2/25 Update - Unable to redeem points for 122 Days - Finally fixed

📎  [10/19/25]

@Wheresthebeef , you may want to try these two other options.

IF you have a TAB to send a Private Message (some of the NEW members for some reason DONOT), send @AARPConsumerCare one.

Or you can WAIT for them to SEE your post & hopefully RESPOND on this site.

Good Luck,

Nicole!

➡️[*** 

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@Wheresthebeef wrote:

On 9/29 I was unable to redeem points and used the chat function.  The customer service person was unable to resolve and stated that she would escalate the problem to tech support and I would receive a response within 10 business days. On 10/9 I received an email stating that access would be restored on 10/10.  I was still unable to access on 10/10.  On 10/13 I responded to the 10/9 email stating that access had not been restored and requested a follow-up.  I did not receive a response.  On 10/16 I again used the chat function and was told that I had to go through the person who sent the 10/9 email and did not respond to my follow-up request.

 

It is now 10/19 and I am still unable to redeem points. 

 

Is there any way to contact someone who can fix this problem?  

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10/28 UPDATE:

So, on 10/21 I sent a follow-up email to my follow-up email to the person who said that access would be restored on 10/10.  No response. 

On 10/23, I was able to connect with Brandon C. as noted above.  As fate would have it, I began having another unrelated problem that he promptly diagnosed (Thanks Brandon!).  As to the lack of redeeming points, he tried a few things that did not work, escalated it to the tech support team, and stated that they would respond within 10 business days.  

This is the third tech support escalation for this very same problem.  Hopefully they actually work on it this time. 

11/12 UPDATE

The saga continues - the 10 business days passed with no access and no communication.  Contacted Customer Care through PM and was told that a "specialist" would be getting back to me.  When?  They could not say.  Hopefully it is not the same "specialist" who told me access would be fixed on 10/10 and did not respond to follow-up inquiries when it was not.  

While the people I have communicated with have been pleasant and helpful, to a point, the lack of responsive communication and inability to resolve reflects piss poor customer service. 

11/21 UPDATE - Day 54 and counting

No communication (big surprise).  PM'd customer care.  Confirmed that the issue was "escalated" on 10/22 (I presume that was the third escalation or so I was told).  No information available.  Unable to identify the issue.  Unable to say when it will be resolved. "Someone" will contact you.... Any day now....Any day....  

12/26 - Finally contacted by email on 12/17 - asked if it was still a problem... Replied yes and volunteered to help resolve (I know a little about them computer things).  Waiting for a response.    

On 1/6 I received another email from consumer care telling me that access was fixed and that it may take up to 24 hours for me to be able to redeem points. 

As of 1/9 I am still not able to redeem points. 

Either there is a significant inability on the part of AARP to tell the truth or the tech staff is the most incompetent crew on the planet.  

Absolutely incredulous and showing an incredible level of lack of respect.

2/25/26

So, on 1/23 I was able to redeem points... for ONE day.  Then the same problem happened.  As fate would have it, I think they finally gave it to the one guy on staff who knows what he is doing and it was fixed on 1/29.  In total I was unable to redeem points for 122 days.  I really hope this does not happen to anyone else... EVER.