topic Re: Rewards Card Not received and being given run around in Offers & Add-ons

Rewards Card Not received and being given run around

Hawkers — Tue, 03 Jan 2023 15:28:47 GMT

I transferred from BT and took out a new contract for a Pixel 6a with a £200 reward card on the 19th November. After a month i had not received a reward card so called 150 and was told i need to call their Rewards claim team on 0331 630 5412 to get my card.

I called and in their unhelpful recorded message said unless i had been sent a link from EE they were unable to help.

Then Christmas happened and did not have time to call but called EE again today to be told that they are unable to help and to call the reward team. So i called again today and got told the same they cannot help unless EE send the link...

So here i am frustrated that i have been incentivised to take a contract that i would not have done if there was not a £200 cashback on offer...

Hopefully this gets resolved soon otherwise i guess i will have to take my case to the Ombudsman!

Re: Rewards Card Not received and being given run around

Hawkers — Tue, 03 Jan 2023 15:38:51 GMT

Had the same issue myself, took a Pixel 6a on 19/11/22 and i still not have been sent a link to claim my £200 card and every time i call EE they say you need to call the Reward Team. The reward team then say they are unable to help until EE send the link.... argggh!!!

I have been a BT customer for over 10 years and only transferred to EE as BT no longer doing handset deals 😞

Re: Rewards Card Not received and being given run around

James_B — Tue, 03 Jan 2023 15:46:12 GMT

Hi @Hawkers,

Welcome to the EE Community. 🙂

When you called Customer Care, did they mention if they had filled out a webform to chase this up for you?

James

Re: Rewards Card Not received and being given run around

Hawkers — Tue, 03 Jan 2023 16:12:06 GMT

Hi @James_B

It was raised as an official complaint on 19/12/22 and the agent i spoke to today said he had updated notes on the complaint. He also stated that they had done all they should and my account was eligible so shopuld get the card.

Not sure if a webform was created??

Neal

Re: Rewards Card Not received and being given run around

Jon_K — Tue, 03 Jan 2023 18:06:14 GMT

Hi @Hawkers.

The webform should be completed if you meet the criteria but haven't received the card.

I'd recommend checking this has been done. Sorry we can't check this on the community.

Jon

Re: Rewards Card Not received and being given run around

KyleSR_93 — Mon, 09 Jan 2023 07:56:54 GMT

Have had the same treatment. Spoken to multiple agents both referring me to thw rewards team, which when you call them all you get is an automated voice saying they cannot help and to speak to an agent. Couple of emails were sent too with similar responses to the automated telephone response.

Re: Rewards Card Not received and being given run around

Katie_B — Mon, 09 Jan 2023 08:11:25 GMT

Good morning @KyleSR_93.

What number did you call?

Speak soon,

Katie

Re: Rewards Card Not received and being given run around

stefT65 — Mon, 09 Jan 2023 19:03:36 GMT

Hi,

After also being persuaded to take out this contract before Christmas, I haven't received my Reward Card either.I hadn't realised until today.

I'm loath to try to contact them via phone as past experience has been dire.

I'm going to call into the local EE shop in the hope I can get it resolved.

I hope you have some luck in getting your card soon.

Steph

Bolton

Re: Rewards Card Not received and being given run around

Leanne_T — Tue, 10 Jan 2023 08:28:46 GMT

Morning @stefT65

Thanks for coming here.

Our mobile care team will be happy to help if you could give us a call on 150.

Let us know how you get on.

Leanne.

Re: Rewards Card Not received and being given run around

KyleSR_93 — Tue, 10 Jan 2023 12:24:10 GMT

I called the number associated with the EE rewards team. (Ended in 5412 I believe) I also spoke to multiple EE agents on live chat.

Re: Rewards Card Not received and being given run around

Leanne_T — Tue, 10 Jan 2023 12:26:07 GMT

Hi @KyleSR_93

Did you receive the terms and conditions text for the offer?

