Community Champion ⭐

Fixed, "Unable to process your redemption request" -- Update: next day, getting error again

Forum|Forum|1 year ago
November 8, 2024
31 replies
12922 views

For everyone who has this problem, I just wanted to let you know that I finally got it fixed on my account today. Contacted customer service about this on October 30, so it took a little over a week to fix. Not sure what caused this, but the email I got today just said "Our technical team has completed their review. You access was restored and should now be able to redeem points if the Rewards program guidelines are followed.". After receiving this email, I logged into my account and was able to do Instant Wins and Sweepstakes. I've already missed a week of entering sweepstakes, so almost zero chance I will win, but wanted to see if it worked and it did. Haven't tried to redeem a gift card (there are still 2 extra credit ones left, but don't want to waste a redemption on those).

I was kind of hoping they might just do something in the system to fix it for everyone who has this problem, but it looks like they can't (or won't) do that. It seems like something got screwed up in our accounts, and everyone who has this problem will need to contact customer service to get their accounts fixed.

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r767831w

Conversationalist ⭐⭐

Thanks for the update Renata! I still can't redeem. As you said, it's ridiculous that they're dealing with this one account at a time rather than fixing the problem globally. And I agree -- not that so many days have passed without being able to enter sweepstakes, our odds of winning are greatly diminished.

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SeanK1

Contributor ⭐⭐

So instead of fixing the issue, they decided to disable my account saying I broke the Terms of Service. I guess having over 1.7 million points and doing quizes, points everyday, saving over $3300 and being a 5 year old member means nothing to them. I can't get a hold of the person I was told was the point of contact and normal customer service can't do anything. I also have $300 worth of gift cards that I bought that they are saying they are voiding too.

Complete mess when they can't get a working program on a daily base.

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RenateW69623Author

Community Champion ⭐

Wow, that sucks. Did they said what Terms of Service they think you broke? I was wondering about the wording in the email I got, which said "if the Rewards program guidelines are followed" which made it sound like I wasn't following the guidelines, but I have no idea what that might have come from.

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SeanK1

Contributor ⭐⭐

"Upon reviewing this matter, we ask that you review the guidelines for the AARP Rewards program. Per our terms and conditions, points that have been obtained fraudulently or through gaming techniques is a violation of the program. As a reminder, not following the guidelines will result in issues using the program. Note the section on the rules for completing earn activates."

No idea why they said this "fraudulently or through gaming techniques" I've done no such thing. But this email also makes me think it's a warning, but if it is then why am I no longer able to do anything?

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RenateW69623Author

Community Champion ⭐

Well, I spoke too soon. This was fixed yesterday, but just tried to do Instant Wins today and the error message is back. Really would be nice to know why this is happening.

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LisaC921113

Contributor ⭐

I haven't been able to redeem points for anything since 12/5/2024. I think we should all get refunds for the time we have not been able to redeem. It was escalated and they said they would get back to me in 5-10 days and I haven't heard from them.

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SeanK1

Contributor ⭐⭐

My account got locked again right after this maintance they had. Funny is I haven't done any points activies (videos or quiz) since the begining of the month for the extra credit and only done instant wins, so let's see if they claim I've done fraud again.

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