Morgan Stanley CC 3% cashback NOT BEING HONOURED

mike_wall15

Statement dated 10th October - All cashback updated! :beer:

Anymore info on the annual fee? I'll change to another card when that happens but I don't think I've heard anything yet.
I signed up in June.

Cheers

Mike

eagle

I got another letter from them saying they want 'another 28 days' to fully investigate my complaint. Given other similar responses in this thread, I think Goldfish/MS are taking us for a ride. I am definitely going to be cancelling when I get my cashback + some compensation; annual fee or not!

neglected_customer

In september I posted a long (very long) account of my experience with Morgan Stanley (link to original letter at bottom). Since then I received an email from a senior customer service manager that she or another senior person would get back to me by Friday. That friday and every other one since has come and gone with no contact from Morgan Stanley or Goldfish.

Since then I have had to order my 6th card which has still not arrived and I reluctantly accept I will have to order a 7th one. My original cash back has still not been fixed since it when wrong 1 year ago. I have been charged interest on the interest free period of spending which when I phoned up to get that fixed I got a lovely person who offered me £30 good will gesture and added to my file and read it back for the sake of the recorded phone call, that this in no way should affect the amount of compensation that I should be offered.

The next bill which I received had the £30 on it, and also an interest charge of a £1 strange since I have not had the card since June 1st and have no payments applied since then.



http://forums.moneysavingexpert.com/showthread.html?t=544985&highlight=morgan+stanley

Stephen_Leak

I am incandescent with rage (or I will be on Monday morning). I've just (at long last, even allowing for the postal strike) had a letter back from the FO. As I have to give the business concerned a chance to put things right, they are allowing MSG another 8 weeks to respond (or not)!

To recap, dear reader, I first applied for this God-forsaken £15 on 24 July. Having received no reply (apart from a couple of standard "we need another 28 days" letters), so I sent off the form to the FO on 21 September. That's exactly 8 weeks later.

If anyone from the FO is reading this, I strongly recommend that you don't answer the 'phone on Monday morning.

eagle

I'm beginning to think that a lot of this is common policy with any ombudsman in this country. Same with the post - same with the lot. Just a waste of time with plenty of red tape in between. I would start applying for CapitalOne, Stephen.

Stephen_Leak

eagle wrote: »

I would start applying for CapitalOne, Stephen.

I did - in July. Their introductory 4% has just expired and I am now applying for the Abbey 5% food supermarket card.

Stephen_Leak

All in all, its been a busy and eventful day.

Firstly, the FO have been a complete waste of time. Evidently, their 8 weeks runs from the date of the first complaint (23/8) not the first request (24/7). Also the documents they sent back weren't copies - they were the originals - they don't have space for all their filed paperwork, so run a "paperless system" and don't scan them either! However, 23/8 + 8 weeks is 18/10, so I had to agree to send them all back again.

However, all this was overtaken by events when the post arrived. A letter from Goldfish: it didn't say much more than I have been told before, but did have a contact name. So I rang them.

As I suspected, we have a sort of technical "Catch-22" on my account. The software patch only runs when a statement is produced. As I've stopped using the card, no statements are being produced. So, my new best friend is going to apply a manual credit of 1p to my account and advance the statement date, which should generate a statement. This should show the triple cashback, allowing them to repay it.

We also have the "Plan B" that I have been suggesting all along. If this doesn't work, he will arrange a manual refund.

Much to my surprise, I find myself quietly confident that we are entering the "endgame" of this situation. I have no complaint whatsoever with the individual customer service people at Morgan Stanley/Goldfish. It is just such a pity that they are also let down so badly and so often by the firm itself.

I will, of course, keep you all posted.

eagle

Stephen_Leak wrote: »

Firstly, the FO have been a complete waste of time.

Stephen, do you think it's not worth bothering with the FO? I have the form ready and waiting to be filled in before I send it off, and I'm still waiting for Morgan Stanley's response - you may recall they sent me the standard letter asking for "another 28 days" as they are "waiting for more information".

Stephen_Leak wrote: »

As I suspected, we have a sort of technical "Catch-22" on my account. The software patch only runs when a statement is produced. As I've stopped using the card, no statements are being produced. So, my new best friend is going to apply a manual credit of 1p to my account and advance the statement date, which should generate a statement. This should show the triple cashback, allowing them to repay it.

We also have the "Plan B" that I have been suggesting all along. If this doesn't work, he will arrange a manual refund.

Much to my surprise, I find myself quietly confident that we are entering the "endgame" of this situation. I have no complaint whatsoever with the individual customer service people at Morgan Stanley/Goldfish. It is just such a pity that they are also let down so badly and so often by the firm itself.

Sounds like a good idea, Stephen. The red tape nonsense gets to me as well. It's not just the statement that triggers the cumulative/accrued cashback to show the full amount: on the website for example, the "cashback summary" bit is always behind by about a month. So on my next statement, this will update to last month's cashback sum!! I'd like to see who does their IT as I need to see if I can get a contract win out of this .

CHIHUAHUA

Stephen_Leak wrote: »

All in all, its been a busy and eventful day.

As I suspected, we have a sort of technical "Catch-22" on my account. The software patch only runs when a statement is produced. As I've stopped using the card, no statements are being produced. So, my new best friend is going to apply a manual credit of 1p to my account and advance the statement date, which should generate a statement. This should show the triple cashback, allowing them to repay it.

Have same problem with no spend no statement and have been waiting for cashback to be sorted for months - have had card since March and have spent loads of time on the phone trying to sort out the few quid they owe me - wish i'd never bothered in the first place
will have to use the card to generate a statement i suppose :mad:
well done to those who have got it sorted! :T

eagle

CHIHUAHUA wrote: »

will have to use the card to generate a statement i suppose :mad:

Let's see who manages to run up (er... down?) the smallest bill as a result of this. 25p pack of gum from Asda anyone?