I have a Polestar 2 electric car. Shortly after its launch, because of a number of software glitches, the company gave owners a £450 credit for use on BP Pulse public chargers.

BP operates a membership scheme where you pay a monthly fee and obtain a lower charging cost. Alternatively, non-members can use chargers on a pay-as-you-go (PAYG) basis, at a higher cost. The Polestar offer also gave 12 months’ free membership.

When my membership expired in January, my remaining balance should have been transferred to a PAYG credit and, based on posts in the Polestar forum, this is what happened to others.

However, the first time I used a charger as a non-member, I was told I needed to add £5 minimum credit to my account, the balance being zero. The BP Pulse app showed zero, too.

I emailed BP at the end of January to try to sort this out and followed up with a call in February. It told me the issue needed to be escalated to management and that, after four weeks, the balance would be transferred to PAYG or refunded.

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Despite sending three reminder emails I have since been completely ignored by BP.

NC, Redditch

For a company with “pulse” in its name, it has been hard to find one. It has taken me more than a month to resolve this relatively straightforward issue, which means it is nearly six months since you first contacted the company.

BP Pulse gave no reason for the hold-up, but has credited the missing £175 to your PAYG account. It has also given you an extra £50 as a goodwill gesture.

You don’t think this would have been resolved without our help, and say BP needs to work on its customer support. We agree.

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