Anyone *NOT* got their Icesave/FSCS email?

Keep_Smiling_2

Re: FSCS "Customer Relations" Department
This afternoon I had a 35 minute conversation with Tom Sheffield who is the Assistant Manager of the above. I explained that I was one of the hapless people who had not receive the first email and how I eventually changed my email address on the Icesave account to one that would not filter out their emails.

After a length discussion it became clear that he did not understand technical matters to do with emails and eventually he admitted this. he said that as I have changed email addresses I should email enqueries@fscs.org.uk stating the change in my address (specifying both the old and new addresses). He claimed this would be sufficient for them to verify that I was an authentic customer when they rechecked against the database held by the Newcastle BS.

That sounded reasonable until he added that I should watch out for new postings on the FSCS website about people in my situation and follow the advice given there. I pointed out:
(a) that if the advice he had just given was sufficient to secure my second email why would I need to follow further steps being posted later
(b) in my opinion, the website has up till now been inadequate. It has given insufficient, unclear and frequently ambiguous information. I said that with IT matters such as these advice and instructions needed to be very precise.

Needless to say Mr Sheffield did nort appreciate my comments and started to stone wall saying there was nothing else to discuss. I said that I did not expect him to be a technical specialist but a decent Customer Relations practitioner would either offer to ask a technical specialist what I should do or get a technical specialist to phone me direct. He declined to do either!!

Earlier I had asked him whether it would be possible to post on each Icesave account a simple message saying that our responce to the first email had been registered successfully and we are now in the queue for the second email. This suggestion fell on deaf ears.

I ascertained from Mr Sheffield that his boss is Clair Griffiths (Head of Customer Relations Group at FSCS). I actually think I wont bother with her and will next contact my MP.

I wonder if these quangos will ever learn the true meaning of good customer relations.
:hello:

grnglide

So we all know that the attempted change of email address wont work! All you can do is keep trying the web site until it is prepared to pay you. The emails are a mere distraction.

It is too late now for them to change the website and, in fairness, would not have been straightforward.

It comes as no surprise that the FSCS doesnt understand the technical processes of what is being done for them but, in fairness they have had a system lashed up in minimal time to pay people back - normally you would wait months for this.

We should all have had money in Kaupthing Edge or Heritable Bank - most of them didnt have to wait at all. Presumably they couldnt find anyone to take on IceSave.

Arandorastar

grnglide wrote: »

So we all know that the attempted change of email address wont work! All you can do is keep trying the web site until it is prepared to pay you. The emails are a mere distraction.

It is too late now for them to change the website and, in fairness, would not have been straightforward.

It comes as no surprise that the FSCS doesnt understand the technical processes of what is being done for them but, in fairness they have had a system lashed up in minimal time to pay people back - normally you would wait months for this.

We should all have had money in Kaupthing Edge or Heritable Bank - most of them didnt have to wait at all. Presumably they couldnt find anyone to take on IceSave.

To confuse matters even further I have just received an Email from TalkTalk Customer Relations who recommended setting up an alternative Email Account, contrary to what has been said elsewhere. I have replied asking whether the FSCS had approved or were even aware of this suggestion as it has caused the previously established process to be disrupted. The Email left me with the suspicion/fear that although I have received the first Email, my second may be stopped by the TalkTalk spam filters. :mad: :mad: :mad:

agonyaunt

Keep_Smiling wrote: »

Re: FSCS "Customer Relations" Department
This afternoon I had a 35 minute conversation with Tom Sheffield who is the Assistant Manager of the above. I explained that I was one of the hapless people who had not receive the first email and how I eventually changed my email address on the Icesave account to one that would not filter out their emails.

After a length discussion it became clear that he did not understand technical matters to do with emails and eventually he admitted this. he said that as I have changed email addresses I should email enqueries@fscs.org.uk stating the change in my address (specifying both the old and new addresses). He claimed this would be sufficient for them to verify that I was an authentic customer when they rechecked against the database held by the Newcastle BS.

