Missing GOLDFISH Cards

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Hi,

I think this is my first post, but I need something to calm my anger while I'm waiting for a callback. I have been a GOldfish Credit Card owner since they were first launched and loyal to the point of it being the only card my wife and I use.

In the last three months, my opinions have been dented, battered and finally crushed as my worst fears have been realised - the replacement cards have not arrived in time!!!

I received back in July, a 'new look' statement which announced that everything was changing (for the better?( and that I would have to notifiy existing payments/suppliers/utilities of my new credit card number which was due when my current card expires as it would be a new number.

Since my account number on the statement was also different, I guessed that they would explain more when my card arrived. But no card and at the beginning of August a letter arrives with my PIN notification. Concerned that my cards had gone astray I called Goldfish and they assured me that all wa well and my cards would arrive in due course......doh!

I called again at the beginning of September as my current cards expire at the end of September and the lady informed me that my card was in a batch that she personnally had been activating so my card was on its way out and would arrive in the next two weeks. I asked what would happen if it didnt? Would there be enough time to send another (bearing in mind it takes normally 7-10 working days and they accussed me of creating a problem that didnt exist!!!

Anyway, finally rang them again today as time is running out and was informed that my cards would not be here until sometime between Oct 3rd and 10th!!!!!! This means that my current will expire and I will have no cards. Arrrrgggg. I went through every possibility but they remained firm that there was nothing they could do. They gave me the Customer Service details but wouldnt give me the head office details (even though I reminded them that they are public record as they are a UK Ltd Company). The lady couldnt find me a supervisor as they were either busy or in a meeting. I politely asked her to interrupt the meeting but she said she couldnt...customers always come first. FInally agreed to a callback at 5pm which is why I started looking and typing this.

Right 5:10pm today - Supervisor Katie called to tell me that the problem with the suppliers was a shortage of plastic:rotfl: :rotfl: - she then immediately offered me a £10 credit as a goodwill gesture - confirming that they are in real trouble!

I pointed out that the problem cannot just have happened as a company such as Goldfish who have initiated a huge plan or replacement numbers/cards with their standing in the financial community could have chosen a supplier that couldnt even secure a large enough supply of plastic for the exercise! Further I pointed out that two weeks ago, her colleague had informed me that my cards were in a batch to be sent out which implies they were already manufactured. I suggested that this was either not the truth or their information was horribly incorrect.

(Nearly finished :tongue: ) Katie had my account details and said she would get me a written explaination. I again stated that I had never had any communication of any kind that there was a problem - she said that they had only recently been advised. She was kind enough, but the Goldfish approach seems to be 'ignorance is bliss' and I got a definite sense that I would just have to lump it.

Suffice to say I am now very unhappy, exposed to termination of long standing payment arrangements which I now have to rearrange fast! and looking for alternatives - they are not going to get my considerable expenditure in the future.

If anyone has had similar experience in the last few months can you post here as I am trying to gather information to send to Goldfish for a proper statement as I cant let these companies get away with treatment and mistakes like this.
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Comments

  • jonesMUFCforever
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    You have just proved the theory that it does not pay to be loyal.

    Always have a back up card.
  • wyebird
    wyebird Posts: 755 Forumite
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    I opened a Goldfish card back in August, PIN arrrived promptly, balance transfer went through straight away. First statement arrived before the card! Rang up a few times only after 3 weeks did they say there was a problem with issuing cards)- When it did arrive it took 28 minute phone wait to activate it (thank goodness for say no to 0870!).
    Have set up dd to pay off in promotional period and hope I never have to phone them until this is done :-)
  • marmalade47
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    Thanks wyebird - nice to know its not just me! If anyone else has similar please post...
  • barak
    barak Posts: 1,258 Forumite
    Combo Breaker First Post First Anniversary
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    I have been a GOldfish Credit Card owner since they were first launched and loyal to the point of it being the only card my wife and I use.
    Why on earth have you kept your Goldfish card? The Goldfish card has been kicked around from one institution to another and the always inconvenient 'cashback' perks became non-competitive years ago. Sorry, but I can't really feel much sympathy.
    ".....where it is corrupt, purge it....."
  • VioletBaudelaire
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    Marmalade, I'm also having these problems (and I posted about it around a week ago)
    I notified Goldfish of my change of name a couple of months ago and I started to receive statements in my new name, but didn't get a credit card. When I rang up to query this, I was told a new card would be sent out that day (August 28) and I could continue to use my old card until it arrived.
    A couple of days later they BLOCKED my card and I still haven't received the new one (I've rung them up about 6 times, the last time being this morning, when I was assured they would issue another card today)
    Thus I've been without a credit card for over 3 weeks. Goldfish is the only card I have - not because I'm particularly "loyal" but because I've never had trouble with them before and I always pay the full amount off every month.
    Now, however, I HAVE applied for another card. I don't want to be in this position again. I'm absolutely livid. Also,as wyebird said, thank goodness for "say no to 0870" If I were paying for all this aggravation I'd be even angrier.
  • marmalade47
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    barak wrote: »
    Why on earth have you kept your Goldfish card? The Goldfish card has been kicked around from one institution to another and the always inconvenient 'cashback' perks became non-competitive years ago. Sorry, but I can't really feel much sympathy.

