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Neenydee
Aspiring Contributor
668 Views
Message 1 of 16

Re: bt reward card

Hi Neil
Can you help? I claimed my BT reward when I signed up in January, I got an email claiming my reward card had been sent and when I tracked it, it said 20 days for delivery. 20 days past and nothing, so I contacted BT and all they did was send another one so I got yet another we have sent your reward email, that was 3 weeks ago and nothing. I’m sorry but there is no way it takes this long to post a reward card. Where do they come from?! Surely if I didn’t receive the first one they should prioritise and send me one first class. This is terrible service and I have budgeted based on the extra £100 I was promised 2 months ago. Royal Mail do not take this long to deliver a second class letter! Thanks in advance
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15 REPLIES 15
enb
Aspiring Contributor
634 Views
Message 2 of 16

Re: bt reward card

Hi,

         I have also posted my very similar experience, and heard nothing.  If anyone is able to help, please also see the thread 'Claiming my BT reward card'.

I have had 3 ( I think) confirmation emails that my card will be sent, but only one confirming dispatch, which has proved false.

I fully agree that this is not satisfactory - it shouldn't take a minimum of 21 days , max 35!! to send a card which is already late.  There should be some means of expediting this, and recognising that the system isn't working.

Are you listening BT - you'll soon be losing a customer at this rate !!

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Moderator
Moderator
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Message 3 of 16

Re: bt reward card

Hi @Neenydee and @enb,

I'm sorry you haven't received your rewards card and part of signing up to BT Mobile. If you send me in your details, I'll be able to chase this for you.

Please can you send me in your details, using the "Contact The Mods" link found in my profile?

Thanks

PaddyB

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Moderator
Moderator
611 Views
Message 4 of 16

Re: bt reward card

Hi @Neenydee and @enb,

We're experiencing issues with the "Contact The Mods" link at the moment. We are hoping that this will be fixed soon. If you've tried that link and its not working, please try again later on today.

Thanks

PaddyB

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enb
Aspiring Contributor
557 Views
Message 5 of 16

Re: bt reward card

  1. Hi PaddyB.  Tried 'contact the mods'.  Not working.  Tried 'contact us'.  Waited 40 minutes for advisor , then 'not available'.

Don't want to hijack this thread as I started my own earlier and will post there. 

https://community.bt.com/t5/Bills-Packages/Claiming-My-BT-Reward-card/m-p/1831328

Have now logged as complaint.

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Moderator
Moderator
485 Views
Message 6 of 16

Re: bt reward card

@Neenydee I tried calling there but missed you, I wanted to let you know that I've picked up your email and have raised a case with the rewards card team to get this sorted.  As soon as I have any further updates I'll be back in touch.

Thanks
Neil

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Neenydee
Aspiring Contributor
446 Views
Message 7 of 16

Re: bt reward card

Hi Neil - any news? Thanks 🙂
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Moderator
Moderator
435 Views
Message 8 of 16

Re: bt reward card

@Neenydee Yes, I called there but missed you. The rewards card team emailed me this afternoon to confirm they have manually raised another request to get your reward card posted again. They've advised that this may take up to 30 days to arrive and I am sorry for any further inconvenience caused by this.

I'll keep the complaint open on your BT account until I know it has arrived and I'll follow up with you in 30 days.

Neil

 

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Neenydee
Aspiring Contributor
418 Views
Message 9 of 16

Re: bt reward card

Another 30 days? I’m sorry but why? It can’t possibly take this long for a card to be posted and received, and what if this one doesn’t arrive? Is this going to go on and on? This is the 3rd card that has apparently been sent and not one has ended up through my door - what happened to the other 2? Sorry I know it’s not you personally but come on it’s a bit suspect!
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Moderator
Moderator
410 Views
Message 10 of 16

Re: bt reward card

@Neenydee The cards are not sent from BT directly and this is the lead time the issuing company provide, I appreciate that you have been waiting a long time and I am sorry the two other cards have not arrived but this is the best we can do.

I promise that I will stick with this until I know the card has arrived.

Thanks

Neil

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