Barclaycard Cashback Rewards never received £40

DuffBattery

I had a Barclaycard Cashback Rewards account linked to my Barclaycard. This scheme came to an end and I was advised by Barclaycard to take my rewards from the scheme. There was £43 worth of rewards so I ordered £40 pounds worth of Caffe Nero vouchers. They accepted the order but the emailed vouchers never arrived. The only way to contact them to complain was through the website, which I did several times. They never responded. So I am £40 pounds out of pocket (plus the added value of the gift cards).

Apparently the scheme was operated by Visa, not Barclaycard. I have no idea how to complain about this. It was either a glitch or someone at the scheme stole my money, but there was absolutely no way to get any response from them.

Later the remaining £3 was transferred automatically to my Barclaycard account anyway, so If I had done nothing I would have had my £40 given to me anyway.

Has anyone else experienced this and if so have they managed to get their money back?

born_again

Barclaycard staff should be able to advise who would be supplying the vouchers & contact details.

WillPS

Whoever ran the scheme, your complaint is with Barclaycard.

Write a letter headed with the word 'Complaint'. Clearly lay out a timeline of when Barclays told you to take action, when you did, enclosing copies of any evidence of each you might have, and what steps you've subsequently taken to try and resolve this.

Ask for the amount you expected to receive as compensation, plus something to reflect your time wasted chasing this. If you're not happy with their resolution, escalate to the ombudsman.