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Periodic Contributor

Error: "Unable to process your redemption request"

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.

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Periodic Contributor

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

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Regular Contributor

FOR almost 3 weeks, Both my wife and I, with separate AARP rewards accounts, have been receiving the same error message (“Unable to process your redemption request”).

There are now 5 different gift cards for point redemption for both members and non-members. These gift cards ALWAYS SELL OUT WITHIN HOURS, but now they have been on the AARP rewards website for weeks and days!

It is readily apparent that no one is able to redeem rewards points for these point redemption gift cards plus the daily instant win gift cards.

AARP has gone “crickets” on this widespread problem since the ballyhooed update rewards update in November 2024.

The only answer by AARP consumer care is to send them a private message and then get “upgraded” to a 5-day investigation. But this doesn’t work either, as evidenced by the community replies in different community threads.

The AARP rewards program has been extraordinarily “buggie” for the past couple of years! 

Perhaps AARP could spend some of their “United Healthcare” endorsement money on finally fixing these longstanding problems with the AARP Rewards program!

In summary, the much “ballyhooed” AARP Rewards update in November of this year 2024, caused more problems than it fixed.

 

 

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Regular Contributor

Hi AARP Consumer Care

 

The Error Message “Unable to Process your Redemption request” has now been received NATIONWIDE BY AARP MEMBERS FOR OVER A MONTH since the much ballyhooed AARP Rewards Program Update in November 2024.

IS ANYONE FROM AARP LOOKING AT THESE NUMEROUS THREADS WITH THOUSANDS OF PAYING AARP MEMBERS LOCKED OUT OF THEIR REWARDS ACCOUNTS FOR REDEEMING POINTS!

This is the second time a representative from AARP Consumer Care has asked me and my wife for my/her 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!

 

Gerard V.

@GerardV761134 

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Community Concierge

@GerardV761134 I genuinely regret that you've had to go through this experience. It's important to us that you feel valued and heard. Our team is looking into your issue, and we have responded to your private message. When you have a moment, please check your private messages. We look forward to assisting you further with this.  - Janelle M.

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Periodic Contributor

they have blocked thousands of accounts their security team is running a program that automatically tags you as a cheater if you are too fast like doing the quizzes, they are literally the same quizzes over and over and to get points you have to do them so naturally you click faster, Well doing that apparently goes against their standards (Obviously their system is broken) Who would waste time and effort creating a program to click through these things) NOT ME but they have literally doing this to my account and a few of my family members. Who ever is the one answering escalated problems lie this one is a complete jerk. He told me to read the community standards, unlocked my account, told me if it happened again TOO BAD! I'm like what did I do???? All I do is take quizzes and play instant win games  wth... Ive seen thousands of people viewing this thread we are not alone. They need to fix this issue because it is literally accusing innocent people and banning us from redeeming rewards.  Its a whole process and it sucks, those times they had "Systems down" they were adding that dumb program and banning people. Thats why they said you see faster times, because they blocked thousands of people for no reason!!!

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Regular Contributor

This would maybe make sense but I never did a game or quiz. It was my first time logging in, in a year. My account was locked immediately. 

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Community Concierge

I would like to take a look into your AAR Rewards account, @JoshuaT525984. I noticed in one of your previous comments that you are having trouble sending us a private message. Don't worry, please click on the following link to connect with us through any of our other platforms, such as chat or social media, and we'll be happy to take a look into your AARP Rewards account: https://aarp.info/3epCObA. Hope to hear from you soon. - Daniela R. 

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Super Contributor

 

Still unable to redeem points!  Still get the same message:  Unable to process your redemption request

 

It is day 23 for me.  Does it sound better for the technical team to say that it has been 16 Business Days since I have redeemed any points?  To say that I am disappointed is an understatement.

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Community Concierge

@11320cs I completely understand your disappointment. Be sure to continue to follow up with the Consumer Care Ombudsman team regarding your escalation as that is the team handling your case. Delays can be really annoying, and I appreciate your patience as our team works to get to the bottom of your account error.  - Janelle M.

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Contributor

Now over a month of uselessness for me, and over two weeks since I received an email from a purported “LeRoy” purporting to “escalate “ the issue.  No one answers the phone and no one answers emails. Suspecting fraud or scam on the part of aarp and will need to cancel both my aarp membership generally as well as this bogus rewards thing.  Withholding AARP Foundation contributions as well. 

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Regular Contributor

We may consider charging our membership back from our payment method. Maybe that will get some attention to the product issue. 

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Super Contributor

or just go for the free membership

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Community Concierge

@jd5438  I understand! I've sent you a private message, so we can review the status of your investigation. Thanks!  Jodee R. 

