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Co-op / Smile screw up .. what to do?
Tirian
Posts: 996 Forumite
So it's like this: I have a bank account and a credit card with the Co-Operative Bank, and a separate bank account with Smile (basically another brand of the Co-Operative bank).
Having had a direct debit to pay the minimum charge on my credit card for a while from the Co-Op bank account, I decided to change my budgeting a little, and instead set up a direct debit to pay the full balance, from my Smile account. So far so simple, right?
But after setting up the direct debit, I checked my list of direct debits in my online banking at Smile and it wasn't on there. So I rang to check that it was definitely set up, because I had a big bill coming up (work expenses etc.) - about £1000. The guy said it was definitely set up, but it wouldn't show on my list of DDs because, as it was to pay off a Co-op Bank product, the transfer was done internally and not through the main direct debit system (to save Co-op Bank a few pennies).
I said I wasn't happy with this, because I wanted to be able to see the direct debits set up on my account. He assured me that it was definitely set up and said there was no way of making this particular DD appear on the list, it just wasn't possible. He said he would make a note on the system that he had told me all of this, and that if there was any problem at all then they would cover any and all costs incurred.
Well, can you guess what happened? The direct debit instruction was issued on the payment date - but was rejected. Why? Because, as I found out when I called in today - for heaven knows what reason - the DD had been set up with completely the wrong account details!!! In fact it had been set up with details of an account that doesn't even exist.
Thankfully the note was on the system, and they agreed immediately to refund any costs incurred from this - and then tried to assure me again that this time the DD would be set up properly. I replied that this was exactly what I was told last time, and that the only way I would be happy is for the DD to be set up so that it appears in my list of DDs in the online banking service, just like every other DD I have does - but they continued to insist that this absolutely could not be done. I said this was ridiculous, and why was it that they can set it up for DDs on products and services from any other company to appear in my online banking list, but not for a DD for one of their own products. Why on earth should I get a lesser service for using one of their products rather than someone else's?
Got me nowhere at all - they just insisted it couldn't be done. I ended the conversation by saying that if this was the case then they could forget about me using their credit card ever again. I will just use one of the other credit cards I have, for which I can set up a direct debit which will appear in my online banking list.
So ... the question is this:
Do I :
(a) stop using the Co-Op credit card, even though it donates money to charity when I spend on it, but carry on using the Co-Op & Smile bank accounts
(b) Ditch them all, because they're a bunch of brainless incompetents who would rather save a few pennies on a Direct Debit mandate than keep a long-standing (10 years) and loyal customer
(c) Grit my teeth and carry on using both, because all the other banks are just as bad
Having had a direct debit to pay the minimum charge on my credit card for a while from the Co-Op bank account, I decided to change my budgeting a little, and instead set up a direct debit to pay the full balance, from my Smile account. So far so simple, right?
But after setting up the direct debit, I checked my list of direct debits in my online banking at Smile and it wasn't on there. So I rang to check that it was definitely set up, because I had a big bill coming up (work expenses etc.) - about £1000. The guy said it was definitely set up, but it wouldn't show on my list of DDs because, as it was to pay off a Co-op Bank product, the transfer was done internally and not through the main direct debit system (to save Co-op Bank a few pennies).
I said I wasn't happy with this, because I wanted to be able to see the direct debits set up on my account. He assured me that it was definitely set up and said there was no way of making this particular DD appear on the list, it just wasn't possible. He said he would make a note on the system that he had told me all of this, and that if there was any problem at all then they would cover any and all costs incurred.
Well, can you guess what happened? The direct debit instruction was issued on the payment date - but was rejected. Why? Because, as I found out when I called in today - for heaven knows what reason - the DD had been set up with completely the wrong account details!!! In fact it had been set up with details of an account that doesn't even exist.
Thankfully the note was on the system, and they agreed immediately to refund any costs incurred from this - and then tried to assure me again that this time the DD would be set up properly. I replied that this was exactly what I was told last time, and that the only way I would be happy is for the DD to be set up so that it appears in my list of DDs in the online banking service, just like every other DD I have does - but they continued to insist that this absolutely could not be done. I said this was ridiculous, and why was it that they can set it up for DDs on products and services from any other company to appear in my online banking list, but not for a DD for one of their own products. Why on earth should I get a lesser service for using one of their products rather than someone else's?
Got me nowhere at all - they just insisted it couldn't be done. I ended the conversation by saying that if this was the case then they could forget about me using their credit card ever again. I will just use one of the other credit cards I have, for which I can set up a direct debit which will appear in my online banking list.
So ... the question is this:
Do I :
(a) stop using the Co-Op credit card, even though it donates money to charity when I spend on it, but carry on using the Co-Op & Smile bank accounts
(b) Ditch them all, because they're a bunch of brainless incompetents who would rather save a few pennies on a Direct Debit mandate than keep a long-standing (10 years) and loyal customer
(c) Grit my teeth and carry on using both, because all the other banks are just as bad
For where your treasure is, there will your heart be also ...
