Morgan Stanley CC 3% cashback NOT BEING HONOURED

ScottishSue_3

I have been calling them for months with same problems. Last week I asked to speak to a manager and they said someone would call me back and didn't!

Yesterday I rang again and whilst they tried to palm me off again saying "IT problems" and even offering to send me a letter comfirming they had "IT Problems" I became very very insistant. eventually they put me on hold and came back and offered me a credit to my account of twice my current cash back. Current cashback is £24. After initially offering a lower amount they later agreed to put £48 credit on my account. They also agreed to send me a letter confirming this. The proof of the pudding will be in the eating!!

Be very very insistent, threaten them with ombusman etc, refuse to get off the phone and you will get somewhere!!!!!
I can still keep the current £24 cashback balance and soon as it comes to 30 I will cut and run.

I do wonder though whether if I was to close my account they would be legally obliged to give me my full amount of cashback whether or not it was divisiable by £15. Sure someone in there offices has a calculator and can write:beer: cheques!!

Stephen_Leak

I got the standard "investigating the matter ... and ... full response in due course" acknowledgement letter in today's post.

"Due course" had better be before 18 September (my first request on 24 July plus the FO's required 8 weeks).

Eagle & ScottishSue - If you close your account, you will forfeit any cashback over the highest multiple of £15 - it is in the T&C's, and is not an unreasonable condition. With my current Capital One cashback card, if I close my account before the annual pay-out date, I lose the lot!

eagle

Well, I had better get pestering then... I will post back with an update with details if I get anywhere!

Update: First call, I was told 'our system our down' and that they can't access this information. :mad:

Update2:Called again. After the dude went to speak to his manager, he came back saying a 'fix' was put on there computers for this only last night and that it should work on my next statement. I told him that's what they said to me last month and the month before that and that I've never seen the 3% amount on my account. We agreed that I must be owed approx. £30 total (currently only showing £10). When I asked him to post £30 on my account, he refused!! :mad::mad: Looks like I will be writing in now but I am not hopeful. Any advice people?

ScottishSue_3

I checked my account and credit hadn't been applied so called to remind them. THey investigated and confirmed I was goingto be credited. I insisted they confirm this in an email and this they did (see below)

Barclay, Jamie (Goldfish) <Jamie.Barclay@goldfish.com>Sent : 13 September 2007 14:31:17To : Subject : Double Cash Back[URL="javascript:S('getmsg','','','','','BD7A5B7F-D871-4369-B08B-EE1EBE6D599C','','','prev','')"][/URL]|[URL="javascript:S('getmsg','','','','','BD7A5B7F-D871-4369-B08B-EE1EBE6D599C','','','next','')"][/URL]||[URL="javascript:HM('curmbox=00000000-0000-0000-0000-000000000001')"]Inbox[/URL]This is to confirm that that cash back has been doube to £48.58 by means of credit adjustment to the account from the team leader called Ryan Glancy. This was actioned on the 13th Sept, and will show on account within the next seven days.

Kind Regards,

Jamie



I will check back in 7 days and update!!!!
Good luck to the rest of you.
ps You could try calling and ask for Jamie or Ryan??

eagle

Complaint letter written and posted. We'll see if anything good comes out of this - here's hoping! I threatened with the ombudsman and also mentioned a small claims court if it came to that.

evo9

used moneysavingexpert.com to find this deal - signed up they confirmed 3% which I would get this September - statements shows £64 should be £149, according to M.S. it was triple cashback over 2K!!!! What is going on - they are "looking into it" but thats the deal not the 3% I was expecting and was told to expect. help please

ollie2001

Evo, the deal was triple their standard cashback rate until a certain month (depending on when you signed up, usually around 3 months from start up.)

So that's 3 x 1% up to £2000 then 3 x 0.5% on anything over that.

So £60 for the first 2k, then 1.5% of whatever you spent over that until your Sept statment.

Don't take any crap about their systems being wrong etc, keep pestering and you'll get a "credit adjustment" like some of us already have. Doesn't look like they'll be amending the "cash back" figure unfortuently

eagle

ollie2001 wrote: »

Don't take any crap about their systems being wrong etc, keep pestering and you'll get a "credit adjustment" like some of us already have. Doesn't look like they'll be amending the "cash back" figure unfortuently

Out of curiosity, how many attempts has it taken people here to 'get a result' with MorganStanley?

Has anyone got as far as taking them to the FSA (or the ombudsman) or even a small claims court? I wouldn't know what to do with them in this case...

ollie2001

I rang them up twice, got blagged off twice about there being a system problem so decided to put it in writing as follows:

"RE: Cashback Bonus

To whom it may concern:

When I first applied for this card, it clearly stated on your website that the cashback bonus would be tripled until July 1st. I’ve had a look at my July statement and nothing has been tripled.

If my calculations are correct, I should have the following:

£2000 @ 3% = £60
£1477.67 @ 1.5% = £22.17
Total £82.17 (plus whatever I’ve spent between July 1st and the present at 0.5%)

Feel free to double check my figures, but I’m pretty sure I’ve spent £3477.67 between me opening the card and July 1st.

I look forward to hearing from you.


Yours sincerely



xxxx"

I sent that off at the end of July, got a standard response in a couple of days saying "sorry you're unhappy blah blah blah, we've got 28 days to investigate it". On the 28th day, got another letter saying "sorry it's taking us so long but we need another 28 days as its taking us longer than we thought" then a week or so after that got a letter saying "we're putting a £45 credit on your account". Nothing appeared within a week, so phoned them, got through to the guy who wrote me the letter saying I would be getting the £45 credit. "Apparantly" it hadn't posted properly on my account or something, but by the next working day it was on there.

Not an ideal outcome, as I would of liked a nice juicy cheque (feels nicer than a credit, but its all money I guess!).

Basically one complaint letter did it for me, but it seems other people aren't having the same luck I did

eagle

Thanks for the fast and informative response. Basically, to summarise, I can expect a long bumpy ride by these thieves... I wonder what response I'll get. I gave them 7 days to reply before resorting to ombudsman and even small claims court.

I wonder what Goldfish are actually going to do with the Morgan Stanley business they've purchased. It's been nothing but trouble since they took them over - and they've even stopped accepting new customers for the Platinum (cashback) card!!