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.

[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. 

[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. 

[d178081b]

I have ya'll beat!

Mine has been happening to me for almost 8 months now!

[LisaC921113]

mine has been 'escalated' since january 3rd

[AARPConsumerCare]

@LisaC921113 I am sorry to hear you still haven't heard back from us. I would like to invite you to reach us via Help Chat at https://help.aarp.org?cmp=SNO-LITHIUM---&socialid=15849365582, or by phone at 1-888-687-2277. - Caleb G. 

[rc5185366]

Hello, Community Concierge. I'd appreciate if you could help me as well. I haven't been able to redeem for the past 2 or 3 days. Prior to this I couldn't redeem for more than two months at the end of last year.  Thank you.

[AARPConsumerCare]

Thanks for reaching out to us, rc5185366. I've sent you a private message, so we can take a look at your rewards account for you. - Brandon C.

[SoniaV162186]

Hi @11320cs !

Can you please share on this community thread (ERROR: Unable to process your redemption request) the info provided in the email that the AARP Consumer Care Ombudsman team sent you to follow up on your escalation.

Perhaps if EVERYONE on this thread contacts directly The Consumer Care Ombudsman team, this NATIONWIDE problem WILL FINALLY BE RESOLVED!

Thanks for your help.

@GerardV761134 

[LisaC921113]

This is crazy that they can't figure this out! mine has been 'escalated' since January 3rd!

[d178081b]

mine has beeb escalated more times than I have been able to redeem I have over 9000+ points cant do squat!

[AARPConsumerCare]

@d178081b  I'm so sorry to hear you're having trouble with your Rewards, but I'd love to help! Please send a private message with your email address, so I can review your account. You can learn how to enable private messaging within the Community here: https://aarp.info/47hWcl7 

Thank you.  Jodee R.   

[AARPConsumerCare]

@SoniaV162186  I completely understand the frustration, and we appreciate your concern! Each Reward user issue is specific to that account and needs to have the investigation, and resolution completed. If you are having an issue, I'd love to help! Please reach out in a private message with your email address, and I'll be happy to review your account: https://aarp.info/47hWcl7 Thank you!  Jodee R. 

[WendyB28218]

Your private message instructions don't work because I don't see a Private Messenger tab at all. I and my 3 family members all submitted chats which are supposed to be responded to within 5 biz days, but it's been over 2wks. I understand it's the holidays and responses may be slow, but January is coming up and I don't want to miss out. We all get on the computers and manually click everything. We're fast but there's no automation, so stop blocking real people!

[LisaC921113]

This is crazy that they can't figure this out! mine has been 'escalated' since January 3rd!

[JoshuaT525984]

So many still being strung along by this company. This never resolved issue going on 2 months, is infuriating my wife now. I think shes going to start a complaint with the BBB. It might not be a bad idea for a larger group to consider this resolution path. Consumer protection. 

Leroy sends emails and doesn’t reply for weeks at a time. Cannot send messages (access denied). Definitely not scamming any points systems and hadn’t used it in s year before the upgrade. Upgrade hits and bam, basically locked out of anything rewards. Hundreds of complaints. Zero resolution. Little to no effort being made to resolve anything in a timely manner. 

[StayceT712453]

That’s a great idea. I will file with the BBB to. Both my husband and I my accounts have been “ban” from rewards. I email to no end. They literally block thousands of people and they don’t care. This is what their team said to

me the first ti

e they blocked me: Thank you for contacting AARP regarding your issue.

Please take a moment to review the guidelines of the Rewards Program carefully. Note the section in the guidelines on completing earn activates, gaming and enforcement. If these rules are not followed you will have issues with the program which may result in a permanent loss of access to the program. You should now have access to the program.

i responded with what am I doing wrong so I don’t do it again?. His response: Per our terms and conditions, points that have been obtained fraudulently or through gaming techniques is a violation of the program. There is no further information that will be provided at this point. Follow the program guidelines and adhere to the terms and conditions and there will be no further issue.

what a way to speak to your customers. Accusing me of CHEATING! I don’t even know how to cheat to obtain points. 

I can assure everyone I am using no techniques that are cheating. I literally click through the quizzes and answer each question. But some reason I got flagged again and blocked. 
It really sucks because I’ve been using AARP FOR many years without issue. It wasn’t until

these recent updates that this happened to me and many others. It sucks. 

[AARPConsumerCare]

I'm so sorry to hear the private message feature tab isn't showing for you, @WendyB28218. Please use the following link: help.aarp.org/s/article/contact-aarp to chat, text, or speak with us. - Diana G.

[SoniaV162186]

JoDee R., please send an email address to directly contact you thur private message.

[SoniaV162186]

Hi JoDee R.

This is the second time a representative from AARP Consumer Care has asked me and my husband for my/his personal information via private messaging in the AARP online community.

NOTHING WAS DONE THE FIRST TIME NOR WAS THE ISSUE ESCALATED!

All that is being done is that every AARP member with the same redemption problem with points is simply getting the run around with AARP Consumer care, the Escalation Team (if it exists), and the Consumer Care Ombudsman.

Totally ridiculous consumer service!

@SoniaV162186 

[AARPConsumerCare]

@SoniaV162186  I completely understand how frustrating this process can be. I've sent you a private message. Thank you!  Jodee R.  

[11320cs]

The email basically apologized for any frustration.  They have escalated my issue to the AARP technical support team.  And if I have questions or concerns please feel free to reply to their email.

Not what you might think was in the email when referenced by Janelle M. from AARPConsumerCare. 

I just want to redeem points.  I don't know what other questions I might have.  I am on day 21 now without being able to use points.

[AARPConsumerCare]

@11320cs I genuinely regret that you've had to go through this experience. Please be sure to use the info provided in the email that our Consumer Care Ombudsman team sent you yesterday to follow up on your escalation. The Consumer Care Ombudsman team is the direct point of contact for your case. Please don't hesitate to reach out if you need anything further.  - Janelle M.

[VvietH173273]

AARP PLEASE UNLOCK MY REWARDS ACCOUNT! IT HAS BEEN BANNED FOR 2 MONTHS NOW AND NO ONE IS FIXING IT! I CANT GET THROUGH ON THE PHONE AND I CANT MESSAGE