Ulster application

anna42hmr

my text and money has just been paid by Ulster tonight, got the text at 7pm (following switch on 1st May) 

mab3000

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. 

ForumUser7

mab3000 said:

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. 

Sorry to hear this - if you haven't done so already:

• Drop them an email with any evidence (scanned documents, screenshots, emails etc.) you have that you requested a switch, including screenshots showing that the chat agent found evidence. 
• Tell them you aren't happy with the resolution, mention the name mis-spelling and poorly worded letter. 
• Tell them what you want as a resolution. 
• Make sure you chase them up frequently enough to ensure you don't go over the FOS referral limit (usually 6 months from the date of the final response letter).

They should get back to you after reviewing it, and either agree to your request, or not. If they don't, you could refer to FOS - personally if I was in your situation, I would. N.B. Complaint handling isn't a regulated activity, so I don't think they would include the name spelling and wording by the handler as part of their investigation. 

It seems the paper application is the grey area, but you could argue that you applied online, and they sent you the paper application, you didn't request it (unless there was something like a tick box on the online application acknowledging they'd send you papers to sign, and this would invalidate the switch bonus).

Good luck!

orange-juice

I applied for the switch today, after they opened my account, rather than during the application process - d’oh! Not sure what I was thinking! Really hoping that they’ll still count this but bit worried now having reread the t&c’s

mab3000

ForumUser7 said:

mab3000 said:

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. 

Sorry to hear this - if you haven't done so already:

• Drop them an email with any evidence (scanned documents, screenshots, emails etc.) you have that you requested a switch, including screenshots showing that the chat agent found evidence. 
• Tell them you aren't happy with the resolution, mention the name mis-spelling and poorly worded letter. 
• Tell them what you want as a resolution. 
• Make sure you chase them up frequently enough to ensure you don't go over the FOS referral limit (usually 6 months from the date of the final response letter).

They should get back to you after reviewing it, and either agree to your request, or not. If they don't, you could refer to FOS - personally if I was in your situation, I would. N.B. Complaint handling isn't a regulated activity, so I don't think they would include the name spelling and wording by the handler as part of their investigation. 

It seems the paper application is the grey area, but you could argue that you applied online, and they sent you the paper application, you didn't request it (unless there was something like a tick box on the online application acknowledging they'd send you papers to sign, and this would invalidate the switch bonus).

Good luck!

Thank you for your reply. I have gone back to them with pretty much everything you have suggested, and am defiantly going to carry on fighting this. 

I disagree about the paper application bit though being a grey area. I applied online thats a matter of fact.  I received the form to sign like multiple users in this and other threads have done. There was no other option to do it other than the way it’s been done via online.  I haven’t come across anyone else on here that’s encountered this problem. I think they are just talking out of their behind. 

ForumUser7

mab3000 said:

ForumUser7 said:

mab3000 said:

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. 

Sorry to hear this - if you haven't done so already:

• Drop them an email with any evidence (scanned documents, screenshots, emails etc.) you have that you requested a switch, including screenshots showing that the chat agent found evidence. 
• Tell them you aren't happy with the resolution, mention the name mis-spelling and poorly worded letter. 
• Tell them what you want as a resolution. 
• Make sure you chase them up frequently enough to ensure you don't go over the FOS referral limit (usually 6 months from the date of the final response letter).

They should get back to you after reviewing it, and either agree to your request, or not. If they don't, you could refer to FOS - personally if I was in your situation, I would. N.B. Complaint handling isn't a regulated activity, so I don't think they would include the name spelling and wording by the handler as part of their investigation. 

It seems the paper application is the grey area, but you could argue that you applied online, and they sent you the paper application, you didn't request it (unless there was something like a tick box on the online application acknowledging they'd send you papers to sign, and this would invalidate the switch bonus).

Good luck!

Thank you for your reply. I have gone back to them with pretty much everything you have suggested, and am defiantly going to carry on fighting this. 

I disagree about the paper application bit though being a grey area. I applied online thats a matter of fact.  I received the form to sign like multiple users in this and other threads have done. There was no other option to do it other than the way it’s been done via online.  I haven’t come across anyone else on here that’s encountered this problem. I think they are just talking out of their behind. 

Glad to hear this! I’d be interested in how it progresses. 

In terms of the paper form, I agree with you - I don’t think it is a grey area, because you applied online.

overspender22

Switch bonus paid by Ulster tonight at 7pm with a text to inform me. 

Applied for account online on 14/02
letter received to sign and return a week later
switch completed 01/03

35har1old

overspender22 said:

Just had an interesting discussion with live chat. Apparently you DID have to return ID & documents in the envelope (ORIGINAL documents at that, not photocopies). No mention of it in the letter. Apparently it’s random whether you are selected for online verification or postal. Just my luck

Documents by post

You can return your documents along with your signed application form using the freepost envelope provided in your application pack. Your identity document will need to be certified first.

How to certify your documents

• Documents must be certified by a member of Ulster Bank staff, a solicitor, accountant or notary public
• The documentation must be photocopied and certified as a true copy using the wording “original sighted” and be signed, dated and branded (if available)
• All certifications must include the name and position of the certifier, the Firm/Institution they represent and details of their regulated professional body membership

It same's a very short list of approved people able to certify documents.
Usually you can get the Post Office to do this 1-3 Doc  £12.75 

35har1old

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. 

Did you not receive the email or text message from Hooyu

You're all set

Depending on what ID we need to see, we may ask you for:

• Photo ID, such as driving licence, Passport or EU ID card
• Proof of your address, such as a utility bill, bank statement or driving licence

Look out for an email and text after you have applied from our security partners, Hooyu. It'll have a link to securely upload your documents for us to check. 

mab3000

35har1old said:

Did you not receive the email or text message from Hooyu

You're all set

Depending on what ID we need to see, we may ask you for:

• Photo ID, such as driving licence, Passport or EU ID card
• Proof of your address, such as a utility bill, bank statement or driving licence

Look out for an email and text after you have applied from our security partners, Hooyu. It'll have a link to securely upload your documents for us to check. 

No I didn’t. Like many other people on this thread, I was sent a paper form to sign after I did the online application. There was no option given to do the Hooyu verification