What did the live chat agents advise?

Leanne.

Re: Rewards Card Not received and being given run around

Hawkers — Tue, 10 Jan 2023 16:34:57 GMT

Hi @stefT65

I called them again today as still not had the link despite me calling 150 last week and being assured webform was completed.... another webform completed and agent has scheduled a call back for me on Saturday as they have 3 days to resond to this...and have been assured that webform has been completed today.

Re visiting an EE Shop i tried this a couple of weeks back but was told I need to call 150 as they could not help me in store...

Fingers crossed this gets resolved soon, but just in case I have raised as an official complaint and if not resolved within 8 week i can take it to the Ombudsman as i have been incentivised to take out a contract that i would not have done if there had not been the £200 reward card offer!!

Hope you get your card too!

Re: Rewards Card Not received and being given run around

KyleSR_93 — Fri, 13 Jan 2023 20:31:07 GMT

I have not recieved a text for T&Cs.

The live chat agents just suggested I call or email the ee rewards team. (Where i have the option to call an automated response line which tells me to speak to a live agent or recieve the same information via an email) EE rewards team last stated they are relying on EE to send over my information or there was nothing they could do.

Re: Rewards Card Not received and being given run around

Jimbo007 — Wed, 18 Jan 2023 19:06:48 GMT

I am having the exact same experience as you! Yes I am thinking it is an ombudsman case as well as it seems like false-selling to me. They clearly think people will get fed up and give up.

Re: Rewards Card Not received and being given run around

Jimbo007 — Wed, 18 Jan 2023 19:09:43 GMT

I was told they had raised a web form and was promised the link by this Monday. Come Wednesday and it hasn't arrived. Was then told to contact the claims team (who I had already emailed). It's a clear tactic to frustrate as many people as possible so they don't have to pay out, aka false selling.

Re: Rewards Card Not received and being given run around

Jimbo007 — Wed, 18 Jan 2023 19:11:53 GMT

Seems like a case for the ombudsman as they are false selling these contracts and hoping that people give up so they don't have to pay out.

Re: Rewards Card Not received and being given run around

Jimbo007 — Wed, 18 Jan 2023 19:13:18 GMT

I have spoken to agents 3 or 4 times. Was promised the link would arrive this Monday, but it hasn't (they raised a web form apparently...)

Re: Rewards Card Not received and being given run around

Leanne_T — Thu, 19 Jan 2023 07:48:08 GMT

Hi @Jimbo007

I'm sorry to hear this.

Have you spoken to our mobile care team again on 150, since Monday to let them know the link hasn't been received?

Leanne.

Re: Rewards Card Not received and being given run around

Hawkers — Thu, 19 Jan 2023 09:54:43 GMT

I spoke to Joe in your Mobile Care Team last week who looked into this and said (as i thought) that the issue arose because i ported my old number across from BT and the link was sent to the number EE originally assigned when i took out the contract hence why i had not received it...

He said that it takes 7 days for them to sort this out so hopefully i should be getting the text soon!

But if not i will be asking for my complaint to be reopened and if no remedy provided that you issue a Deadlock letter so i can go to the Ombusdman... Or if they refuse my complaint was raised 19 Dec so will have to wait another month before reaching the 8 weeks you have to sort it out!

As @Jimbo007 this is a clear case of mis selling as i have been incentivised to take out a contract that i would not have done if the £200 card had not been part of the deal...

So either sort it out now or end up paying the Ombudsman Case Fee, plus my £200 card plus compenation for the amount of time it has taken for you to sort it all out...

As previously stated been with BY for past 10 years with no issues and my experience of EE so far is less than ideal...

Re: Rewards Card Not received and being given run around

Leanne_T — Thu, 19 Jan 2023 10:13:46 GMT

Hi @Hawkers

Please let us know how you get on once you hear back from the team getting this looked into for you.

Leanne.