Thanks for the update....very strange, I would say, Serena....if she sorted it out using your husband's security information then your card was live and there should have been something on it. A similar thing happened to my colleague at work whose mother died, and she asked for the points to be transferred to a new card which they did, but then she had to sign up as a member in her own right - a NEW member, so she was not paid any of her mother's points because she was just a new member and could not get an instant payout.

It really would be a waste of time to email them, unless you did so in your husband's name, because they completely refuse to discuss the account with anyone else. I believe, however, you can have an extra person added to your Co-op card so that both of you can earn points on the same card, but you would have to put in the email that you want to do this. I would not let this lie, Serena, because it appears you simply got someone who was incompetent and did not know what she was doing. If she had no information available of your card, how did she access your account using your husband's secret information for security purposes - she ascertained he was a Co-operative member, using that information, otherwise she would have discovered he was not a member and had not paid his £1 membership fee, and could not get a new card. Warning bells!!

You are quite correct in that 14th November was the final payout for this year, but this is only an interim payment and is for the points earned between January and June last year. In June 2012 you will receive the points you earned in June to November this year - odd the way they work, but there you are. You usually get far more in the summer, when it should be the other way around- you need more at Christmas, surely?!

I wish you luck, Serena, but please, don't just leave it there....follow up - be a dog with a bone, and don't let them get away with it. I never do and am always rewarded!!

Dont worry, i will e-mail them and ask a few questions while my husband is next to me he is not very confident on the computer you see, otherwise he would have contacted them himself. If he receives any phone calls from them, he will know what they are talking about.

Good idea, Serena, I hope you get a good result, keep me posted!