Unable to process your redemption request continued.....

[SatinM165610]

Well, I had high hopes that the last maintenance window would rectify my issue, but sadly I still have the same issue since the last week of October.  No one has reached out to me to fix this issue.  Why is this?  Why is there not more urgency to get this fixed?  Why can't this be addressed so that all people that are impacted by this can be resolved????  

[BtW751689]

they seem to go one by one so they don't have to give you any of the prizes.  If they fixed it for everyone at the same time they would have to buy more gift cards

[SatinM165610]

After opening up a ticket through the chat option and waiting another week.  I got a reply stating the issue was now resolved without any other explanation.  Basically my account was active.  When I first tried to redeem, it did not work.  But then later that day, I was able to redeem and now I am back to how it use to be.  I am now able to redeem for instant wins and redeem for gift cards.  This is day two and it's  still working!!!  I wished it had not of taken this long, but I'm happy it's all working now!!  Thank you!

[rc5185366]

Good for you. I'm happy that one of us caught in the not able to redeem cycle has been freed. Enjoy!

[BtW751689]

lucky you.  fingers crossed the rest of us can also have a happy ending

[AARPConsumerCare]

We're glad to hear our team was able to resolve the issue, @SatinM165610. Thank you for sharing! - Diana G.

[SatinM165610]

So I am trying the chat option for those of you following this thread.  I do not have the option to enable private messaging so the only other options are chat/phone.  I was able to chat with a live person and they opened a ticket for me for escalation since he was unable to address it themselves.  We will see where this gets me!  

[AARPConsumerCare]

@SatinM165610 Great! I'm glad you were able to reach out so our team could get that escalation opened. I'm always here to help if you need anything!  - Janelle M.

[r767831w]

I'll tell you where it's going to get you:  You'll wait the 3-5 business days that they say it will take, then when you don't hear from anyone, you'll waste more time contacting them again, and they'll be ever-so-sorry and they'll escalate it again, then you'll wait another 3-5 business days, and when you don't hear from them again, either you'll abandon the endeavor (which is what they're counting on), or if you're like me, you'll just keep banging your head against the wall.

[BtW751689]

and they blame you saying you did something illegal but without any other info so you are still left in the dark

[AARPConsumerCare]

@SatinM165610 I'm sorry to hear that you're experiencing this redemption error! The site maintenance was to add new enhancements to the AARP website. Unfortunately, the error you are receiving is account related, and we must look into it for you. Please send me a private message with your full name, mailing address and email address, so I can follow up on your account. You may need to enable private messages first. I invite you to check out the steps here: https://aarp.info/47hWcl7  - Janelle M.

[SatinM165610]

Hi, I don't have the private msg tab.  So I can't enable it.  So what's the next option?  Thank you.

[AARPConsumerCare]

@SatinM165610 I'm sorry you don't have the private message tab. Please connect with us using another method found here: https://aarp.info/3epCObA  - Janelle M.

[rc5185366]

I was googling "unable to process your redemption request" and discovered this thread from 2022 and  2023 and new additions from 2024. I thought if was a coincidence that it was also this time of year. Anyway, if anyone is interested, here's the link:

https://community.aarp.org/t5/Redemption/Error-quot-Unable-to-process-your-redemption-request-quot/t...

[clbutorac]

So, this morning my husband got the email with the warning to follow rules (not sure what we were doing wrong), and the following message - "As there is no further information to provide, we now consider this matter closed and your access has been restored."  

I did not receive an email, but my access has also been restored.  We are both able to redeem for rewards (sweepstakes, instant wins, and gift cards).  

I was a member for several years before I realized that we could even get these rewards, and only in the past year or so, realized that my husband could have his own account.  So, I was perfectly happy paying $12 or so each year just for the website, discounts, and magazine/bulletins.  So, I find it hard to get "angry" when there are problems, since between my husband and me, we almost always get at least $15 each in gift cards each month.  Yes, we have to earn points, and it is time consuming, but not a lot of effort.

