Ulster application

jokono

How long did you have to wait to be connected to someone on chat? I've received a text yesterday that they need more information for the switch (the account was open) and I should contact them via Cora. I've been waiting for an hour and a half now. No idea what info they might need, I have them the account and card details when applying.

cryptowhale123

For anyone having issues connecting to Cora chat, make a complaint. I spent absolutely ages trying to get through to someone, being passed around departments, having to wait days before being connected. I received £200 compensation. 

Still waiting for my original issue to be resolved though (a problem with my switch). 

SVts

cryptowhale123 said:

For anyone having issues connecting to Cora chat, make a complaint. I spent absolutely ages trying to get through to someone, being passed around departments, having to wait days before being connected. I received £200 compensation. 

Still waiting for my original issue to be resolved though (a problem with my switch). 

wow  it's as if money(other peoples) has no value to these banks, lol  

[Deleted User]

I have two RBS accounts, can I switch and get the bonus?

Update, I can see from the terms in theory it is possible, however the page to apply is down for maintenance. 

dealyboy

Hi @[Deleted User] ...

Deleted_User said:

I have two RBS accounts, can I switch and get the bonus?

Update, I can see from the terms in theory it is possible, however the page to apply is down for maintenance. 

... I note that this off topic (Ulster Bank thread) but the incentive T&Cs for all 3 of the NatWest bank group are pretty much identical.

From RBS Switch Offer terms: ...
" Please Note ...

You can only benefit from this offer once, meaning that even if you apply, successfully open an account, and meet the conditions of this offer for more than one eligible account, you’ll only receive one payment."

edit for clarity: 'this offer' is referring to the specific bank switch offer, in this case to RBS, so when it refers to 'more than one eligible account' it means with RBS alone (not the NatWest group of three).

[Deleted User]

dealyboy said:

Hi @[Deleted User] ...

[Deleted User] said:

I have two RBS accounts, can I switch and get the bonus?

Update, I can see from the terms in theory it is possible, however the page to apply is down for maintenance. 

... I note that this off topic (Ulster Bank thread) but the incentive T&Cs for all 3 of the NatWest bank group are pretty much identical.

Under 2. Existing Customers ... Please Note

"You can only benefit from this offer once, meaning that even if you apply, successfully open an account, and meet the conditions of this offer for more than one eligible account, you’ll only receive one payment."

Thanks, I have never actually received a switch bonus from any Natwest group.

mab3000

mab3000 said:

My ludicrous experience with Ulster so far. 

Applied online on the 15th Feb and requested a switch, providing all the account details for the account I was switching into Ulster Document sent to me in the post for me to sign and send to them a few days later which I did the same day I received it. Text arrives on the 23rd Feb and card, pin and customer number. 

However didn’t hear anything at all about what was happening with the switch. Got to Tuesday this week and still nothing. So decided to try and use their awful “Ask Cora” chat function to speak to someone about it. Said I would get a response in 4 hours. Many hours passed and nothing back so decided to call them.

Spoke to someone and they told me that they couldn’t see any switch request for me. I said I requested it online and provided all the account details. Even though they claimed they couldn’t see a switch they suggested I tried contacting the bank I was switching from to find out what was going on… in the end they said they’d raise a query and someone will get back to me. Fed up I then filled out a complaint form.

Later that day someone finally responded to the chat message but getting similar responses, cannot see a switch etc. After a lot of back and forth messages, someone finally responded saying that they could see I requested a switch but for some reason the details of the account I was switching weren’t there. But I got told not to worry, there would be a marker added that I requested a switch and asked me to fill out an online switch form. And I should then get the incentive as long as I do everything else to qualify. Filled out the switch form on Wednesday. Have still not had any confirmation the switch is happening… 

Today I received a response letter by email to my complaint. They basically told me that  as i signed a paper application I didn’t qualify for the switch as I had to apply online (even though I did apply online). And that there was no evidence that I requested a switch (the person I spoke to on chat found otherwise, and the form they sent out for me to sign did say “Yes” to was I requesting a switch). But despite this they have put £75 in my account without me even agreeing to this as for what I can tell money for me to go away. The letter was poorly worded and they even spelt my name wrong. 

Utter farce. 

An update on the above (from 2 weeks ago)

The switch finally happened on Wednesday. And today I received the £200 incentive money. So what I was eventually told on the chat was correct. And shows what the complaint handler told me was a load of rubbish. 

I did go back to the complaints team to challenge their resolution in the form of an email 2 weeks ago. After hearing nothing back from them after about 5 days I called them. They said they did receive my email, and they were still looking into it and needed time to investigate and they would get back to me. Now 2 weeks on, apart from the phone call I made I have heard nothing. 

Despite the switch being complete and received the incentive I feel reluctant to let the complaint slide. The thing that annoyed me the most about this whole issue was the way the complaint was handled. Their response was like poring petrol onto a bonfire that was starting to fizzle out. Even if it’s just an apology I feel that this is something that should be given in this instance. 

Going to give them another week or so then start chasing. 

dealyboy

Hi @mab3000 ...

mab3000 said:

mab3000 said:

My ludicrous experience with Ulster so far. 

