topic Re: F&F discount/digital pre paid card. in Offers & Add-ons

F&F discount/digital pre paid card.

Izer88 — Fri, 09 Dec 2022 12:03:30 GMT

Hi, I'm wondering if someone can shed some light into what's going on here.

I upgraded mine and my partners phone for the s22+ with £300 digital pre paid gift card. I also used my f&f discount. After countless messages to advisors I was told 15 days, then 30 and finally received mine.

My partner still hasn't had his so we raise another request on chat to be told it will be resolved in 72 hours. Nothing. So we call ee after chat tell us to contact rewards team and the rewards team tell us to contact ee 😠

EE now tell us on a call that he isn't eligible because we used f&f? Even though I received mine last week? We just sold his phone yesterday because he upgraded and we wouldn't have done so if we knew we would be hoodwinked into getting a new deal. Currently waiting for a call back but I'm not holding my breath. Can someone please resolve this; as I've seen on another post from yourselves that we are in fact eligible. And as I say, we have already received one with the exact same deal.

Thank you.

Re: F&F discount/digital pre paid card.

Katie_B — Fri, 09 Dec 2022 14:37:04 GMT

Good afternoon @lzer88.

Welcome back to the community.

I have checked and can confirm friends and family is accepted with this offer.

Please keep us updated with the outcome of your call.

Speak soon,

Katie.

Re: F&F discount/digital pre paid card.

Izer88 — Fri, 09 Dec 2022 14:44:19 GMT

I have no call. The advisor didn't even let it ring once before hanging up. Please can you resolve this issue? Appreciate your response

Re: F&F discount/digital pre paid card.

James_B — Fri, 09 Dec 2022 14:47:07 GMT

Hi @Izer88,

Sorry, we can't access your account via the community.

Have 30 days past since your partner received their phone?

James

Re: F&F discount/digital pre paid card.

Izer88 — Fri, 09 Dec 2022 14:48:40 GMT

We upgraded on the 8th November.

Re: F&F discount/digital pre paid card.

James_B — Fri, 09 Dec 2022 15:04:06 GMT

Thanks for confirming @Izer88

Please get in touch with Customer Care on 150 and a member of the team can escalate this with our promotions team for you.

James

Re: F&F discount/digital pre paid card.

Izer88 — Fri, 09 Dec 2022 17:04:46 GMT

I have been in touch and this is the response I get.

[Mod edit: Image rejected due to it containing private information.]

Re: F&F discount/digital pre paid card.

James_B — Fri, 09 Dec 2022 15:35:24 GMT

I've sent you a private message @Izer88

Please check your inbox and get back to me when you have a moment.

Thanks

James

Re: F&F discount/digital pre paid card.

Izer88 — Sat, 17 Dec 2022 08:22:36 GMT

I still haven't received the digital giftcard after ee investigation. We were told we were in fact eligible and would receive it in 3-5 days. After being told repeatedly we were not. It has been 46 days now in total. All the advice we receive is contact ee rewards number if we dont receive the text, and the ee rewards number tells us there's nothing we can do without your text with the code and disconnects the line.

Please can someone actually resolve this.

Re: F&F discount/digital pre paid card.

James_B — Sat, 17 Dec 2022 09:26:33 GMT

Hi @Izer88,

I'm sorry to hear you haven't received your gift card yet.

When were you advised of the 3-5 days timescale?

James

Re: F&F discount/digital pre paid card.

Izer88 — Sat, 17 Dec 2022 12:27:24 GMT

Hi James, 12th Dec.

Re: F&F discount/digital pre paid card.

James_B — Sat, 17 Dec 2022 12:32:35 GMT

Hi @Izer88,

Don't hesitate to get back in touch with Customer Care if you don't receive an update today.

James

Re: F&F discount/digital pre paid card.

Izer88 — Tue, 20 Dec 2022 10:04:42 GMT

We've been in touch with customer care. Still nothing received. I've now had my phone 2 months and everytime we speak to someone regarding the issue they just tell us a webform was sent and to wait.

It's been an awful experience.

Re: F&F discount/digital pre paid card.

James_B — Tue, 20 Dec 2022 10:17:18 GMT

Hi @Izer88,

I'm sorry to hear you haven't received an update yet.

Our Customer Care Team will be happy to check if they've received an update from the webform if you get in touch.

James