STRAIGHT TO THE POINT

ON NOVEMBER 8, Virgin Money offered new customers who opened a current account that week 15 bottles of wine worth £180. I signed up on November 9 and was told I was eligible, but have since been informed that I don’t qualify because the offer began on November 11.

R. B., via email.

VIRGIN Money has reviewed your complaint and offered you the case of wine as a gesture of goodwill. MY PAYPAL account has been frozen and now I can’t access £150 of credit. It is asking me for further proof of personal ID, but there is a scam doing the rounds asking for the same information and I am uncomfortable handing it out.

D. T., Worthing, W. Sussex.

IT’s sensible to be suspicious, but this was not a scam. PayPal says it must verify a customer’s identity to comply with antimoney laundering rules.

It requests more information when a customer reaches a set limit, or based on activity on their account. The situation has now been resolved.

I BOUGHT a 99p ebook from Amazon almost a year ago but am still being charged £7.99 a month.

D. C., Suffolk.

YOU signed up for Kindle Unlimited by mistake, and as you didn’t cancel after the 30-day free trial you were charged a £7.99 monthly fee. Amazon has now cancelled your subscription and refunded you £87.89 for the 11 months you were charged.

I RECEIVED £225 on a Co-op member’s card when I bought a pre-paid funeral plan in 2016. I only used the card once to buy a small Hoover and still had £184 left. But in November, my balance was zero.

J. K., Manchester.

CO-OP says its terms and conditions state that a member’s card rewards will expire if unused for 12 months, which is standard practice for loyalty programmes. It says it will consider how it can better communicate this to members.