goldfish credit card customer service, and loyalty vouchers... rant..

stolt

rant really, but if anyone has any useful advice that would be great on how to deal with this.

Goldfish credit card offer a loyalty voucher system whereby for example every 100.00 you spend you get a five voucher at any number of stores, I built my points up and ordered fifty pounds worth of woolworths vocuhers and fifty pounds worth of argos vouchers. This was back in october, didn't get anything so Goldfish sent me a royal mail letter to sign i hadn't and then apparently they were sent out..... again no vouchers, phoned today to be told that we have sent twice your not going to get anymore a decision has been taken and sorry but thats its. So i've lost my points and my vouchers, apparently the supervisor said that anything under two hundred and fifty pounds gets sent normal post, which is mad its just liek sending cash through the post, I was originally told by the customer service team that all missing vouchers could be cancelled with the stores because they keep the numbers only to be told today that there is no way they could do that!!

Now I know its unlucky not to get them twice (if they have sent them twice) but how can i be held responsible for royal mail. I'm going to write a letter but for the sake of what 70 pence to send recorded they should have no problems tracking them.

I've wrote a letter to the effect that I think the woman i dealt with was quite abrupt and that i think its unfair but I guess they will stick to their guns and the supervisor said that Goldfish offered no guarantee on the vouchers and sending them out was at the discretion of goldfish.

I don't know if there is anyone else i can write to other than the complaints section, trading standards?, watchdog? Financial Ombudsman Service? do you think its not worth it, but i feel annoyed that I've lost 100.00 that I coudl have used for crimbo presents.

cxxr

Hi stolt,

I read your post regarding Goldfish and I can confirm their service is well below par with other creditcard companies.

I wanted to share with everyone an incident I had with them when my father wanted to cancel his credit card. This was way back in September, when he cleared all his debts and cancelled, only to be received with another bill and a statement for a recurring Accidental Death plan for 2.64!, So he paid this off and prepared a letter to close the account only to be given another bill (2.64) and told to contact the insurance company! So he contacted them and by that time they billed another 2.64 for November 1st and then cancelled the policy. Only then did Goldfish send another statement on December 10th with another bill for 2.64 and interest of 5p and another 2.64 for a payment back in June! I think this is where my father lost it and called Goldfish for the 3rd time only to be told to call the insurance company again - being thrown back and forth and getting upset at being made to pay for something he didnt want and had cancelled in the first place - I thought it was time to intervene!

So I called up my father, confrenced the insurance company, explained everything to them, at which point they said, yes we received all the payments, and the last one was 1st november, and the account is closed, and we even have the letter to prove it!, some how it looked like Goldfish made a mistake in the billing.

So in order to close this case once and for all, I confrenced in 1st Goldfish cutomer service rep. Once on the line and they told me to speak to the insurance co again! Luckily I had them both on the line and they confirmed all payments were made and account cancelled! It was crsytal clear, there was a mistake at Goldfish's end. I then got passed to another Goldfish CSR (2nd), who still couldnt fix the problem and passed me to another rep, the 3rd rep!

I wasnt very happy, my father was on the line for 1/2 hour, all for £5.33 - but it was the principle! Why Goldfish dragged this on for 3 months and then dated baxck a payment form June and then bolted it on in December beggars belief!

So I layed the ultimatum on the rep, either you sort this out £5.33 credited off, and close the account or you make my father pay for something he wasnt supposed to and I tell the whole world what I think of your company, especially when I dont have problems with any other card company...

So you can proabbly guess what happened.......we eventually got the credit and are now waiting for a confirmation letter.

Anyway, after all that hassle, they couldnt prove anything, which brings me to the conclusion that for even 5.33 they are willing to give the customer all that running around and grief without refunding their mistake and closing an account!

So I wouldnt recommend anyone to go with them!
I know its nasty, but I hope they go out of business, no customer deserves treatment like that.

cxxr