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Comments
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I think it's (c).
Banks are run by humans, and they make mistakes. Internal co-op DD's to their credit cards have never shown on the list of DD's in internet banking, so there's no way of checking.
At least the bank has (a) admitted it was their fault (b) apologised for a royal balls up and (c) put you back in the same position you were before it all happened.
All the banks are as bad as each other, but I must admit that Smile and the Co-op are the best of a bad bunch, even though their products haven't kept up with the competition.43580 -
I have to say I agree with Hazzanet. I bank with Smile and it's just the best customer service I've ever had from a bank. Yes, they made a mistake, but they have admitted it and refunded you without a problem.
I personally think they are the best of the bunch, I can understand your frustration at not being able to see the DD, but presumably you know the date the payment is set to leave your account? Just keep a record of it yourself and provided they have the account details right now, it seems like you're pretty safe.April £10 a day challenge £321.85/£300 May £10 a day challenge £136.93/£310 July £20 a day challenge £530.57/£6200 -
I have been with smile for ever and they are a fantastic bank. I also run microsoft money and keep a personal track of everything, so I know when money is going in and out. Smile is my homepage and I logon daily. I can see exactly how much is owed on my coop cc and I make sure I pay it off before the due date. I set up a `pay bills` facility to do this and tested it with a £1 eg I paid my cc off today, before I have even had the online statement. I use the cc for internet shopping and for the added security so paying early makes no difference to me
like post 2 said, sometimes humans make mistakes and any mistake has been immediately rectified0 -
Banks are run by humans, and they make mistakes.
Indeed. However to balls it up even when I have specifically called to check that everything is OK, and asked them to verify that it was indeed set up properly seems particularly poor.Internal co-op DD's to their credit cards have never shown on the list of DD's in internet banking, so there's no way of checking.
I do not accept 'it's always been like that' as a valid reason for anything. There is no reason why Co-Op shouldn't be able to make them appear on the online banking - even if it is an special separate section. And at least that way I would be able to know that it had been set up properly on the right account! (as I told the CS rep I spoke to).At least the bank has (a) admitted it was their fault (b) apologised for a royal balls up and (c) put you back in the same position you were before it all happened.
Well, they have promised to - but my confidence in their ability to deliver what they promise is rather low at the moment. We shall see. I am kind of anticipating further problems, as the full payment was not made by the due date and so will probably incur interest. My hopes are not high that they will manage to resolve this without further intervention from me, but we shall see.
Overall, I am pretty irritated that my attempt to make a fairly simple arrangement to reduce the amount of time I have to spend administering my bank account has resulted in a considerable increase in the amount of time I am having to spend on it ...For where your treasure is, there will your heart be also ...0 -
Overall, I am pretty irritated that my attempt to make a fairly simple arrangement to reduce the amount of time I have to spend administering my bank account has resulted in a considerable increase in the amount of time I am having to spend on it ...
Well, then change banks! That will even take more of your time.0 -
Not really. I am starting a new job in two weeks. It would be the easiest thing in the world to set up a new bank account and get my new salary paid into that. In fact I am currently opening a First Direct account to get their £100 offer, so it is rather tempting to just switch everything to that.
In any case, I have written a letter to both Co-Op and Smile customer services. I have decided to ditch the credit card and hang on to the bank accounts for the moment. If Co-Op want to penalise me with a lower level of service for using their own financial products than that which I get when I use a competitor's financial products then I don't see why I wouldn't go with the competitor. Which I have told them in the letter.For where your treasure is, there will your heart be also ...0 -
(a) stop using the Co-Op credit card, even though it donates money to charity when I spend on it, but carry on using the Co-Op & Smile bank accounts
Looks like they contribute 0.25%?
That's extremely mean considering that it's a tax write-off for them. 0.5% is what they pay to consumers.
Get a better credit card, you should be able to find 1%, and set up a direct debit to your chosen charity based on your average spending * 1%.(b) Ditch them all, because they're a bunch of brainless incompetents who would rather save a few pennies on a Direct Debit mandate than keep a long-standing (10 years) and loyal customer
(c) Grit my teeth and carry on using both, because all the other banks are just as bad
Hmm, I think some banks are making more effort on customer service.
I remember going into Lloyds a while back and a potential customer was asking about whether they had Indian call centres, they admitted they did, the customer walked out. They have now ditched it, all in the UK now.
And of course if you need to get more than £250 in a hurry there's branches of Lloyds in every town, rather than the tiny handful of Co-op bank branches.0 -
I can get cash out of my smile account anywhere. They use link0
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Between my Smile current account, Co-Op current account and Smile Savings account I can have £750 out of any cash machine if I needed it. Not that I have any idea what I would be doing that would require that much cash. I don't think I've ever taken the max out of one account, let alone all three.For where your treasure is, there will your heart be also ...0
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