Error: "Unable to process your redemption request"

[TomS704194]

For almost two weeks now, I've been getting the "Unable to process your redemption request" error whenever I try to play an Instant Win game or redeem a reward with points.

Can you please look into it?

Thanks.

[SpringIsHereVA]

[Monday 5/26/25]

Anyone else NOT able to "redeem" points or am I SPECIAL?  🤔

For those who this was FIXED, how did you go about this? And HOW LONG before it was "fixed"?

I chatted with the AARP folks on Monday 5/19/25. Was told by a VERY NICE Sue that she would ESCALATE my "issue" & I should get an EMAIL from IT in the 10 biz days they always tell us. Use to be 4 to 5 biz days. She also took my number in case they decided to CALL instead of emailing.

Take care,

Nicole  😭

[robin24]

It took 2 months maybe to get it fixed? This was after them saying that it was "escalated" numerous times. You have to keep after them about it, a lot of times you're just getting a canned AI response.

[SpringIsHereVA]

[Tuesday 5/27/25]

Thanks Robin @robin24 for responding!!! Geez, I just hope I get to REDEEM in June.  😭

Take care,

Nicole  👵

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➡️[*** Robin wrote on Tuesday 5/27/25:

It took 2 months maybe to get it fixed? This was after them saying that it was "escalated" numerous times. You have to keep after them about it, a lot of times you're just getting a canned AI response. ***]

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[BtW751689]

GL they like to play hide and seek.  

[SpringIsHereVA]

@BtW751689 , have you ever had this issue?  🤔  Lol, I am OLD and may have missed YOUR post IF you did. Apologies IF I did. Take care, Nicole  👵

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➡️[*** @BtW751689 wrote on Monday 5/26/25:

GL they like to play hide and seek. ***]

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[BtW751689]

Read the posts, happens to huge number of members.  

[SpringIsHereVA]

Yes @BtW751689 , I saw the posts. Okay, so I am assuming from your response, it has not happened to you. That is a good thing. Take care, Nicole  👵

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➡️[*** @BtW751689 wrote on Tuesday 5/27/25:

Read the posts, happens to huge number of members. ***]

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[BtW751689]

I would prefer to pm this conversation but this site won’t allow me to do this

[SpringIsHereVA]

Yes @BtW751689 , I have noticed since last year 2024, alot of people cannot find their PM tab. Oh well, another day in paradise I guess. Take care, Nicole  👵

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➡️[*** @BtW751689 wrote on Tuesday 5/27/25:
I would prefer to pm this conversation but this site won’t allow me to do this. ***]

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[BtW751689]

I had it previously but it has since been "access denied".  Even aarp could not figure out how to help.  One of those escalation tickets several weeks ago.  I am not holding my breath.  

[AARPConsumerCare]

BtW751689 I understand you're getting an "Access Denied" error message. We'd like to check on this for you, as well as the status of the escalation. I tried to send you a private message to gather some info, but it doesn't appear you've enabled private messaging. Please visit this link - https://aarp.info/47hWcl7 - for instructions on enabling private messaging, then send us a private message, so we can work on this with you. If you prefer, you can also contact us via phone or chat here - https://aarp.info/3epCObA - Christy C.

[BtW751689]

Your links do not allow me to select private message.  I contacted you about this and the rep copiloted my page and saw the same issue I describe, an escalation ticket was created but no further action has transpired.  I am not able to call you without having my calls dropped, disconnected, unanswered, or a message saying call back so I have not pursued further phone contact due to the problems I encounter just trying to communicate with you.  I sent a list of all the quiz, video, and tools and calculations tabs that I had problems with in April.  It is now the end of May and my list is still growing with no further reply from AARP.

[anyoneis]

I have been having problems redeeming my rewards since January. I get "Unable to process your redemption request".

I have emails documenting chats on this problem on:
  January 14
  January 22
  January 31
  February 14
  March 7
  March 19

No solution found. After a month of Customer Care hell, I finally got an email from Magda in "Customer Care" [sic] saying, 

"We require some additional information. Please call me directly at (xxx) xxx-xxxx. I am available Monday - Friday from 8:30 am to 4:30 pm (PST).

She has never picked up the phone, and she has never responded to the messages I have left on direct line. I have also left messages on the Customer Care line without effect.

