Metro Bank refer a friend offer

NottinghamKnight

bazwaldo said:

medias said:

So my sister made a complaint one week ago about not getting her £50. She has yet to hear back from MB, although they said most complaints are resolved within 3 days.

They don't appear to take complaints seriously. They don't log and document a complaint. They think that giving you a standard reply resolves a complaint. Ridiculously unproffesional to say the least.

If true that would cost them a lot of money in FOS referrals.

Over62

My OH and I have now sent 3 secure messages about non-payment of the RAF bonus.  He has received 2 standard 'ring us' replies, but mine has been referred to a different department.   Wow, let's see what that achieves.   Once this is settled,  the accounts will be left dormant ready for the next switching offer. 

crumpet_man

I'm not sure I'd even trust them to be able to switch out an account to a new bank.  

colsten

crumpet_man said:

I'm not sure I'd even trust them to be able to switch out an account to a new bank.  

The shambles with the Refer A Friend offer hasn't really any bearing on switching out of Metro. It is the new bank who liaise with Metro, and the switch guarantee protects you against losses. Besides, there is no evidence that switch requests from Metro are failing. I have used several Metro accounts as switch donor accounts myself,  and each of the switches worked like clockwork. Also, the switches into Metro that we all had to use as part of the Refer A Friend offer worked flawlessly, as does the Metro account opening, every time.

Worth remembering that the offer is actually administered by a third party called MLP. It seems Metro didn't pick the best partner for their offer, and there is obviously no excuse for Metro CS not knowing about the offer.






https://metrobankinvite.co.uk/referafriend/help-and-support

medias

bazwaldo said:

medias said:

So my sister made a complaint one week ago about not getting her £50. She has yet to hear back from MB, although they said most complaints are resolved within 3 days.

They don't appear to take complaints seriously. They don't log and document a complaint. They think that giving you a standard reply resolves a complaint. Ridiculously unprofessional to say the least.

I don't think you can log a formal complaint with MB by sending a message online or via the app... You need to either phone or write a letter. https://www.metrobankonline.co.uk/help-and-support/forms/give-us-feedback/

bazwaldo

medias said:

I don't think you can log a formal complaint with MB by sending a message online or via the app... You need to either phone or write a letter. https://www.metrobankonline.co.uk/help-and-support/forms/give-us-feedback/

I phoned to make a complaint. The complaint handler had no clue to the existence of the referral program, made some enquiries, gave me some information that did not resolve my complaint, which was that MB did not pay me the referral in the timeframe stipulated in their t&C's. When i contacted them again to follow up my complaint, they told me they had no record of a complaint and that the handler must have auto closed the complaint, without asking me if it was ok to do so.

colsten

bazwaldo said:

medias said:

I don't think you can log a formal complaint with MB by sending a message online or via the app... You need to either phone or write a letter. https://www.metrobankonline.co.uk/help-and-support/forms/give-us-feedback/

I phoned to make a complaint. The complaint handler had no clue to the existence of the referral program, made some enquiries, gave me some information that did not resolve my complaint, which was that MB did not pay me the referral in the timeframe stipulated in their t&C's. When i contacted them again to follow up my complaint, they told me they had no record of a complaint and that the handler must have auto closed the complaint, without asking me if it was ok to do so.

Did you have a complaint reference number for your original complaint?

Do you have a complaint reference number for your current complaint?

bazwaldo

colsten said:

Did you have a complaint reference number for your original complaint?

Do you have a complaint reference number for your current complaint?

No, i was not given one, didn't really expect one as i have rarely had one given before when making a complaint elsewhere. My bad, that i did not ask for one i guess.

colsten

bazwaldo said:

colsten said:

Did you have a complaint reference number for your original complaint?

Do you have a complaint reference number for your current complaint?

No, i was not given one, didn't really expect one as i have rarely had one given before when making a complaint elsewhere. My bad, that i did not ask for one i guess.

Invariably, they (all companies) only start recording the complaint when asked for the reference number. I reckon at least some of them use complaints in performance reviews of the individual operative taking the call ("....was unable to resolve the customer's query...." etc etc), so operatives might be reluctant to actually record it.

YorkshireBoy

colsten said:

Invariably, they (all companies) only start recording the complaint when asked for the reference number. I reckon at least some of them use complaints in performance reviews of the individual operative taking the call ("....was unable to resolve the customer's query...." etc etc), so operatives might be reluctant to actually record it.

That's not been my most recent experience. When calling about minor issues and niggles on 3 accounts just this month I've been positively encouraged by the call handlers to formally raise a complaint, with one of them virtually insisting I did! All of them gave me a reference number without me having to ask for one.

Not that I condone frivolous complaints, but £125 a month is a welcome substitute for poor savings interest rates!