Rewards Card Not received and being given run around

[Hawkers]

I transferred from BT and took out a new contract for a Pixel 6a with a £200 reward card on the 19th November. After a month i had not received a reward card so called 150 and was told i need to call their Rewards claim team on 0331 630 5412 to get my card.

I called and in their unhelpful recorded message said unless i had been sent a link from EE they were unable to help.

Then Christmas happened and did not have time to call but called EE again today to be told that they are unable to help and to call the reward team. So i called again today and got told the same they cannot help unless EE send the link...

So here i am frustrated that i have been incentivised to take a contract that i would not have done if there was not a £200 cashback on offer...

Hopefully this gets resolved soon otherwise i guess i will have to take my case to the Ombudsman!

[Hawkers]

Had the same issue myself, took a Pixel 6a on 19/11/22 and i still not have been sent a link to claim my £200 card and every time i call EE they say you need to call the Reward Team. The reward team then say they are unable to help until EE send the link.... argggh!!!

I have been a BT customer for over 10 years and only transferred to EE as BT no longer doing handset deals 😞

[James_B]

Hi @Hawkers,

Welcome to the EE Community. 🙂

When you called Customer Care, did they mention if they had filled out a webform to chase this up for you?

James

[Hawkers]

Hi @James_B 

It was raised as an official complaint on 19/12/22 and the agent i spoke to today said he had updated notes on the complaint. He also stated that they had done all they should and my account was eligible so shopuld get the card.

Not sure if a webform was created??

Neal

[Jon_K]

Hi @Hawkers.

The webform should be completed if you meet the criteria but haven't received the card.

I'd recommend checking this has been done. Sorry we can't check this on the community.

Jon

[KyleSR_93]

Have had the same treatment. Spoken to multiple agents both referring me to thw rewards team, which when you call them all you get is an automated voice saying they cannot help and to speak to an agent. Couple of emails were sent too with similar responses to the automated telephone response.

[Katie_B]

Good morning @KyleSR_93.

What number did you call?

Speak soon, 

Katie

[stefT65]

Hi,

After also being persuaded to take out this contract before Christmas, I haven't received my Reward Card either.I hadn't realised until today.

I'm loath to try to contact them via phone as past experience has been dire. 

I'm going to call into the local EE shop in the hope I can get it resolved. 

I hope you have some luck in getting your card soon.

Steph

Bolton

[Leanne_T]

Morning @stefT65

Thanks for coming here. 

Our mobile care team will be happy to help if you could give us a call on 150. 

Let us know how you get on. 

Leanne.

[KyleSR_93]

I called the number associated with the EE rewards team. (Ended in 5412 I believe) I also spoke to multiple EE agents on live chat.