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Tom_Customer
Beginner
2,303 Views
Message 1 of 11

No Reward Card

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I'm currently facing what's turning out to be a negative and unfortunte start to my new contract with BT for broadband, TV and phone. It's a shame as I'm generally happy with the services so far.

 

The issue is that BT currently offer a £150 reward card for their online orders which was one of the reasons that I opted to go ahead with a new BT contract, switching from Sky. The offer is not available for orders placed over the phone, something that I was not aware of when placing my order. This was not immediately clear as I'd done all of my research online and was in the process of placing my online order.

 

I'd appreciate some opinions and any help in resolving this with BT.

 

Here's a detailed overview:

 

I attempted to place my very recent BT order online multiple times but was unable to complete it as BT.com was not allowing me to proceed stating that I was already a BT customer, which I was not. As a result of this fault, I phoned BT to discuss and resolve the issue with my online order. I was told not to worry and that my order would be completed whilst I was on the phone with no mention of the £150 reward card being lost as a result.

 

I had made my decision to proceed with BT partly based on the reward offered. I was told that I would be receiving the same deal that I was viewing but unable to order on BT.com. Now that my BT package is installed, I attempted to claim my reward online but was unable to do so. I opened an online support chat through the BT site and was informed that my issue was resolved and that I would receive my reward card within 20-30 days. As a result of being informed that my issue was resolved, I provided positive feedback in the survey that followed my online support chat.

 

The following day (yesterday), I received an e-mail from the BT vouchers team stating that my case has been reviewed and that I am not eligible for the reward card as my order was placed over the phone. As the BT website was at fault in not allowing me to proceed with my online order and as I was not informed about the loss of the reward when I phoned to complete my online order, I feel that sticking to the line that I am not elligible for the reward card is unfair and sure to cause unnecessary negative customer experience.

 

I've since recieved a follow up e-mail stating that there is nothing that the BT voucher team can do and as such, my case is being treated as a complaint. I also raised a 2nd case explaining the situation in detail and recieved the same response; I am not elligible for the reward card due to my order having been placed over the phone with no mention of my particular circumstances.

 

Although I appreciate that this case is open to interpretation, I feel that the information withhed from me during my phone call with BT coupled with the fact that I was told that I was ordering the exact same deal over the phone as I was trying to order online at the time might bring the following consumer protection regulations into play (I'm not sure as I'm not a specialist):

 

'A trader will be committing an offence if it does any of the following:

  • omits material information that the average consumer needs, according to the context, to make an informed decision about a transaction
  • hides or provides material information in an unclear, unintelligible, ambiguous or untimely manner'
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Distinguished Sage
Distinguished Sage
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Message 2 of 11

Re: No Reward Card

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I have asked a moderator to provide assistance, they will post an invite on this thread.
They are the only BT employees on this forum, and are based in the UK.

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Tom_Customer
Beginner
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Message 3 of 11

Re: No Reward Card

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Thanks Keith. That's very much appreciated.

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Moderator
Moderator
2,266 Views
Message 4 of 11

Re: No Reward Card

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Hi @Tom_Customer,

 

Welcome to the forum and thank you for posting. The BT rewards Card offer is only available on orders placed online. If the Rewards Card wasn't mentioned during the call then the adviser wouldn't have been aware that this was part of the order you were trying to place.

 

I'll be able to take a look at the details of your complaint and if available I should be able to listen to call. Please can you send me in your details using the "Contact The Mods" link found in my profile?

 

Thanks

 

PaddyB

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Tom_Customer
Beginner
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Message 5 of 11

Re: No Reward Card

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Thanks @PaddyB

 

I've used the link and sent an enquiry.

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Tom_Customer
Beginner
2,226 Views
Message 6 of 11

Re: No Reward Card

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Update on this case. I received another copy/paste e-mail following up on my complaint telling me that that my order was placed over the phone and I'm therefore not eligible for the reward card. I have not had any response to my specific circumstances or comments on the fact that I was placing my order online and phoned BT to get help with my online order.

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Tom_Customer
Beginner
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Message 7 of 11

Re: No Reward Card

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BT have now reviewed my case in full and have honoured my Reward Card claim. I must say that I'm really impressed with the speed with which I've been getting responses and the support portals and services available. 

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Moderator
Moderator
2,208 Views
Message 8 of 11

Re: No Reward Card

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Hi @Tom_Customer I can see that your complaint had already been picked up and resolved so thanks for posting back to confirm this issue has been resolved.

 

cheers

John

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Jodie09
Newbie
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Message 9 of 11

Re: No Reward Card

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Hi, I am in exactly the same situation as this customer - I tried to order this deal online (£29.99 for broadband, landline and £160 prepaid MasterCard) but there was a problem processing it and I was unsure if it had been completed. I called the BT helpline to ask for advice whether my order had been completed successfully or not. They advised me that it hadn’t been completed successfully but they could complete the same deal over the phone there and then. I went ahead with this expecting I could claim the reward card when my broadband had been set up. I phoned the customer service when it was all up and running and was told I could not claim for the reward card as I had ordered the package on the phone. I then spoke to someone else and was told there is nothing you can do and I will not be able to receive the reward card. This is the reason I ordered the package and I am disgusted with your customer service. So how is this customer now eligible for a reward card but I am not?
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Moderator
Moderator
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Message 10 of 11

Re: No Reward Card

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@Jodie09 I'm really sorry about that, I can't make any promises at this stage but please use the 'click here to contact the mods' link in my forum profile to send in your details and we'll raise a case with the rewards card team for further investigation. You can find the link by clicking on my username.

Thanks

Neil

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