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.

[TomS704194]

@AARPJanelleMI was wondering if you have any update on this.

For more than a month now, I have not been able to redeem points for anything (Gift Cards or Instant Wins or Sweepstakes), I get the same error every single time. Would appreciate your team looking into this.

Thanks!

[AARPJanelleM]

@TomS704194 Hi Tom, thanks for letting me know you did not hear back on your escalation. I flagged this to our next level of support and you can expect to hear something within the next 3-5 business days. I'm terribly sorry for any frustration this has caused, please let me know if you do not hear anything within 5 business days. 

[PaulineC593962]

Same issue with me...been waiting and waiting for help.

[AARPJanelleM]

@PaulineC593962 Hey Pauline, your escalation was created on Oct 12. It can take up to 5 business days to hear back from our escalations team. Please let me know if you don't receive a resolution by close of business tomorrow. I'm here to help!

[SutC629196]

It's the 19th and I have heard nothing. Please help.

[AARPJanelleM]

@SutC629196 Thank you for letting me know that you have not heard back regarding your escalation. I have sent this to the next level of support and you can expect to receive a response within 3-5 days. I'm terribly sorry for the frustration this has caused, our team is working to get your account back up and running. 

[SutC629196]

It's the 26 the now....can I have an update???? And please don't make me wait yet another 5 days for a response.

[AARPJanelleM]

@SutC629196 I've inquired about the status of your case. I will let you know as soon as I find out. Please, also be sure to keep an eye out for an email reply from our escalations team.

[AdaP378517]

I am getting the same error message when trying to redeem any of my reward points. It also started when requested the Baby Depot gift card. I have called numerous times. Please look into this matter and get back to me. Thanks. 

[AARPJanelleM]

@AdaP378517 I'm terribly sorry to hear that you're experiencing this error, too. I reviewed your account and I see our escalations team is in direct contact with you to resolve this. On 11/2 our team member gave you their direct number and followed up with an engineer for an update. Have you had an opportunity to call that direct # for a status update since then? Let me know if there's anything I can do, I'm here to help. 

[AdaP378517]

Thanks for getting back to me. I was able to contact the team member who has contacted the engineering department. There has been no solution and it continues to be an unresolved issue. Please try to resolve this problem with whatever means are available. It has been 2 months and it should have been resolved. 

[AARPJanelleM]

@AdaP378517 I'm glad you were able to speak with our team. We are working to get this resolved, you can expect a call as soon as we have more information. 

[SutC629196]

I haven’t received any communications. I would also like an engineer to work on my account. I’ve been posting about this issue since September.

[AARPJanelleM]

@SutC629196 I reviewed your escalation and I see you have been communicating with a member of our team via email. Lauren is handling your escalation and she is working directly with the Rewards team for a resolution. She will email you with an update as soon as she has one, feel free to check back with her.

[AdaP378517]

Thanks for responding to my inquiry. I have been unable to reach the team member as of yet. Since I have not been able to use my rewards for the past 2 months can I receive a temporary account until the problem is resolved. Also do you know if anyone had the problem fixed with a similar issue. Can you please contact me with my email so this can finally be settled. Thanks

[AARPJanelleM]

@AdaP378517 You're welcome! Please contact our escalations team directly at the phone # provided on 11/2. They are working with the engineers to resolve your account issue and will be able to provide you with more information. 

[AARPJanelleM]

@TomS704194 I was able to look into this and I see that we are having a technical issue with your Rewards account. I have escalated this to a specialist who can help you further. Please allow up to 3-5 business days for a response via email. I'm always here to help, please let me know if you need anything further!

[WilliamB403604]

I am having this exact issue! I've called, chatted, and emailed with AARP. My case has been escalated, and I have no resolution. It's been weeks. I always get the error "unable to complete redemption request." The rewards are why I signed up for AARP. Please fix my account.

[MarcS494910]

Why not just take it offline until it's fixed once and for all? 

[AARPConsumerCare]

@MarcS494910 I am sorry to hear you are having trouble redeeming your points. There are no current issues with that function on our site. I would like to invite you to reach us via Help Chat at https://help.aarp.org?cmp=SNO-LITHIUM---&socialid=15131959363, or by phone at 866-451-6305. A member of our team will be happy to troubleshoot any issues you are having - Caleb G. 

[MarcS494910]

I already did that a couple months ago. 

[MarcS494910]

I owe a follow up message because I have been so publicly frustrated. I just succeeded in entering a sweepstakes! But this does not necessarily mean that the problem has been resolved universally. 

[AARPConsumerCare]

@WilliamB403604 I'm sorry to hear this! Let's follow up on your escalation. Please send us a private message with your complete name and mailing address, so we can locate your account.  - Janelle M.