The Change Group - currency exchange

JonathanB

Has anyone else had trouble ordering from The Change Group (as found on the Cheap Travel Money search)? My girlfriend has been trying this morning and keeps having her card declined (even after confirming with her bank after the first time). We're wondering if it's due to the payment system not having the "Miss" option for her title (we tried it with "Ms." instead).

Interestingly on the second attempt the site has registered the order, even though the card got declined...

JonathanB

Interestingly in emailing them on the address they give to sort out any issues ( [EMAIL="tmocs@changegroup.co.uk"]tmocs@changegroup.co.uk [/EMAIL]), we have just received a delivery failure message...

And their answerphone message doesn't sound the most professional with a large "erm" in the middle of it!

_pale_

whatusername

They offer decent rates, very strange if this is their level of service.

JonathanB

We managed to use their contact form to ask for confirmation of what had happened, but no reply from them today. Also on ringing them up, the phone just rang out with no answer. Very odd.

headpin

I have used them at Luton. They won the franchise from Travelex. I order on line and pick up at airport and they match rates (in fact when I ordered Euros in February they had by far the best rate anyway - and I always shop around).

All I can say is I had excellent service from them and a great rate. They even phoned the day before to confirm everything.

JonathanB

The Change Group have replied to me today and have made changes as a result of my comments on this forum. Their reply was extremely helpful and detailed that they were having a few issues at the time. I would certainly consider using them in the future.

The_Change_Group

Dear Jonathan,

Thank you so much for your patience and I am glad we were able to resolve the situation you unfortunately encountered, using our Online Travel Money service. We don't like seeing issues like yours occurring (and they don’t often happen). I can only apologise again for the inconvenience cause. We are genuinely committed to keeping our customers happy, so I am glad all was resolved and that you are now happy.

Thanks again for using our service.

Kind regards,

The Management team at The Change Group

Brummie_2010

JohnathanB....Were there any hidden charges and how long did it take for the money to be delivered? We going in two weeks !

Thanks

Eiteews

I bought from them a couple of times in the past month... had to send in photocopy of passport and utility bill but once verified was posted by Special Delivery next day within short time of verification. Would happily use again.

As far as I remember as long as you pay by Faster Payment the price you see on the calculator is the price you pay including postage but there were no hidden charges.

Quite annoyed now at the rate of improvement on the Euro - just missed the better peak by a day... oh well!

curlystraw

I ordered money with The Change Group online to pick up from Glasgow Prestwick Airport at the end of May and when I arrived with my confirmation print out, they told me they had no record of my collection - regardless of my print out.

They had already taken £400 out of my bank account. After I got very upset the girl made a call to one Manager who said there was nothing they could do. After a bit more rage on my part, the girl phoned a higher ranking manager but still no luck. A friend of mine let me log into my online banking through their phone to prove that they did take the money, and only then did they actually give me my currency. It was an extremely upsetting and stressful experience. My plane was boarding by the time I got through to departures.

I'm definitely getting an internet phone now!

babyfruitella

I've used the change group before, & had no problems. The currency arrives next day as promised. I was stung in the collapse of Crown Currency so i'm very wary who I use now, and I highly recommend them!