Losing trust in a national treasure

I am at the end of my tether with the National Trust. I have an annual direct debit arrangement to provide membership to my mother-in-law. In November I asked when the new membership card would be sent out, as I wanted to give it as a Christmas gift. I was told it would be sent at the beginning of December and the direct debit payment was taken out of my account. The card did not arrive in time for Christmas and has still not arrived, despite repeated assurances during my seven subsequent phone conversations with the National Trust. We have been told there is a computer problem, but this is not acceptable. KJ , Norwich • Dear oh dear, this is not a good winter for the nation's favourite guardian of crumbly buildings. Yours was one of two emails relating to the National Trust we received in the same week, which set alarm bells ringing. LB in Surrey had her annual membership debited from her account twice, and spent weeks trying to get it back. And, it turns out, there are many more disgruntled members. The organisation has had "some bedding-in problems" while updating its main computer records system. It has 3.73 million members and says that some have been affected. It admits that its service to you and your mother-in-law has been "well below an acceptable level" and has now posted the membership card, provided you with a partial refund for the months you were without it, and has contacted you directly to apologise, which you are happy with. Meanwhile, its computer problems rumble on, though it says it is doing its best to fix them. Other members having problems should contact its membership department on 0844 800 1895. Can we help? If you've got a problem you would like us to investigate you can contact us by emailing [email protected] , or writing to Bachelor and Brignall, Money, The Guardian, 90 York Way, London N1 9GU. Please include a daytime phone number.