Prepaid Card £300 - Try Aagin

[JaseyB]

Looks like my original was deleted so I'll try again

Ordered the Samsung S22 Plus as part of the prepaid card £300 deal on 15th November - received phone on 17th November

Contacted EE by live chat to confirm eligibility of the card and confirmed that I was eligible after the 14 day cooling off period

Emailed EE Rewards to also confirm and they responded saying they couldnt comment until I received the claim code which I would receive after 14 WOKRING Days

Again, messaged EE Live Chat and was told that it WAS 14 WORKING Days and therefore would receive the code around 2nd December

An hour later Live Chatted them AGAIN and a rep said no that was wrong, it was 14 days NOT working days - the working days being stated due to the fact they dont work weekends and confirmed eligibility again and that I would receive the code within 48 hours after the 28th November - 14 days after I reeceived the new phone and launched the deal

Messaged today to double check, told the card issuer has extended this now to 6th January - told them no chance - this wont 'help with the cost of Xmas' as suggested in the original ad so I will be returning the phone under the cooling off period ..... rude supervisor basically said thats the way it is - like it or lump it

Phoned 150 to return phone then messaged again to check if I could return it in 14 days cooling off and told YES I can and will get a refund as soon as its received

Amazing - just totally unacceptable behaviour and management of this offer and deal - communication was and needs urgent attention and you will be losing a customer of 8 years !!

Good luck everyone else expecting this to help with Xmas

[Northerner]

Hi @JaseyB 

Given the postal strikes you probably won't receive the card before Christmas, but many customers have received it. 

It's 14 days and it starts from when you receive the handset as that is the contract start date. Up to 14 days you can cancel the contract, hence the offer starts after this date. 

Thanks 

[James_B]

Hi @JaseyB,

Welcome to the EE Community. 🙂

I'm sorry to hear you've received mixed messages when you've contacted Customer Care.

You'll receive a text to redeem your digital pre-paid card 15-30 days (not working days) after receiving your phone.

Hope this helps.

James

[JaseyB]

Um no James IM sorry you are incorrect

I have been informed 3 times today that the date is indeed 6th January for all claim texts to go out due to an error in card issuing from the card issuer

So what you have said is incorrect - would you like me to post the transcript so you challenge this ?

if you are indeed correct then give me an assurance that this will happen and I wont return my phone as currently planning to do so as you are correct in one thing saying your communication is volatile to say the least !

Regards

J

[XRaySpeX]

If this card is digital will you actually get a piece of plastic sent thro' the post?

[James_B]

Hi @XRaySpeX,

No, it's a purely digital card.

James

[James_B]

Hi @JaseyB,

I've checked in with our promotions team and I can confirm you will receive your redemption text 15-30 days after your phone.

The timescales you were quoted are for a different promotion that started on 25 November.

I hope this provides some clarity.

James

[JaseyB]

Which promotion was this? That started OK the 25th November that require
claim texts to come through to customers?

[JaseyB]

As suspected.no answer

Again false info and if not then I'd rather not hinge my bets on a 6th January text that you and your colleagues are in conflict over

Ridiculous !! And the fact you also gave false info is even worse to coerce posters on here that all is OK

Disgusting treatment of loyal customers !!

[JaseyB]

What are you talking about it's a digital card and they have already told me its not coming til 6th January so go back and get your fact straight for goodness sake !!