The British Airways Prepaid Mastercard thread

[Indy500]

Stu wrote:

steve76 wrote:

I’m still waiting for my bonus (regular and HFP). Chased a few weeks ago and they said that the points would be added by now, but of course they haven’t. What an utter joke – they run this offer to attract customers, and then show how utterly incompetent they are and what a nightmare they are to deal with, thus ensuring that we never use their product again. I might have hoped that HFP would have kicked them a little on our behalf, since it’s damaging their reputation too unfortunately. Will be much more cautious with offers like this in the future.

Agree 100%. Considering HfP don’t do what they do ‘for the love of it’, it’s disappointing to observe the lack of input from them on this lame duck …

Yet more ‘chat’ via the app. Holy crap, I’m losing the will to live but I signed up because of the HfP promo and feeling slightly aggrieved that I’m having to chase these damn 3000 points every week. I won’t let go because that’s what they are relying on. FFS.

[xenole]

I’ve apparently got a new card on its way according to the app.
Not seen any mention of a £2.99, or whatever, monthly fee that was around when it first came out.

[Indy500]

Indy500 wrote:

Stu wrote:

steve76 wrote:

I’m still waiting for my bonus (regular and HFP). Chased a few weeks ago and they said that the points would be added by now, but of course they haven’t. What an utter joke – they run this offer to attract customers, and then show how utterly incompetent they are and what a nightmare they are to deal with, thus ensuring that we never use their product again. I might have hoped that HFP would have kicked them a little on our behalf, since it’s damaging their reputation too unfortunately. Will be much more cautious with offers like this in the future.

Agree 100%. Considering HfP don’t do what they do ‘for the love of it’, it’s disappointing to observe the lack of input from them on this lame duck …

Yet more ‘chat’ via the app. Holy crap, I’m losing the will to live but I signed up because of the HfP promo and feeling slightly aggrieved that I’m having to chase these damn 3000 points every week. I won’t let go because that’s what they are relying on. FFS.

OK, more ‘chat’ action. Now they say that as I had complained last week, this started the escalation procedure which will take a further 25 working days! FFS! So if I didn’t complain, I would have got the points earlier. My God, this outfit is a shocker, why would anyone EVER bother with this card… but I will not give up… 🙂

[chrism20]

xenole wrote:

I’ve apparently got a new card on its way according to the app.
Not seen any mention of a £2.99, or whatever, monthly fee that was around when it first came out.

I’ve had a £2.99 taken and a new card o; the way as well apparently, however the £2.99 was agreed to be waived whilst they investigate my missing 17 Avios and an alleged refund that never was. That’s about 10 weeks now

[vlcnc]

I have to say this card was generally awful and barely worked. Frequently just declined in shops despite small value purposes on tapping, but then when trying again by using chip and pin it suddenly works. Online purchases stopped working a month ago as it stopped sending. the 2-factor authentication code. TfL journey taps don’t show in the transactions either. And thats just the function of the card! Impossible to chat to anyone, I know some people have had success on the chat, but it never worked for me – always shows as offline and I can’t even submit on the form to enter a livechat, tried this several times on different devices (two different gen Macbooks and an Android phone) and just never works. The worst was just now, called them to cancel the thing and waited almost 30 minutes to be connected to an extremely rude agent with an appalling tone who decided to lecture me insisting that their chat does work and got annoyed at me when I asked her to speak up as I couldn’t hear what she was saying. I was extremely restrained and polite and when I asked for contact to make a complaint about her conduct, she hung up on me. Honestly this whole product is absolutely appalling and really bad rep for BA – I really hope HfP feeds back the terrible experiences from people here.

[Dashimus]

Yet to receive my 2 x 1500 and I’m at 116 days since I activated the card. I did however today receive a notification that they’re sending me a new card. Also had 500 avios credited today to my account for filling out the survey on the Mastercard telling them how bad it was. So that’s something at least.

