New sign up to BT - really disappointed at cashback hassle

robberbutton

I signed up after getting the MSE email on May 11th for the BT deal ending on May 12th, including £125 MasterCard and £30 cashback. Our service went live on 27 May, and I submitted the claim form (after contacting BT customer services for the VOL number which was nowhere on my paperwork).

As it had been 30 days, I decided to contact them today to chase the claim. I spoke to someone via the online chat, but they could not help me at all. First of all they said it had been mis-sold. Then they told me to try the reward card form - it said I was not eligible. Then they told me to submit the cashback claim form again - but it said that since the VOL number had already been used, I could not do that either.

The computer most definitely says no.

She is passing my query on to a higher level of customer service, which will take 7 days, and then they will contact me again after 7 days, which is quite vague. We are happy with our broadband/TV service (go Wales!), but it's just such a shame that the cashback deal is proving such a headache, and, to be honest, a worry - I don't want to be down £155. Especially as we paid the line rental upfront.

I will keep this thread updated, just in case anyone else is having problems (I hope not).

Billy_Boy

robberbutton wrote: »

I signed up after getting the MSE email on May 11th for the BT deal ending on May 12th, including £125 MasterCard and £30 cashback..

I suggest you have a look at the BT Community Forums as your problem is very, very common. The BT reps on the Forum are quite helpful.

https://community.bt.com/t5/Bills-Packages/bd-p/Billqueries

Best of luck with your claim

robberbutton

Great link! Thank you so much, will definitely be following it up there.

robberbutton

I received the following email from BT today:

"Sorry you’ve not received your gift card as yet.

I have manually raised your claim to dispatch to avoid further delay. This will be processed, sent for delivery and should arrive with you within the next 15 days minus any unforeseen issues. Thank You for your patience

Best wishes,

BT.com Vouchers Team"

This is positive, but unfortunately the subject of the email was "Sainsburys Gift Card", and what we actually signed up for was £125 MasterCard and £30 cashback. Have emailed them back to clarify.

Billy_Boy

robberbutton wrote: »

I received the following email from BT today:

"Sorry you’ve not received your gift card as yet.

.

Don't get too excited yet. I received these emails a few times without the vouchers appearing. It was only when I got the forum reps involved that someone took "ownership" of the problem and eventually got things sorted.

martm10

Hi, I am having a similar problem with bt. Can you post a link to the cash back claim form please and also, where did you find the activation code for your MasterCard - it says it comes on the letter but I can't see it anywhere?

robberbutton

https://www.vouchers.bt.com/offer/cashback

Do you mean the VPN number (or whatever it is). I had to talk online with BT to get that - I couldn't find it anywhere either.

ic

I too had trouble getting a deal a year ago. I had to raise claims for the amazon voucher I was due, the mastercard, and Quidco cashback. I eventually got the amazon and mastercard - but the quidco got turned down (£210 )

martm10

Finally received the activation code and activated the pre paid card. Now just waiting for the £30 for going through MSE. any ideas how long? Lol

robberbutton

Just thought I'd update - we finally got the £30 cashback last month!

About once a month I'd get onto online chat with BT, and kept on being told different things. It would be applied as a credit to our bill. The vouchers team would be in touch. Etc etc. Finally the last person I talked to promised me a cheque in the post, and that actually arrived.

Took 7 months but we got there!