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.

[AristotleOfGreece]

my account is still locked. Unable to redeem my points!

[AARPConsumerCare]

Hi @AristotleOfGreece, I've sent you a private message about your escalation. Thank you. - Diana G.

[JoshuaT525984]

Ditto. No follow up. No contact. This is ridiculous. Locked out the first day I logged in and haven’t been able to use it. 

[AARPConsumerCare]

I'm sorry you're receiving that error when trying to redeem your points, @JoshuaT525984. Please send us a private message with your name and address, and we can take a look at your rewards account to see why you might be receiving the error. If we have previously escalated this for you, we can check your escalation for any updates. Visit https://aarp.info/47hWcl7 for directions on how to enable private messages. Thanks for reaching out to us!

Brandon C.

[JoshuaT525984]

As shared several times (it doesn’t seem my replies get read) my ability to use private messages shows “Access denied” yes this entire thing is so messed up that I can’t get help through the method every single rep asks me to use. How is your IT this screwed up? 

[11320cs]

Can you check my escalation for any updates as you told @JoshuaT525984?  I have received no updates.  Day 29 without being able to redeem!

[AARPConsumerCare]

@11320cs We sure can! Please send us a private message with your email address, so we can check on it.  - Janelle M.

[JoshuaT525984]

Ditto. Zero help. No follow up from chats. Now a month out. 

[robin24]

You need to private message them, chat with their bot, chat with their human, call them on the phone, and then lather, rinse, repeat. 

[JoshuaT525984]

I text them for the third time today. They scolded me for not waiting 5 business days from my last message. It’s been 6

since the last message and a month since my account started failing. It’s funny, I can sign up for insurance, get newsletters and spam but NOT use rewards. My wife said unless they fix this in the next two weeks, we are not renewing. Clock is ticking. 

[AARPConsumerCare]

I understand your frustration with not being able to use your points, @JoshuaT525984. Please send us a private message with your name and address, and we'd be happy to check on any updates for your escalation. We appreciate your being a member and participating in the AARP Rewards program.

Brandon C.

[BtW751689]

They seem to want you to wait the full 5 days even if all they do is reply that they are working on it and then the clock starts over.  If the shoe is on the other foot and enough members say you have this much time or it is bye bye maybe they will reconsider.  It does seem like too many members have been affected and of course every problem is unique but can it be that hard to tell us what the heck we are violating or frauding or scamming them of?  Since there are so many maybe just reset everyone to zero, say ok now we are ALL starting over because we don't know how to address this anymore but now if you fraud us because you signed some phony clause that says we can suspend you without telling you why just because we think there is fraud but we are not going to tell you, so let everyone have a clean slate.  And if their system because they are not aware of the glitches or if in fact there are ways to cheat, well FIX it on your end AARP.

[jserramcorder]

And expect nonsensical generic answers where they ignore you , ghost you, or act like they care and get you all excited it will be fixed only to never tell you what you did just that you did not follow the rules and too bad so sad.  If all the members affected cancelled their accounts….btw did you see their recent newsletter where they expounded on how many times they did all these good things in 2024 or how many members completed this many activities, how about how many members had problems still unresolved, how many members quit, how many members sought help for reward related queries but got that same canned answer saying follow the rules?  I doubt we will see any of those achievements listed here.

[PaulineC593962]

Yes, that's true I also redeemed for a Baby Depot card. Maybe that's the reason. It's definitely not on my end.

[AARPJanelleM]

@PaulineC593962 I see you are still waiting to hear from our escalations team, Pauline! I went ahead and sent this to the next level of support for assistance as soon as possible. Please let me know if you experience any further issues with the site. 

[PaulineC593962]

Any progress on this? No word from anyone.

[AARPJanelleM]

@PaulineC593962 Your escalation case is actively being worked on by our team. You can expect another email from a representative with updates soon!

[PaulineC593962]

It's the 27th and still no assistance. Can I have the direct line to an actual person in charge?

[PaulineC593962]

Still no resolution.

[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.