[supergraeme]

500 Avios for doing the related survey arived today. Still no bonus of any kind.

[Ash]

500 also received yesterday. Almost 3 months since opening and welcome offer not credited. Tried to chase up via chat option, left hanging. No agent joining the chat.

[Joe G]

I signed up for the card at the time of the HFP promotion to get the extra 1500 avios, I duly spent the £500 and didn’t receive either bonus after 90 days.

last week I spoke to them on the chat and asked what the hold up was and the agent told me they could see I had met the requirements and they would chase it up. This week the 3000 avios appeared in my account so definitely worthwhile reaching out to BA if you are still waiting.

[Philondon]

I got the 500 points yesterday for doing the survey.

[mrlondoner]

Is the institution that issues this card under Financial Ombudsman’s jurisdiction? I am sick and tired of chasing them for these Avios points.

I tried the chat and they disconnected on me. I have proven that I used the HFP code before 14/08 and they argue I submitted mu application on 17/08 most likely the date it was approved manually.

Is there a specific person to talk to? A point of contact for HFP? Someone that can be found on social media? Do they have offices in London at all?

Any help is appreciated.

[QFFlyer]

Philondon wrote:

I got the 500 points yesterday for doing the survey.

Thanks for the reminder, just checked my BAEC account and mine posted too, dated 14/12.

[Magarathea]

The email address for complaints is complaints@prepaidfinancialservices.com. I contacted them last week and they responded within a day or so. Good luck.

[mzb]

Another datapoint about how poor that product is. Called up to chase my 3000 Avios, as it’s been well over 90+30 days, case was referred to the backoffice as the agent could clearly see I had spent the GBP 500 within 90 days. Yesterday I receive an email (from someone at avios.com) stating that whilst I had spent the GBP 500, some of my spent was towards a parking ticket with H&F Council, and per T&Cs Council spend did not qualify.
I was floored. I’ve asked for details of the T&Cs where that is stated but clearly a pretty obscure reason to deny a bonus for what should have been a straight forward promotion for what is meant to be a straight forward product. I’ll give it a few weeks but there is no way this card stays live past the new year. Shocking.

[supergraeme]

Wow, that’s a pretty desperate attempt at getting out of giving away a few measly Avios. Does that suggest they regret this product?

[vlcnc]

I honestly don’t understand how they have managed to muck up such a straight forward and easy product. If I was BA I’d definitely nuke it, or at least nuke the current provider and get someone else to run it because its farcical tbqh. I’m still dumbfounded at how awful and rude the customer service person I spoke to was with me for no real reason.

[QFFlyer]

I agree with the above, especially given the £3 monthly fee after six months – it’s a terribly implemented product and should be abandoned. I’ll MS my £2,600 this month, my month six, then it’s gone.

[The Urbanite]

The card has disappeared from my BAEC app. The only trace is in the notifications, where it says a new card is on order and that they couldn’t deduct this month’s fee. Can’t top it up if it’s not accessible in the menu!

Much ado about 1300 Avios a month. I won’t chase it and I won’t miss it if it doesn’t come back.

[Alex G]

mzb wrote:

Another datapoint about how poor that product is. Called up to chase my 3000 Avios, as it’s been well over 90+30 days, case was referred to the backoffice as the agent could clearly see I had spent the GBP 500 within 90 days. Yesterday I receive an email (from someone at avios.com) stating that whilst I had spent the GBP 500, some of my spent was towards a parking ticket with H&F Council, and per T&Cs Council spend did not qualify.
I was floored. I’ve asked for details of the T&Cs where that is stated but clearly a pretty obscure reason to deny a bonus for what should have been a straight forward promotion for what is meant to be a straight forward product. I’ll give it a few weeks but there is no way this card stays live past the new year. Shocking.

According to the T&Cs, you should not receive Avios for payment of a fine. But there is nothing to say that payment of a fine does not count as qualifying spend for the sign up bonus.

Fight this.

https://www.britishairways.com/en-gb/executive-club/collecting-avios/shopping/mastercard#:~:text=1.%20Avios%20Accrual,a%20refund%20for.

