Unable to redeem points

[Wheresthebeef]

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?  

[Wheresthebeef]

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. 

[Wheresthebeef]

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. 

[Winter2025VA]

[10/28/25] AARP Brandon @AARPConsumerCare is totally AWESOME!!! Fingers crossed @Wheresthebeef for you dear friend. Take care, Nicole!

➡️[*** 

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@Wheresthebeef wrote:

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. 

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[Winter2025VA]

[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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[Wheresthebeef]

Thank you for the suggestion.

Alas, when I tried to send the PM I keep receiving this error message 

Correct the highlighted errors and try again.

• Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and send the message when you are satisfied.

There is no HTML in the response, only text. 

[GailL1]

IF you get that HTML error message, go up to the editor icons and hit the sign that looks like a roman numerical “I” that has a small x beside it.  Then resubmit - usually that HTNL error message only comes up if you are using a link or have used copy/paste.

By hitting that roman numeral one with the little x beside it and then hitting reply again, it usually takes the post - been doing this forever and a day.  The quirkiness of this board

                                                    ⬇️  This one

[Wheresthebeef]

Miracle of all miracles, for whatever reason, it worked today.  Must have had the weekend off.  🙂   Thank you. 

[AARPConsumerCare]

I'm glad you were able to get the private message sent, @Wheresthebeef. We will help you look into your AARP Rewards account as soon as possible. Thanks for being part of AARP Rewards. - Brandon C.

[Wheresthebeef]

Thank you for the prompt response. 

[Wheresthebeef]

Thank you for the suggestion.  Unfortunately that did not work.  After several tries, I got this message.  

"You have reached the limit for number of private messages that you can send for now. Please try again later."

Funny thing is that all of the attempts gave me the HTML error message.  

[Winter2025VA]

[10/20/25]

Goodness @Wheresthebeef , I had hoped they had fixed this glitch.

AARP @AARPConsumerCare , this member needs your help. What is the best way to connect with you guys TODAY October 20th?

Thanks,

Nicole!

➡️[*** 

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@Wheresthebeef wrote:

Thank you for the suggestion.

Alas, when I tried to send the PM I keep receiving this error message 

Correct the highlighted errors and try again.

• Your post has been changed because invalid HTML was found in the message body. The invalid HTML has been removed. Please review the message and send the message when you are satisfied.

There is no HTML in the response, only text. 

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