Reward card missing? Due to an old Acc?

[northy1]

Hi

I signed up to a new 2 yr BT deal in November 2024 via a Money Saving Expert (MSE) link and £50 reward.
My service went live Dec 13 2024

However ive never seen the reward showing in My Account so cannot claim it.
I contacted the Reward Card company and they said to speak to BT.
I have no email or anything showing the reward (i need to recheck) but it was a deal at the time i signed up:

£50 BT reward card - which you must claim

Once your service is active, you've got three months to claim your prepaid Mastercard via this BT claim link - and it won't remind you to do it. It can then take up to 45 days to arrive. Make sure you follow any activation instructions when it does.


I *think* the issue could be due to some Account confusion because i was a BT customer several years ago
i am using the same email address.

So when i log in, i have 2 accounts showing.  So is this the reason i am not given a new reward for a new account?
(as said, i had a BT account several years ago)

And also, when im sent a PIN to my mobile, its sent to my OLD mobile thats linked to the OLD account
Even though in the details of my NEW Acc i have my NEW mobile details shown correctly

Tonight i have tried to explain this on a "chat" but got nowhere with the reward...

However they did try and update my phone number (although as said, my details when i log in show the correct number anyway)

>>>Anyone able to help me further with regard the missing £50 reward please?

Many Thanks!

[Leanne_T · Accepted solution]

Morning @northy1 

Thanks for coming to the community. 

I would suggest giving us a call on 0330 1234 150 and the team will get your account looked into to see why the reward card is not showing in your account and help you get this sorted. 

Please let me know how you get on 🙂

Leanne. 

[CBCharlie]

Hi

I have exactly same issue. Had an old BT account and then left a couple of years ago. I then saw the reward card offer through MSE and signed up.

I was issued a new account number but struggling to claim the reward card.

Spoke to the call centre in Falkirk just now and they say nothing is showing in their reward card tool. Also nothing showing to say I'm due a reward card. I feel like I signed up the correct way.

Currently I'm not going to get the reward. 

Thanks. 

[Katie_B]

Hi @CBCharlie. 

Thanks for coming here. 

I am sorry to hear you have not yet received your Reward Card. 

Did our customer care team advise what the next steps would be?

Is this still being investigated?

Speak soon, 

Katie

[CBCharlie]

Hi Katie. 

The call centre said there wasn't anything else they could do. I asked if there was anyone else I could talk to, but I was told not.

The only direction we concluded was to chat in this forum after I googled the issue and chanced upon finding what appears to be a very similar case.

I also posted in the MSE forum as the way it was coming across at the call centre the issue perhaps came from there.

Thanks 

[Katie_B]

Thanks so much for getting back to me @CBCharlie. 

I'd recommend giving us another call to discuss this further. 

Please keep me posted on how you get on. 

Katie

[CBCharlie]

Thank you Katie for making me call again. I spoke to a lady in Dublin earlier today who was extremely helpful and fixed this for me.

[Katie_B]

Thanks for keeping me updated @CBCharlie. 

It's great to hear this is now resolved. 

Katie 🙂

[northy1]

Thanks everyone.   I spoke with BT call center and they said they would look into it.   Then yesterday got an email saying they will credit me the £50!   Brilliant - thanks a lot all!

PS
Sorry for the slow reply!

[Michael_D]

Thanks for the update @northy1 

I'm glad to hear it is sorted for you now.

Take care and have a great weekend.

Michael