Morgan Stanley CC 3% cashback NOT BEING HONOURED

CraigDavid

I've had this card since March and have only been getting 1% cashback. This has now dropped to 0.5% as I've gone over the £2000 spend limit. I was told a while ago that the cashback would be adjusted at the end of the initial 3 month period and that the 3% bonus would be added on to the cashback total. Still no sign of this happening.

Stephen_Leak

I rang yesterday and was not impressed with the response. Basically, it was wait until your next bill - again.

Evidently, my bill was produced on the 7th, and this was (allegedly) sorted out on the 14th. However, my online account still shows the 1% amount.

I will be drafting an LBA (ie. cough up in 14 days, or else I go to the Financial Ombudsman) letter tonight.

ollie2001

Surprise surprise, on the very last day of their 28 day allowance, they send me a letter saying "their investigations have taken longer than they'd hoped and need a further 28 days"

Bloody ridiculous. Looks like I've got to wait another 28 days!

Oh, funny enough, I got a letter through from them today upping my credit limit by £1300. Just coincidence I'm sure...

Stephen_Leak

ollie2001 wrote: »

Surprise surprise, on the very last day of their 28 day allowance, they send me a letter saying "their investigations have taken longer than they'd hoped and need a further 28 days"

Bloody ridiculous. Looks like I've got to wait another 28 days!

They knew about the problem with their system when I took out the card back in April. IMHO, they can manually issue cheques to their customers for what they owe them now, and then sort out the accounts when they do finally sort out their system.

mozza68

I've had the same problem. I have called them every month for the last 4 months. This last time I asked to speak to a manager. After chasing them one of them called me back and surprise surprise gave me the same old line about software updates blah blah. I can't see as there is much we can do tbh.:mad:

Hazzanet

I got my second 28 day holding letter on the 14th. I left it 10 days before penning this to them:

[FONT=Tahoma, sans-serif]Thank you for your letter of 14th August 2007 advising that your investigations appear to be taking longer than expected. [/FONT]


[FONT=Tahoma, sans-serif]In the absence of a satisfactory response to my original complaint, I respectfully request a letter of impasse from your company so that this matter can be escalated to the Financial Ombudsman Service. [/FONT]


[FONT=Tahoma, sans-serif]I look forward to your prompt reply.[/FONT]




[FONT=Tahoma, sans-serif]Yours sincerely[/FONT]

I'll let you know if I get another response.

Hazza

Stephen_Leak

I appreciate that they have had system problems, which have prevented them from processing these claims automatically.

However ...

1. These problems have been going on for so long that they should have fixed them by now. It does not take 4 months to fix software, even if you have to get rid of the people who are unable to fix it and get in people who can.

2. Software problems do not prevent a suitably-authorised employee from writing cheques on behalf of the company. They would probably have to be accounted for manually until the software is fixed, but that is their problem, not ours.

Having got my credit card late payment charges back from my previous CCC, I'm in the mood again for another bout of "mind to mind combat" with this one!

Hazzanet

And in true "crossed in the post" style:

Dear Hazza

Thank you for your correspondence regarding your Morgan Stanley credit card account. As a member of the Customer Liaison Team, I have been asked to look into the matter you have raised and reply to you.

I understand your concerns at not receiving triple CashBack Bonus.

We have encountered a technical problem which has resulted in the lower CashBack Bonus award being allocated to your account. Please accept my sincere apologies for this, and for any inconvenience that this matter may have caused. Unfortunately, this challenge is still under investigation and I would like to assure you that it is being treated as a matter of priority.

At Goldfish, we pride ourselves on the high quality customer service that we provide, and I am disappointed that we have not delivered the service that you deserve as a valued customer.

I hope that I have been able to answer the points that you have raised //...snip blah blah blah//

Well, what can I say. They've just repeated my initial letter back to them, and not sorted the problem. Let's see what they do with my letter asking for this to go to the FOS.

"Valued Customer" my...

Stephen_Leak

My LBA letter was posted earlier today. I don't doubt that I will get the same standard reply.

Hazzanet

Well, nothing heard back from them so last night I logged into their website to see whether they had added the cashback yet, and it would appear that someone's been having a great time spending my credit. Somehow it seems that my card details have been compromised and c£600 has been fraudulently spent.

Just my flaming luck.