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matt_browny
Beginner
382 Views
Message 1 of 17

Re: Broadband and BT Mobile Reward Card

Hello,

My wife and I were both eligible for £60 reward cards when we took out new mobile contracts.  Due to a problem with our account number we could not complete the orders online and had to phone up.  This was fine and the agents on both occassions advised that they would resolve the account number issue and that they would ensure we got our £60 reward cards.  Needless to say this has never happened.  How do I get a moderator to look at this?

 

Kind regards

 

Matt Brown

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16 REPLIES 16
matt_browny
Beginner
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Message 2 of 17

Where are our reward cards?

Hello, My wife and I were both eligible for £60 reward cards when we took out new mobile contracts. Due to a problem with our account number we could not complete the orders online and had to phone up. This was fine and the agents on both occassions advised that they would resolve the account number issue and that they would ensure we got our £60 reward cards. Needless to say this has never happened. How do I get a moderator to look at this? Kind regards Matt Brown

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Distinguished Sage
Distinguished Sage
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Message 3 of 17

Re: Where are our reward cards?

Welcome to this user forum.

Did the agent actually promise that you would qualify? all calls are recorded, so its possible to get this checked?

Moderator
Moderator
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Message 4 of 17

Re: Broadband and BT Mobile Reward Card

Hi @matt_browny,

I am so sorry to hear that this has happened. We can have the account and hopefully the calls checked for you and take it from there. I've sent you a private message Smiley Happy

Thanks

DanielS

Community ModeratorDannyS
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matt_browny
Beginner
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Message 5 of 17

Re: Where are our reward cards?

It was a while ago and I believe they said on each occasion that they would raise a complaint or a message would be sent to the manager to get the reward cards approved. A moderator has sent a message requesting account details etc so we'll see what happens.
I must say this moderator site deems to be good, it's my first experience of it. Before I've always used live chat to try and rectify issues although that's more painful than pulling teeth. Many thanks
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matt_browny
Beginner
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Message 6 of 17

Re: Broadband and BT Mobile Reward Card

Thank you Daniel, 

 

I have sent the information you have requested.

 

Regards

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martinsl8ter
Beginner
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Message 7 of 17

Re: Broadband and BT Mobile Reward Card

I had the same issue as I was due two rewards. BT actually sorted the problem,  well, one of them. Ive forfeited the other reward, as I can’t be bothered.

To be honest, Ive found BT really good, but keep an eye on charges at the end of your contract as customer loyalty is, like most companies.

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Moderator
Moderator
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Message 8 of 17

Re: Broadband and BT Mobile Reward Card

Hi @matt_browny

Thanks for taking the time to send us over your details.

I have picked up your case today and I tried giving you a quick call.  I know that you're off on holidays today but thought I would try giving you a quick call on the off chance I may have caught up with you.

No need to worry though.  I am going to have to see if I can get the call recording listened to and will take it from there.  Give me a few days and I will get back in touch with you.  Enjoy your time away Smiley Happy

Cheers,

Robbie

Community ModeratorRobbieMac
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Moderator
Moderator
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Message 9 of 17

Re: Broadband and BT Mobile Reward Card

Hi @matt_browny

I have sent you a private message.  Please reply when you get the chance.

Cheers,

Robbie

Community ModeratorRobbieMac
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matt_browny
Beginner
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Message 10 of 17

Re: Broadband and BT Mobile Reward Card

Hi Robbie,

Thank you for looking back at the calls.  I believe that call was the call my wife made.  How about the two calls I made for my phone did you manage to listen to them as in both calls I was advised that the matter would be escalated as the problem preventing my wife getting the reward card had not been remedied.

As I've mentioned before, I'm not holding my breath on this but if you could investigate I would appreciate it.

 

Regards

Matt Brown

 

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