymock 

Thanks for posting and making us aware. 

I have sent you a private message for some extra details. 

Leanne.

[Leanne_T]

Hi @edymock

I'm really sorry you've had this experience and I have sent your details over to the team to take a look at this for you. Once we have more details we will let you know 🙂

Leanne.

[edymock]

Thank you. I appreciate that. Can’t say I’m holding on to any hope as no one is taking responsibility. Really silly as all the information s there but 2 departments can’t work out how to transfer it to each other. 

So yesterday BT gave me all the information and said they have every hope that Pure Card has the best team who will be able to get this sorted and this morning Pure Card replying with “can’t find you so go back to BT” absolutely stupid. And now in hope Leanne may have some

power and do something. We shall wait…..

[Leanne_T]

As soon as we have more details we will be in touch by private message or on the community @edymock 

Speak to you soon. 

Leanne.

[edymock · Accepted solution]

Pure Card received with thank to

you @Leanne_T  

So

i suppose the answer to anyone who’s getting this issue and being past back and forth speak to Leanne and things get sorted.