Co-operative Refer a Friend Switching Offer £125 (Nov 2022)

Alex9384

Bridlington1 said:

@Alex9384 welcome to the club. If you complain the response will probably be something along the lines of "sorry but you're not a new customer" followed by a "we'll send you a final response letter, you're free to take the matter to the FOS if you're not satisfied". They were quite quick to give me this response in my case.

Thanks. I'm just filling their complaint PDF.

I included a sentence "I did not hold any Coop account at the time the new offer was introduced, therefore I was not an existing customer."

Ed-1

Another rejection.

Their response: you received the offer in December.

My response: how can I have done when you only launched this offer on 1st February?

Dustybee

Ed-1 said:

Another rejection.

Their response: you received the offer in December.

My response: how can I have done when you only launched this offer on 1st February?

Have you officially put in a complaint?  Seems like there are going to be a few of us for them to deal with.  

Ed-1

Dustybee said:

Ed-1 said:

Another rejection.

Their response: you received the offer in December.

My response: how can I have done when you only launched this offer on 1st February?

Have you officially put in a complaint?  Seems like there are going to be a few of us for them to deal with.  

Yes emailed it off.

Bridlington1

Ed-1 said:

Another rejection.

Their response: you received the offer in December.

My response: how can I have done when you only launched this offer on 1st February?

Welcome to the club. I've had this complaint with Co-op regarding the first £125 switching offer months ago, which is now at the FOS.

Alex9384

I sent them an official complaint form, they replied in the online banking message, I replied back, they replied again today.

Basically, I told them I haven't benefited from THIS offer as they say. I benefited from the previous offer last year.

I asked them, instead of just giving me a link to their T&C, if they can copy-paste any clause specifying what "this offer" means.

They didn't show me any such clause.

I also asked if they can copy-paste any clause specifying who is considered a "new customer" and who isn't.

Again, they didn't. They just said the previous CS representative who spoke to me is "right" and the "offer is only for new customers".
LoL? Is this normal? They are obviously dodging questions and are unable to show me where in their own T&C is specified what I'm asking them for. Almost as if the T&C was written vaguely on purpose, so they entice people to switch, but then avoid pay outs because their T&C are open to whatever interpretation they wish. I think it's time for the FOS to have a look at this.

adamp87

With this issue (rejection of bonuses) although you might have to wait a while has anyone tried speaking to the complaints over the phone? A lot harder for them to fob you off if you bringing up you’ve not claimed it before and the t&c’s don’t restrict you. May get some movement with a conversation rather than an email just an idea 

Dustybee

adamp87 said:

With this issue (rejection of bonuses) although you might have to wait a while has anyone tried speaking to the complaints over the phone? A lot harder for them to fob you off if you bringing up you’ve not claimed it before and the t&c’s don’t restrict you. May get some movement with a conversation rather than an email just an idea 

I haven't tried over the phone with the Co-operative.  I've gone a similar route to @Alex9384 but secure messages first then submitted the pdf complaint form.  No reply to the complaint form yet but not expecting any change to their decision.

I remember dealing with TSB Bank a few years ago now. It was a TSB/Quidco bonus and that was discussed over the telephone after the initial complaint was lodged.  The CS operator came out with absolute rubbish that didn't make sense to insist that their T&C's had not been followed.  I had to take it to the FOS and my complaint was upheld.

Bridlington1

Dustybee said:

adamp87 said:

With this issue (rejection of bonuses) although you might have to wait a while has anyone tried speaking to the complaints over the phone? A lot harder for them to fob you off if you bringing up you’ve not claimed it before and the t&c’s don’t restrict you. May get some movement with a conversation rather than an email just an idea 

I haven't tried over the phone with the Co-operative.  I've gone a similar route to @Alex9384 but secure messages first then submitted the pdf complaint form.  No reply to the complaint form yet but not expecting any change to their decision.

I remember dealing with TSB Bank a few years ago now. It was a TSB/Quidco bonus and that was discussed over the telephone after the initial complaint was lodged.  The CS operator came out with absolute rubbish that didn't make sense to insist that their T&C's had not been followed.  I had to take it to the FOS and my complaint was upheld.

I did all my complaining over the phone and received the same response as @Alex9384. You could try dealing with them via carrier pigeon and you'd probably get the same response.

I am just surprised they launched the second £125 switching offer with the same Ts&Cs as the old £125 offer. I'd have thought that after the volume of complaints they must have received they'd have brought in a term which defines what a new customer is to save themselves the hassle.

dcs34

^ I'd make that point to them too. They knew the T&Cs for the previous scheme was ambiguous, did nothing to change it, and are surprised the same issues have occurred.

If you want a faster / more human investigation into the issue then maybe worth emailing the Co-operative Bank CEO:

nick.slape@co-operativebank.co.uk