Missing GOLDFISH Cards

dot_cotton

Thanks for that explanation SnaXXy.

I'm not an unreasonable person and realise that things do sometimes go wrong. The important thing is how these instances are dealt with. In this case, assuming Goldfish didn't have contingency plans in place, which for an organisation of this size is surprising (never heard that you shouldn't put all your eggs in one basket?), customers should have been looked after far better.

I for one of thousands have been put to considerable inconvenience and expense and, after several calls and insistance on being put through to a supervisor, was only then offered a paltry £5 for my trouble which verges on the insulting to be honest. This, despite my giving years of my business to Goldfish so heaven help anyone that isn't a 'valued' customer.

You've said Gemalto are wholly responsible (although as I said before, contingency plans should never have allowed the situation to escalate as it has) so let them foot the bill. But at least let customers feel that their custom does matter to Goldfish, something I've never once been given the impression of during this whole fiasco.

Many Goldfish holders may be prepared to sit patiently awaiting the arrival of their new card and will no doubt forget the whole sorry business in time. I'm afraid I'm less forgiving - I'll be using my new Capital One card (which arrived in record time incidentally) in future and won't be putting all my eggs in one basket ever again.

stugra

I have been waithing for months for my replacement card after they told me "mastercard" had cancelled the old one for some reason (yeah right!)

I just wondered if the cards are coming through for people now? I have backups, but I also have £50 cashback on the card which I want to collect before I cancel the damn thing!!

CHIHUAHUA

Hi - maybe try to log on to the goldfish site - you can redeem your goldfish points on there

stugra

CHIHUAHUA wrote: »

Hi - maybe try to log on to the goldfish site - you can redeem your goldfish points on there

Sorry - I was being a bit vague - I have a Morgan Stanley card which is administered by Goldfish. I cannot log onto the Morgan Stanley web site as 'mastercard' has closed the account.

Also - have just checked - I have £90 cashback that I need to redeem!!

SwingsNroundabouts

Goldfish are such a nuisance - I just switched our balance to a capital One card that has been great so far - but Goldfish haven't sent me the statements I asked for (for reclaiming the mis-sold PPI), their 40 days are up, and I still haven't gotten my points redeemed, despite asking them for them more than 2 months ago. Anyone else having the same problem?

Maybe it's the 9 second memory that gives Goldfish so many excuses? :rotfl:

(Sorry, couldn't resist)

soontobeexgoldfisher

Dear Marmalade47,
I'm just amazed you've only recently been having problems with them. Having been an account holder for approximately 11 years, I've had problems, excuses & un-truths from their end for the most part of our relationship.
My situation is indeed less main-stream as I've been overseas for the past 8 years, but the frustration/anguish they have caused could well be the reason for my grey sideburns.
I had problems long before they were taken over by Morgan Stanley but the anti was definitively upped as that was going through, the left n right hand being complete strangers to one another. Rather than bore viewers with the nitty-gritty’s, I'll bullet point the key issues:
• allowing me an overseas address, with online access) then changing the website to NOT accommodate overseas post/zip codes (thus no possible way of operating account online), with no prior notice from them.
• advisor telling me my account needs to be CLOSED (with immediate effect), by law, because my address isn’t in UK.
•receiving an apology from management for the previous/incorrect information I was given.
• raising my credit limit by £2k (instigated by my email request-a positive, so I thought) only to CUT the limit (without prior notice) to an unusable 500quid, around 5 months later.
• the loss of my posted (by International REGISTERED mail) status/profile confirmation, followed up by threatening letters of law suits. On this matter, they denied receipt of the paperwork but later thanked me for my cooperation (mail received by them prior to their denial).
• for 3 months after my account address was transferred to an official UK one, all literature & statements still got delivered to the previous overseas address.
• each time a communication was made between us, they had no record of the previous one (invariably regarding the same matter).
• a £50 quid sweetener from them for inconvenience caused, only to find on the next statement they had charged me 3pence interest on the £50 balance in account. On demanding they rectify this, a representative called me and further apologised, re-crediting my 3pence (imagine a few thousand people being charged that sum....soon adds up to a nice little earner).
ALL ABOVE, PRIOR TO THE LATEST TAKEOVER BY BARCLAYS (any guesses as to whom by and when the next takeover will happen?)
Since then:
•received (by address proxy) a letter on October 25th 2008 to notify that current GF cards will be invalid as of 27th October 2008. And, absolutely no mention of what happens next!
•having received news of cards’ deadline, tried to sign into online account, to pay bill, but was refused access to the facility.
•called UK office for some sense but was told to call a different number as I don’t have my NEW account/card details.....WHAT CARD? Ended up speaking to an Indian call centre and ordering the card that WASN’T automatically dispatched to me (and made payment during same call).
SUMMARY:
In this day and age where peoples’ credit ratings are so fragile and easily tarnished, it’s essential that one maintains a clean sheet. Not the easiest of tasks when the financial institution you’ve entrusted has no regard for its customers and makes every communication medium as expensive and inept as humanly possible.
Sure I love a grumble, but for anyone reading this & thinking “why stay with them so long”, it’s everything to do with my absence from mainstream British life, thus uncertainty of qualifying with an alternative institution. All’s well now though. I do have another arrangement and will be putting the troublesome GF account to sleep, just as soon as they provide me my NEW details.....NOT TOO SOON, EITHER.:
Boy ‘o’ boy that feels better.

soontobeexgoldfisher

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marmalade47 wrote: »

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<P>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.</P>
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<P>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!!!</P>
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<P>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. </P>
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<P>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!</P>
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<P>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!!!</P>
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<P>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.</P>
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<P>Right 5:10pm today - Supervisor Katie called to tell me that the problem with the suppliers was a shortage of plastic<IMG class=inlineimg title=ROTFL alt="" src="http://images.moneysavingexpert.com/images/forum_images/smilies/laughing-smiley-014.gif&quot; border=0 smilieid="14"> <IMG class=inlineimg title=ROTFL alt="" src="http://images.moneysavingexpert.com/images/forum_images/smilies/laughing-smiley-014.gif&quot; border=0 smilieid="14"> - she then immediately offered me a £10 credit as a goodwill gesture - confirming that they are in real trouble!</P>
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<P>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.</P>
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<P>(Nearly finished <IMG class=inlineimg title=Tongue alt="" src="http://images.moneysavingexpert.com/images/forum_images/smilies/yabb/tongue.gif&quot; border=0 smilieid="84"> ) 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.</P>
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<P>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.</P>
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<P>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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