Cooperative Bank refusing to pay switch incentive

Benjamin_Joseph

Cooperative Bank are refusing to pay me my 100 pounds switch incentive. Has anyone else had any problems?

I switched to Cooperative Bank in late February because I saw their switch incentive offer listed on Martin's "Top Accounts With Free Switching Cash" page. They were offering 100 pounds to switch to them at the time and they seemed like a nice bank, so I went for it. I also called them a few days after the switch to ensure I'd met all the conditions and they confirmed that I had. I've also paid in the correct amounts for the last 2 months, so that is not in dispute.

They even sent me a T&Cs letter saying "we will credit 100 pounds to your qualifying current account with 45 calendar days".

However, it is now 2 months later and they are now refusing to pay me the money. They claim they sent the T&Cs letter out in error so that doesn't count. They also say I should claim the money through Martin's MoneySavingExpert website if that is where I saw the offer. I think they think this is a cash back website and they wouldn't let me talk to a manager but instead kept leaving me on hold while the adviser went off to discuss it with management a few times. This seems wholly dishonest to me. Yes, I did click through to them from Martin's website but I did not go via a cash back website. I then used the Co-op website to apply which clearly had the switch incentive offer displayed on their page, and I did not give my bank details to anyone else along the way so there is no way I could receive payment from elsewhere. I think they're trying to pull a fast one.

What do people think?

ceredigion

How many DD's set up on the sacrificial account

Benjamin_Joseph

Probably about 10 DDs set up. 4 of them were paid out in the first month and 6 paid out in the second month. So i do meet that condition. Plus I have paid in well over the required amount each month so that wasn't an issue either.

The Co-Op weren't even arguing that I hadn't met the T&Cs. They were saying that they didn't make the offer on their website and Martin Lewis should pay me instead as it was his offer, despite it being on their webpage when I applied and on their T&Cs (on their paperwork which I got with the welcome pack).

I'm honestly thinking about going to the Ombudsman or small claims court if they don't pay out. It's a daunting prospect but I don't know how else to proceed if they won't play fair.

DrSyn

If what you write is correct, the most sensible way forward would be to follow the co-op banks complaints procedure (see link below), keeping a well documented record at each stage.

http://www.co-operativebank.co.uk/customerservices/contactus/complaints.

Benjamin_Joseph

Thanks for both of your replies. Yes, you're right, the complaints procedure is the best place to start. I just don't have any confidence in it as they were being unreasonable on the phone by trying to deny the offer existed.
I'll follow the complaints procedure through first and let you know what happens.
I hope they aren't doing this to everyone who applied. Their customer service was outstanding up until this point, with lovely friendly people at every stage. I actually really liked them as a bank. It's such a shame they had to spoil it :-(

System

Follow the complaints procedure and follow with the FOS scheme or Small Claims action if COOP Bank don't budge.

diamonds

Complaint: quote Misrepresentation Act 1967

Making a fraudulent claim to induce sale, service or contract is a criminal act.


http://www.legislation.gov.uk/ukpga/1967/7


Ask for the amount due and compensation for their behaviour.

bristolleedsfan

O/P - Just in case you didnt keep the offer T+C and would like to refer to them when you make your case in writing -

https://forums.moneysavingexpert.com/discussion/5425594

LXdaddy

bristolleedsfan wrote: »

O/P - Just in case you didnt keep the offer T+C and would like to refer to them when you make your case in writing -

https://forums.moneysavingexpert.com/discussion/5425594

From the information in the above quoted T&C

you must apply online for the current account at the MoneySupermarket.com.

and

Yes, I did click through to them from Martin's website but I did not go via a cash back website. I then used the Co-op website to apply which clearly had the switch incentive offer displayed on their page

if you used the Coop website to make the application directly (or in a different session) or you clicked through from MoneySavingExpert.com (rather than MoneySupermarket.com) then you wouldn't qualify.

bristolleedsfan

LXdaddy wrote: »

if you used the Coop website to make the application directly (or in a different session) or you clicked through from MoneySavingExpert.com (rather than MoneySupermarket.com) then you wouldn't qualify.

Same offer was running at the same time via both of the above named websites maybe due to apparent fact they are under same ownership.

glenbois

Same scenario, spoke to someone in their customer services department, not helpful at all.
Started a resolver case with them - only reply so far: contact the customer services department.
All terms and conditions met together with the 45 days in the terms and conditions.