Unable to Claim Mastercard Reward

[Batman999]

Hello

We ordered Superfast Fibre 1 Unlimited Broadband on 24th January when there was a deal on for a Mastercard pre-paid reward card if you signed up. Our service went live on 31st January.

I have checked the claim my rewards page this morning and it says I have no rewards to be claimed even though 14 days have passed, please can you help?

Thankyou very much and Kind Regards

Katie

[Keith_Beddoe]

@Batman999 

Welcome to this user forum.

https://www.bt.com/manage/bt-reward-card/

There was no reward offered for that date.

• From 31.01.20 until 06.02.20 new to BT customers are eligible for a £100 Reward Card when ordering a Superfast Fibre 2 Unlimited, Existing BT Broadband customers upgrading their BT broadband or those adding just BT TV are excluded.
• From 10.01.20 until 16.01.20 new to BT customers are eligible for a £70 Reward Card when ordering a Superfast Fibre 2 Unlimited, and a £90 Reward Card when ordering an Ultrafast Fibre 100 or 250 Package. Existing BT Broadband customers upgrading their BT broadband or those adding just BT TV are excluded.

[Batman999]

Hi Keith

Thankyou very much for coming back so quickly, Much appreciated.

The Mastercard Reward definitely was advertised on the webpage when I purchased, I’m gutted that I obviously cannot prove it and therefore seems I lose out but it definitely was there, it was one of the reasons I decided to go with BT rather than Sky for the Broadband. I’m pretty certain it was for £70 for the package I chose. I would appreciate if this could be looked into as this is really disappointing!

Thankyou and Kind Regards

Katie

[Keith_Beddoe]

Its possible it was advertised on a third party site, and they had not updated the webpage when the last offer ended on the 16th January. This seems to happen quite a few times where orders are not placed directly on the BT website. Did you place it directly on BT.Com website?

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.

[Batman999]

Thankyou Keith, much appreciated. I did go via Quidco so this may be the case, I know that’s not BTs fault If that has happened but it’s not mine either :). Although saying that Quidco takes you through to the retailers website and it was displayed on there about the reward so this shouldn’t be an issue.  Thanks very much for your help and I look forward to being contacted by a Mod. Cheers again and Kind Regards

[Keith_Beddoe]

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@Batman999 wrote:

Thankyou Keith, much appreciated. I did go via Quidco so this may be the case, I know that’s not BTs fault If that has happened but it’s not mine either :). Thanks very much for your help and I look forward to being contacted by a Mod. Cheers again and Kind Regards

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That a difficult one, as it may simply have been an old version of the website content which had been cached by your web browser, as the last offer was for £70.

This would have directed you to the BT website, where it should have indicated that the reward card was no longer on offer.

The final decision would be with BT.

[Batman999]

Ok thankyou I look forward to an update/contact by Mod.

Thanks again for coming back so quickly and KInd Regards

[RobbieMac]

Hi @Batman99,

Welcome to the Community and thanks for your post!

I'm sorry that there aren't any rewards in your profile for you to claim.  From looking at the terms of the reward card it doesn't look like there was an offer on the date you placed your order.  I appreciate that you went through a third party site to place your order and your final decision was based on receiving the reward card.  I can't make any promises at this moment in time but there is no harm checking this out.

I have sent you a private message with instructions on how you can send us over your details and we'll look into this for you. See: Private messages

Cheers,

Robbie

[benccritchley]

Hi,

I just wanted to say that I've had a similar experience. I ordered Superfast 1 on the 10th Jan. The T's and C's say the offer for a £70 reward card ran out on the 9th however one of the reasons I went for this was the reward card so am pretty unimpressed that I haven't been given the offer. 

What I think went wrong is that the offer was still showing on the website on the morning of the 10th Jan (when I ordered). Their complaints team are now looking into it but I'm not confident. 

Very annoying as it was a key factor in my going with the deal.

[Batman999]

Hiya Ben

Yes frustrating isn’t it?! I found a similar deal with sky but ultimately went with BT because of the reward card.  I am still waiting to hear the outcome, fingers crossed we both have good news! 🙂