Contacting Mansfield BS

ForumUser7

Bridlington1 said:

ForumUser7 said:

Bridlington1 said:

ForumUser7 said:

56 days since my application - still not heard back. Their email on the day I applied said 'We will send out your User ID and an activation key through the post to the registered address within 3 working days.', but they confirmed my account was still in a queue after that timeframe had passed. I'm lost as to what is even going on now with this.

I kind of want to remind them, but I also want to see how long it is until they notice

Remind them. I've always found complaining to be lucrative so far as banks are concerned. 

The irony is I did complain in early January, and it is with a complaint handler who is investigating for me. I wondered if perhaps they are holding the application until the complaint was investigated, but idk why they would do that

All I can suggest is pester them again to try and get a financial apology out of them as 56 days is absurd IMHO. Failing that just try getting the postal version instead as it's so much quicker and easier to open/operate than the online version.

I’ve just checked my complaint response letter from them, and I was due an update by 02/02/2023 (if they hadn’t managed to conclude investigations by 25/01/2023) but it hasn’t arrived - perhaps it is delayed in the post. I’ll give it 5WD and then send a chaser email.

In my initial email I have requested compensation - I would be surprised if they didn’t agree it was a reasonable request. That said, I have no clue how much it would/should be:
- Several phone calls to try and get through to the right team, none which were picked up
- Callback requests by other teams that weren’t actioned (still)
- Emails that weren’t replied to (still)
- The application which hasn’t been processed (still)
- Missed the 90 day notice tracker product (due to the callback to ask my queries not happening)

I think as there were repeated small errors lasting weeks, it may fall within the FOS £100-£300 bracket for distress and inconvenience, probably towards the top, but I’m interested to see what Mansfield offer. I think the timescale is what’s caused the complaint to become to significant.

mac20

ForumUser7 said:

56 days since my application - still not heard back. Their email on the day I applied said 'We will send out your User ID and an activation key through the post to the registered address within 3 working days.', but they confirmed my account was still in a queue after that timeframe had passed. I'm lost as to what is even going on now with this.

I kind of want to remind them, but I also want to see how long it is until they notice

For me it's been a month since applying for the RS. 

And I've pretty much given up with it, I can't be bothered with the continuous back and forth.

ForumUser7

They’ve offered £25 goodwill and for the interest to be backdated - but I don’t feel that is enough given all the inconvenience and hassle. What do you lot think please? I don’t want to take them to the FOS, as they are a mutual - but I don’t feel their final offer fully recognises the impact.

EDIT:

- Several phone calls to try and get through to the right team, none which were picked up
- Several Callback requests by other teams that weren’t actioned (still)
- 2 emails that weren’t replied to (still)
- The application which wasn't processed (now done (approx 3 months after applying) according to the response letter) 
- Missed the 90 day notice tracker product (due to the callback to ask my queries not happening)

Grizebeck

Seems a reasonable amount

ForumUser7

I am pleased to report that my account has now been opened, nominated bank account approved, deposits arrived and compensation sorted. Thank you to everyone who shared their experiences, it's been very helpful.

I recall a thread about deposit times for Mansfield, but I cannot find it so I list my experience below. They were all sent between Tuesday 14th and Wednesday 15th and are all showing on the website now ready to give notice when I want to:

Day I sent it ~ time I sent it ~ date their online system shows it being received on
Tuesday ~ 8pm dated Wednesday
Wednesday ~ 1pm dated Wednesday
Wednesday ~ 6.20pm dated Wednesday
Wednesday ~ 6.35pm dated Thursday

It seems if the deposit is received before the ~6.30pm working day refresh, it is dated as that day, if it is the received after that time, it is dated as the next working day. YMMV, but this appears to be how it has worked for me.