My problem this time is that the way I understand the email received this morning, they knew how to fix this problem all along, and just didn't choose to share this.  Were they trying to teach us a lesson?  I don't know.  I do know that we share computers/devices for earning, and are often earning at the same time.  Is this the problem?  Again, I don't know.  But, I guess I will cross my fingers that we can still do our instant wins tomorrow!  Good luck to the rest of you, and please share if your access has been restored.

[BtW751689]

with the vague message of following the rules but they won't elaborate...

[r767831w]

Wow, you're lucky!  I was just on the phone with them again this morning (for the FOURTH TIME!!!), spent another half hour, and ended up with nothing more than the usual "we're aware and we're fixing it."  The way they have handled this debacle is completely unacceptable -- not fixing it, lying about when we're going to hear back from them, just generally wasting our time.

[BtW751689]

and they admit they are aware of it and fixing it?  They usually tell everyone it's isolated to your account and here's the escalation and wait five days and we emailed you so now you have to have another escalation and another five days.  Endless cycle

[MemberS2006]

..

[AARPConsumerCare]

@MemberS2006  I'm so sorry you're having trouble! I've sent you a private message, so we can look into this together. Thanks!  Jodee R.  

[MemberS2006]

..

[AARPConsumerCare]

@MemberS2006  I understand your frustration, however, there seems to be an issue with your Rewards account that we need to escalate. To start the investigation, please reach out in a private message, so we can look into this together. Thank you!  Jodee R.   

[r767831w]

LOL, you make that sounds so festive, "we can look into this together"!  Why don't you mention that this process of "looking into it together" will involve endless rounds of @MemberS2006 being told that s/he'll hear back in 3 to 5 business days, then not hearing anything back, then having to waste a bunch more time contacting you guys again, then again being told s/he'll hear back, then not hearing back . . .

[RenateW69623]

Unfortunately, this message seems to be an indication that there is suspected fraudulent activity on your account. I'm not sure if this is true for everyone who is getting this error, but based on comments from other chats relating to this, that is what people who have gotten responses have been told. This includes me. I got the "unable to process your redemption" message at the end of October, and after about a week, got an email that it was fixed, but be sure to follow the terms and conditions of the program. It was fixed, but just for one day. When I sent an email saying I was getting the message again, I got a response saying they would look at it again. Then got another email right before the maintenance started, saying my account was restored again, but "points obtained fraudulently or through gaming techniques is a violation of the program". I wasn't able to check my account before the maintenance began, so I'm not sure if it is actually working. But I did ask why they said that about "points obtained fraudulently", since I only earn points by watching videos and taking quizzes. The response was "please take a moment to review AARP Rewards terms and conditions: 
https://www.aarp.org/about-aarp/rewards-terms-and-conditions/playbook/. Please note specifically section F - Rewards Points: Value, Expiration, & Forfeiture.".  I did that and didn't see anything that said what would indicate fraud. When I asked for the exact reason my account was getting the "unable to process your redemption" message, the response was "Upon our review, we found activity on the account that shows to be in violations with the rules of the program. For security reasons, we can only provide the information given and advise that you take some time to thoroughly review the guidelines and compare these rules with how the program is interacted with through the account. Per my last email, please see any sections of note detailed for importance."  I hope if there is anyone who was getting the "unable to process" message and actually got it fixed, or got some specific information about the cause, that they will post that information on the community chat.

[BtW751689]

Here is section F, which part do they think is being violated?

F. Rewards Points: Value, Expiration, & Forfeiture

1.  No Cash Value or Transferability. Points do not constitute property, do not entitle Participant to a vested right or interest and have no cash value. As such, Rewards points are not redeemable for cash, transferable or assignable for any reason, and are not transferable upon death, as part of a domestic relations matter or otherwise by operation of law. The sale or transfer of Rewards points is strictly prohibited. Rewards points may not be sold on any secondary market, and any transfer of Rewards points to a secondary market shall be deemed void.  Any Rewards Points remaining in a Participant’s Rewards Account if the Program is canceled will be forfeited without compensation. There shall be no carry over or transfer of Rewards Points to other Sponsor programs, unless otherwise determined by Sponsor in its sole and absolute discretion. As such, all Rewards Points and redemptions are only associated with the email address of the Rewards account.

