Co-op switching bonus T&C's?

Issy707

It sounds like Coop Bank have well and truly c*cked up this promotion. Nobody at the Coop Bank has a copy of the T's and C's of the switch incentive expiring 28th February 2016, so they are all going off the T'c and C's from 2014/15 as these are the only ones they can find on their files.

I also applied for the Coop Bank switch via the MSE link before the 28th February 2016 deadline, in fact I applied on 26th February 2016 at 8.00pm and have a print screen of my internet history to prove this, which also shows me clicking through from MSE.

Coop Bank has refused to honour the £100 incentive, stating that their records show I applied on the 29th Feb, after the deadline had expired. I submitted a formal complaint and their complaints team called back today to say that they are 100% sure that my application was not submitted until 29th February 2016, offering £25 in compensation for inconvenience but that sadly I would not be eligible for the £100 offer. Ironically, I was out of the house all day on 29th February and my internet was not used at all.

I have now spoken to Andrew in their Complaints Team who is sending me a stamped addressed envelope so that I can return printed screenshots of my internet history in the post, for them to re-consider their position. I have made it clear I will be referring this to the Financial Ombudsman if they fail to honour the £100 offer.

They have a record of these applications being made through the MSE/MS affiliate link, but that they were received after the deadline. We all know that the MSE webpage regarding the bank account deals is very up to date and out of date links are not left up, so this is clearly Coop Bank's error. I have informed Martin and the MSE team regarding these issues also.

My suspicion is that any application received after close of business on Friday 26th February was not showing as received until it was processed on Monday 29th February, even though the deadline was midnight Sunday 28th February.

Definitely pursue a complaint as this is clearly their systems playing up. Ask to speak to Andrew in the Complaints Team so he is aware this is an error affecting lots of people, and make it clear you want a stalemate letter to refer the matter to FOS if they do not honour their promises.

diamonds

Issy707 wrote: »

It sounds like Coop Bank have well and truly c*cked up this promotion. Nobody at the Coop Bank has a copy of the T's and C's of the switch incentive expiring 28th February 2016, so they are all going off the T'c and C's from 2014/15 as these are the only ones they can find on their files.

I also applied for the Coop Bank switch via the MSE link before the 28th February 2016 deadline, in fact I applied on 26th February 2016 at 8.00pm and have a print screen of my internet history to prove this, which also shows me clicking through from MSE.

Coop Bank has refused to honour the £100 incentive, stating that their records show I applied on the 29th Feb, after the deadline had expired. I submitted a formal complaint and their complaints team called back today to say that they are 100% sure that my application was not submitted until 29th February 2016, offering £25 in compensation for inconvenience but that sadly I would not be eligible for the £100 offer. Ironically, I was out of the house all day on 29th February and my internet was not used at all.

I have now spoken to Andrew in their Complaints Team who is sending me a stamped addressed envelope so that I can return printed screenshots of my internet history in the post, for them to re-consider their position. I have made it clear I will be referring this to the Financial Ombudsman if they fail to honour the £100 offer.

They have a record of these applications being made through the MSE/MS affiliate link, but that they were received after the deadline. We all know that the MSE webpage regarding the bank account deals is very up to date and out of date links are not left up, so this is clearly Coop Bank's error. I have informed Martin and the MSE team regarding these issues also.

My suspicion is that any application received after close of business on Friday 26th February was not showing as received until it was processed on Monday 29th February, even though the deadline was midnight Sunday 28th February.

Definitely pursue a complaint as this is clearly their systems playing up. Ask to speak to Andrew in the Complaints Team so he is aware this is an error affecting lots of people, and make it clear you want a stalemate letter to refer the matter to FOS if they do not honour their promises.

You go Issy!


Misrepresentation Act 1967


Approach the Financial Conduct Authority not the FOS.

badger09

diamonds wrote: »

You go Issy!


Misrepresentation Act 1967


Approach the Financial Services Authority not the FOS.

No longer exists;)

http://www.fsa.gov.uk/

diamonds

badger09 wrote: »

No longer exists;)

http://www.fsa.gov.uk/

No you are right :rotfl:, I meant FC(onduct)A I keep jumping back in time, it is not the first time I have written such or edited a post.


Stupid photographic memory, works mainly for but sometimes against me

Mids_Costcutter

Received a phone call today from the complaints department at Co-op Bank following a complaint which I raised earlier this week as I hadn't received the bonus either.

Again they claimed that there were no offers for a £100 bonus this year and that the offer ended in November 2015. I said that I followed the link from the moneysupermarket.com web site and they conceded that a few people had also complained about this. Then I was told that "as a gesture of goodwill" they would pay me the £100 this time. My account was duly credited shortly afterwards.

So not very impressive customer service! If I ever take up such an offer again in the future I'll make sure I take screenprints and keep a copy of the T & Cs as others on this thread have carefully done.

diamonds

Mids_Costcutter wrote: »

Received a phone call today from the complaints department at Co-op Bank following a complaint which I raised earlier this week as I hadn't received the bonus either.

Again they claimed that there were no offers for a £100 bonus this year and that the offer ended in November 2015. I said that I followed the link from the moneysupermarket.com web site and they conceded that a few people had also complained about this. Then I was told that "as a gesture of goodwill" they would pay me the £100 this time. My account was duly credited shortly afterwards.

So not very impressive customer service! If I ever take up such an offer again in the future I'll make sure I take screenprints and keep a copy of the T & Cs as others on this thread have carefully done.

When ordering anything online always screen shot every page, even scrolling and taking multiple screenshots of pages.


Just had EE tell me I cant have my promo code applied as they took too long to action the order/sim! lol.


Obviously I went ahead with order minus promo and will email a complaint including screenshots that yes you will accept the promo or end up paying the ombudsman a amount much higher than my discount for deal which would be about 3 years of my discount :rotfl: to then get my discount applied

Issy707

Just to update, the Coop Bank looked again at my complaint on receipt of the screen shots and found in my favour. They have now processed the £100 switch incentive and added on another £50 for a combination of printing costs and inconvenience.