That sounded reasonable until he added that I should watch out for new postings on the FSCS website about people in my situation and follow the advice given there. I pointed out:
(a) that if the advice he had just given was sufficient to secure my second email why would I need to follow further steps being posted later
(b) in my opinion, the website has up till now been inadequate. It has given insufficient, unclear and frequently ambiguous information. I said that with IT matters such as these advice and instructions needed to be very precise.

Needless to say Mr Sheffield did nort appreciate my comments and started to stone wall saying there was nothing else to discuss. I said that I did not expect him to be a technical specialist but a decent Customer Relations practitioner would either offer to ask a technical specialist what I should do or get a technical specialist to phone me direct. He declined to do either!!

Earlier I had asked him whether it would be possible to post on each Icesave account a simple message saying that our responce to the first email had been registered successfully and we are now in the queue for the second email. This suggestion fell on deaf ears.

I ascertained from Mr Sheffield that his boss is Clair Griffiths (Head of Customer Relations Group at FSCS). I actually think I wont bother with her and will next contact my MP.

I wonder if these quangos will ever learn the true meaning of good customer relations.
:hello:

Got exactly the same response yesterday, stonewalled.They don't understand what customer service or relations means! The problem is I think is that they think they are untouchable. Best of luck with your MP I don't think they are any better. Money/wages gauranteed at the end of the week or month come what may.

Arandorastar

Having queried with TalkTalk whether FSCS was aware of their encouragement to use an alternative Email address, I reeceived this reply:
"Thank you for the update.
We have since been advised by the FSCS that using a different email will cause them issues, so we have withdrawn this as a resolution and are no longer advising this to customers still affected by this issue.
The spam filters have been adjusted so this should be clear now."

Right hand, left hand springs to mind!:mad:

agonyaunt

Arandorastar wrote: »

Having queried with TalkTalk whether FSCS was aware of their encouragement to use an alternative Email address, I reeceived this reply:
"Thank you for the update.
We have since been advised by the FSCS that using a different email will cause them issues, so we have withdrawn this as a resolution and are no longer advising this to customers still affected by this issue.
The spam filters have been adjusted so this should be clear now."

Right hand, left hand springs to mind!:mad:

Quite agree. See the update on FSCS website. Right hand Left hand springs to mind again.

grnglide

On the 19th November the FSCS posted a new announcement of their website which include new information about what do do if you havent received the first email. Unfortunately it is hidden in a link on the main page.

For those still waiting the new instructions are here http://www.fscs.org.uk/consumer/Icesave_form/ .

Crucially it now says that you can change your email address on the website (to a hotmail or google mail account if necessary) and provides a contact link at the bottom of the screen.

So - if anyone is still waiting or is unsure ......

Keep_Smiling_2

In case anyone is, like me, still waiting for their second email and wondering if the change of email can work here is the copy of a letter I have just received from my MP:
Many thanks for your email of the 18th November setting out the problems you are having with the Financial Services Compensation Scheme (FSCS). My secretary, Claire, has also briefed me on her telephone conversation with you.

I am very worried to learn about the difficulties caused by the FSCS using a private email company to send out emails to Icesave Account holders giving information about the way in which they can retrieve their savings. (I Highlighted the problem of emails being filtered out as spam.)

I am passing your email on to Loretta Minghella, Chief Executive of the FSCS to draw this very serious matter to her attention.

Additionally, I am asking her to confirm that your new email address has now been recorded correctly and that you will receive the second email in due course.

I am stressing the urgency of this matter to Ms Minghella and asking her to respond to me as soon as she has been able to make the necessary enquiries regarding your contact details.

Although the FSCS is independent of Government, I am also drawing the issues you have raised to the attention of the Chancellor of the Exchequer.

Thank you for bringing this matter to my attention.
Kind regards
Theresa Villiers MP