topic Digital prepaid card in Offers & Add-ons

Digital prepaid card

Grrrousey — Wed, 21 Dec 2022 15:40:28 GMT

I upgraded my phone in November and was offered a £200 voucher as part of the deal.

To date, I've received some text messages to claim but no actual voucher.

When I emailed the claims team they said they'd sent it again and that I should check my spam folder within 24 hours.

Another week has passed and still nothing and my emails are now being ignored.

It feels like poor customer service and a terrible customer experience so far.

Can anyone help?

XRaySpeX — Wed, 21 Dec 2022 15:48:55 GMT

@Grrrousey : You should get a text to claim this 15 to 30 days after purchase.

Grrrousey — Wed, 21 Dec 2022 16:38:16 GMT

I did receive a text and I followed the instructions. That was about 6 weeks ago now.

Christopher_G — Thu, 22 Dec 2022 07:59:39 GMT

Have you checked the spam folder of the email address that you supplied, @Grrrousey?

Chris

Grrrousey — Thu, 22 Dec 2022 09:06:01 GMT

I've checked my spam folder and it's not there either.

Clearly the process isn't working but nobody seems to have any desire to rectify it.

Christopher_G — Thu, 22 Dec 2022 11:28:28 GMT

OK, thanks for checking, @Grrrousey.

I recommend speaking to our Mobile Care team so that they can look into this for you.

Chris