Unable to process your redemption request

[eleeyuht]

So I take it they're fixing this fraudulent "points" and "rewards" thing Nov 15 - 18th? I guess we'll see. I'll take any bet for any amount that it's not fixed. 

[AARPConsumerCare]

@eleeyuht I'm happy to help! No, this "Unable to process your redemption request" error is account specific and is not part of the planned maintenance. Are you experiencing this error message? If you are, we will need to look at your account and create an escalation for resolution if needed. Please send us a private message with your complete name and mailing address as well as your email address, so I can locate your account and check on it. You may need to enable your private messages, here is an article with steps to do that: https://aarp.info/47hWcl7  - Janelle M.

[LawrenceHockers]

same here…been happening for over a month.  Aarpwill not help me.  Contacted them constantly and still not fixed

[JosephC242735]

I wish you the best of luck.  I've been trying to get my account fixed since november.  They escalate it, agent sends email wanting me to contact them directly, never answers their phone, or replies to emails sent.  I'm on my third go around.  

[AARPConsumerCare]

@LawrenceHockers  I'm happy to help! I've sent you a private message where you can share your personal information, and allow me to check your account for you. Thank you.  Jodee R. 

[jmbwolves]

Hello, I am having this issue but do not find anywhere to set up private messages.  It started today. 

[AARPConsumerCare]

@jmbwolves  Thanks for reaching out, I'm happy to help! To learn how to enable private messages, go to: https://aarp.info/47hWcl7 Once you're set up, you can provide your email address, so I can locate your AARP Rewards. Thanks! Jodee R. 

[eleeyuht]

As I have already pointed out in this forum with a direct screenshot, there literally ISN'T any tab called "private messanger". This bot answer hasn't helped a single person in this entire "community". I will again paste the screenshot here below:

Also, WHY would I need to "activate" some "private messaging" feature??? Isn't that what My Inbox is for???🙄

[AARPConsumerCare]

@eleeyuht So sorry that you don't have the option in your settings. Please contact us using an alternate method, so we can look into your settings and also your redemption issue to escalate it if needed: https://aarp.info/3epCObA.  - Janelle M.

[RenateW69623]

I don't think the maintenance scheduled for Nov 15 - 18 has anything to do with the problems some people are having with the "Unable to process your redemption request" error.  The description of the maintenance sounds like they are changing the display of the web pages. I had this error and contacted customer service about it on 10/30. Then on Thursday 11/7 I got an email that 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 I got that on Thursday, I logged on and was able to play the Instant Wins and Sweepstakes, but then on Friday I got the error again, so now I'm back to not being able to redeem anything.

[AARPConsumerCare]

@RenateW69623 I'm so sorry for the frustration this has caused. Let's look into it and see why you're not able to redeem anything again. Please send us a private message with your full name, mailing address and email address, so we can locate your account. You may need to enable your private messages, here is an article with steps to do that: https://aarp.info/47hWcl7  - Janelle M.

[r767831w]

Why do you keep telling people to private message you when NOTHING IS DONE in regard to the messages??!  Do you have any idea how much more frustrating that makes this entire fiasco.  I haven't been able to redeem for over TWO WEEKS now.  I have called and messaged and all I've been told is that it is being escalated.  If you cared even the tiniest bit about the members, it wouldn't take literally weeks to work out tech glitches.

[LisaC921113]

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.

[rc5185366]

 That's really frustrating. I had to contact them a number of times with private messages, phone, and email until my ability to redeem points was restored. I enjoy rewards and thought a large organization would be able to run this without all the tech problems. I hope you contact by phone, too, @LisaC921113. I think that's what clinched it for me.

[AARPConsumerCare]

LisaC921113 We understand the frustration in not being able to redeem points. We'd like the opportunity to review your Rewards account. Please send us a private message, so we can look into this right away. If you haven't yet enabled private messaging, you can learn how to do so here - https://aarp.info/47hWcl7 - Christy C. 

[LisaC921113]

My private messenging is enabled, but where is the spot to send a private message?

[AARPConsumerCare]

LisaC921113 I'm happy to help! If you click on @AARPConsumerCare (in blue at the top of this comment) you'll be taken to our profile, where you will find "Send Private Message" under "Quick Links" - Or, if you'd like, you can contact us by chat, phone, or text here - https://aarp.info/3epCObA - Christy C. 

