Mastercard gift card offer

[markglen]

I’ve just seen the offer, does it apply to upgrades also? 

[eightyeightmph]

Absolutely fumming. 

Thought I was getting there with the Facebook messenger support, promised yesterday they would follow up today, but wasn't expecting this;

"Thanks again for hanging in there Chris. I've been checking your account and there has been no update however, what I have realised since yesterday that the device finance plan that you are on does not include the offer, please accept my aplogies, I should have noticed this yesterday.

I can see you did your upgrade with our retentions team over the phone. In the conversation, was the upgrade pro-actively sold with the card included as part of it? M"

I replied yes, and suggested they listen to the call. It was Sales team who pushed the card, I didn't know about it before the call. 

"Right I see. What I would like to do Chris is get this escalated for you and arrange a callback so we can get the call listened to then we can go from there. This will be in the next 24 hours. Would that be ok? M"

Ive recreated a transcript of the call under freedom of information, and will be getting legal advice. Yes it's only £300 but the service has frankly been appalling.

I've been lied to, misinformed, and now, after waiting and waiting and having been told both by online chat and 150 I'm eligible, have been told I'm not eligible and need to prove I was sold it in the first place. 

This is how you lose customers of 20 years. Has anyone taken this plight to social media?

[eightyeightmph]

I have the 125gb/pm Samsung S22+

This is the offer criteria;

About this deal
Offer starts 28th October and runs to 24th November. Get a digital prepaid card when purchasing one of our eligible devices on a 25GB and above plan.
Samsung A33 - £100 digital prepaid card,
Samsung A13 5G (not 4G) - £100 digital prepaid card, Oppo Find X5 Lite - £150 digital prepaid card, Oppo Find X5 - £250 digital prepaid card,
Google Pixel 6A - £200 digital prepaid card, Oppo Find X5 Pro - £300 digital prepaid card, Samsung S22+ - £300 digital prepaid card, Google Pixel 7 - £200 digital prepaid card,
Google Pixel 7 Pro 128GB - £300 digital prepaid card and Google Pixel 7 Pro 256GB - £300
digital prepaid card.

[Sophia82]

I've Tweeted Martin Lewis and EE about this as so many people are affected. I suggest you also contact both via Twitter, alongside Watchdog, Ofcom and other regulating bodies. What a joke!

Make sure you have the sales call listened to and escalate via writing (email) including all chat screenshots and transcripts as well. If you were told you would get it at the point of sale and they are now backtracking then you have been mis-sold. 

[XRaySpeX]

@eightyeightmph : Where did you see/hear those offer criteria? If you ordered by phone, those terms are only applicable online.

[eightyeightmph]

They're just grabbed off Google then, looks like EE have removed the offer or at least I couldn't find it readily on the website. 

Regardless, they hopefully have the call recorded. 

Do you work for EE or just loiter on the community pages? Assume from your responses you aren't in similar circumstances to all the unhappy customers on this thread?

[XRaySpeX]

@eightyeightmph : What you find on Google are not binding on EE unless you arrive at an official EE page & even then are only applicable in the context of that page. Unless they were read to you when you ordered they won't be applicable to you either.

The digital Mastercard gift offer ended yesterday.

I just loiter on the Web 😉 !

[eightyeightmph]

No doubt have a fight on my hands. No doubt they'll find my particular call wasn't recorded and as there's no evidence try and get away with either nothing or an insulting low reduction on my next bill. 

I wrote everything down whilst on the phone, and know what was said and offere, but if they do have it recorded I'm laughing. 

[Sam22plus]

As promised, here's my update.

Phoned EE earlier and asked why I wasn't contacted... I'm guessing as they didn't have an update for me, but officially they didn't have an answer. However they can see its been escalated and have contacted the person who was ment to contact me 

At 7.05pm I had a missed call and voicemail (sorry guys I was watching the england v usa game). Anyway the message confirms I'm eligible for the offer and I was "accidentally" left of the list... **bleep**?!... accidentally left of the list?... that makes no sense to me at all especially after all the calls I have made etc... cmon EE you can come up with a better excuse than that!! I'm now being told that my information has been passed over to the card company and It could take them upto 7 days to process and i should receive a text within that time, that will take me to 35 days if all goes well... However, If I don't receive a text I should phone customer services AGAIN!!

I have a feeling I'm being fobbed off... but time will tell... unfortunately my patience is running thin and I feel for others who are in the same situation as this whole experience has been very frustrating to say the least

[JadeLM]

This has helped 👆I was told 5 days in the store to receive my text then 15days until access/receive card. With the promise of having it before Christmas, but after reading all of this I'm not very confident I will be receiving this before Christmas 🤦‍♀️

[eightyeightmph]

Resolved, for me anyway...

Andrew from EE called next day as promised following the Facebook messenger escalation by David.

He confirmed that as my contract had been renewed with a new style split tariff I wasn't eligible for a prepaid card. 

But was quick to acknowledge that both 150 and online chat had recognised my eligibility and he needed to pull the sales call (I made notes and new exactly what had been offered). 

He went away and said he would be back in touche later that afternoon but called back withing about 30 minutes. 

The sales call was over an hour (he didn't bother listening to it all), and as I had described, had been sold the prepaid card as an upgrade incentive. 

EE are honouring the card and I should expect an activation SMS 5-6 days from this call. He's monitoring and will contact me on day 6 to confirm I've received it.

The delay is due to it being outside of the promotion.

So, for me anyway, it's looking positive. I'll update once more once I have the SMS.

My advice is contact EE by every means they offer but I only had resolution through the Facebook page team.