Pre-paid award Mastercard £200 not received

[Denis3]

Hello,

I purchased eligible for the award smartphone (Pixel 7a) and Airtime 60Bg £30 plan back in mid-Feb 2024. I successfully claimed pre-paid £200 Mastercard the next day. It was supposed to arrive by the 13th of April. Unfortunately, the card never arrived. Support team created a request and keeps telling me "we are working on it" for more than 2 weeks now. Meanwhile my Airtime plan which I otherwise do not need keeps eating my money.

Has anyone received those pre-paid Mastercards at all as it starts looking like a scam to me?

Will I still be eligible for the award if I cancel Airtime plan now? From one side, I had it for more than 2 months as T&C require. From another, the card wasn't issued yet.

And lastly, how do I complain about this situation? O2 claims support team said that they have no ETA for the issue resolution. So they effectively can spend years "working on my request"...

Thanks!

[madasaf1sh]

@Denis3 

Definetely not fraud I got mine at the beginning of April. 

If you paid off your device plan in full then you are no longer eligible as your device plan must remain active as well as your airtime, and technically your device plan forms part of your contract.. and you paid it off aka cancelled it.. 

o2 claims are part of PureCard who manage the promotion on behalf of o2. 

[Denis3]

@madasaf1sh ,

I'm happy for you. But for me it is a loss of £200 + an expensive AirTime plan which I can't cancel until I either receive a card or completely lose any hope.

Both O2 and PureCard recognize that I should have received the prepaid card back in mid-April. I submitted the complain to O2 now. Let's see how this progresses.

Interestingly enough, O2 claim website (https://o2claim.co.uk/) is not reachable anymore.

[Oxonian]

Good luck with your complaint @Denis3 and please let us know the outcome. 👍

[Denis3]

 My problem was resolved with @Dave-O2 's help! The card arrived today!

[Oxonian]

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@Denis3 wrote:

 My problem was resolved with @Dave-O2 's help! The card arrived today!

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I am pleased that you got finality @Denis3 ! 👍

[Cleoriff]

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@Denis3 wrote:

 My problem was resolved with @Dave-O2 's help! The card arrived today!

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Excellent news @Denis3 👍