topic Re: Still not received prepaid card in Offers & Add-ons

Still not received prepaid card

Mayamayamoo — Tue, 31 Jan 2023 07:46:16 GMT

Hi I wonder if someone from EE can let me know when I should have received my prepaid £200 card? I upgraded to my google pixel back in December on the black Friday deal so I could get the card but still haven't heard anything.

Thanks

Re: Still not received prepaid card

Katie_B — Tue, 31 Jan 2023 08:45:04 GMT

Good morning @Mayamayamoo.

Welcome to the community.

Have you received a text to the main line on your account?

Katie

Re: Still not received prepaid card

Cbakewell88 — Tue, 21 Feb 2023 11:49:40 GMT

I never received mine either back from November for £300 , ive rang so many times and all EE team say they will sort it and ring back but they never do! this is very poor from EE

Re: Still not received prepaid card

James_B — Tue, 21 Feb 2023 12:59:55 GMT

Hi @Cbakewell88,

Welcome to the EE Community. 🙂

Did you receive a text with a link to activate your digital card online?

James

Re: Still not received prepaid card

Cbakewell88 — Tue, 21 Feb 2023 16:06:03 GMT

I've never received any text or anything and EE have still not sorted.

I've called and spoken to numerus staff and they all just blag that they will sort it but never do its a promotion where you don't get the promotion. im fuming with EE

Re: Still not received prepaid card

Christopher_G — Tue, 21 Feb 2023 17:16:20 GMT

Have they confirmed that you're eligible for the offer, @Cbakewell88?

Chris

Re: Still not received prepaid card

Cbakewell88 — Wed, 22 Feb 2023 10:25:30 GMT

I've had it all confirmed that i was eligible and i should of received this by now.

I've rang and emailed and got nothing they always say we will call you back but don't then yesterday they put the phone down.

i was told to email the rewards team (Which i have done) and they are don't really help all you get back from them is your not in the system go back and talk to EE

Re: Still not received prepaid card

Christopher_G — Wed, 22 Feb 2023 12:06:21 GMT

OK, thanks @Cbakewell88

I've sent you a private message to get some information from you.

Could you have a look and get back to me please?

Thanks

Chris

Re: Still not received prepaid card

BETHAN781 — Wed, 22 Feb 2023 20:23:16 GMT

I'm having an identical issue. Upgraded end of November over the phone. Lady confirmed I was eligible for £300 prepaid mastercard and i would recieve a text with further info and to follow the link. Had a text to say we would hear about the card shortly (once cooling off period had passed) and that's it nothing since. I have been chasing this for literally months. I have rung customer service, first person I spoke to didn't even know what I was talking about. Apparently EE are not sending the information over to the third party company who deal with the reward scheme. So the reward team was emailed to resend the information. And we recieved another text saying look out for the text with further details. And that text never came again. So I tried messaging over Facebook. I've lost track of how many people have messaged me back and still haven't got anything to tell me. What is so complicated?! I am struggling to understand why this is so difficult to resolve. I can't speak to anyone other than EE. I have no proof that the messages have been sent to the rewards team. I can't even escalate the complaint. I'm fed up. The contract was taken because of the offer. And I feel like I've been cheated. I have all my family's phones and devices on my EE account and my phone is overdue an upgrade but I will not take another as I feel like I've been scammed. One by one I will move them elsewhere. Shocking customer service

Re: Still not received prepaid card

Christopher_G — Thu, 23 Feb 2023 10:45:45 GMT

Hi @BETHAN781

The text message is sent to the lead number on the EE account. Is it possible that it's been received on one of the other devices that you have?

It may be worth asking our Mobile Care team which number it was sent to.

Chris

Re: Still not received prepaid card

BETHAN781 — Fri, 24 Feb 2023 14:41:00 GMT

This was one of the first things that was checked. The only response I keep getting from EE is we will look into it. An email is sent and that's it. Nothing happens unless I start chasing it again. I'm just going round in circles. No one can give me an answer or explain what the problem is. I'm struggling to understand why it is so difficult to resolve this issue. I cancelled my watch plan this morning as its out of contract. So is my phone and as soon as I find another deal I will be moving that too.

Re: Still not received prepaid card

Christopher_G — Fri, 24 Feb 2023 19:08:20 GMT

You should hear back from the team once they have looked into it, @BETHAN781.

When did you last speak to someone?

Chris

Re: Still not received prepaid card

BETHAN781 — Fri, 24 Feb 2023 19:35:24 GMT

No offence this has been going on since December how much longer do they need? I recieved a message today saying they haven't had a response yet. But only because i messaged to ask what the current situation is. Just being fobbed off over and over again without anyone offering an actual solution

Re: Still not received prepaid card

James_B — Sat, 25 Feb 2023 09:12:57 GMT

Hi @BETHAN781,

I'm sorry that this hasn't been resolved yet.

When did the agent that is currently dealing with this for you chase it up?

James

Re: Still not received prepaid card

Niks_79 — Thu, 02 Mar 2023 15:40:06 GMT

I too am still waiting for a £300 prepaid card from when i upgraded on 3rd November 2022. I have been into the shop where i upgraded several times and just told to wait for the text to come through......still nothing has been received. I have just been in the shop again and was now told so many people did not receive their reward too and i must contact Samsung as nothing to do with EE. This is absolutely ridiculous! I was initially debating on the upgrade but decided i would based on the fact i would get a £300 prepaid card to use.

The only way you can get hold of Samsung is to call between 9am-5pm but that's when i am at work and cannot make calls during that time. Can someone help me please?

Thank you

Re: Still not received prepaid card

James_B — Thu, 02 Mar 2023 15:46:19 GMT

Hi @Niks_79,

Welcome to the EE Community. 🙂

This is an EE offer, rather than Samsung. I'm sorry if this was miscommunicated when you visited our store.

Please get in touch with Customer Care who'll check your eligibility and make sure you receive your redemption text.

Thanks

James