£300 reward card

[Jodikav96]

 having the absolute worst time trying to get my reward card after upgrading my phone on 21st November I've had no message to claim it been fobbed of by ee and the card service team basically blaming each other I just want to finish my Christmas shop but the way this is going I won't. What an absolute joke!

[Mod edit: Image rejected due to it containing personal information.]

[KyleSR_93]

I still havent recieved anything after chasing up for months. I had a small breakthrough a couple of weeks ago though. An agent worked out that the sales agent who put through my order applied the wrong discount. Was asked to wait 3 working days, still nothing. Phoned up and another agent told me that his collegue ALSO applied the wrong discount, which has supposedly finally been amended. Day 4 after that chat and still heard nothing.

[James_B]

Hi @KyleSR_93,

What action did Customer Care take when you last called?

Was a complaint raised on your behalf?

James

[KyleSR_93]

Last interaction with customer care was a chase up call from myself.

The agent explained to me that the agent I had spoken to the previous week may have accidentally got mixed up and also applied the incorrect discount  (Should have been a BT customer)  which was effectively  stalling the process.  He explained that he has now rectified the issue, and could take up to 3 working days, I also requested a webform to be sent to EE Rewards to see if that helped. 

I do not believe a complaint was raised at this time,  I do think one was raised a few weeks before this occasion.

[James_B]

Thanks for the extra detail @KyleSR_93

Have more than three working days passed since that last conversation?

James

[KyleSR_93]

I cant recall whether I had contacted on Sunday or Monday. 

Its definitely been longer than 72 Hours though.

[Jon_K]

Thanks @KyleSR_93 

Did the agent say if they were getting back in touch, or give you the next steps?

Jon

[KyleSR_93]

No, I was told to wait 3 days and hopefully I should recieve a text, which I havent so far. If someone could break down the process that would be helpful.

[Jon_K]

Thanks @KyleSR_93 

You need the text to be able to move forward.

I know you've already been in touch, but I'd recommend getting back in touch with our customer care team so they can check your account.

Jon

[KyleSR_93]

I decided to wait a few more days to see if the text ever came, it didnt. 

I called EE at 9am this morning, gentleman 9n the phone didnt really know how to investigate what was going on so arranged to call me back later today once he had spoken to a team leader. I didnt recieve a call back.

[Leanne_T]

Hi @KyleSR_93 

I am sorry to hear this, did you receive the call back last night? 

If not, please get in touch with us again and the team will get this looked into further for you. 

Leanne.