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Regular Contributor

 @jd5438, the exact same thing for me and my wife. It’s been well over a month with no resolution to the error message “Unable to Process Your Redemption Request”. We also received “canned” emails from “LeRoy” about escalating the issue plus notifying the “ AARP Consumer Care Ombudsman “ about the problem.

All the messages, emails etc appear to be AI generated or “canned” replies.

Something is seriously wrong with AARP concerning this NATIONWIDE redemption problem. 

NO SOLUTION in sight for thousands of paying AARP members with this points redemption problem.

We too, are also seriously considering cancelling our longstanding AARP memberships. 

I wonder if any Congressman or Senators are AARP members. Sometimes it takes a “Giant” to take on another “Giant”, ..cause AARP sure ain’t listening to us little people…just saying…

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Regular Contributor

I guess I hold no hope as I also heard from LeRoy. I replied and he never replied back. 

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Community Concierge

@JoshuaT525984 I can definitely understand how frustrating this has been. Please send us a private message with your email address so we can follow up on the status of your escalation. You may need to enable your private messages first. Learn more here: https://aarp.info/47hWcl7  - Janelle M.

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Regular Contributor

Janelle — for the third time, my functionality is SO limited that I cannot send private messages. The page literally says “Access denied”. Please tell Leroy to respond to his emails and fix this issue. 

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Community Concierge

@JoshuaT525984 I'm terribly sorry for this. Please contact us using an alternate method, so we can look into your account and escalation: https://aarp.info/3epCObA  - Janelle M.

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Regular Contributor

Janelle — I have text and emailed. Leroy doesn’t reply back to emails. Text told me to wait for an email. Welcome to the hell loop that is AARP troubleshooting. 

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Conversationalist

Maybe they only know how to reply once, same for me.  I had to really push to get answers then I did not get complete answers.  They don't reply to emails a second time and they don't answer the phone and they don't return phone calls.  Useless customer service.  I guess they don't want our business.

Super Contributor

 

Maybe I should reply through a private message, but also maybe it should be public.  I have tried twice to get an update from the Consumer Care Ombudsman team.  I am ignored.  In fact, whenever I was told by AARP Consumer Care that the Ombudsman would send me an email, I never received one.  I ended up emailing them.  Then I did get an email from the Ombudsman team telling me that they apologize for any frustration and they escalated my issue to the technical support team.  I was also told that if I have additional questions or concerns to contact them.  Evidently that was a standard email and did not mean anything.

As an AARP member for many, many years, I feel mistreated.  I am on day 26 without being able to use points.  I do not believe anyone is looking into the problem. 

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Community Concierge

@11320cs I understand that this situation has been quite stressful for you and your concerns are completely valid. I want to reassure you that our team is prioritizing the escalation, and they will respond to your email once they've had an opportunity to review it. You're in good hands.  - Janelle M.

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Conversationalist

If everyone affected were in good hands there would not be these continuing posts.

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Conversationalist

Read between the lines.  Is the escalation team really handling these cases if another employee at the same company tells us to follow up?

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Regular Contributor

At least you got some sort of an answer.  Perhaps thats what I did because I can’t see any way to cheat.  On most of the quizzes I have the answers memorized and probably answered too quickly.   I have not been able to figure out which rule I broke and they would just say my case was closed read the rules.   I actually felt bad that I was accused of cheating.  My account was fixed but I have restricted my use of the AARP website for fear of being wrongly accused of cheating again.  I don’t think it’s fair to randomly block accounts without an explanation.   Everyone deserves to know the reason their account was blocked.  You have probably solved the mystery for me but I’m still not certain why I was accused of cheating. 

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Super Contributor

Exactly what I've been saying, although you said it much better than I did.  Some bot is flagging massive numbers of accounts for "fraud" and then AARP is sorting it out one account at a time, which takes over a month.  During which time the innocent victim is unable to redeem points.  Incredibly offensive that AARP would treat us like this.

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Trusted Contributor

I think AARP uses the same AI that UHC does, their "Consumer Care" is terrible.

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Super Contributor

Once again:  Unable to process your redemption request!
I cannot play Instant Win tonight.  I cleared history, etc. and restarted AARP Rewards.  Still cannot play.

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Periodic Contributor

I've given up with AARP. Unable to redeem points  or for sweeps and instant wills. It's an ongoing issue. I have called AARP and was assured they would get back to me with a solution via email. That never happemed. I just keep earning points and cant use them. 

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Community Concierge

@TimS565539 I genuinely regret that you've had to go through this experience. It's important to us that you feel valued and heard. Let's check on your account. When you have a moment, please send me a private message with your email address, so I can follow up on it. You may need to enable your private messages in order to send one. Learn more here: https://aarp.info/47hWcl7  - Janelle M.

 
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