    I haave stayed with Goldfish as they have always been no trouble and I pay the whole amount off every month. I also find the ponits scheme is reasonable (although not the best value) as it offers a wide range of outlets for vouchers.

    I am curently looking for a card with similar rewards if anyone has suggestions
  • marmalade47
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    Marmalade, I'm also having these problems (and I posted about it around a week ago)
    I notified Goldfish of my change of name a couple of months ago and I started to receive statements in my new name, but didn't get a credit card. When I rang up to query this, I was told a new card would be sent out that day (August 28) and I could continue to use my old card until it arrived.
    A couple of days later they BLOCKED my card and I still haven't received the new one (I've rung them up about 6 times, the last time being this morning, when I was assured they would issue another card today)
    Thus I've been without a credit card for over 3 weeks. Goldfish is the only card I have - not because I'm particularly "loyal" but because I've never had trouble with them before and I always pay the full amount off every month.
    Now, however, I HAVE applied for another card. I don't want to be in this position again. I'm absolutely livid. Also,as wyebird said, thank goodness for "say no to 0870" If I were paying for all this aggravation I'd be even angrier.

    Thanks for this support, I have sympathy with you as you are worse off than me - at least I suspected this would happen and in fact I do have an alternative stop-gap but I just felt frustrated by how such an organisation can make such a monumental !!!!-up!

    I hope this sorts out for you soon.
  • barak
    barak Posts: 1,258 Forumite
    Combo Breaker First Post First Anniversary
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    I am currently looking for a card with similar rewards if anyone has suggestions
    Martin has several suggestions - see http://www.moneysavingexpert.com/cards/cashback-credit-cards or click on "Cards Loans" at the top of the page.
    ".....where it is corrupt, purge it....."
  • Hazzanet
    Hazzanet Posts: 1,713 Forumite
    First Post Combo Breaker First Anniversary
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    I've been waiting 28 days for a card now, and with my other two problems with the Goldfish crew (fraud on my account, and this missing 3% cashback), the poor customer service has seen to it that the account will be closed as soon as I get some form of closure on the outstanding issues.

    The card problem was firmly blamed on Gemalto, their card supplier. When asked why they don't 'sack' them and get another card supplier to sort the problem, I was advised that they are looking into this at the moment.

    Here's hoping.
    4358
  • VioletBaudelaire
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    Hazzanet, you reminded me, talking of Goldfish's poor customer service, none of their operators seem to have a clear idea of their policies.
    When I had to go into (private) hospital in June and knew I would be spending over £1000 on my card, I rang up to inform them in advance. I was told this was a good idea, they advised cutomers to do it and the transaction would not be declined. It went through smoothly.
    Last month, however, when I wanted to use my card to pay £400 in one transaction (still an unusually high amount for me) I rang, two days in advance, to tell them and was told they could not guarantee it would not be declined. It was!
    Since then, every time I've rung to check on my missing card, I've asked if it's worth ringing in advance to let me know of an usually high transaction and have received a different answer every time (either yes, no, or such a load of waffle it's clear they have no idea)
    This whole (missing card) thing is ridiculous. There must be very many of us being inconvienced by this.
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