Sign up bonus disappearing

[Matt]

I signed up for the CoT card when the 30000 bonus was on offer through HfP. The 10000 arrived as expected, and the app/website showed the spending required to get the 20000 points for spending £5k.

I completed the 5K spend just over a week ago, and since then the website has not shown anything at all about the 20000 point bonus, and the points have not shown up in my account. The deadline for the spend was tomorrow.

Is this normal? Or should I be chasing them?

Thanks

[Matt]

Just checked with them by chat – apparently the points will turn up as soon as my next direct debit clears. That sounds like rubbish to me, but am I just thinking of how Amex bonuses work?