On 3 May, I visited Thomas Cook in Southsea to close a euro cash passport card and a $US cash passport and claim the balance.
I was told this was not possible because there was a nationwide error on the Thomas Cook system and was asked to return two days later.
On 5 May, I returned to the same branch and the system was still not working. Two more visits came to nothing, including one when the system appeared to be working and initially money was paid to me. However, at the last minute, I was told there was an error in the system, a receipt could not be printed and I could not have my money.
I also tried to access my funds from an ATM but both cards were refused.
On 9 May, I phoned Thomas Cook. After 45 minutes of talking to advisers who were unable to help, I gave up. I then tried the global complaints department.
I was left on hold for about 15 minutes and, when I finally got through, the call came to nothing.
I then sent an email and, a month later, received a reply accepting that I had a valid complaint.
For my euro cash passport, I was offered a “preferential rate” of 1.2786, free of charge, plus a goodwill gesture of €50.
This I thought reasonable. However, no mention was made of the $US card. I emailed to say I would only consider an offer once it included my $US card. There has been no further response.
I have contacted the Financial Ombudsman, but wonder if the power of the press can speed up closing my two cards and receiving a goodwill gesture to cover the time spent sending emails and making phone calls trying to retrieve my own money! AG, Portsmouth
You wonder rightly. Fear of bad publicity can usually be relied upon to overcome corporate apathy.
The day after I contacted Thomas Cook both your accounts were cashed in at a preferential rate and you were promised £100 in goodwill.
Thomas Cook lays the blame squarely with its affiliate, Mastercard, and makes no mention of its own indifferent customer service. “Our card partner Mastercard has looked into this and made improvements to its internal process,” said a spokesperson enigmatically.
If you need help email Anna Tims at your.problems@observer.co.uk or write to Your Problems, The Observer, Kings Place, 90 York Way, London N1 9GU. Include an address and phone number.