Bridlington1

Just received this email from Mansfield:

01623 676363

Customer Service Delays

Dear Bridlington1 At Mansfield Building Society we pride ourselves on the high service standards we work to for new and existing members – we see this as an integral part of our overall customer proposition but I am aware that your recent experience may have fallen short of the standards we set ourselves.   In particular, feedback from our members and colleagues in our branch and savings support teams indicates that some customers have been affected by delays in handling their recent online applications - they may have also struggled to get through to the Society by telephone and/or secure messaging at times.   Whilst the root cause of the delay appears to have been caused by the popularity of our recent product launches, this is no excuse.  I would therefore like to apologise to you personally for any inconvenience you have experienced as a result of our processing backlog.   Please be assured that you will not be disadvantaged by the delay - our teams have been instructed to ensure that interest is backdated where appropriate.   In closing, I want to thank you for choosing Mansfield Building Society and thank you for your valued custom. I also want to reassure you that we have addressed the service shortfall and we have now worked through the backlog of enquiries. I hope that your next interaction with us will be more akin to the high standards you should quite rightly expect from the Society.   If you have any questions, queries or concerns in relation to this communication or any other aspect of your relationship with the Society, please do get in touch at onlinebanking@mansfieldbs.co.uk or call the Online Team on 01623 676363 and I will ensure that your feedback is dealt with accordingly.        Sincere regards

Paul Wheeler Chief Executive

ForumUser7

Bridlington1 said:

Just received this email from Mansfield:

01623 676363

Customer Service Delays

Dear Bridlington1 At Mansfield Building Society we pride ourselves on the high service standards we work to for new and existing members – we see this as an integral part of our overall customer proposition but I am aware that your recent experience may have fallen short of the standards we set ourselves.   In particular, feedback from our members and colleagues in our branch and savings support teams indicates that some customers have been affected by delays in handling their recent online applications - they may have also struggled to get through to the Society by telephone and/or secure messaging at times.   Whilst the root cause of the delay appears to have been caused by the popularity of our recent product launches, this is no excuse.  I would therefore like to apologise to you personally for any inconvenience you have experienced as a result of our processing backlog.   Please be assured that you will not be disadvantaged by the delay - our teams have been instructed to ensure that interest is backdated where appropriate.   In closing, I want to thank you for choosing Mansfield Building Society and thank you for your valued custom. I also want to reassure you that we have addressed the service shortfall and we have now worked through the backlog of enquiries. I hope that your next interaction with us will be more akin to the high standards you should quite rightly expect from the Society.   If you have any questions, queries or concerns in relation to this communication or any other aspect of your relationship with the Society, please do get in touch at onlinebanking@mansfieldbs.co.uk or call the Online Team on 01623 676363 and I will ensure that your feedback is dealt with accordingly.        Sincere regards

Paul Wheeler Chief Executive

At least they are self aware I suppose - surprised I haven’t got that email yet, maybe they are batch sending them out 

Has your regular eSaver account been opened yet?

Bridlington1

ForumUser7 said:

Bridlington1 said:

Just received this email from Mansfield:

01623 676363

Customer Service Delays

Dear Bridlington1 At Mansfield Building Society we pride ourselves on the high service standards we work to for new and existing members – we see this as an integral part of our overall customer proposition but I am aware that your recent experience may have fallen short of the standards we set ourselves.   In particular, feedback from our members and colleagues in our branch and savings support teams indicates that some customers have been affected by delays in handling their recent online applications - they may have also struggled to get through to the Society by telephone and/or secure messaging at times.   Whilst the root cause of the delay appears to have been caused by the popularity of our recent product launches, this is no excuse.  I would therefore like to apologise to you personally for any inconvenience you have experienced as a result of our processing backlog.   Please be assured that you will not be disadvantaged by the delay - our teams have been instructed to ensure that interest is backdated where appropriate.   In closing, I want to thank you for choosing Mansfield Building Society and thank you for your valued custom. I also want to reassure you that we have addressed the service shortfall and we have now worked through the backlog of enquiries. I hope that your next interaction with us will be more akin to the high standards you should quite rightly expect from the Society.   If you have any questions, queries or concerns in relation to this communication or any other aspect of your relationship with the Society, please do get in touch at onlinebanking@mansfieldbs.co.uk or call the Online Team on 01623 676363 and I will ensure that your feedback is dealt with accordingly.        Sincere regards

Paul Wheeler Chief Executive

At least they are self aware I suppose - surprised I haven’t got that email yet, maybe they are batch sending them out 

Has your regular eSaver account been opened yet?

Mine's been open a couple of weeks though at the moment it's only getting the minimum monthly deposit as I managed to get the tracker 90 account at 4%. 

ForumUser7

Update on their website today:

“Selected current and closed issue variable rate savings accounts will also be increased on 1 March and full details of the new rates will be available on the Society’s website or from any of our branches in due course.”