Airtime Rewards still not being taken off my bills after contacting customer ser

[SC008]

My Airtime reward was shown on my March bill but not being credited for that bill in total amount, nor the one for April. After contacted customer services, I was advised that it has been rectified and will be credited in the following month. Still nothing in May nor in June bills.

Just wondering if anybody has had experienced the same? Is this Airtime Rewards redemption actually a real thing? 

[Michael_D]

Hi @SC008 

Welcome to the community.

Airtime Rewards redemption definitely is a real thing, I use it on my bill every few months. It then would be deducted from the next bill to be produced.

It is worth checking in the Airtime Rewards app under More that your number is correct at the top of the screen, and then under My Network, if it is showing the correct network.

If you also go to Rewards, then Redemption History, does it show that it has been credited to your EE account?

Michael

[SC008]

Hi Michael, 

Thanks for your reply. Long story short. Both EE and Airtime Rewards have confirmed it was an error on EE's part which although the reward was stated on my March bill but the actual money wasn't credited against the total bill, not March, not April. EE has since advised me that the reward will be credited to my bill for the following month. However, still not credited against my May bill nor my June bill.

Any other suggestions would be appreciated.

Kind regards 

[Michael_D · Accepted solution]

Thanks for the further information @SC008.

We don't have access to your account here to see what is happening, so the best course of action would be to give our billing guides a call.

They'll be able to bring up your account and look into this further for you.

Michael