“Avios offer Terms and Conditions schedule
1. Avios Accrual

1.1. For the British Airways Prepaid Mastercard, 1,500 Avios welcome bonus will be awarded to your BAEC account if you have held your Card for 90 days and have spent a minimum of either £500, $500 or €500 in any one currency within 90 days of activating your Card. ATM transactions do not apply.

1.2. You will be awarded 1 Avios per £2, $2 or €2 spent on your British Airways Prepaid Mastercard.

1.3. Avios are issued and redeemed in accordance to the British Airways Executive Club Terms and Conditions. Detailed information can be found at ba.com/theclubterms.

1.4. You cannot collect Avios on your Card Fee or the following Transactions types:
1.4.1. on any means of digital electronic payment method (including but not limited to Bitcoin or casino money);
1.4.2. on payments of rent for residential or business premises;
1.4.3. on Payments for Court Costs, including Alimony and Child Support;
1.4.4. on Payment of Fines;
1.4.5. on Bail and Bond Payments;
1.4.6. on Tax Payments to the HMRC

1.5. Avios are calculated on the amount of the Transaction and then rounded to the nearest full Avios. For example, if you make a Transaction of £55.99, Avios are earned at the rate of 1 Avios per £2 spend (£55.99 divided by 2 equals 27.99, rounded to the nearest full Avios therefore 28 Avios will accrue).

1.6. The Avios will be debited from your BAEC account for any Transaction using your Card and that you receive a refund for.”

[mzb]

That’s exactly the line I have taken with the agent via email – there’s nothing in the HfP promo T&Cs that disallows certain spend (other than ATM withdrawals). Ironically the payment to the council earned me Avios… Let’s see what happens, the agent referred it to another team.

[xenole]

Can’t say I’ve had any missing Avios from transactions with the card (most issues are with BA and AirBnB where I have a 100% non-tracking / Avios awarded rate)

Do get the occasional time when chip & pin fails to work (especially in Sainsbury petrol stations), but for the most part, it works fine.
If it could update how much is left more rapidly, that would be great. Not always sure quite how much I actually have left on it before and after topping up, and making purchases.

My new card is probably stuck somewhere in Royal Mail limbo.

As for the £2.99 fee, that’s pretty much a case of spending £600 on it to buy 1 Avios at 1p each to “technically break even”.
Takes away the incentive in using it for general spending to be honest. If the cap remains at £2.5k?, which I would never hit unless I decided to buy loads of flights on it, that at least offers something, although there are probably better earning opportunities out there.

[matt w]

I tried to cancel mine today as have had since the summer, and that chat function said “not connected” , so I tried calling and gave up after 30 mins on hold to them on the phone ! Anyone managed to actually cancel their card ?

[xenole]

matt w wrote:

I tried to cancel mine today as have had since the summer, and that chat function said “not connected” , so I tried calling and gave up after 30 mins on hold to them on the phone ! Anyone managed to actually cancel their card ?

Haven’t tried yet, but may do is there is a fee. That’s not been taken as far as I know, and doubtful the card will reach me this year, if ever, as the Royal Mail probably have it in a trash pile somewhere in a yard with rodents, foxes etc. chewing and urinating on it 😉

Last time |I tried the chat, I was number 1 for half an hour and no-one responded. Time before, got through to someone who eventually sorted my issue (usual person in India or wherever reading from a script that was no help, and had to contact others to solve the problem)

[Wally1976]

Yesterday I tried using the chat on the app at about 4pm to cancel the card. Chat just continued to say “Waiting for an agent to connect” until it was after 5pm then it gave me an online form to complete. I filled the form in (even though there weren’t appropriate options in the drop-down menus) and it said I would get a response within 72 hours.

Has anyone had any luck cancelling via this method?

[pelicanicecoffeeolaf]

Chat just immediately told me they have escalated it and the 3000 points I’m still waiting for will arrive in up to 25 working days, so let’s see…