Morgan Stanley/ Goldfish worst Customer Service ever!

Young_Gordon

As per Martins recommendations at the time, :money:
We opened MS Card Apr 07 pre our wedding Jul 07, to gain 3x 1% for 3 months cashback, for the first £2000 spent, 0.5% thereafter. Now Oct 07 and spent £5500 on it due to the wedding costs! Yet cashback still only £37.01 when it should be £60+£17.50=£77.50.

So that was the first complaint to which i was told on the phone different stories, "don't worry its coming at the end of the offer period" and "sorry the IT dept and Accounts dept know theres a problem, it'll come on next statement"! But it's not, after 2 more months waiting! :eek:

Biggest problem I got is getting a new PIN that i can remember, as each time they send a new 'pin' which i ask them for, they ALSO 'have to send a new card' 4-9 weeks later, 3 times now, because the old one is deemed 'lost' by them by that stage. They don't allow to change your pin at an ATM like EVERY other GOOD bank in the country! My wife is furious because she is the main cardholder, and has to repeat everything i tell them, as they dont talk to me. Need less to say, we've already started using other cards, and once our triple cashback arrives and it is near a multiple of £15, for reclaiming, the Morgan Stanley can "get to France"! :mad:

Our complaint letter, for cashback and compensation, was sent in 22/8/07 and they've since sent us 2 'sorry our answer is delayed' replies!!! :beer:

Zebedee69

To be honest not many credit cards allow you to change your pin at an ATM. Its on a different system to the debit cards that you get with a current account so a quick call is needed to change a pin. Its simple and takes 5 mins.

Also the reason they wont speak to you because your wife is the main account holder. Its to comply with the Data Protection Act and as such this is a nice bit of protection.

Im sure they will sort the cashback out. Morgan Stanley are one of the better cards out there for customer service so it shouldnt be a problem.

Another thing, the reason they cancel the card for every new pin is that every account should have one card. Its a pure safety feature imaging having 20 cards to one account. It only takes one lost card to fall into the hands of a fraudster and you'll be stuck.

Iamthesmartestmanalive

Young_Gordon wrote: »

As per Martins recommendations at the time, :money:
We opened MS Card Apr 07 pre our wedding Jul 07, to gain 3x 1% for 3 months cashback, for the first £2000 spent, 0.5% thereafter. Now Oct 07 and spent £5500 on it due to the wedding costs! Yet cashback still only £37.01 when it should be £60+£17.50=£77.50.

So that was the first complaint to which i was told on the phone different stories, "don't worry its coming at the end of the offer period" and "sorry the IT dept and Accounts dept know theres a problem, it'll come on next statement"! But it's not, after 2 more months waiting! :eek:

Biggest problem I got is getting a new PIN that i can remember, as each time they send a new 'pin' which i ask them for, they ALSO 'have to send a new card' 4-9 weeks later, 3 times now, because the old one is deemed 'lost' by them by that stage. They don't allow to change your pin at an ATM like EVERY other GOOD bank in the country! My wife is furious because she is the main cardholder, and has to repeat everything i tell them, as they dont talk to me. Need less to say, we've already started using other cards, and once our triple cashback arrives and it is near a multiple of £15, for reclaiming, the Morgan Stanley can "get to France"! :mad:

Our complaint letter, for cashback and compensation, was sent in 22/8/07 and they've since sent us 2 'sorry our answer is delayed' replies!!! :beer:

Sorry but what do you expect compensation for?

Compensation is to restore people to a position were its been removed due to neglience

You are due the cashback yes but the rest of your so called complaint is complete balls

Young_Gordon

Zebedee69 wrote: »

To be honest not many credit cards allow you to change your pin at an ATM. Its on a different system to the debit cards that you get with a current account so a quick call is needed to change a pin. Its simple and takes 5 mins.

Yes I phoned, but all they could do is send out 'pin change request form', so i sent it back following day!. 6 weeks later, i said "well?", they said "yes we got it, but never sent new a new card", so i said "thats fine, i just keep using the one i got", "NO, we must send you new one". That's when it all got worse as their new cards kept coming with more auto-generated pins!!!

Also the reason they wont speak to you because your wife is the main account holder. Its to comply with the Data Protection Act and as such this is a nice bit of protection.

I do realise this, I am involved with giving loans out myself! I mentioned this to state that my wife is 'furious' really, not through my or her fault!

Im sure they will sort the cashback out. Morgan Stanley are one of the better cards out there for customer service so it shouldnt be a problem.

I have had a few credit cards now, like the Barclaycard (free £50 offer) - it arrived in 8 days from applying!!!, with 0800 activation, and i already changed pin at an ATM, and I do not have a Barclays Bank Account, (unlike your comment suggests above) !

Another thing, the reason they cancel the card for every new pin is that every account should have one card. Its a pure safety feature imaging having 20 cards to one account. It only takes one lost card to fall into the hands of a fraudster and you'll be stuck.

Thanks for the advice, but i do realise this too! I am well aware that since Morgan stanley are CRAP in my opinion, they are going to go to 'France' soon as my triple cashback turns up!!!!!!!!!!!!!!!!!!!!!!!!!!!

Young_Gordon

Iamthesmartestmanalive wrote: »

Sorry but what do you expect compensation for?

Compensation is to restore people to a position were its been removed due to neglience

The compensation my learned friend, is for the negligence in 'not carrying out their actions in a full and timely manner', first i had to wait many weeks for my original card, second my pin change request, was not actioned whatsoever, even though they told me later that they had got it, third, my new second card arrived auto-pinned, i then ended up with a third card, and now my complaint has taken 8 weeks unresolved also! - needless to say, i have barely used the account at all, and my wife has had to use hers! Totally inconvenient, and complete waste of time having second cardholder at all!

You are due the cashback yes but the rest of your so called complaint is complete balls

Ha ha his made me laugh! Made me think twice for about a second right enough, however I have not had a rougher ride since the Nectar Amex i opened a while back, got sent to my entire street, because my house number 3 was MISSING from the application (i spoke over phone) . God knows how they did a credit check on me without typing in my house number? Numerous calls finally sorted that one out, and a complaint letter got me the 5000 nectar points i originally applied for, plus 1000 points for inconvenience by nectar, AND £50 compensation for the waste of my time/data protection error by Amex!!

Stephen_Leak

Zebedee69 wrote: »

Im sure they will sort the cashback out. Morgan Stanley are one of the better cards out there for customer service so it shouldnt be a problem.

They were, but not since the Goldfish takeover, I'm afraid. I claimed my first £15 of triple cashback at the end of July. Two "Sorry we've taken 28 days, it could take us another 28 days" letters and one referral to the Financial Ombudsman later, and I'm still waiting for my cheque.

Iamthesmartestmanalive

Young_Gordon wrote: »

Ha ha his made me laugh! Made me think twice for about a second right enough, however I have not had a rougher ride since the Nectar Amex i opened a while back, got sent to my entire street, because my house number 3 was MISSING from the application (i spoke over phone) . God knows how they did a credit check on me without typing in my house number? Numerous calls finally sorted that one out, and a complaint letter got me the 5000 nectar points i originally applied for, plus 1000 points for inconvenience by nectar, AND £50 compensation for the waste of my time/data protection error by Amex!!

Compensation is meant to restore you to the start position

Its not there to make you happy

i.e all they are obligated to do is give you the cashback and any costs incurred in getting it