Co-Op/Britannia £100 infinity switching incentive - non payment. Who to pursue?

Nine_Lives

Basically my brother & i went through the Britannia infinity site that was linked on here for the £100 switching incentive. I'm 99.9% sure we did it on the same day. If we didn't then my brother did it the following day for sure.

We both switched over a minimum of 2 D/Ds or SOs which were active.
We both credited the account with a minimum of £800 each month.

Criteria met.

I get paid the £100 incentive on 16th May.

My brother calls up on Tues 22nd May to explain he's still not received it, yet i have (we know they can't discuss my account obviously). They say it's due on the account & if not in there by Friday then call back & they'll put it in.

It's not there, so he calls on Saturday & gets a chap who asks about the incentive - where it was seen, how he applied. Saw it online on the Britannia website & applied through that, meeting the criteria.

They tell him he'll have to pursue Britannia for it then (passing book?).
They explained that his switching was finalised on 10th Feb (he applied in January) & that if it's anything like the one they (Co-Op) offered (i assume the £200 switch) then it'd paid in the 4th month following the finalised switch (so from 10th June in my brothers case).

When he told me this i found this strange - as i said, we applied either same day or at least within a day of each other & i've been paid out already, yet he MAY have to wait another month?

Sounds to me like they're trying to pass it off so they don't have to deal with it. You can see what's happening though - the £100 offer was on the Britannia site, so Co Op are saying it's their fault, yet the card is stamped as Co Op & the account is run through the Co Op website so Britannia will say deal with Co Op. Joy.

Advice please?

Gromitt

Did you both click on the exact same link?

When I got the £200, I was sent a letter saying I was eligible as long as I paid in £800/month for at least 3 months. I'd assume the £100 offer was the same.

Nine_Lives

Gromitt wrote: »

Did you both click on the exact same link?

Aye we certainly did http://www.britannia.co.uk/_site/microsite/affinity/current-account/current-account-plus/index.html#affinity=scfc which now seems to be offering only £50 but it was £100 when we joined.

When I got the £200, I was sent a letter saying I was eligible as long as I paid in £800/month for at least 3 months. I'd assume the £100 offer was the same.

Neither of us received any letter mentioning the £100 incentive & we've both received the same paperwork for the account & always on the same day.

I could accept the chaps (Fridays guy) response - if i hadn't already been paid out, but if i'm eligible, then surely my brother should be?! I know he's paid in £800 minimum per month (because i've deposited the money each month) & i know he switched a minimum of 2 DDs or SOs because i've seen it & seen them active.

I guess if neither will accept responsibility then the only option remaining is a complaint, but then it'd be who to blame.

Saints2011

I had the same problem as your brother about five phone calls later it got paid - the offer is still running.

The last person I spoke to had to refer it to a particular department.

Nine_Lives

I've done a google search & found one link that didn't really apply & another which didn't work.

Basically what i'm looking for is a complaints department for the Co Op - to write to. Any idea?

He'll try again tomorrow on the phone but if he gets no joy then he wants to get on to the complaints department as he doesn't want to waste time going round the houses.

callum9999

K_P83 wrote: »

I've done a google search & found one link that didn't really apply & another which didn't work.

Basically what i'm looking for is a complaints department for the Co Op - to write to. Any idea?

He'll try again tomorrow on the phone but if he gets no joy then he wants to get on to the complaints department as he doesn't want to waste time going round the houses.

There's no point going through the complaints department if you haven't gone through customer service as far as you can go yet.

Maybe his account switch was finalised after yours? Just because you applied on the same day, doesn't mean they were finalised on the same day. I'd personally just call them back tomorrow and see if you have more luck with someone else. You said someone before confirmed the payment is due (presumably as in they can see it, not just listening to you and saying you should get it based on what you told them?) - tell them someone before has confirmed you were meant to receive it last week and see where that gets you.

YorkshireBoy

K_P83 wrote: »

I've done a google search & found one link that didn't really apply & another which didn't work.

Basically what i'm looking for is a complaints department for the Co Op - to write to. Any idea?

A google search?...why?

I've just gone to the Co-op website, clicked 'contact us', and seen (on the left hand side of the page) a link entitled "complaints". If you click it here's what you get...

http://www.co-operativebank.co.uk/servlet/Satellite/1193206377317,CFSweb/Page/CFSCtplStandard?WT.svl=nav3

...including an address for writing to them.

Nine_Lives

Thanks YB.

I just googled because when you ask a question, folk say why don't you google it :rotfl:So i thought i would.

Anyway, the number they gave him to call don't have the best of opening hours to tie in with his working hours.

"but they get a break" is the classic.

Yes, and they can really afford to be spending their entire break on hold & not getting any dinner that day.

He'll try co-op once more tomorrow before firing off a complaint to see if that speeds things up.