To summarise, the recent promotion involved spending £500 per month on your card for the first three months. You would then receive a 20,000 Avios bonus. However, Lloyds was arbitrarily defining ‘month’ based on the date you were accepted for the card, which was NOT the date you applies and NOT the statement month. The best bit is that it was impossible to find out, even if you called them, what dates they were working to!
I was just contacted by another reader who had been refused his 20,000 Avios, despite spending over £500 in each of his first 3 statement periods. He then took his complaint to the ombudsman.
These facts came out during the subsequent discussions with Lloyds, who assigned a manager to liaise with the HFP reader:
Lloyds admitted that this promotion was ‘ill-thought out’ and ‘badly enacted’
‘Heads are rolling’ within Lloyds over the implementation of this promotion
The outcome of the ombudsmans intervention was:
Full receipt of the 20,000 Avios points
“Not insubstantial” financial compensation on top
So, if you have not received your 20,000 Avios points from the Lloyds Premier Duo credit cards promotion, I strongly suggest that you escalate your complaint.
Send a final complaint letter to Lloyds, warning them that you will escalate the complaint if it is not resolved within x weeks. After that point, file your complaint. (Contact details for the ombudsman are in the literature that Lloyds sent you with your card.) My understanding is that Lloyds is fined £500 as soon as the ombudsman receives your letter – this covers the cost of the service – and they are then obliged to act.
(To see our complete list of all current credit card bonuses, click here to visit our ‘Credit Cards Update’ page or use the link in the menu bar at the top of the page.)