Sent a Zero Balance Gift Card for Meta 3S promo

[TheFishKnows]

This card is supposed to be £50

I typed in the card number and the pin and it shows as a zero balance.

what do i do now? I don’t have an EE phone to text or call from.

[Linzi_H]

Hi @TheFishKnows 

I know how eager you'll be to get this sorted out! Did you purchase this from the EE Store? 

If you did, then you'll definitely need to get in touch so the team can investigate this further for you. 

Linzi 

[TheFishKnows]

Yes I have both sent an Email and requested a callback.

i do think it’s strange that there is no dedicated number to call for the Online EE Store to speak to a customer service rep.

I called general customer service and they are unable to assist. 

[TheFishKnows]

I have now been referred to my third department bhneegaming@waivpay.com

and repeated my whole issue chapter and verse all over again. 

no one seems to want to take ownership of or resolve this problem. 

[Linzi_H]

Thanks for keeping us in the loop @TheFishKnows 

I'm so sorry we've left you feeling this way! Our Customer Service team and EE Store are two separate areas, so you've done the right thing by emailing or requesting a callback from where you've purchased from. If the team has then advised you to contact bhneegaming@waivpay.com, this will definitely be correct. 

I hope you get a reply soon.

Linzi 

[TheFishKnows]

It’s been 2 days since I emailed bhneegaming@waivpay.com

I have heard nothing back

where do I go from here? 

are my only options to raise a formal complaint or go to trading standards? 

I do not understand why no one will help.

[Peter_W]

I really appreciate your patience with this one @TheFishKnows.

The email address you've mentioned here is for the partner company that administers our gift cards, so they'll definitely be best equipped to help out with this. 

Please keep an eye out and I'm confident you'll hear something soon, and it's worth keeping an eye on your spam / junk folder just in case too.

Peter

[TheFishKnows]

I’d like to update that 6 days on from escalating this to a complaint I have heard nothing from either the escalations team or the “third party” allegedly investigating.

I wanted to be able to use this game card for the Meta Black Friday sale I’m going to miss this now.

with absolutely no acknowledgment of my issue from either the resolutions team or the third party email my only recourse now seems to be contacting Trading Standards.

ive never known a company with such non existent customer care it’s quite frankly shocking. 

[Peter_W]

I'm really concerned to hear that you've still not had a reply to your email here @TheFishKnows.

Whilst this will seem simple, can you please check your spam / junk to make sure it hasn't ended up in here?

Peter

[TheFishKnows]

No nothing in Junk or Spam. Just ghosted basically.