Mastercard gift card offer

[markglen]

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

[James_B]

Hi @Deathangel2890,

I can confirm that redemption texts are sent 15-30 days after receiving your phone.

James

[Deathangel2890]

So you're telling me the store lied to me and sold me a phone under false pretenses? Cool. Will be looking at the legal side of it then as I feel this counts as a breach of contract. Mind if I use your message as evidence?

[James_B]

Hi @Deathangel2890,

I'm just sharing the correct timescales for redemption of this offer, as confirmed by our promotions team.

I'm sorry if any information you've received from other channels has been incorrect.

James

[Annilou88]

I spoke to 150 yesterday and she told me it works out as 21 days for the card link to be sent. Mine apparently should be sent by Wednesday 🙄 but we shall see.

[Katrina83991]

Thinking my next step is trading standards I have message from ee stating I am fully entitled to the card 

[Deathangel2890]

OK, I hope everyone sees this.

If you bought your phone in a store, PHONE THE STORE. I did and they were awesome. 

All in store material they receive states 14 days. So, the community team stating 15 days means that EVERY phone that was sold under instore information is now mis-sold. Ask them to escalate it to their head office, which is what my store is doing, and tell them you feel lied to in order to make you purchase a phone with EE.

But let your store know. I was the first to raise it with mine and they are really pushing for a resolution. More so than the so called "community managers" who seem happy to throw their colleagues under a bus.

[James_B]

Hi @Deathangel2890,

Please can you let me know which store you made your purchase in, so I can make sure they are briefed with the correct redemption timescales for the offer?

Thanks

James

[Sophia82]

I upgraded recently and am due a £300 gift card on Wednesday (15 days). Getting concerned reading all of this! Especially as EE have failed to send me any form of communication about it whatsoever. Had expected it so I could use it by Black Friday sales but now feel it's unlikely. 

I can see the EE mods on here are now saying 15-30 days but I was told, on your recorded phone sales line, very specifically 15 days after the sale (so 1 day after the cooling off period). EE mods can you please advise your position on this, as now a lot of us are starting to feel lied to, misled into taking out new contracts/phones, and are going to miss out on what was promised. By not providing this information I believe you're also breaching Ofcom's C8 guidance on sales incentives. 

You need to sort it out because otherwise doubtless a lot of customers will be reporting this for your misleading sales incentives. Notably this incentive is due one day after the cancellation period too, leaving us bound to contracts that we've been encouraged to upgrade to because of this offer - especially tempting to take out in the current cost of living crisis. 

[Fordy31uk]

@Sophia82 

Exact same happened to me. I have since been told 5 days, 15 days and 15-30. But on recorded call I was told day 15.

I have since 'escalated' twice and my most recent deadline is tomorrow which will be day 23.

The only answer you will get on here is "15-30 days"...on repeat.

Everyone seems to be told differently. I've had 3 different timescales from 5 different EE sources, I would avoid the online 'help' chat at all costs, they just seem to compound the issue. Call 150, explain, they'll escalate...I was offered £20 bill credit for the inconvenience and told if I haven't received the sms by 21 November I need to call back to have it escalated for the third time.

I imagine it will keep being escalated until the 30 day point when I will magically receive the SMS message to claim the e-card.

Huge case of miss-selling and perhaps preying on those looking for the MasterCard as a means of paying for Xmas.

Great customer service.

[James_B]

Hi @Sophia82,

I can confirm redemption texts are sent 15-30 days after receiving your phone.

Hope this helps.

James