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Beginner
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Message 1 of 8

Unable to claim Reward Card

Just adding myself to the list of people who need their reward card to be sorted out through this route, as phone support have been a waste of space over 3 calls and as many broken promises.

I had broadband activated on May 11th, after signing up through a link very similar to this one (this is the one that I have found since by taking the same route through Money Saving Expert's price comparison) promising a £100 reward card, although I note that it now promises £110: https://www.bt.com/broadband/deals/affiliate-offer?s_cid=con_cic_aff_affwin_vidAJM_broadband_142487&... 

I see that some people are fobbed off with comments that there was a date limit for the offer. Nowhere in the terms is a date limit mentioned for the offer, and this is hosted on bt.com, not a third-party site that they can claim to not represent the available offers at a particular time. The reward has been consistently offered over the last 3 months via the same route.

Since signing up I have been unable to claim via https://my.bt.com/s/apps/appsclaim/index.html?view=myrewards, continually stating "There are no rewards waiting to be claimed.".

So I have called BT customer services, three times.

On my first call to BT I was lied to: Told that I had to wait for the 14-day cooling off period. This was rubbish, as the terms of the offer stated I only had to wait for my service to be activated, but what was I to know.

14 days after activation, on my second call to BT I was lied to: Told that it had been sorted and I would receive it within 14 days.

21 days after that, on my third call to BT I was lied to: Told that the rewards team would email me within 5 days.

It has now been a further 12 days. 2 of the 3 months that I supposedly have to claim my reward have passed.

I would like my £100 reward card, please. This is not a trivial amount of money, or a voucher for a service that I might not otherwise use, or something else that I will easily forget about. It was crucial to my decision to sign up for this service.

 

 

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Moderator
Moderator
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Message 2 of 8

Re: Unable to claim Reward Card

Hi @cb12312 and welcome.

I'm really sorry you've had such a bad experience trying to claim your card. Can you just confirm when you placed the order and when the services activated.

Thanks

David

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Beginner
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Message 3 of 8

Re: Unable to claim Reward Card

Fibre 2. Ordered on 24th April, activated on May 11th.

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Moderator
Moderator
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Message 4 of 8

Re: Unable to claim Reward Card

Thanks for confirming that @cb12312,

I've dropped you a private message so you can get in touch. Just reply with the details and we'll take it from there.

Cheers

David

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Beginner
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Message 5 of 8

Re: Unable to claim Reward Card

Still waiting.

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Recognised Expert
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Message 6 of 8

Re: Unable to claim Reward Card


@cb12312wrote:

Still waiting.


If you've sent the details in a mod will get back to you, they're just extremely busy just now & deal with all issues in the order they are received

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Message 7 of 8

Re: Unable to claim Reward Card

Hi @cb12312,

I'm sorry about the delay in getting back to you. We are really busy at the moment and work all cases in the order they are received. I can see your message in our queue and we hope to get to it shortly. If you need your cases picked up right away can you please call 0800 800 150 and customer services will be able to raise a case to our Reward Card team for you.

Thanks

Matt

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Beginner
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Message 8 of 8

Re: Unable to claim Reward Card

Following a call I received earlier today I have now been notified by email and SMS that my reward card has been ordered. So hopefully I will now receive it.

For anyone else who finds this thread on Google (as I found others), I can confirm that this does seem to be a much more effective way of getting this issue resolved than calling BT customer services.