Problems upgrading to DC Gold
 

Before you read this – I do honestly like bmi and normally the DC staff are very helpful but ...

Since taking a return trip with bmi (MAN-LAS) in October my partner accumulated enough miles to upgrade to Gold. After many phone calls to DC the US trip’s miles were credited (27 Nov) but the account sat at a new membership year showing Jan 2001 to Dec 2001. No Gold card was received.

Since then he has made 7 phone calls, lasting about 3 hours, over the last 7 weeks. He has been apologised to, promised for resolution within 2 days, 14 days, a week, etc, again and again, and even had an agreement to his request that the Gold start date should be when he receives the card.

Only as of this week does the online account show Gold but the start date is 27 Nov. He phoned on Tuesday last and was told that this would change within 1 – 2 days, but NO! Still no card either.

When he asked for a complaints address a few weeks ago they tried to dissuade him, wouldn’t give him one over the phone, but eventually said it was on the website. We can’t find one.
Can anyone advise what to do next?

Send an e-mail (maybe worth saying Attention: Joanna) to diamond DOT club AT flybmi DOT com

Yes, just as stevenshev say, email Joanna and let her know quietly what has happened - she is the one who sorts such things out and you'll find her very easy to deal with.

And welcome to FT, StormBel, whataboutye! ^

Thanks
 

Many thanks Gold Circle and Stephenshev
It's good to be onboard.

The Gold card arrived today with a letter dated 12 Jan but the expiry date is end Jan 2010 (the 2 months extra for a Nov 08-09 membership year) and the account online still incorrect. At least the card can be used for the next domestic flight in January!
I am a lowly Silver but we have Oslo, Stockholm, Moscow, a star alliance World Trip and 2 trips to London to try and get me to Gold this year. (By my calculation I'll still be 3000 short :( )
I have been avidly reading the posts here for months and you do a great job.

Well I'd recommend an MR at the end of the year if you are only 3k short.

For those that are interested (!!!) My partner emailed FAO Joanna and very simply and politely asked if she could help. I had hoped for at least an acknowledgement within a few days but no email, no change to the dates for membership so far. I know I should be patient but it would be nice to know the mail has, at least been read.

Sadly Joanna is just one person (sadly bmi only has her to amswer and action their DC email address) therefore you should allow 1-3 weeks for a response. She will get to it!

Also be aware that as the only person, she sometimes only has the time to fix the issue rather than reply. :)