Applied online on the 15th Feb and requested a switch, providing all the account details for the account I was switching into Ulster Document sent to me in the post for me to sign and send to them a few days later which I did the same day I received it. Text arrives on the 23rd Feb and card, pin and customer number. 

However didn’t hear anything at all about what was happening with the switch. Got to Tuesday this week and still nothing. So decided to try and use their awful “Ask Cora” chat function to speak to someone about it. Said I would get a response in 4 hours. Many hours passed and nothing back so decided to call them.

Spoke to someone and they told me that they couldn’t see any switch request for me. I said I requested it online and provided all the account details. Even though they claimed they couldn’t see a switch they suggested I tried contacting the bank I was switching from to find out what was going on… in the end they said they’d raise a query and someone will get back to me. Fed up I then filled out a complaint form.

Later that day someone finally responded to the chat message but getting similar responses, cannot see a switch etc. After a lot of back and forth messages, someone finally responded saying that they could see I requested a switch but for some reason the details of the account I was switching weren’t there. But I got told not to worry, there would be a marker added that I requested a switch and asked me to fill out an online switch form. And I should then get the incentive as long as I do everything else to qualify. Filled out the switch form on Wednesday. Have still not had any confirmation the switch is happening… 

Today I received a response letter by email to my complaint. They basically told me that  as i signed a paper application I didn’t qualify for the switch as I had to apply online (even though I did apply online). And that there was no evidence that I requested a switch (the person I spoke to on chat found otherwise, and the form they sent out for me to sign did say “Yes” to was I requesting a switch). But despite this they have put £75 in my account without me even agreeing to this as for what I can tell money for me to go away. The letter was poorly worded and they even spelt my name wrong. 

Utter farce. 

An update on the above (from 2 weeks ago)

The switch finally happened on Wednesday. And today I received the £200 incentive money. So what I was eventually told on the chat was correct. And shows what the complaint handler told me was a load of rubbish. 

I did go back to the complaints team to challenge their resolution in the form of an email 2 weeks ago. After hearing nothing back from them after about 5 days I called them. They said they did receive my email, and they were still looking into it and needed time to investigate and they would get back to me. Now 2 weeks on, apart from the phone call I made I have heard nothing. 

Despite the switch being complete and received the incentive I feel reluctant to let the complaint slide. The thing that annoyed me the most about this whole issue was the way the complaint was handled. Their response was like poring petrol onto a bonfire that was starting to fizzle out. Even if it’s just an apology I feel that this is something that should be given in this instance. 

Going to give them another week or so then start chasing. 

... I understand your frustration, I think they are reorganising the group at the moment but that is no excuse. I would be tempted to update them with the news and see if they offer you some explanation with an apology.

MikeJXE

overspender22 said:

Applied online and opted to switch as part of application. Said I was eligible for the account and gave an application reference at the end, but no account details. 

Nothing received by text or email to login and upload any ID etc. Has anyone else had the same?

Yes me exactly the same 

I have received a letter now with a form to sign and send back or call in branch.

The letter states if I didn't get verified online (which I think I did) enclose relevant documents but it doesn't say which. why don't they know if I passed the ID check or not ?

We have a Natwest branch in my town and that's where I'm going now with everything I can think of except the kitchen sink 

Incidentally I was refused a Natwest account so I appealed and won but had to ring a special number, the girl said this will take 30 minutes, ok by me but what surprised me was she said if you are going to switch in make sure I have 2 direct debits, I didn't question that as the terms and conditions do not ask for that in the switch so I assumed she was ill informed 

Natwest are sending a letter also for a signature so I guess another visit to the branch next week. 

dealyboy

Hi @MikeJXE ...

MikeJXE said:

overspender22 said:

Applied online and opted to switch as part of application. Said I was eligible for the account and gave an application reference at the end, but no account details. 

Nothing received by text or email to login and upload any ID etc. Has anyone else had the same?

Yes me exactly the same 

I have received a letter now with a form to sign and send back or call in branch.

The letter states if I didn't get verified online (which I think I did) enclose relevant documents but it doesn't say which. why don't they know if I passed the ID check or not ?

We have a Natwest branch in my town and that's where I'm going now with everything I can think of except the kitchen sink 

Incidentally I was refused a Natwest account so I appealed and won but had to ring a special number, the girl said this will take 30 minutes, ok by me but what surprised me was she said if you are going to switch in make sure I have 2 direct debits, I didn't question that as the terms and conditions do not ask for that in the switch so I assumed she was ill informed 

Natwest are sending a letter also for a signature so I guess another visit to the branch next week. 

... from what I read it is a convoluted process and we are all experiencing the same.

I didn't supply ID either online or in the post and the account was opened anyway and switch is in progress. It should be OK to send back the customer details page (I added in some missing info) together with the signed confirmation.

A couple of people have included their timelines in the NatWest, RBS, Ulster Bank switch thread, pages 34 and 35
https://forums.moneysavingexpert.com/discussion/6425214/new-natwest-rbs-ulster-bank-200-switch-incentive/p34