topic Re: Still haven't received my EE game card in Gaming

Still haven't received my EE game card

Alexander951 — Mon, 23 Dec 2024 11:35:45 GMT

Ordered a PS5 slim in store on 3rd Dec which was meant to come with a £150 EE game card. Still haven't received the card. Spoke to 150 multiple times. 3 different EE game card forms have been raised. Have been told multiple times it will be 24hrs/48hrs until I get the card. Just want someone to actually help me.

Re: Still haven't received my EE game card

Alex_H — Mon, 23 Dec 2024 16:50:13 GMT

Hello @Alexander951,

Welcome to the EE Community

I am sorry you have been having trouble with your Game Card offer, the form does get sent to our product support team to pick up. Unfortunately we have no account access through these forums, if you have still not heard anything from the form sent please give us another call as they will be able to check your account for any notes from the team.

Alex

Re: Still haven't received my EE game card

Alexander951 — Mon, 23 Dec 2024 16:54:49 GMT

I've called again today but still no response to any of the three forms created, I was told I needed to call Sony for some reason to resolve the issue but after calling them they had no idea why I was sent to them. It just seems like I can't get a straight answer or anyone knows what is happening it's getting very frustrating at this point. I imagine if I even do get this card it will be late January and everything I want won't be on sale anymore.

Re: Still haven't received my EE game card

KyleJ91 — Sat, 18 Jan 2025 00:06:30 GMT

I've this exact same issue, I've had 3 emails I've had to contact, numerous calls made and no one can give a straight answer. I was also given the exact same Gamecard voucher from a previous order which was already used. Poor service.

Re: Still haven't received my EE game card

Michael_D — Sat, 18 Jan 2025 09:32:40 GMT

Hi @KyleJ91

Welcome to the community.

I can understand your frustration at having to chase this so many times.

While I can understand that you have made several phone calls to our team already, they will be the best people to speak to about what the latest update is. If you aren't able to get a resolution, they can open a complaint to escalate this for you as well.

Michael

Re: Still haven't received my EE game card

KyleJ91 — Sat, 18 Jan 2025 10:43:12 GMT

The case has supposedly already been escalated 2/3 times by numerous members of the EE team.

I've been waiting since December 5th for this to be resolved, as have many others.

It feels as though as customers, we are just being told to go back and forth with complaints, enquiries and calls, just to find ourselves back at square one.

Re: Still haven't received my EE game card

Michael_D — Sat, 18 Jan 2025 10:47:17 GMT

I really do get where you are coming from @KyleJ91.

We don't have access to your account here on the community to see what is happening, so I would recommend getting back in touch with our team again to look at the complaint and get this progressing for you. When the complaint is opened, you should receive a text with a complaint reference.

Michael

Re: Still haven't received my EE game card

KyleJ91 — Thu, 06 Feb 2025 09:08:00 GMT

Hi,

Even after back and forth with multiple members of the EE staff and multiple emails and calls, I've still not received anything and it's been 2 months since I purchased the deal now.

Literally going around in circles for something to be done.

Re: Still haven't received my EE game card

Leanne_T — Thu, 06 Feb 2025 11:24:11 GMT

Hi there @KyleJ91

I am very sorry you have not received the Game Card after multiple emails and calls to get this looked into.

When was the last time you spoke to the team and what did they advise?

Leanne.

Re: Still haven't received my EE game card

KyleJ91 — Mon, 17 Feb 2025 15:48:44 GMT

Hi Leanne,

We are looking at the 6th Feb now, that was when I was last told that it would be looked into. I've had no communication since.

I was advised that it would be looked into after I had already emailed the address that was given to me by two members of the team.

I've not heard anything from the four emails I sent to that address.

Re: Still haven't received my EE game card

Leanne_T — Tue, 18 Feb 2025 08:26:32 GMT

Hi there @KyleJ91

I am really sorry you have not heard anything after emailing the team to get the Game Card sorted.

When was the last time you sent the email?

Have you been back in touch with our mobile guides since you last posted on the community?

Leanne.

Re: Still haven't received my EE game card

KyleJ91 — Tue, 18 Feb 2025 12:48:06 GMT

6th February was the last email I sent and no I haven't got in touch with anyone since the last Time I posted on here due to being told that it was once again being raised and followed up.

It's ridiculous that it's taken 3 months and numerous emails and calls to still be at square 1.

Re: Still haven't received my EE game card

KyleJ91 — Tue, 18 Feb 2025 12:49:37 GMT

Any luck receiving this ? I'm 3 months on and still waiting. Same as you, numerous calls, emails and have even sent an email to who they said deals with these issues.

Re: Still haven't received my EE game card

Leanne_T — Tue, 18 Feb 2025 14:14:36 GMT

Thanks @KyleJ91

Have you checked your junk/spam email folders to see if you have had an email?

If nothing is showing, please get back in touch with the team and they will see if they can get this looked into further for you.

Leanne.