[AARPConsumerCare]

@r767831w I'm so sorry for how frustrating this has been. We ask for a private message so we can get your address and membership details to locate your membership and escalate the issue or check on an existing escalation for you. Would you like me to check on your escalation? Please send me a private message with your complete mailing address, so I can locate your account and get to the bottom of it.  - Janelle M.

[Kateaz]

I have been receiving that message since Oct. 29 so I've missed several weeks of redeeming or playing the instant wins. I've complained in several ways and have been assured that they escalated my issue and it would take 3-5 business days - hah - not sure what their business days are but it's well past that. This is so frustrating and all I get is stock answers which I suspect are sent by AI, not a real human. I'm about ready to ditch the whole rewards aspect of my membership. Oh I also purchased two $50 gift cards and while my bank account was charged $90 instantly - I have yet to receive my gift cards - this is my biggest complaint right now.

[LisaC921113]

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.

[Kateaz]

Here's an update. Late yesterday I finally received notice that my gift cards are now available. I didn't get an actual response from the person who said he would look into it - despite leaving him a voice message yesterday - but I did get the emails with the codes to redeem.  Also, this morning when I tried my daily attempt at redeeming points for sweepstakes - SURPRISE - it actually worked. Again, no notice from AARP saying they had fixed the glitch. Now I want to know if they will give me a chance to enter the sweepstakes for all the days I missed because of their technical glitch.

[AARPConsumerCare]

@Kateaz That's wonderful news! I'm glad everything was restored for you. I'm terribly sorry, but we are unable to add entries for previous days that were missed.  - Janelle M.

[Kateaz]

Guess what???  I started getting the same message yesterday.  I was on a chat with Jean who said to clear cookies, cache and restart.  I've done that several times and am still getting the message today. Yesterday I couldn't even EARN points much less redeem them.  Today I could earn but still can't redeem.  Why is it so hard to maintain this site?????

[Kateaz]

This is just a crazy situation. I was also accused of cheating the system and told to follow the rules.  My account was reactivated so I could redeem points - for about 3 days - then I got the "unable to redeem" message again.  I have been shut out since Jan. 17.  "Jodee" keeps telling me she understands my frustration and that my case has been escalated and I'll hear from someone in 5-10 business days.  I guess they only work 1 day a week since far more than 5-10 business days have elapsed by now.  At least I'm still able to earn points but every day that I can't enter sweepstakes on instant wins or take advantage of discounted pricing, my anger escalates.  I just don't understand why they have so many glitches in this system.

[rc5185366]

Hi, @Kateaz. Are you going to call? I find it helps move things along when I speak with someone. I also like that the calls are recorded and I was told anything I wanted to share with the supervisor will be heard when they listen to our phone call. It made me feel better to be able to address my frustrations. Good luck.  

[Kateaz]

thanks for the suggestion to call. I haven't looked for a phone number but will try that today. 

[rc5185366]

I was hoping everybody was able to redeem again. I had that problem for awhile and had to pm, email, and call until I regained the ability to redeem. Don't be afraid to be the squeaky wheel because hopefully you'll eventually find someone who can help you. I really do know how you feel...it was so frustrating and lasted about a month for me. 

[jserramcorder]

my account was deactivated, said I was warned to "follow the rules".  When I asked what rules am I not following dead silence except follow the rules.  Tried several times to get account active, no luck.  That was November.  My account was "escalated" so many times yet no one can tell me how I supposedly cheated or frauded the system.  Just follow the rules.  I went over the rules one by one with someone supposedly in this CARE team, each and every rule I was told follow the rules.  Said even if a cop stops you for a traffic infraction they do not say you were not following the rules, they will tell you what you did wrong.  But AARP is above the law.

[rc5185366]

Oh, I know how upset you are. I was told the same thing. I called and asked to speak to a supervisor. I was told it would be escalated but no one called back. I get on the computer, do quizzes, watch videos and redeem points. What on earth are they accusing me of? I was told the phone call was being recorded and what I was saying would be heard so I spoke directly to them. I don't mind technical issues, but don't blame them on me not being a reputable person. That's no way to treat members. I hope you get this resolved. 

[AARPConsumerCare]

@Kateaz  I understand your frustration. I've sent you a private message. Thank you.  Jodee R.