For seven months, Surwakant (Suru) Patel chased British American Tobacco for £75. It was owed from BAT’s More Together loyalty scheme in which his store, Novelty Newsagents, North London, took part last year.

He signed up to the new programme three months ago and the rep said he could see that he was owed the money and would get it sorted. Nothing happened. Now Suru has a new rep who knew nothing about it. He said he has called head office several times, but no one gets back to him. He told me that he was worried that the credit card that the money should appear on is expiring soon.

I put this to BAT and am pleased to run its response: “Thanks so much for flagging this. Our team spoke to Mr Patel and rectified the situation. The money is on his account and card.”

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