Reward card

[Annemarie1975]

21st January 2026 I ordered new customer bt packaged full fibre 900 purple banner reward card £175. After issues regarding inputting previous internet provider I wanted to swop from it said speak to an advisor, spoke on message us which I have transcript and the also 7th March 2026, which stated an offer of good will gesture may be given by the value team as not received any reward but no good will gesture given. Original agent pushed EE contract which I declined as the BT package I wanted which I saw on the bt website, Messages to and from them an email confirmation showing package confirming my order which was the same as bt website however did not show the BT reward card £175 did not think anything of it as presumed you received this automatically with been visible on website and BT package confirmed, no reward visible spoke to value team no paper trail nothing can be done as no reward was requested. Is this correct nothing can be done now

[Christopher_G]

Hi @Annemarie1975 

Welcome to the community.

I'm disappointed to hear of your experience. I recommend calling to speak with our Customer Support team over the phone, so that this can be fully investigated.

If you're not satisfied with how things progress, I recommend following our complaints code of practice, to make sure the correct processes are being followed.

Keep us posted on how things go.

Chris

[Annemarie1975]

Hi

thankyou for the reply I did do this I got through the the value team and they will not honnor the reward as they state it was not on the order. They opened a complaint and closed it as resolved. I have yet raised another complaint 

@Christopher_G

[Christopher_G]

OK, thanks for explaining, @Annemarie1975 

Sorry. Do you mean you have raised another complaint, or not yet?

Thanks

Chris

[Annemarie1975]

Hi

Yes I raised a complaint. Hopefully this is resolved and honoured 

thank you 

[Christopher_G]

OK. Thank you, @Annemarie1975 

Please keep us updated with what happens.

Chris