Non arrival of Love2shop voucher after joining BT Infinity 1 broadband.

welshmike_2

I ordered BT unlimited Infinity 1 on 5th January when the offer was a £125 PURE debit card voucher and a £50 Love2shop voucher.
I applied for both immediately my BT unlimited Infinty 1 had been activated on 20th January and received the PURE card promptly.
However I had not received the £50 Love2shop voucher by 19th February the 30 days stated on the Love2shop application so I re-applied.
No voucher received to date, 2 March.
So what may be going wrong I wonder.
I just wish I had kept a copy or screen image of the offer I signed up to on 5th January.
Please would someone post an image or PM me the image of the BT unlimited Infinity 1 offer that was available on 5th January.
Many thanks.
Mike

mije1983

Can't help with the image, but what did BT say when you contacted them about it?

graham_hambly

I also ordered a BT package in early January with the promise of a Love2shop £50 voucher. This was through Moneysupermarket. Nothing has turned up. My emails remain unanswered and my complaint to BT seems also to be being ignored.

What next, cancel BT when the contract runs out, I suppose.

JJ_Egan

Have you used your BT Members community forum ??

graham_hambly

JJ

I've emailed BT twice about this, had two web chats, and now made two phone calls - but to no avail (basically being fobbed off).

Not sure how the BT forum could help. But I'll have a look.

Are BT breaking our contract by not sending the voucher. If so, I may have the right to cancel.

GH

welshmike_2

Yes Graham I have had similar atrocious service from BT. Mutliple internet chats with their non-UK based customer service. Hopeless. They just don't listen. When on the phone they have put me on hold for an unreasonable time while they speak to the vouchers team. When I asked to speak directly to the vouchers team "oh! he is not there and has gone ? home? Emails I receive after contacting them have the subject Sainsburys Gift Card (where did they get that idea from?) despite me replying to correct them.

Here's an image of the webpage showing that my (second) application for the voucher had been received:
http://wehnw.org.uk/love2shop-rcvd.png


I'd like to expose BT's appauling customer service by posting the many many emails between me and them but their email replies state:
"This email contains BT information, which may be privileged or confidential. It's meant only for the individual(s) or entity named above. If you're not the intended recipient, note that disclosing, copying, distributing or using this information is prohibited."

So here are just some of the emails (edited badly sorry and to avoid spam):

Subject: Make a Complaint - Complain about something else [Incident:........]

Date:

Mon, 14 Mar 2016 09:01:30 +0000 (GMT)

From:

Residential Services <residential.services@bt.com>

Reply-To:

Residential Services <residential.services@bt.com>

To:

[EMAIL="Michael&#64;......org.uk"]Michael@......org.uk[/EMAIL]

Thanks for getting in touch.
We just want you to know that we've got your e-mail and your reference number is ....................
We will aim to get back to you within 7 days.
Best wishes,
eCustomer Services Team

Subject: Fwd: Fwd: Sainsburys Gift Card [Incident: 160307-004931] No no no it is a Love2Shop voucher.

14/03/2016 07:15 PM

This is an issue that has been continuing for many weeks now, possibly almost a month..

Please get a £50 Love2Shop voucher sent to me as soon as possible..
Michael.........

Subject:

Non receipt of Love2Shop £50 voucher.

Date:

Sat, 12 Mar 2016 17:27:43 +0000

From:

Michael....... <michael@........org.uk>

To:

[EMAIL="voucher.offer&#64;bt.com"]voucher.offer@bt.com[/EMAIL]

I was advised today by BT Customer Service person, possibly Suman Singha, to write to you in an attempt to get my claim for the subject voucher resolved and to obtain the voucher. I applied to switch my broadband to BT on 5th January through a MoneySuperMarket http://www.moneysupermarket.com offer. That took me to website http://www.productsandservices.bt.com to complete my application. My BT Infinity 1 broadband service was activated on 19/20 January. At that time I completed an application form online for the voucher at https://www.broadbandbenefits.co.uk/Love2Shopvoucher/ Having not received a voucher by late February I applied again. The details on my applications were: Landline Phone number: …............ Title: Mr First name: Michael Last name .......... Your Email Address: [EMAIL="michael&#64;..............org.uk"]michael@..............org.uk[/EMAIL] Confirm email address: [EMAIL="michael&#64;.......org.uk"]michael@.......org.uk[/EMAIL] Vol Reference: VOL............ What website did you see this promotion: http://www.moneysupermarket.com/broadband/ leading to https://www.broadbandbenefits.co.uk/Love2Shopvoucher/ Please send me the Love2Shop by return. Michael …... (full address given) Account number: GB...........

Customer By Email (Michael …...)

10/03/2016 09:30 PM

Sorry but you are completely incorrect in the title of your email. The
subject should be *Love2Shop voucher*. So where is my Love2Shop voucher
please.

Michael.......

PaulineDennyMorley

I also have had problems with Moneysupermarket/BT/Love2shop Jan offer. I have given up on BT and have now contacted moneysupermarket - I have been emailing a lovely lady there and she has passed my issues with BT to MSM complaints and they are going to investigate.
If anyone else in the same situation could also contact MSM with their complaint I am sure it would help - the more the merrier to build a strong case.#
Pauline

graham_hambly

Yep, have just emailed moneysupermarket. Will let you know how i get on. BT have just given me the runaround, and it's now gone beyond a joke. Why does BT employ staff who deliberately seem to ignore complaints?

graham_hambly

Pleased to report that after 4 months and at least a dozen communications with BT which failed to sort the problem, thanks to the intervention of Moneysupermarket (who promised the vouchers in the first place of course), BT have finally sent the vouchers with a very vague letter of apology. So a result.

welshmike_2

PaulineDennyMorley wrote: »

I also have had problems with Moneysupermarket/BT/Love2shop Jan offer. I have given up on BT and have now contacted moneysupermarket - I have been emailing a lovely lady there and she has passed my issues with BT to MSM complaints and they are going to investigate.
If anyone else in the same situation could also contact MSM with their complaint I am sure it would help - the more the merrier to build a strong case.#
Pauline

Have you received your vouchers now. If not I suggest you contact [FONT=Liberation Sans, sans-serif] Ombudsman Services: Communications by phone https://www.ombudsman-services.org/contact-us-communications.htm .
Also see my Message 74 in this forum https://community.bt.com/t5/Bills-Packages/Love2Shop-Voucher/td-p/1600551/page/8
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