Metro Bank refer a friend offer

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!

medias

Just to update on my sister's saga with Metrobank. She received an email today from MLP. Here it is, in all its beauty.

We have been informed by Metro Bank that the eligibility criteria hasn't been fully satisfied yet.

We can confirm you have opened you account and switched. You have also deposited £500 in month one but you now need to deposit a further £500 in month 2.

You also still need to make the full 10 transactions.

Thank you,
The Metro Bank team

She opened her account on 27 August, switch in completed on 16 September. Transferred in £500 on 27 Aug, 27 Sep, and 25 Oct (and also on 24 Nov just in case). She made 11 card purchases in total across September and October and a further 10+ card purchases in November, as she is using her card for spending. On 13 November she received an email saying she didn't qualify because she didn't meet the criteria, and she registered the complaint right after that. This email from MLP doesn't make sense at all... when do they start counting.. month 1 and month 2? Why did they sent her an email on 13 Nov to tell her she didn't qualify, and in the message above they say she didn't qualify "yet" and she needs to deposit another £500 and make more purchases? This is nonsense. 

Then she called MB and was told that her complaint has been "resolved" and she should receive a letter in the post. The customer service rep was unable to say what the outcome was due to "we can't see that information from the complaints department", but there's no £50 in her account. 

YorkshireBoy

medias said:

Then she called MB and was told that her complaint has been "resolved" and she should receive a letter in the post. The customer service rep was unable to say what the outcome was due to "we can't see that information from the complaints department", but there's no £50 in her account. 

Pass it on to the FOS, but be prepared for a wait. I'd expect the FOS to instruct Metro Bank to double up to £100, the original £50 plus another £50 for your trouble.

medias

Thanks, I got my incentive (we were referred by the same relative), but my sister didn't. I hope she does complain to the ombudsman and/or leaves MB after this... I feel bad, as I told her about this switch incentive. Our relative was already a customer and we asked her to refer us, and as a result my sister switched her account to Metro. 

24Tweezers

I referred my son, but when he tried to activate his card over the phone, he was told there was a problem with it and he'd need to go to in a Branch to get it done.  The nearest branch was 22 miles from home.   Can't see him staying with them when the £50 incentive is credited.

medias

The Metrobank-MLP combination is not working well. My sister got a call from the MB complaints people last Thursday and was told that her complaint was resolved in her favour, and that she will receive the incentive in her account on Friday. This morning MLP emailed my sister to inform her once again that she has not met the criteria for the incentive. The £50 has not reached her account, and our relative who referred us has not received their £50 either. So my sis decided to switch to another bank account as soon as the incentive is paid. I might do the same, this is unreal... 

colsten

That's a shame. She should have gone to the Ombudsman as Metro have not resolved her complaint to her satisfaction. There is probably still time to do that.

Although if it was me, I would be emailing the Metro CEO first. Mr. Daniel Frumkin, dan.frumkin@metrobank.plc.uk. He won't be resolving the issue himself but he has an Executive complaints team that will be able to put the boot in.

Nick_C

keiran said:

Ahh -  I now got another entry at £50
"Thank You Bonus B" clearly refers to the £50 incentive for opening a new account, 
"Thank You Bonus A" refers to the £50s for referring others -  I seem to have only got £100.

Which means that of the 5 referrals I made ,  2 people have  undertaken the steps required (so far).
Maybe I'll get the other referral incentives later , as those who opened their accounts later go through the hoops

Just quoting this useful post as I spent a few minutes trying to find the information!

pfpf

the refer a friend offer ends in 2 weeks, so get a referrer from the referral board ASAP.

medias

Actually it ends on the 11th of Dec. 
https://www.metrobankonline.co.uk/about-us/press-releases/news/metro-bank-new-refer-a-friend/