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Declined RBS incentive due to switch date

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hi all, I appled for an RBS account on 7th March, part of the application is to switch an account, I completed this part too.

I wasnt automatically approved, most likely because I was on holiday in Spain when I did it, so I had a spanish IP address. However after a few days and submitting proof of ID, the account was opened and the switch completed on the 18th of March.

It's now the 10th may which is when the terms say it would be paid in by, but it hasnt. So I messaged them and they told me I was declined the incentive because I didnt complete the switch before the 8th March.

The terms say this:
apply for a Select, Reward, Reward Silver, Reward Platinum or Reward Black account (‘eligible current account’) via rbs.co.uk, or through a branch, between 28 January 2019 and 8 March 2019. As part of that application, you must transfer a non-RBS current account to your new eligible current account (which includes closing your non-RBS current account and moving all your payment instructions to your eligible current account) using the Current Account Switch Service

To me this says I must apply for the account by the 8th of March, but it does not specify anything about completing the switch by a certain date, but that it must be done (started) during the application process. I believe I met that criteria.

I would appreciate others thoughts, have I misunderstood?
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Comments

  • Zero_Sum
    Zero_Sum Posts: 1,567 Forumite
    Did you click the box to switch during the application or did you switch a few days after once everything was set up?
  • Tragen
    Tragen Posts: 278 Forumite
    Eighth Anniversary 100 Posts Photogenic Combo Breaker
    I switched during the application
  • Zero_Sum
    Zero_Sum Posts: 1,567 Forumite
    Dunno then as i switch to Nat West the day before the cut off date like you & got paid

    What about things like logging onto the internet banking & meeting minimum deposit requirements?
  • bsms1147
    bsms1147 Posts: 2,275 Forumite
    Part of the Furniture 1,000 Posts Name Dropper Combo Breaker
    Take it up with them, you did apply during the qualifying period so should be eligible (providing you met the other terms).

    Alternatively make use of the current, slightly better, offer?
  • Tragen
    Tragen Posts: 278 Forumite
    Eighth Anniversary 100 Posts Photogenic Combo Breaker
    Zero_Sum wrote: »
    Dunno then as i switch to Nat West the day before the cut off date like you & got paid

    What about things like logging onto the internet banking & meeting minimum deposit requirements?

    Yep, I did everything required as far as I can tell.
    bsms1147 wrote: »
    Take it up with them, you did apply during the qualifying period so should be eligible (providing you met the other terms).

    Alternatively make use of the current, slightly better, offer?

    Well, I did take it up with them, they told me that I didnt switch in time, even though I told them, that there is no stipulation to switch before a certain date, and I did it during the application process.

    I've now asked to be passed to their complaints team so I guess I might hear from them on monday. Following that off to the ombusdman i guess.

    The current offer is not as good for me due to the conditions on maintaining the account.
  • SuperAllyB
    SuperAllyB Posts: 880 Forumite
    Part of the Furniture 500 Posts Name Dropper
    Are you sure that there weren't any conditions such as the account being fully.opened and/or the switch completed by the 8th March. I started the application process at the beginning of March but abandoned my application because I didn't think I had time to meet the criteria. Unfortunately I can't actually remember exactly what I read to make me.think that. It's also possible that my interpretation of the rules was wrong.

    I have just applied for an account now to take.adbantage of the new offer.
  • Tragen
    Tragen Posts: 278 Forumite
    Eighth Anniversary 100 Posts Photogenic Combo Breaker
    SuperAllyB wrote: »
    Are you sure that there weren't any conditions such as the account being fully.opened and/or the switch completed by the 8th March. I started the application process at the beginning of March but abandoned my application because I didn't think I had time to meet the criteria. Unfortunately I can't actually remember exactly what I read to make me.think that. It's also possible that my interpretation of the rules was wrong.

    I have just applied for an account now to take.adbantage of the new offer.

    hi yes, the terms for new customers are
    1. New customers must: (a) apply for a Select, Reward, Reward Silver, Reward Platinum or Reward Black account (‘eligible current account’) via rbs.co.uk, or through a branch, between 28 January 2019 and 8 March 2019. As part of that application, you must transfer a non-RBS current account to your new eligible current account (which includes closing your non-RBS current account and moving all your payment instructions to your eligible current account) using the Current Account Switch Service; and (b) after your eligible current account is opened, you must also: (i) deposit £1,500 into your eligible current account; and (ii) log into our digital or mobile banking service, before 12 April 2019.

    and
    If you meet the conditions for this offer, we’ll pay £150 into your eligible current account by 10 May 2019, but please note: • If you close your eligible current account before this date, then the £150 won’t be paid. • You won’t be eligible for this offer if you’ve already taken advantage of a cash offer from RBS and/or National Westminster Bank Plc (NW) between October 2017 and December 2018 for (i) opening a new current account and switching to RBS/NW or (ii) upgrading your existing RBS/NW current account. • Joint accounts will only be eligible for one payment. • You can only benefit from this offer once and we can withdraw it at any time.
  • Wait to hear back from the complaint.

    Not sure if the FOS will handle switch bonus incentive issues though?
  • SuperAllyB
    SuperAllyB Posts: 880 Forumite
    Part of the Furniture 500 Posts Name Dropper
    Looks pretty clear there. Can only assume there was something else onscreen that made me think otherwise but can't honestly remember. Good luck.
  • Tragen
    Tragen Posts: 278 Forumite
    Eighth Anniversary 100 Posts Photogenic Combo Breaker
    Thought I'd follow up; on Friday I asked and got put through to complaints, who responded today with a call. The guy was very professional and upheld my complaints. I will have the incentive by the end of the week and a small sum which is in my account already as compensation.

    RBS definitely need to work on their first line support and the app itself, which does not offer exporting transcripts and disables screenshots. I cant be bothered to follow up on this, but I'm fairly sure they should/must offer a way to keep transcripts for your own records.
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