Co-operative Bank and Smile switching to 0844 numbers

SpanishBlue

Up until a couple of weeks ago, I noticed that when calling Co-op armchair banking on the 0845 number, you got a message at the beginning informing you of their new 0844 number.

Now they longer mention the new 0844 number. I wonder if they have changed their minds?

mauriphonic

From their iphone app

Personal Account enquiries - 01618550011
Lost & stolen cards - 01618550012
iphone app support 01618550649
Smilemore Benefits helpline 01270861839

realaledrinker

Wierd one. smile quotes both the same 0844 number as on the Co-op site alongside the 'old' 0845 number. Their original 0870 number is no longer shown.

I work for Co-op and can confirm the matter of the 0844 numbers is 'under review'.

System

realaledrinker wrote: »

I work for Co-op and can confirm the matter of the 0844 numbers is 'under review'.

Thanks for that. The Co-op bank website (see 'contact us') is now listing both the 0845 numbers (fine if you are on a calling plan that includes them, otherwise a minor rip-off from most landlines, a huge rip-off from a Virgin line, and usually a huge rip-off from a mobile); and the big-time rip-off 0844 numbers, with the weird advice:

Call charges will depend on your phone provider, please consider this when deciding whether to call 0845 or 0844.

In fact, it is a struggle to find any tariff on which it is ever cheaper to call 0844. And the Co-op bank website is still wrong about the cost of calling 0845 from a BT Landline, and still wrong to state that 'unlimited weekend' is BT's most popular plan. (According to BT, 'anytime' is the most popular.)
It is surprising, and saddening, that Co-op management did not bother to check what appear to have been a load of misrepresentations that the 0844 salesmen fed to them. At one stage staff were briefed to claim that a 'market research survey' had shown that 70% of customers could phone 0844 cheaper. Who, I wonder, paid for this completely bogus 'market research survey'? Admittedly, all telecom providers make it difficult to check the prices for calling 0844 numbers, but anyone at the Co-op could have found out the facts in a couple of hours.
Since, on the face of it, the 0844 seller misled the Co-op, the Co-op must have strong grounds for abrogating without penalty the contract it has presumably entered into to entice customers to waste money calling 0844. Meanwhile, as mauriphonic reports, the Co-op continues to publicise honest 0161 numbers to users of its smartphone app. These 0161 numbers of course work from landlines as well.

realaledrinker

Whilst declaring my interest, I would say that this is a good example of a bank acting on feedback from its customers. They got it wrong and have put matters back to where they were.

hendenne

My last post was August 2012.. hence, 'what a difference a year makes'.

In June, having become concerned by the antiquated and never-updated online system of Smile (e.g. unable to see my Sent Secure Messages) and the looming clouds of concerns of liquidity, the waste of £200 million on a failed IT update, the acquisition of Brittania etc etc..., I moved all our banking away from Coop/Smile to Nationwide where the online systems are so far ahead of what I was used to with the 'Clever With Taking Your Money' bank.

We now have 2 current accounts plus an e-savings account and an instant access Loyalty Saver account at Nationwide and everything is functioning extremely well. (To ensure the accuracy of the switch I managed all direct debits myself rather than use the offered Switch services of NW.)

The demise of Smile/Coop is a great pity as the front-line staff who dealt with online queries were excellent.... another case of Lions lead by Donkeys.

Why on earth are the ex-leaders of Coop Bank and Britannia allowed to get away with their failure and pockets many millions due to 'loss of office'

I am extremely sorry for the hard working 'workers' and await eventual retribution being heaped upon those who have caused this debacle.

Anthorn

Where does this information come from: I telephoned smile just now and the number was 08457 212 212. After seeing this thread I checked on the smile website and the number is the same but the alternative number is 08448 44 88 44 and both numbers look like they haven't been changed in some time.

The quote in the opening post is also contradictory;

Smile personal bank account enquiries for customers and co-operative members was 08457 212 212 and is now 08448 44 88 44.

If you're a member of the press you can ring 0161 827 5856 or 0161 903 4187 or various other numbers for press enquiries and information.

To complain ring 08457 212 212.

If the 08457 number has been changed and is no more how can we ring that number to complain?

Unless someone can provide a link to a Co-op Bank announcement about changing the numbers, this thread has to be regarded as the propagation of misinformation!

DragonQ

It's funny, isn't it, that companies are switching to 0844 or 0871 now that some calling plans include free calls to 0845 and 0870 numbers...

Good job I've only once had to use a premium rate number since discovering saynoto0870.com.

in_my_bumble_opinion

For anyone without a landline, if you are forced to use an 0844 number (after checking with saynoto0870), then it's good to have a Tesco Mobile 'Lite' PAYG sim kicking about. 0844 calls (and 0845) are charged at 8p/min. (this is assuming you don't have an add-on giving you 08)

For 0800 calls, a PAYG giffgaff sim will do them for nothing.

Hazzanet

Anthorn wrote: »

Unless someone can provide a link to a Co-op Bank announcement about changing the numbers, this thread has to be regarded as the propagation of misinformation!

You may wish to check the date of the original post as the decision was reversed.

http://www.theguardian.com/money/2012/jul/13/coop-pulls-back-from-0844