Got Ps5 bundle in Sep…now Nov still no ee game card

[Karine_H]

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Hiya 

does anyone know how to get the £70 game card sent to me please? I Got a Ps5 bundle with playstation plus and a £70 ee game card in September, i waited a for it to arrive as i was told it would come 10-14days after the ps5 but got nothing. I have been in almost daily contact with ee to sort this for 3 weeks!! I have sent emails to the waivepay email address they gave and sent 3 that week and then got back in contact with ee who have escalated it 4 times now and i just keep getting fobbed off. 

Has anyone else had this issue? and how did you get this resolved?

[Northerner]

Hi @Karine_H 

You'll need to speak to EE CS directly about this issue.

Thanks 

[Karine_H]

Hi @Northerner 

Thanks for the advice but I have been in contact with ee directly like 7 or 8 times on the phone and they are not able to help other than keep filling out a webform for escalation.

i just thought by posting on here would someone who has experienced this issue would have an idea on how this can be resolved. 

[kevinwincott]

I’m the same, got my console a week ago and was told 24 hours, then 48, then told to speak to customer service who filled in webform.

spoke to the store today and agreed to return ps5 tmrw with full refubd

[Peter_W]

Thanks for confirming these details for us @Karine_H. 

Just so we can be 100% sure with this one, I've checked over the guidance around the Game Card and it's advised that this should be delivered digitally by text within 2 working days of receiving your purchase.

Have you double checked your texts from the period you purchased this to make sure it hasn't come through and been missed? 

If you have a couple of different numbers on your account it could be worth checking your other lines too.

Peter

[kevinwincott]

yes checked my phone, no other numbers on account, took my PS5 back on Saturday and was replaced with new contract, and still not received the code on a new PS5

[Peter_W]

Thanks for explaining that @kevinwincott. 

If the store have totally cancelled off your old PS5 and added this bundle again, we would expect it to be within 2 working days that the text is sent out. 

If that's still not getting sent, escalating it with our team via the web form is definitely going to be the best way forwards here, as this raises it directly with our partner running this promotion for further investigation. 
Peter