Hi @Michellebriggs15
Welcome to the community.
If you are past the initial 14 days of the contract, can you try to click on the link under How to Claim on our BT Reward Cards page, and then login to your My BT account from there to see if you are able to claim that way?
If it is still not giving you an option to claim, you would need to contact our customer service guides again so they can look at the correct process for getting the card to you.
Michael
