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!

[Leanne_T]

Hi @KyleSR_93

Did you receive the terms and conditions text for the offer? 

What did the live chat agents advise? 

Leanne.

[Hawkers]

Hi @stefT65 

I called them again today as still not had the link despite me calling 150 last week and being assured webform was completed....  another webform completed and agent has scheduled a call back for me on Saturday as they have 3 days to resond to this...and have been assured that webform has been completed today.

Re visiting an EE Shop i tried this a couple of weeks back but was told I need to call 150 as they could not help me in store...

Fingers crossed this gets resolved soon, but just in case I have raised as an official complaint and if not resolved within 8 week i can take it to the Ombudsman as i have been incentivised to take out a contract that i would not have done if there had not been the £200 reward card offer!!

Hope you get your card too!

[KyleSR_93]

I have not recieved a text for T&Cs.

The live chat agents just suggested I call or email the ee rewards team. (Where i have the option to call an automated response line which tells me to speak to a live agent or recieve the same information via an email) EE rewards team last stated they are relying on EE to send over my information or there was nothing they could do.

[Jimbo007]

I am having the exact same experience as you! Yes I am thinking it is an ombudsman case as well as it seems like false-selling to me. They clearly think people will get fed up and give up. 

[Jimbo007]

I was told they had raised a web form and was promised the link by this Monday. Come Wednesday and it hasn't arrived. Was then told to contact the claims team (who I had already emailed). It's a clear tactic to frustrate as many people as possible so they don't have to pay out, aka false selling. 

[Jimbo007]

Seems like a case for the ombudsman as they are false selling these contracts and hoping that people give up so they don't have to pay out. 

[Jimbo007]

I have spoken to agents 3 or 4 times. Was promised the link would arrive this Monday, but it hasn't (they raised a web form apparently...) 

[Leanne_T]

Hi @Jimbo007

I'm sorry to hear this. 

Have you spoken to our mobile care team again on 150, since Monday to let them know the link hasn't been received? 

Leanne.

[Hawkers]

I spoke to Joe in your Mobile Care Team last week who looked into this and said (as i thought) that the issue arose because i ported my old number across from BT and the link was sent to the number EE originally assigned when i took out the contract hence why i had not received it...

He said that it takes 7 days for them to sort this out so hopefully i should be getting the text soon!

But if not i will be asking for my complaint to be reopened and if no remedy provided that you issue a Deadlock letter so i can go to the Ombusdman... Or if they refuse my complaint was raised 19 Dec so will have to wait another month before reaching the 8 weeks you have to sort it out!

As @Jimbo007 this is a clear case of mis selling as i have been incentivised to take out a contract that i would not have done if the £200 card had not been part of the deal...

So either sort it out now or end up paying the Ombudsman Case Fee, plus my £200 card plus compenation for the amount of time it has taken for you to sort it all out...

As previously stated been with BY for past 10 years with no issues and my experience of EE so far is less than ideal...

[Leanne_T]

Hi @Hawkers

Please let us know how you get on once you hear back from the team getting this looked into for you. 

Leanne.