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EmaJ
Newbie
148 Views
Message 1 of 8

Reward Card

I renegotiated my fttp package last month on the phone.  Whilst talking to the advisor he mentioned that a £50 gift card would be sent to me within 4-5 weeks.  I queried where it was yesterday only to be told that I’m not eligible as it wasn’t an online order.  I’ve logged a complaint which got me nowhere and I’ve chatted online but again get disconnected in the middle of a chat after they tell me that I’m not eligible, even though I try to tell them that it was the BT advisor who told me that it would be sent.

how can I speak to someone about it, or get it resolved? 

Any help woukd be much appreciated.

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7 REPLIES 7
Distinguished Sage
Distinguished Sage
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Message 2 of 8

Re: Reward Card

Welcome to this user forum.

Did the advisor promise you would get the reward card, as all calls are recorded and a moderator can be asked to review your claim?

 

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EmaJ
Newbie
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Message 3 of 8

Re: Reward Card

Thanks for the reply Keith.

Yes, I’ve even written it down when he gave me the new prices.  I wouldn’t have even known about the £50 cash back card unless he talked to me about it.  I did email the complaints team to ask them to check the conversation but they haven’t got back to me.

How can I ask to check?

 

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Distinguished Sage
Distinguished Sage
139 Views
Message 4 of 8

Re: Reward Card

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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EmaJ
Newbie
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Message 5 of 8

Re: Reward Card

Thank you, much appreciated
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Moderator
Moderator
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Message 6 of 8

Re: Reward Card

Hi @EmaJ,

We will do all we can to help you. I've sent you a private message so we can get some more information from you.

Thanks

DanielS

Community ModeratorDannyS
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Community Manager
Community Manager
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Message 7 of 8

Re: Reward Card

Hi @EmaJ I left a message for you when I called there, sorry I missed you.

I got the call listened to and you were promised a £50.00 reward card as part of your order, I am sorry you didn't receive it. I am getting this investigated further, I'll get back to you within a week with an update.

Thanks

Community ModeratorStephanie
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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Community Manager
Community Manager
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Message 8 of 8

Re: Reward Card

Hi @EmaJ the team have confirmed that your reward card will be with you within 30 days 🙂

I'm sorry this didn't happen as part of the original order. Please let us know how you get on, if you have any more problems after this time we'd be happy to look into this further again for you.

Thanks

Community ModeratorStephanie
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Please avoid contacting us (moderators) via private message, for account/fault issues, unless invited to do so. The community will be able to help answer your question so we encourage you to create a new thread if you can’t find the answer from existing discussions. The moderators will be around to lend a hand should the community not have the answers. Thank You
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