Update: my membership was reactivated as of the 13th but received the notification email on the 16th. I was explained how the T&Cs mention reserving the right to cancel a membership without notice if they cannot charge the membership fee.While I am grateful for the reconsideration of the appeal outcome, I still consider customers should be given at least a chance to rectify something that can easily be just a mistake due to cards expiring, getting lost, stollen etc. I wish customers were treated with a bit more respect without having to resort to Trustpilot review pressure after being “slapped” with frustrating canned responses prior to leaving the review. The customer service is very inconsistent and it continues to remain so.———————————————————I’d give it 1 star for user experience and 4/5 for the actual benefits. However, there is a big service offering gap in order to feel the benefits.Their customer service doesn’t seem to be reading the email enquiries properly very often. In my experience, a back and forth is required before they action it properly. They sometimes claim some weird interpretation of the T&Cs which doesn’t really seem to be supported by the rules.Recently, my membership was cancelled for a very petty reason. The company refuses to send targeted emails, they just send canned emails w.g. “Don’t forget to update your bank details”. I changed my bank in September, I have updated my account details, but forgot to update my card details (now I understand one is used to make payments, and the other to withdraw money). However, the monthly bonus is a strange thing: they charge you £15 but pay you £15 back if you submit a transaction for the monthly bonus, which I have done so on a monthly basis. I don’t think I have been overpaid, so cancelling the membership is just them ticking a thing on the T&C. Apparently, the membership should get suspended after 12 consecutive charging attempts. Well, it’s been only 3 months, so unless they tried to charge me 4 times a month, they couldn’t have reached that threshold.Their email also states customers can contact customer service for support/if they want the membership reinstated. Well, their response is that it’s the customer’s responsibility to know the T&Cs and update the details, the company won’t tell you if they cannot charge you nor that they are cancelling your membership. I found out by trying to log in and being told that my account is no longer active. What they don’t want to recognise is that the issue is at their end. I have received over 4 emails saying that my cashback has been accepted, even though my membership had been suspende! I haven’t received a response whether the processed cashback up to the point of the membership cancellation will be reflected in my account. The only way to benefit from the membership again is to allow for 6 months between cancellation and sign up. I’ll pray for them to improve their atrocious business processes/service the meantime!
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