nectar.com

I’ve had one of the worst customer service experiences I’ve ever encountered with Nectar. On 19 Mar

I’ve had one of the worst customer service experiences I’ve ever encountered with Nectar.

On 19 March, I updated my login password and saved it on my phone. Shortly after, I tried to manually link my British Airways Avios account, but it wouldn’t work. I contacted customer support and they managed to link it for me.

However, on 20 March, after updating the app, I was suddenly logged out. When I tried to sign back in, my password was no longer accepted. When I attempted to reset it, I was told my account was locked.

I contacted customer support again and was told that the only solution was to transfer my account to a new account number. I questioned why this was necessary, but was assured that this was the only fix and that a new card would be sent to me.

After waiting a week without receiving anything, I contacted them again. After the Easter holiday, I finally received not one, but two cards — both with my old account number, which completely defeated the purpose.

I then spent another two hours with customer support, who admitted the cards had been sent incorrectly and told me to wait another 5–10 days for a new one.

When the new card finally arrived, I again spent hours with support following their instructions. I was specifically told to register a new account (not sign in). However, when I attempted to register, the system immediately told me an account already existed and redirected me to log in — which I still cannot do because my password cannot be reset due to the account being locked.

To make matters worse, support escalated the issue to IT and even asked for my IP address, which is completely irrelevant. I have already tried multiple devices, Wi-Fi networks, and mobile data, and the issue persists.

Now I am being told to wait up to 28 days for a resolution.

This is unacceptable. A simple account access issue has dragged on for weeks with no solution. The system is clearly broken, and the support team appears disorganised, inconsistent, and unable to resolve even basic problems.

I also attempted to create a new Nectar account with a different email to link my Avios account, but was told this is not possible due to the email mismatch. When I asked for help, I was simply told to contact British Airways instead, with no effort to understand or resolve the situation.

Overall, this has been an incredibly frustrating experience. Nectar’s system and customer support are among the most unhelpful and least customer-focused I have ever dealt with.

Date of experience: Apr 17, 2026