East Coast Trains Reward points vanished

[Mojo]

I made my first booking through the East Coast Trains website on July 31st 2011, so bearing in mind the 2-year limit I went on my account today and found that some of my points has vanished.

It says that I have 226 "Current Points Available" but when I select "Recent Activity" and then "All," the points awarded column says 100, 28, 17, 14, 23, 28, 17, 19, 8, 23 and 49; which by my calculations equals 326. An Email I got from East Coast Trains on June 28th had this amount shown.

In the "Points that expire in 30 days or less" it says 0 which is clearly incorrect as my first 100 points were awarded in July 2011 so will expire in less than 30 days.

Has this happened to anyone else?

 

[googolplex]

I've just checked and it looks like my first 100 points (from 27/7/2011) aren't showing in the total either, and I have 0 points in the "expiring soon" section.

 

[scottishchris]

Same happened to me, so I emailed East Coast.
The reply I got was along the lines of "what are talking about, they're still there!"
Checked back on the site and they'd still disappeared.
I didn't take it any further, I'll just see what happens when I try to use them.

 

[ModernRailways]

I've got the same problem. Gave East Coast web team a ring and they told me that it was showing on my account as me still having them, I asked if they could test from a customer perspective and low and behold my points weren't showing. I was then told 'They will look into it.'

 

[trentside]

Mine seem to be showing correctly, though some of my earlier points were due to expire and not shown in the 'Points due to expire' section. To be on the safe side, I've now spent my earliest points - as I don't fancy losing them.

Hope people are able to get this resolved!

 

[pjnathanail]

Stupid question, but when you spend points does it automatically take the earliest ones or do you have to choose it somewhere?

 

[scottishchris]

That's them back!

 

[DaveNewcastle]

Stupid question, but when you spend points does it automatically take the earliest ones or do you have to choose it somewhere?

"It" (the EC software) appears to use the oldest 'points' in accounts when transferring their value into payment for free tickets. I will guess that the same process is used when transferring their value into any other redemption (and would be very surprised if this wasn't how the system operated for all types of points transfer).

 

[Mojo]

Yes mine are all showing correctly now; I'm shown as having 360 current points (I spent £34 since I made the original post) with 100 expiring soon!

 

[DaveNewcastle]

Quite unexpectedly, all my points have dissapeared between Thursday evening (25/7/13) and today.

Also, when attempting to access the Rewards section of my account, I am being asked to confirm a personal details form as a new 'member' : "Register to join East Coast Rewards".

(This situation is independent of my choice of client, platform or location).

 

[HST Power]

Just logged in to check mine, they are all intact!

 

[Grizzly]

Quite unexpectedly, all my points have dissapeared between Thursday evening (25/7/13) and today.

Also, when attempting to access the Rewards section of my account, I am being asked to confirm a personal details form as a new 'member' : "Register to join East Coast Rewards".

(This situation is independent of my choice of client, platform or location).

Something similar happened to me a few months ago - I contacted their web support team and was told that my account was inactive and that I should go to account settings and tick the box to agree to receive marketing emails. This worked - my points were restored.

 

[yorkie]

Each time you book, there is a tickbox to receive marketing emails. Is it possible that box has been unticked?

 

[DaveNewcastle]

Quite unexpectedly, all my points have dissapeared between Thursday evening (25/7/13) and today.

And today (Monday), they have reappeared (plus another hundred or so I earned over the weekend).

Its an unexplained mystery - the marketing tick box didn't need to be ticked - they just appeared as soon as I logged in.

 

[ModernRailways]

I have the same, sometimes logging out and logging back in fixes it. Other occasions it's just a case of waiting.

Good to see there back though!

 

[shinkansen1966]

I've been having issues with collecting and viewing East Coast rewards.

Sometimes, it says '0' East Coast Rewards points. To correct this, you have to make sure you select "Please untick if you do not wish to receive these communications. You will always have the opportunity to unsubscribe." During this time, I didn't collect any EC rewards points for my qualifying purchases.

I've emailed EC requesting that the missing points be added to my account.

 

[BillyBoy]

I've been having issues with collecting and viewing East Coast rewards.

Sometimes, it says '0' East Coast Rewards points. To correct this, you have to make sure you select "Please untick if you do not wish to receive these communications. You will always have the opportunity to unsubscribe." During this time, I didn't collect any EC rewards points for my qualifying purchases.

I've emailed EC requesting that the missing points be added to my account.

Exactly the same here. When I phoned EC they said I must have unknowingly opted out of receiving marketing communications at some point. I know that I didn't. Seems to me they've made a change to their systems which has unticked the communications option for some people. And, as we're finding, while it's unknowingly unticked, we don't get credited with any points collected. Very poor show.

 

[Searle]

I got that as well, and sorted it after phoning them. I'm glad I decided not to buy any tickets while it was happening though!