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Marks and Spencer Card Safe - Very Poor Admin
OrdinaryConsumer1
Posts: 10 Forumite
in Credit cards
I have a policy with them (For the last 10 years) which came up for renewal at the beginning of the month and I am having the devil's own job getting them to update the policy schedule correctly.
This year I had a large number of changes to be made and phoned up their customer services to find out how this could now be done. I pointed out to the customer service person that there was insufficient space on the annual renewal document to include all the changes and requested that I make the submission by a faxed letter - I didn't want to have to read out all the numbers over the telephone, as was first suggested, as their was a strong possibility of error and also this method was extremely insecure as far as I was concerned . So I was told I could fax the changes and I was issued with a fax number at the York office. A three page letter with a cover sheet was duly sent to this number on 31st January 2014. My system showed it was received by them.
To make it easy for them, I deliberately configured the letter, so that the first page showed all the items to be deleted from their records, the second page showed all the items to be added and the third page showed all the items then current on their records which I wished to retain.
My faxed advice to them included 7 entries for new cards and one new entry for a passport and 7 deletions for cards and one card reatined - the list contained on their renewal advice contained 9 entries
On the 11th February, I got a modified standard computer produced renewal document (Dated 5th) showing that some changes had been made. However, when I looked closely, I found that they had only actioned the deletions I had requested (Page 1 of my earlier fax)
The same day I contacted them by phone again and its was confirmed that they had received my fax, but I was advised that they had only scanned pages 1 and 3 into the system. The customer service person was content with my suggestion that I re-fax the missing page (Additions) and advised me that she had made a note against my account to that effect.
Fast forward to today (17/2/2014) when I received a second computerised renewal document (Dated 4th February) which now shows 9 entries for credit card all of which are well out of date and a passport number which ceased to be valid in 2004. So it looks as if somebodies reset the account back to a much earlier setting. None of the entries provided on this revision correspond to a currently valid card or official document.
I can't believe that their system is this inflexible that they couldn't have simply acted on the information on my first and second faxes. Is this incompetence on their part, luddism, Parkinson's law in action ?
Anybody else had experience of poor admin with Marks and spencer financial services ? This isn't the first time for me, I've had trouble with their Credit Card people previously. I got so fed up, I just didn't bother to renew the card.
I'll give it one more go and if it that fails the CEO of M & S will get a rocket - if only Amazon ran insurance companies and banks ! Even government departments today are better than this.
Nick
This year I had a large number of changes to be made and phoned up their customer services to find out how this could now be done. I pointed out to the customer service person that there was insufficient space on the annual renewal document to include all the changes and requested that I make the submission by a faxed letter - I didn't want to have to read out all the numbers over the telephone, as was first suggested, as their was a strong possibility of error and also this method was extremely insecure as far as I was concerned . So I was told I could fax the changes and I was issued with a fax number at the York office. A three page letter with a cover sheet was duly sent to this number on 31st January 2014. My system showed it was received by them.
To make it easy for them, I deliberately configured the letter, so that the first page showed all the items to be deleted from their records, the second page showed all the items to be added and the third page showed all the items then current on their records which I wished to retain.
My faxed advice to them included 7 entries for new cards and one new entry for a passport and 7 deletions for cards and one card reatined - the list contained on their renewal advice contained 9 entries
On the 11th February, I got a modified standard computer produced renewal document (Dated 5th) showing that some changes had been made. However, when I looked closely, I found that they had only actioned the deletions I had requested (Page 1 of my earlier fax)
The same day I contacted them by phone again and its was confirmed that they had received my fax, but I was advised that they had only scanned pages 1 and 3 into the system. The customer service person was content with my suggestion that I re-fax the missing page (Additions) and advised me that she had made a note against my account to that effect.
Fast forward to today (17/2/2014) when I received a second computerised renewal document (Dated 4th February) which now shows 9 entries for credit card all of which are well out of date and a passport number which ceased to be valid in 2004. So it looks as if somebodies reset the account back to a much earlier setting. None of the entries provided on this revision correspond to a currently valid card or official document.
I can't believe that their system is this inflexible that they couldn't have simply acted on the information on my first and second faxes. Is this incompetence on their part, luddism, Parkinson's law in action ?
Anybody else had experience of poor admin with Marks and spencer financial services ? This isn't the first time for me, I've had trouble with their Credit Card people previously. I got so fed up, I just didn't bother to renew the card.
I'll give it one more go and if it that fails the CEO of M & S will get a rocket - if only Amazon ran insurance companies and banks ! Even government departments today are better than this.
Nick
0
Comments
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Why are you spending money on this "insurance"?
What's in it for you?0 -
OrdinaryConsumer1 wrote: »Is this incompetence on their part, luddism, Parkinson's law in action ?
This has just made me roll my eyes and think you are an over-reactor when things go wrong. I noticed they told you what they wanted you to do in terms of how to communicate this but you chose to ignore it then moan when it doesn't work.0 -
I liked the amazon reference, let's get a ll companies to pay no tax, put all their staff on zero hour contracts and destroy our high streets, that'll solve everything.0
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