BT have stiffed me on my signup rewards - anybody gone to arbitration?

Fleeb

I signed up to a BT Broadband deal advertised on MSE and took out a mobile contract with them at the same time. My rewards were supposed to be:

£100 prepaid mastercard
£30 cheque
£40 Amazon voucher (for mobile contract signup)

Of those I only received the £100 mastercard. Despite multiple online chats and phone calls to chase the other rewards they haven't arrived. Eventually I sent a complaint letter in early June (via RM signed for delivery) to which I haven't received a response.

I'm going to try to get in touch via their community forum but, given BT have completely ignored an official complaint letter, I'm not hopeful.

As problems obtaining rewards seem to be very common I thought I'd ask; has anybody here has any luck with using the Ombudsman Service to force BT to comply with their obligations in regards to these offers?

[Deleted User]

Resend the letter, but don't use a signed for service. In big companies, it usually means that your letter doesn't get to the right place, but ends up buried on someone's desk or in the bin.

Fleeb

I don't think I'm going to do that. If they are binning letters because they have some sort of delivery confirmation then they can explain that to the ombudsman when they defend the claim. I don't see how that is defensible behaviour, particularly for letters sent directly to a complaints department.

[Deleted User]

That's your perogative. All I'm saying that post to departments in large companies get delivered in huge sacks and processed that way.

A signed for letter has to be taken out of the system and follow a different route, while they find someone to sign for it and then hope it finds it's way back to the right department. If they haven't replied it, it will be because they haven't received it.

I'm not suggesting it's their defined policy - it's just a reality of large organisation.