[SpringIsHereVA]

[Sunday 5/25/25]

@anyoneis  , are you NOW able to REDEEM?  🤔

I am going through the same thing. Folks who have gone through this told me it took WEEKS for them to "fix" it. On the other hand I have "read" on THIS SITE where folks from LAST YEAR 2024 are still NOT able to "redeem". I did CHAT on Monday 5/19/25 & told to wait the "usual" 10 biz days (IT will email me). 🙄

I hope they "fixed" this for you.

Take care,

Nicole 👵

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➡️[*** @anyoneis wrote 3/25/25:

I have been having problems redeeming my rewards since January. I get "Unable to process your redemption request".

I have emails documenting chats on this problem on:
  January 14
  January 22
  January 31
  February 14
  March 7
  March 19

No solution found. After a month of Customer Care hell, I finally got an email from Magda in "Customer Care" [sic] saying, 

"We require some additional information. Please call me directly at (xxx) xxx-xxxx. I am available Monday - Friday from 8:30 am to 4:30 pm (PST).

She has never picked up the phone, and she has never responded to the messages I have left on direct line. I have also left messages on the Customer Care line without effect. ***]

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[BtW751689]

If their bot has determined there was fraud or other unwarranted activity I think you are barking up the wrong tree.  They will not give you any kind of proof you did something wrong, just ban you from activities.  But they are happy to take your money and provide you no extra service.

[anyoneis]

Testing...1234... Is this thing on?!

[AARPConsumerCare]

Hi DavidWRogers. I'm sorry you haven't been able to reach them through the direct number. You can also reply to the email you received to request an update. You can send us a private message with your name and mailing address, and we can check for any updates for you. Visit https://aarp.info/47hWcl7 for directions on how to enable private messages. - Brandon C.

[anyoneis]

Brandon,
Another month - still no progress.

David

[AARPConsumerCare]

anyoneis I have sent you a private message with an update on the investigation. Thanks for your patience while we work on this. - Christy C. 

[d178081b]

Well I have been getting the same message for over 7 months?

Anyone know why? whats happening?

[jserramcorder]

I was locked out pushing 4 months and my rewards account was deactivated.  They will only tell you garbage that you didn’t follow the rules.  They will tell you that you cheated and  frauded but they won’t tell you any more.  And they bombard me all the time now wanting me to renew my membership that expires this month…

[StayceT712453]

AARP you need to fire your consume care department that are fraudulently blocking people for no. Reason. I’ve been posting and emailing and still my account is locked. Message you for what. You do nothing. Unlocked all these people’s accounts. It’s not right what you’re doing. 

[LisaC921113]

 I have been unable to process rewards since December 5 2024. The issue has been 'escalated' twice now and countless messages with the chat team. Always told someone will contact me in 5-10 business days and it has never happened. Then I receive an email telling me to call Magda at a phone number and I call countless times and leave messages and never receive a call back and that phone is never answered! Now Trevor is looking into it so lets see if something resolves now. I also want my account credited for the time I have been unable to use rewards!

[AARPConsumerCare]

I can understand your disappointment, LisaC921113. I'd like to take a look into your AARP Rewards account. When you get a moment, please send me a private message with your full name, mailing address, and the email associated to your AARP rewards account. Here is an article that will show you how to activate Private messages: https://aarp.info/47hWcl7. I look forward to hearing from you soon. - Daniela R. 

[AARPConsumerCare]

@StayceT712453  I am so sorry, and I understand that you're upset. Please access the link that was provided in your email. If you have additional questions, reply to that email and a specialist will respond to you. Unfortunately, I don't have any further information to provide regarding the matter. Please take care.  Jodee R. 

[BtW751689]

Jodee if your info for any member is important enough to share with all of us affected, why not just post the info so anyone affected can read it?  This secret spy business is not helping.

[r767831w]

It's not the consumer care people -- they're just toadies and apologists for the real culprits.  These months of blocking people for supposed fraud are either an IT Department run amok, or the order came down from above.

[BtW751689]

I don't think there is an above.  I have tried to ask for contact info for the above and I get the silent treatment.  So the above does not even know these problems exist.

[11320cs]

It is day 20 for me.  I am sick of seeing "Unable to process your redemption request."

When will I ever be able to use some points?  Yes, yes, I am frustrated.  I could really use some of the rewards.  I have been escalated, whatever that means.  I believe that I am in a queue and maybe one day they will get to me.  Or not.  I don't know.