topic Re: Prepaid Card £300 - Try Aagin in Offers & Add-ons

Prepaid Card £300 - Try Aagin

JaseyB — Mon, 28 Nov 2022 12:06:35 GMT

Looks like my original was deleted so I'll try again

Ordered the Samsung S22 Plus as part of the prepaid card £300 deal on 15th November - received phone on 17th November

Contacted EE by live chat to confirm eligibility of the card and confirmed that I was eligible after the 14 day cooling off period

Emailed EE Rewards to also confirm and they responded saying they couldnt comment until I received the claim code which I would receive after 14 WOKRING Days

Again, messaged EE Live Chat and was told that it WAS 14 WORKING Days and therefore would receive the code around 2nd December

An hour later Live Chatted them AGAIN and a rep said no that was wrong, it was 14 days NOT working days - the working days being stated due to the fact they dont work weekends and confirmed eligibility again and that I would receive the code within 48 hours after the 28th November - 14 days after I reeceived the new phone and launched the deal

Messaged today to double check, told the card issuer has extended this now to 6th January - told them no chance - this wont 'help with the cost of Xmas' as suggested in the original ad so I will be returning the phone under the cooling off period ..... rude supervisor basically said thats the way it is - like it or lump it

Phoned 150 to return phone then messaged again to check if I could return it in 14 days cooling off and told YES I can and will get a refund as soon as its received

Amazing - just totally unacceptable behaviour and management of this offer and deal - communication was and needs urgent attention and you will be losing a customer of 8 years !!

Good luck everyone else expecting this to help with Xmas

Re: Prepaid Card £300 - Try Aagin

Northerner — Mon, 28 Nov 2022 14:17:18 GMT

Hi @JaseyB

Given the postal strikes you probably won't receive the card before Christmas, but many customers have received it.

It's 14 days and it starts from when you receive the handset as that is the contract start date. Up to 14 days you can cancel the contract, hence the offer starts after this date.

Thanks

Re: Prepaid Card £300 - Try Aagin

James_B — Mon, 28 Nov 2022 14:20:57 GMT

Hi @JaseyB,

Welcome to the EE Community. 🙂

I'm sorry to hear you've received mixed messages when you've contacted Customer Care.

You'll receive a text to redeem your digital pre-paid card 15-30 days (not working days) after receiving your phone.

Hope this helps.

James

Re: Prepaid Card £300 - Try Aagin

JaseyB — Mon, 28 Nov 2022 14:27:51 GMT

Um no James IM sorry you are incorrect

I have been informed 3 times today that the date is indeed 6th January for all claim texts to go out due to an error in card issuing from the card issuer

So what you have said is incorrect - would you like me to post the transcript so you challenge this ?

if you are indeed correct then give me an assurance that this will happen and I wont return my phone as currently planning to do so as you are correct in one thing saying your communication is volatile to say the least !

Regards

Re: Prepaid Card £300 - Try Aagin

XRaySpeX — Mon, 28 Nov 2022 15:09:24 GMT

If this card is digital will you actually get a piece of plastic sent thro' the post?

Re: Prepaid Card £300 - Try Aagin

James_B — Mon, 28 Nov 2022 15:10:34 GMT

Hi @XRaySpeX,

No, it's a purely digital card.

James

Re: Prepaid Card £300 - Try Aagin

James_B — Mon, 28 Nov 2022 15:29:21 GMT

Hi @JaseyB,

I've checked in with our promotions team and I can confirm you will receive your redemption text 15-30 days after your phone.

The timescales you were quoted are for a different promotion that started on 25 November.

I hope this provides some clarity.

James

Re: Prepaid Card £300 - Try Aagin

JaseyB — Mon, 28 Nov 2022 16:32:15 GMT

Which promotion was this? That started OK the 25th November that require
claim texts to come through to customers?

Re: Prepaid Card £300 - Try Aagin

JaseyB — Mon, 28 Nov 2022 18:46:56 GMT

As suspected.no answer

Again false info and if not then I'd rather not hinge my bets on a 6th January text that you and your colleagues are in conflict over

Ridiculous !! And the fact you also gave false info is even worse to coerce posters on here that all is OK

Disgusting treatment of loyal customers !!

Re: Prepaid Card £300 - Try Aagin

JaseyB — Mon, 28 Nov 2022 18:48:14 GMT

What are you talking about it's a digital card and they have already told me its not coming til 6th January so go back and get your fact straight for goodness sake !!

