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!

[Jimbo007]

Yes hawkers I am raising this with the ombudsman as it seems like a deliberate tactic to me. We shouldn't let them get away with it! (tbh it's more about the principle than the money, although the money would be nice I suppose... 

[Leanne_T]

Hi @Jimbo007

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

Leanne. 

[Jimbo007]

If you want to email me sometime I'm on *************. Might be good to have some evidence that this isn't a one off mistake and that others have had the same experience? @Hawkers 

[mod edit: personal details removed from the public forum]

[ClareONeill]

Sadly I am in the same frustrating loop (since early Dec)- this is extremely poor show on EE's side.

I have had a webform created and no matter what number I call or email I send or what customer representative I speak to, I am no further forward. 

I am now on call waiting to make a formal complaint. 

I rarely complain but this seems to feel like a scam.

[Hawkers]

Hi @ClareONeill 

Sorry to hear this and can appreciate after being stuck in the same loop from Nov 19th..

But hang in there and its not a scam just EE incompetence! as last week i got my code and as a result my card!!!

Did you transfer an old number to EE? As this was my issue because they sent the code to the number that EE gave me when i took out my contract but as my number had changed to the old one i transferred across from BT meant i did not get the text....

Why they do not send you an email to the address registered when taking out your contract i do not know. As this would eliminate this problem for people who port over their old number and deliver a much better customer experience!

Come on EE sort it out!!

[Hawkers]

Hi @ClareONeill 

Sorry to hear you are havign same issues as i was!

Hang in there i got my text last week, after first complaining on Nov 19th!

Issue stems from when you transfer across your old number from your previous provider (BT in my case) Seems they sent text with code to the number that EE gave me when i took out my contract and as by this time i had had my old number from BT in place i never received the text..Took numerous calls to various agents but in the end it was a helpful Joe from Portsmouth who got to the bottom of it and sorted it out. He called and told me i should get text with 7 days and 6 days later i did!

When you do finally get the text the process for getting your online virtual card is easy so at least that's something!

Hope you get it sorted soon!