Team Points/Gold Card / Credit owed to fans?

[KernowHouseClaret]

When the shares were sold back in 2021, we were told 50% of the money would be held against our clarets number as it could be used for online purchases, ticket office purchases etc.
In 2023 we were told the club was changing it's till/EPOS systems and this would no longer be possible, but we could exchange points in advance at the ticket office for concourse purchases.

Over the last month I've been emailing the club asking when this facility would be available again, originally I was told by Theodore Jackson III:
We have liaised with our Retail team regarding your enquiry.
They've informed us that we have not reached a point within our database to apply card points towards online purchases.
We can assure you that there is internal work being done to provide this opportunity in the future.

I replied once again, stating my concern that the club has had long enough to work on such a feature and was disappointed with the response, once again iterating the club were sat on the equivalent of over £500 of my money in unused team points.

Today I received a reply from Dane Wilson, Ticketing Manager:
Unfortunately, there are no plans to add the functionality onto the new ticket site or onto the Clarets Store site, we can however transfer amounts over onto your ticketing account, which will allow you to purchase tickets online using credit. If you would like us to do this, please just get in touch and we can sort this.

So in the space of 3 days we've gone from assuring me work was being done to there are no plans to add this functionality.

I wonder how many fans this affects and how much "credit" the club is sitting on with them not ready being able to access it?

[dsr]

If the contract for the share sale says that the money can be used for online purchases, then they can't legally change stop doing that. If their systems have changed, that's their problem not yours.

Of course, what is legal does not necessarily equate to what they do.

[KernowHouseClaret]

If the contract for the share sale says that the money can be used for online purchases, then they can't legally change stop doing that. If their systems have changed, that's their problem not yours.

Of course, what is legal does not necessarily equate to what they do.

My thoughts exactly

[KernowHouseClaret]

If the contract for the share sale says that the money can be used for online purchases, then they can't legally change stop doing that. If their systems have changed, that's their problem not yours.

Of course, what is legal does not necessarily equate to what they do.

This is what was sent in a letter dated 02 Nov 2021, which we had to sign and return as the form of acceptance and authority:

If you accept the Offer, you will receive for each of your Shares the sum of £849.50 in cash and a
credit in the amount of £849.50 that may be spent with the Club or in the Club shop. Further details of
the credit and how it may be used are set out in the “FAQ” document sent to you by the Company on
15 October 2021

This is what was present in the FAQs as mentioned:

Club Credit:

1) How can I spend the Club credit? This can be used for any purchases at the Club,
which include season tickets, match and away tickets, hospitality, concessions (e.g., in
stadium food and drinks), as well as retail merchandise and other purchases from the
Club shop.
2) Can I use the credit for season tickets? Yes. Credit can be used to purchase
season tickets, or to purchase upgrades to existing ticket packages previously
purchased.
3) Can I buy future season tickets, or tickets for the next few seasons? Yes. The
credit can be designated and used as prepayment for future season tickets and will be
applied toward ticket purchases in each season as tickets become available for sale

This is the change as emailed in Aug 2023:

As you may already be aware, we have made several changes across Turf Moor during the summer. One of these changes has been to partner with the compass group for our catering provision across both hospitality and our concourses. We believe that this move will greatly enhance the matchday experience for all.

One consequence of this move is having to change our till systems, which means you will no longer be able to spend your Goldcard directly at the tills. Instead, you now have the below options:

Hospitality
If you wish to use your Goldcard to pay for your bar bill, we can set up a tab and use the Goldcard to cover the tab at the end of the fixture.

Concourses
You will be able to purchase vouchers from the ticket office to be redeemed at the concourses.

Prices
Premium Beers - £6
Standard Beers - £5
Non-alcoholic drinks (Hot and Cold) - £2.40
Hot Food - £4.20
Snacks - £1.65

You can collect the vouchers from the ticket office beforehand and you will be able to redeem these vouchers directly at the concourse kiosks.

Your current Goldcard balance is....

Seems like they've changed the goalposts for sure

[NewForestClaret]

When this first happened I complained and someone in the shop by the name of Glynn called me. He enabled me to place an order by email including a photo of the card from which they deducted the points. Was also told they were working on making the facility available. Great customer service.

Six months later, May last year, they more or less told me "tough, instore only". Not great customer service.

I've since treated some family and friends to the top of the range hospitality and blew the rest in the shop. It was OK for me as it was always the plan but if not local, as we aren't, then could easily have been stuck with loads of points and not easy to spend them.

[KernowHouseClaret]

When this first happened I complained and someone in the shop by the name of Glynn called me. He enabled me to place an order by email including a photo of the card from which they deducted the points. Was also told they were working on making the facility available. Great customer service.

Six months later, May last year, they more or less told me "tough, instore only". Not great customer service.

I've since treated some family and friends to the top of the range hospitality and blew the rest in the shop. It was OK for me as it was always the plan but if not local, as we aren't, then could easily have been stuck with loads of points and not easy to spend them.

I was told 3 days ago they were still working on making the system available, yet today I received a reply categorically stating it wasn't in their plans, communication as always is somewhat awful at the club

[dsr]

This is what was sent in a letter dated 02 Nov 2021, which we had to sign and return as the form of acceptance and authority:

[I won't quote the whole thing as it's only three posts back]

Seems like they've changed the goalposts for sure

Sounds like they have made it a lot harder to do, but it's still possible. If so, they would be meeting the terms of the contract so there wouldn't be much we could do apart from grumble. (I'm all the happier that I blew the lot on hospitality tickets. Saves worry and hassle!)