Be careful how long you keep store cards before using them

NIGEL FORSYTH, of Aberdeen, got a Marks & Spencer gift card, with £150 on it, from his mum as a Christmas gift.

However, Nigel had severe health problems and didn’t manage to get to the shop.

When he tried to redeem the card, he was refused. M&S said the card hadn’t had money paid in or been used to buy anything, for more than two years. Therefore, Nigel’s money was lost. He was aghast. Did this mean his OAP mother’s money, saved from her pension, was gone for ever?

It seemed this was the case. Nigel emailed the office of M&S’s chief executive, outlining the circumstances, but was again told the store’s policy is that if a card isn’t used for two years, M&S keep their customers’ money.

Nigel asked Raw Deal if we could help. We got in touch with M&S, pointing out that retailers such as TK Maxx and IKEA didn’t have time limits on cards.

We also told M&S Ayrshire MP Patricia Gibson is to table a motion at Westminster to pressure the Government into action. Patricia has said: “It is appalling that if gift cards aren’t used by apparently arbitrary dates, stores are not honouring them.”

M&S wouldn’t budge. We told them again how ill Nigel had been.

But M&S is keeping his money.

We pointed out his mum had saved every week from her pension to put money on the card.

M&S is keeping his money.

We pointed out Nigel wasn’t aware of the rule he had to use the card within a certain time. M&S is keeping his money. We asked what happens to the money? Is it just swallowed up into the store’s profits?

M&S said: “Gift cards have expiry dates so retailers can properly account for the spend.”

Which we assumed to mean M&S is keeping his money.

We asked if Nigel paid the costs of the admin required to deal with his case, might he at least get some of his money back? No. M&S is keeping his money. The company said the card had been activated in 2012 and hadn’t been used since. Nigel couldn’t remember when the card was bought or used.

Raw Deal team didn’t think it mattered whether the card was activated five years ago or two years ago. It represented £150 sitting in a bank account. It wasn’t costing anyone to have it there, in fact it was probably earning interest.

Marks & Spencer gave us a statement saying: “M&S gift cards, like most retailers, carry a two year expiry date which is updated with a further two years every time a customer makes a purchase, checks the balance or requests an extension.

“We would always encourage customers to get in touch if there’s an issue relating to any of our products or services and we would, of course, always listen and respond accordingly.”

Raw Deal saw a glimmer of hope. Would M&S “listen and respond accordingly” to Nigel, who lost £150 because he has been very ill?

No. He didn’t inform them within the allotted period. M&S is keeping his money.

Raw Deal warns readers to make sure they spend money they have on gift cards.

Consumers across the UK have lost £900 million because of missed expiry dates over the past three years.

Until the law is changed, and surely it must be, make sure you don’t lose out.

Gift cards have expiry dates so retailers can account for the spend