Re: Prepaid Card £300 - Try Aagin

Christopher_G — Tue, 29 Nov 2022 08:20:25 GMT

Hi @JaseyB

The promotion that you took ran from 28 October - 24 November. On this one, the text message is sent to the lead number on your account 15-30 days after you receive the phone (usually close to the 15th day).

When people are talking about 06 January, they're talking about a new promotion that runs between 25 November - 08 December where all eligible customers will be sent a message on 06 January. This is a different offer to yours.

Hope this helps clear up any confusion.

Chris

Re: Prepaid Card £300 - Try Aagin

JaseyB — Tue, 29 Nov 2022 08:32:34 GMT

Hi Christopher

Thank yo for the clarification

Are you absolutely positive of this and can guarantee this is the case? as if so I wont cancel my contract and return the phone

Im currently on live chat again to confirm - and have quoted your response so hoping you are right

Regards

Re: Prepaid Card £300 - Try Aagin

JaseyB — Tue, 29 Nov 2022 08:55:20 GMT

Sorry Christopher

I dont think so ....

Poor poor customer service again ;o((

Re: Prepaid Card £300 - Try Aagin

Christopher_G — Tue, 29 Nov 2022 15:45:30 GMT

Yes, your order date falls under the first promotion (28 October - 24 November), @JaseyB. So it is definitely 15 - 30 days.

I have spoken to the team who are leading this project who confirmed that directly with me. We've identified where the confusion is coming from our side and put something in place to get the information made clearer for our Customer Care teams.

If you have any problems with receiving the text message, give me a shout and we'll do our best to help.

Chris

Re: Prepaid Card £300 - Try Aagin

Johnodon — Tue, 29 Nov 2022 17:36:53 GMT

I got my upgrade on the 16th November, s22 plus. I have since received 3 texts stating i was eligible for the £300 pre paid card. And today i got a text with the code, i now have to wait for it to be sent to my email between now and 5 days.

Im not sure what happened with yours.

Re: Prepaid Card £300 - Try Aagin

JaseyB — Tue, 29 Nov 2022 20:35:35 GMT

Thank you for sharing

They have until my returns bag turns up to sort it or they can keep their deal and 1k contract

Regards

Re: Prepaid Card £300 - Try Aagin

JaseyB — Tue, 29 Nov 2022 20:37:08 GMT

I would suggest that by posting in here with some sense of vigour snd frustration would support the notion that I'm having issues with getting my card / code

If you could help get this through .. excellent !!

If not by the time my returns bag comes then I'm calling it a day

Regards

Re: Prepaid Card £300 - Try Aagin

James_B — Wed, 30 Nov 2022 08:12:51 GMT

Hi @JaseyB,

I've sent you a private message. Please check your inbox and get back to me when you have a moment.

James

Re: Prepaid Card £300 - Try Aagin

JaseyB — Wed, 30 Nov 2022 17:58:22 GMT

Oh my days

Thank you for the arrangement of the call so....

Because I have 10% discount on my account as a student and my early upgrade fee was waived suddenly I'm not eligible for the prepaid 300 Card even though I wasn't told this at the point of ordering and have been told to today I was eligible absolute rubbish !

EE I'm not paying my fee for the next month cos .. oh sorry .. it told.you I was them not then yes then not then yes then not then yes so when you cut me off remind me to send this to trading standards with all my transcripts to prove my point of your disgusting service

I'm paying off my contracts in January so I can move ... vile treatment for a customer of 8 years !! Good luck everyone !!

Re: Prepaid Card £300 - Try Aagin

JaseyB — Wed, 30 Nov 2022 18:11:40 GMT

Oh so been told today after 3 weeks of back and forth that despite ordering the Samsung S22 plus as an upgrade as part of the prepaid cRdof 300 pounds I'm actually not eligible as I had 10percent discount and they waived my early upgrade fee I have ALL the transcripts from the last 10 days to prove this

None of this was told to me on ordering and subsequently i been live chatting and emailing ee rewards who have all told me I'm eligible but changed from receiving my code within a few days after the 14days cooling off to actually 6th Janurary up to TOdAY when live chat person said yes I'll have it within 2 to 3 days

JAMES on here said I'll message you and had a call from some jumped up customer service waiver bloke who said basically everything I was told was a lie and to forget it and return the phone .... what a bunch of criminals this has been sent to trading standards

Warning everyone keep on cos they will con you out of it all I'm returning the phone and paying my contracts and going back to 02 who seem to be more caring toward their customers especially after 8 years

I'm going to copy this over many threads to warn customers of their disgusting behaviour !!