topic Re: Unable to process your redemption request continued..... in Redemption

Unable to process your redemption request continued.....

SatinM165610 — Wed, 20 Nov 2024 00:13:08 GMT

Well, I had high hopes that the last maintenance window would rectify my issue, but sadly I still have the same issue since the last week of October. No one has reached out to me to fix this issue. Why is this? Why is there not more urgency to get this fixed? Why can't this be addressed so that all people that are impacted by this can be resolved????

Re: Unable to process your redemption request continued.....

MemberS2006 — Thu, 21 Nov 2024 20:03:34 GMT

Re: Unable to process your redemption request continued.....

VanessaH806096 — Wed, 20 Nov 2024 01:10:09 GMT

I continue to get the same error! This is so frustrating!! Not fair at all!

Re: Unable to process your redemption request continued.....

rc5185366 — Wed, 20 Nov 2024 02:26:03 GMT

I agree. What I find frustrating is the approach that it's an individual problem and not site-wide. My email was taken so it could be escalated but it still doesn't work. I know it wasn't my issue alone, so what was the point of taking email addresses and escalating them. I never heard from an escalation team, did anyone out there? I just wish someone would have addressed this directly. Admitted the site is down and asked us to be patient. Maybe gave all of us some extra points to make up for those we couldn't earn. Instead we're getting the run around like we're a little kid and someone is trying to keep us distracted from the carnival across the street.

Re: Unable to process your redemption request continued.....

clbutorac — Wed, 20 Nov 2024 02:56:31 GMT

Same here. Same error. I'm assuming they are working on our problem, and this weekend update probably took precedence over our problem, but I don't understand why they can't at least give us an update on progress/non-progress of this problem! I don't usually complain about small glitches, but it's been a month now! Come on, AARP! Give us an update!

Re: Unable to process your redemption request continued.....

EstB397359 — Wed, 20 Nov 2024 03:01:18 GMT

They reached out to me and gave me the name of the person who is fixing my issue. I got an email stating it was fixed. IT IS NOT FIXED and I still can't redeem.

Re: Unable to process your redemption request continued.....

GlennG185163 — Wed, 20 Nov 2024 04:00:29 GMT

Same me .. I think fix redeem .. but almost don't see fix

Re: Unable to process your redemption request continued.....

RenateW69623 — Wed, 20 Nov 2024 04:30:12 GMT

Unfortunately, this message seems to be an indication that there is suspected fraudulent activity on your account. I'm not sure if this is true for everyone who is getting this error, but based on comments from other chats relating to this, that is what people who have gotten responses have been told. This includes me. I got the "unable to process your redemption" message at the end of October, and after about a week, got an email that it was fixed, but be sure to follow the terms and conditions of the program. It was fixed, but just for one day. When I sent an email saying I was getting the message again, I got a response saying they would look at it again. Then got another email right before the maintenance started, saying my account was restored again, but "points obtained fraudulently or through gaming techniques is a violation of the program". I wasn't able to check my account before the maintenance began, so I'm not sure if it is actually working. But I did ask why they said that about "points obtained fraudulently", since I only earn points by watching videos and taking quizzes. The response was "please take a moment to review AARP Rewards terms and conditions:
https://www.aarp.org/about-aarp/rewards-terms-and-conditions/playbook/. Please note specifically section F - Rewards Points: Value, Expiration, & Forfeiture.". I did that and didn't see anything that said what would indicate fraud. When I asked for the exact reason my account was getting the "unable to process your redemption" message, the response was "Upon our review, we found activity on the account that shows to be in violations with the rules of the program. For security reasons, we can only provide the information given and advise that you take some time to thoroughly review the guidelines and compare these rules with how the program is interacted with through the account. Per my last email, please see any sections of note detailed for importance." I hope if there is anyone who was getting the "unable to process" message and actually got it fixed, or got some specific information about the cause, that they will post that information on the community chat.

Re: Unable to process your redemption request continued.....

MemberS2006 — Thu, 21 Nov 2024 20:04:17 GMT

Re: Unable to process your redemption request continued.....

rc5185366 — Wed, 20 Nov 2024 05:41:57 GMT

I was googling "unable to process your redemption request" and discovered this thread from 2022 and 2023 and new additions from 2024. I thought if was a coincidence that it was also this time of year. Anyway, if anyone is interested, here's the link:

https://community.aarp.org/t5/Redemption/Error-quot-Unable-to-process-your-redemption-request-quot/td-p/2464733

Re: Unable to process your redemption request continued.....

MemberS2006 — Thu, 21 Nov 2024 20:04:50 GMT

Re: Unable to process your redemption request continued.....

