Not entitled to my £90 reward card even though i have photographic evidence it was offered.

[Bell412]

Hi,

I ordered BT broadband  15 days ago as i was a TalkTalk customers and could see TalkTalk were in financial trouble and about to go bust, when searching for a new ISP i noticed BT were offering a  £90 gift card (offer shown in my screen shot  below)  so I  decided it was the best deal and signed up, i have now been told in customer support online chat i am not entitled to this card i would like to know why, as i said it was the only reason i chose BT i could have got a cheaper broadband package elsewhere.

Having searched the forum i can see this is a common problem and several  answers have pointed to the fact the online chat bot got it wrong as they cannot look up advertising details i hope this is the case and i will soon be offered my £90 reward card.

Have any other members had to challenge them and did you finally get your card?

[garybs29]

Do you have an email stating reward claim tracked/started?

[andydenyer]

I see that there is an asterisk at the end of the line "Get a £90 BT Reward Card". That usually refers you to a footnote with the T&Cs and outlining any exclusions.

Did you take a screenshot of that footnote or any of the T&Cs relating to the offer?

[Bell412]

This is showing today with the same T&C's.

*Reward Card

You must claim your BT Reward Card within 3 months of placing your order on bt.com by entering your details on www.bt.com/manage/bt-reward-card/ and must activate the card within 3 months of issuance.

Following a successful claim, your card will be sent to the email account you signed up with. Offer, BT Reward Card & BT terms apply - www.bt.com/manage/bt-reward-card/

The card is issued by GVS Prepaid Ltd, an Electronic Money Institution authorised in the UK by the Financial Conduct Authority with Firm Reference number 900230, pursuant to license by Mastercard International Inc. Mastercard® is a registered trademark of Mastercard International Incorporated. GVS Prepaid Ltd.’s company registration number is 09193070 and its registered office is at Westside, London Road, Hemel Hempstead, HP3 9TD

Please note that Reward cards can also be referred to as BT Reward cards – they are the same thing.

[Bell412]

I may have found the answer, when i searched online it said you can claim after your 14 day cooling off period which was yesterday i have now found this -

[Bell412]

Do you have an email stating reward claim tracked/started?

No i didn't get an email saying that.

[Bell412]

Update.  😠

I tried  to claim my reward card again today and again hit a brick wall  so I spoke to a BT customer service adviser who   told me there is nothing showing in my account he told me  they do not deal with these promotions and i need to  email [email protected]  which i have now done, i am glad i took the original screen shot or i wouldn't have any evidence it existed, i am looking forward to their reply and will post it as soon as i get it.

Again here is my screen shot from the page where  i ordered  -  

[Telltales]

I have experienced a very similar problem with BT. My confirmed Full Fibre 900 order included a £175 Digital Reward, but the order was subsequently cancelled for reasons entirely outside my control.

Despite extensive correspondence, including with BT's Executive Complaints team, I have still not received an equivalent resolution. BT provided £20 goodwill, but the remaining £155 value I requested remains unresolved.

I have retained the order confirmations and written correspondence to support my account. My advice is to keep every screenshot and insist on a written explanation. Unfortunately, my experience of BT's complaint handling has been extremely disappointing.

[Kimberlin]

To be honest, this thread probably needs merging into the BT Reward card super thread:

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

[Peter_W]

Thanks for the update here, @Bell412 

Please keep us posted on how you get on with this - if our team have advised you were ineligible, Purecard are unlikely to be able to change this as they deal more with the administration of the card itself. 

Just to be sure, did you see this deal directly on the BT website, or was it through a third party comparison site?

I've checked our site and this price and the inclusive reward card aren't showing, but our deals are subject to change.

Peter