2. Point Expiration/Forfeiture and Account Deactivation. Points earned will expire on the first day of the month one year after they were earned. For example, points earned in September will expire on October 1st of the following year.  Accounts will only be deactivated if Participant requests deactivation or if Sponsor determines that Participant has engaged in fraudulent behavior in violation of the Program Terms and Conditions. If re-engagement with the program is permitted, it will require opting into the program Terms and Conditions and user will have zero (0) points at the time of re-engagement.

3. Accrued Points Viewable in Participant’s Rewards Account. The number of Rewards Points earned by each Participant will be tracked in the Participant’s Rewards Account. Unless otherwise stated, once Points are earned they will be credited to Participant’s account within approximately twenty-four (24) hours. However, each Participant will have the responsibility of ensuring that his/her Points are properly credited. Any claim for Points not credited accurately must be received by Sponsor within seven (7) days of the date of claimed accrual of such Points. Manual issuance of Rewards Points depends on the nature of the issue and can take up to thirty (30) days.  Sponsor shall have no liability for any printing, production, typographical, mechanical or other errors in the Rewards Points summaries or Participant Rewards Account. Sponsor reserves the right to invalidate Rewards Points from a Participant Rewards Account if it determines that such Points were improperly credited, obtained fraudulently or through a gaming technique that violates the intent of these Terms and Conditions. Sponsor reserves the right to require proof of accrual of Rewards Points and Sponsor reserves the right to delay the processing or redemption of any Rewards Points without notice to Participants in order to assure compliance with these Terms and Conditions. Participants are responsible for maintaining the confidentiality of their Participant Rewards Accounts and passwords and for restricting access to their Devices and activity on their Participant Rewards Account, and Participants agree to accept responsibility for all activities that occur under their Rewards Account. Without limiting any other remedies, Sponsor may suspend or terminate a Participant’s Rewards Account, or deem a Participant ineligible from playing or winning chance to win opportunities if Sponsor suspects that a Participant has engaged in fraudulent activity or gaming technique that violates the intent of the Program Terms and Conditions in connection with the Program. Any failure to abide by these Terms and Conditions or any policies or procedures implemented by Sponsor, any conduct detrimental to Sponsor, or any misrepresentation or fraudulent activities in connection with the Program may result in the termination of participation in the Program, forfeiture of Rewards Points accrued to date, and any rights or remedies available to Sponsor in law or equity.

[RenateW69623]

I read through this section when I got the email, but I don't see anything in here which says what is considered to be fraudulent activity. It just says "if Sponsor suspects that a Participant has engaged in fraudulent activity." That is why I sent an email asking what is considered to be fraudulent activity, but in the response they said for security reasons they couldn't say what was suspicious in my account, so I have no clue why my account was flagged for this. I guess I was one of the lucky ones, because my account was never actually deactivated (I have seen some posts from other people where this happened), I just couldn't redeem points. After several weeks, my account was reset, I was able to do redemptions (just Instant Wins and one Sweepstake) for one day, then my account was flagged again (and again I have no reason why). Then after a few days my account was reset for a second time, which is when I got the email with the information I mentioned above, and so far I have not been flagged again. But without knowing why this happened in the first place, I don't know if I will be flagged in the future. If I am, I think I will just give up on this program, because this is a really bad way to run a rewards program and it's really not worth the hassle to try to deal with all of the glitches that occur.

[BtW751689]

they gave you a section?  others just say follow the rules and leave it to you to figure it out...

[AARPConsumerCare]

@RenateW69623 I'm really sorry you've been through this, Renate. Please send me another private message, and I'll be happy to check to see if your account has been fixed.  - Janelle M.

[robin24]

I was accused of fraud as well, I have had this account for years. I have never committed any fraud. Yesterday I was able to play the instant win games, won 2 of the $10 gift cards and never received them. So tired of it all.

[AARPConsumerCare]

@robin24  Hey, let's look into those missing $10 gift cards! They can take up to 24 hours to arrive in your email, and you should check your spam folder also. Please reach out in a private message with your email address and I'll be happy to check on yours. Thanks!  Jodee R.