AristotleOfGreece — Wed, 20 Nov 2024 08:12:57 GMT

Still does not work. What is the point of paying for a membership???

Re: Unable to process your redemption request continued.....

r767831w — Wed, 20 Nov 2024 11:47:31 GMT

@RenateW69623 That is so frustrating and offensive! So far, my account is just in an endless round of escalation ("You'll hear from us in 3 to 5 business days" followed by no response followed by me having to contact them again followed by "You'll hear from us . . ." Rinse and repeat. If and when they accuse me of cheating, and then refuse to tell me HOW I cheated, there's going to be a big problem, like I'm going to start reporting them to various agencies for defrauding us.

Re: Unable to process your redemption request continued.....

robin24 — Wed, 20 Nov 2024 11:49:27 GMT

I was accused of fraud as well, I have had this account for years. I have never committed any fraud. Yesterday I was able to play the instant win games, won 2 of the $10 gift cards and never received them. So tired of it all.

Re: Unable to process your redemption request continued.....

r767831w — Wed, 20 Nov 2024 12:17:07 GMT

But isn't it possible that that JavaScript was deliberately applied only to certain accounts? The more I read here, the more I believe that this is "fraud detection" run amok. I think that something in our accounts (for instance, I max out my points every day by watching videos and doing quizzes, and therefore I have a huge number of points) triggered something in their system, and now they are unwilling or unable to fix it.

Re: Unable to process your redemption request continued.....

clbutorac — Wed, 20 Nov 2024 16:06:42 GMT

So, this morning my husband got the email with the warning to follow rules (not sure what we were doing wrong), and the following message - "As there is no further information to provide, we now consider this matter closed and your access has been restored."

I did not receive an email, but my access has also been restored. We are both able to redeem for rewards (sweepstakes, instant wins, and gift cards).

I was a member for several years before I realized that we could even get these rewards, and only in the past year or so, realized that my husband could have his own account. So, I was perfectly happy paying $12 or so each year just for the website, discounts, and magazine/bulletins. So, I find it hard to get "angry" when there are problems, since between my husband and me, we almost always get at least $15 each in gift cards each month. Yes, we have to earn points, and it is time consuming, but not a lot of effort.

My problem this time is that the way I understand the email received this morning, they knew how to fix this problem all along, and just didn't choose to share this. Were they trying to teach us a lesson? I don't know. I do know that we share computers/devices for earning, and are often earning at the same time. Is this the problem? Again, I don't know. But, I guess I will cross my fingers that we can still do our instant wins tomorrow! Good luck to the rest of you, and please share if your access has been restored.

Re: Unable to process your redemption request continued.....

r767831w — Wed, 20 Nov 2024 16:16:40 GMT

Wow, you're lucky! I was just on the phone with them again this morning (for the FOURTH TIME!!!), spent another half hour, and ended up with nothing more than the usual "we're aware and we're fixing it." The way they have handled this debacle is completely unacceptable -- not fixing it, lying about when we're going to hear back from them, just generally wasting our time.

Re: Unable to process your redemption request continued.....

rc5185366 — Wed, 20 Nov 2024 19:25:04 GMT

Hi, r76 7631w. We've wondered the same thing. We also max out every day with videos and quizzes. I'm sitting with over 2 million points I haven't been able to use since October when I stopped being able to redeem. I know there are so many eyes reading this and very few responses. It makes me wonder if there is a group still able to perform all activities and the few of us responding are the ones who have been chosen for the disabling JavaScript. AARP is a mighty org with lots of employees. They chose to offer rewards and yet they are not concerned that for a month now there's a group who can't enjoy the offering? Why isn't someone fixing this? If AARP can't handle a rewards program what else is failing within their organization?

Re: Unable to process your redemption request continued.....

AARPConsumerCare — Wed, 20 Nov 2024 20:26:31 GMT

Hello @EstB397359, I'm deeply sorry to hear you are still having problems. Let me check into that for you. When you get a moment, please send me a direct message with your email address, so I can locate your account. Here is an article that will show you how to activate private messages: https://aarp.info/47hWcl7. Thank you. - Daniela R.

Re: Unable to process your redemption request continued.....

AARPConsumerCare — Wed, 20 Nov 2024 20:50:31 GMT

@SatinM165610 I'm sorry to hear that you're experiencing this redemption error! The site maintenance was to add new enhancements to the AARP website. Unfortunately, the error you are receiving is account related, and we must look into it for you. Please send me a private message with your full name, mailing address and email address, so I can follow up on your account. You may need to enable private messages first. I invite you to check out the steps here: https://aarp.info/47hWcl7 - Janelle M.