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.

[AARPConsumerCare]

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

[SoniaV162186]

 @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…

[JoshuaT525984]

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

[AARPConsumerCare]

@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.

[JoshuaT525984]

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. 

[AARPConsumerCare]

@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.

[JoshuaT525984]

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. 

[jserramcorder]

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.

[11320cs]

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. 

[AARPConsumerCare]

@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.

[jserramcorder]

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

[jserramcorder]

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

[SomeSwimmer]

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. 

[r767831w]

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.

[robin24]

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

[11320cs]

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.

[TimS565539]

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. 

[AARPConsumerCare]

@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.

[TimS565539]

Well another day has gone by and I still cant redeem ny points. Ever since AARP was shut down for maintenence I'v had an issie with this. Everyone is sorry & understands. Nobody can help fixing the issue though. I give up

[AARPConsumerCare]

@TimS565539 We are here to help, please don't give up! We just need to speak with you in private message, so we can locate your account and look into this error message for you. If you're unable to send us a private message, please reach out to us using an alternate method for further assistance: https://aarp.info/3epCObA  - Janelle M.

[11320cs]

Yes, the same for me.  I still cannot redeem any points for the monthly 3 gift cards, instant rewards, or to enter sweepstakes.  It is day 17 since I have been blocked.  I have chatted three times, I have called twice, and I have texted AARPConsumerCare several times.  Nothing happens!  I have been told numerous times that I have been escalated to the Rewards Escalation Team.  I have been told I would receive an email from them.  No emails.  I have been told by all they understand my frustration.  But I still cannot use points!  I have many, many points to use.  I have put in many hours obtaining points that now I cannot use.  What is the solution?  Does anyone at AARP know what they are doing?  Why block me and all the other members you have blocked?  If you say we have done something wrong, then tell us.  I believe that I have not done anything wrong.  I have played this version of the rewards program since it came online.  For the most part I have enjoyed it.  I wish the escalation team would PLEASE unblock me so that I can use some points!

(The number I called was 1-866-451-6305.  If anyone has had better luck with another number, please let me know.  I would appreciate.)

[jserramcorder]

A question to all the consumer care reps.  Do you have a rewards account with AARP?  Has your account been blocked?  Inquiring minds want to know!

[r767831w]

Horrible, ridiculous, offensive situation.  A couple of months ago, some bot decided that tons of us had been cheating and blocked all of us from redemptions.  Instead of admitting the mistake and dealing with it globally, AARP is making each of us fight it out with them individually, in the most inefficient and frustrating way possible.  It took me slightly over a month to get reinstated.  Maybe you'll be luckier and get reinstated sooner, but I wouldn't count on it.

[GregR393155]

How could you cheat?  You can’t skip through videos or quizzes. If you think I was at least call me on it so I can defend myself.

[AARPConsumerCare]

@GregR393155  I understand the confusion! From a private message, I'll be able to access your Rewards to review the activity, and escalate your account if necessary. Visit https://aarp.info/47hWcl7 to enable private messaging. Thanks!  Jodee R. 

[BtW751689]

they only tell you to follow the rules.  Get them on the phone and go over each rule, they won't tell you which rule you have broken but to follow the rules

[JoshuaT525984]

Im also getting this issue and it won’t stop. It’s been over 2 weeks. I would like this fixed promptly. 

[beartoor]

To everyone continuing to have a problem, my suggestion is to post daily, as the posts are read by the consumer care, and they have to escalate it to the IT department.  Everyone is polite, but obviously there is a problem of no fault  of our own.  When mine finally got fixed, I received an email stating the obvious regarding the rules, restricting obtaining points fraudulently (whatever that is supposed to mean).

While it kind of made me feel like I created the problem, just stay diligent and patient!  Wishing everyone the best!    

[BtW751689]

wondering how long the "fix" lasts.  From what others have posted it might only be a few days.  Did the people complaining in 2022 ever get resolution?

[GregR393155]

I have had the same problem since November as well.  Mine was escalated and I even got an email stating it was resolved, and it still does not work.  When I call the phone number it states no one is available and to leave a message.  This is definitely not an isolated problem.  It's occurring on every web browser I have tried, multiple computers, and even the app on my phone.