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.

[MarcS494910]

Calls with promises but no resolution. 

[AdaP378517]

No, I spoke to several people from the AARP rewards program but the problem still exists. They are sending the information to the engineering department. The problem started in September and I would really like it to be resolved. 

[jserramcorder]

September?  I guess mine on October 30 is a new thing!  And of course they keep giving me the 5 day window which now has doubled with no change.  Suggested I was not following the rules but gave others this same reply so they have a lot of canned answers but no fix. Asked them for specifics on rules but no answer BECAUSE IT ISNT THE PROBLEM.

[r767831w]

Yes, I am so sick of this endless round of escalations leading nowhere.  If this isn't resolved soon, I'm going to start filing complaints with government agencies and other consumer protection services.  This is fraud, pure and simple.

[SomeSwimmer]

Same here but I don’t know what rule I broke.  I  got an email saying the case is closed.  I asked what rule I broke but got the same email again saying the case is closed.   So, as I understand it, we are permanently banned.  I have removed the automatic renewal from my account as well as deleted the apps from my phone and tablet because, apparently, my case is closed and there is no recourse.  

[jserramcorder]

I spoke with rewards again yesterday since the phone number the new rep provided is not working.  I got the rewards rep to confirm I was not breaking any rules yet my account will not let me redeem, just earn.  Scary if they won’t communicate with members.  Since they switched reps on me my five days starts over, plus even if all they do is acknowledge that they are working on your case, it seems each time they reply but not necessarily resolve, the 5 days starts over.  I think I am on my 3rd or 4th cycle…

[SomeSwimmer]

I decided to check this morning and I am now able to redeem my rewards!  I knew I didn’t break any rules and could not understand.  Hopefully, yours will be working today, too.

[SomeSwimmer]

Please let us know if you get it worked out.  I did not cheat and wouldn’t even know how to cheat on redeeming my rewards.  I resent very much the email that I got from them.

[cdcarrgo]

Not so. Still getting the same response!!

[AARPConsumerCare]

@cdcarrgo   I'm sorry to hear that! Please send a private message with your email address, so we can look into it. Thanks!  Jodee R.  

[AARPJanelleM]

@TomS704194 The AARP Rewards site has been experiencing ongoing intermittent issues and our designated team is working to get them resolved as soon as possible. I sincerely apologize for any inconvenience this has caused, please try again later. 

[MarcS494910]

This was two years ago. Pardon me for being skeptical that management really cares. 

[TomS704194]

@AARPJanelleM 

It has been more than 2 months since this issue started impacting several of us. To this date, there has been no resolution. You mentioned that you escalated this to a designated team, but no one has reached out to me (or several others who've had this issue). More importantly, NO ONE has received a resolution.

In the mean time, we are all losing out on redeeming our points. What more, since you have a one year expiration policy for earned points, we will start losing the points without being able to redeem them.This is just not acceptable.

Since the issue started happening after the Baby Depot redemption, your technical team has a starting point or a clue as to how to debug the issue, It cannot be taking them this long to come up a solution.

I hope you address this as a priority and provide a solution to ALL OF US. Thanks!

[BillD916633]

@TomS704194 

hi tom

all of this happened after you redeemed the “Baby Depot” gift card, Right ? Sounds like malware attached to that gift card. 
just saying

[SutC629196]

@AARPJanelleM

This should be enough for the engineers to work on.

[OliverJ677799]

Add me to the list of people having problems redeeming anything. I keep getting the dreaded "Unable to process your redemption request" every single time. It has been 6 weeks already. Can your team not find a solution for this? Thank you.

[AARPJanelleM]

@OliverJ677799 Thank you for providing that info. There appears to be a technical issue with your account. I will need to escalate your issue to a specialist who can help you further. Please allow up to 3-5 business days for a response via email. Please let me know if there's anything further I can do!

[jserramcorder]

It’s always our account that is the problem yet too many members are reporting this and when will it be fixed?

[SomeSwimmer]

They said the exact words to me. 

[BrandonB608299]

Same issue. Tried everything like clearing cache, cookies, using a different computer etc, Nothing worked. This seems to be more of a server side issue. 

For me this issue started after I redeemed the Baby Depot gift card on Sep 7th.  Normally, I receive the gift cards by email with a few minutes. This particular one took several days, which seems to indicate that something went wrong at your end. In addition, I have not been able to use my points to redeem anything since that day. 

[AiyanaA89398]

same here....exactly after baby depot redemption....it's been messed up ever since

[MarcS494910]

Me too. Please resolve! 

[MarcS494910]

Its been 8 weeks. AARP called me and assured me that this was being escalated. Sure! The probelm still exists. Their information systems are IMPOSSIBLE! 

[AARPConsumerCare]

I am sorry to hear you are having trouble redeeming your points. I would like to invite you to reach us via Help Chat so a member of our team can troubleshoot and assist you with this issue further. You can reach us at this link: https://help.aarp.org?cmp=SNO-LITHIUM---&socialid=14555726488. If you would prefer, you can reach us by phone at 1-888-687-2277 - Caleb G. 

[SomeSwimmer]

I reached out with the help chat and still have the transcript.  Still no resolution..

[jserramcorder]

same old canned answers.  I just had a very long chat that got nowhere, saying the canned letter I got last week came within the five days.  I guess now they start the clock again for another 5 days...

[AARPConsumerCare]

@SomeSwimmer I'm so sorry that you have not received the help you were seeking. Please send us a private message with your full name, mailing address and email address, so we can locate your account and escalate if needed. You may need to enable your private messages, here is an article with steps to do that: https://aarp.info/47hWcl7  - Janelle M.

[SomeSwimmer]

I did that on November 1 and was told that they would escalate.  If so many people are having this issue why has it not been fixed?  I tried to redeem an e-card to send to a Veteran yesterday and I can’t even do that.  

[AARPConsumerCare]

@SomeSwimmer I understand what you're saying. It takes up to 3-5 days to hear back from our team handling your escalation. We are working hard to fix the issues as they are reported by our members. Since the timeframe has passed, and you have not heard back from our team, we should follow up on the status of your escalation. I sent you a private message, so I can get the details needed, I look forward to speaking with you!  - Janelle M.

[AARPJanelleM]

@BrandonB608299 Got it. Thanks for that info. I was able to escalate this to our team for further assistance. You can expect to hear back within 3-5 business days.