Co-op £150 Switch & Stay Offer 27/9/24

dealyboy

@Alexland said:

Just got an email rejecting me for the initial £75 incentive despite switching 2 monthly DDs, registering and using online and mobile banking, and over 10 ebay transactions via google pay linked to the debit card and depositing £1000 all starting and clearing within a month after the switch date. Am I missing something? The rejection email didn't say the specific reason just repeated the criteria list that I already knew and feel I have satisfied. I've sent them a secure message and asked them to treat it as a complaint as I don't feel they have treated me fairly.

Oh sorry to hear that Alex, nothing springs out. I think it's a poor show that they didn't give you a reason, that's the least they can do as you've acted in good faith. Hopefully the complaint handler will see sense and give you the reason so you can challenge it, you deserve some compensation for the lack of professionalism that they have displayed and have a right to expect.

Alexland

dealyboy said:

Oh sorry to hear that Alex, nothing springs out. I think it's a poor show that they didn't give you a reason, that's the least they can do as you've acted in good faith. Hopefully the complaint handler will see sense and give you the reason so you can challenge it, you deserve some compensation for the lack of professionalism that they have displayed and have a right to expect.

Thanks, I'm looking at the transaction log scratching my head trying to work out what would cause them to determine that I didn't quality. I setup online and mobile banking before the switch date on 5th November when I can see the balance transferred from the old account. Between 14th November and 25th November there were 12 google pay ebay payments. I transferred in a few grand on 22nd November. The two switched monthly DDs with Aviva and L&G collected on 1st December. I don't think I have ever had a Coop switch bonus before and haven;t had an account with them for at least a decade.

Their message was:

"We wanted to say thank you for taking the time to switch to The Co-operative Bank. We have reviewed your account and we're sorry to tell you that you have not qualified for the Switch and Stay incentive.

This is because one or more of the following conditions, and potentially others, have not been met within the required timeframe:

You have not deposited a minimum of £1,000 into your new current account (this includes balances transferred as part of the switch).You have not registered for online or mobile banking.You have not made a minimum of 10 debit card or digital wallet transactions (pending payments will not count toward fulfilment of this criteria).You have not setup a minimum of 2 active Direct Debits.You have not setup your debit card in a digital wallet (Apple Pay, Samsung Wallet or Google Pay)."

Middle_of_the_Road

Alexland said:

dealyboy said:

Oh sorry to hear that Alex, nothing springs out. I think it's a poor show that they didn't give you a reason, that's the least they can do as you've acted in good faith. Hopefully the complaint handler will see sense and give you the reason so you can challenge it, you deserve some compensation for the lack of professionalism that they have displayed and have a right to expect.

Thanks, I'm looking at the transaction log scratching my head trying to work out what would cause them to determine that I didn't quality. I setup online and mobile banking before the switch date on 5th November when I can see the balance transferred from the old account. Between 14th November and 25th November there were 12 google pay ebay payments. I transferred in a few grand on 22nd November. The two switched monthly DDs with Aviva and L&G collected on 1st December. I don't think I have ever had a Coop switch bonus before and haven;t had an account with them for at least a decade.

Their message was:

"We wanted to say thank you for taking the time to switch to The Co-operative Bank. We have reviewed your account and we're sorry to tell you that you have not qualified for the Switch and Stay incentive.

This is because one or more of the following conditions, and potentially others, have not been met within the required timeframe:

You have not deposited a minimum of £1,000 into your new current account (this includes balances transferred as part of the switch).You have not registered for online or mobile banking.You have not made a minimum of 10 debit card or digital wallet transactions (pending payments will not count toward fulfilment of this criteria).You have not setup a minimum of 2 active Direct Debits.You have not setup your debit card in a digital wallet (Apple Pay, Samsung Wallet or Google Pay)."

What was the switch date, any of those 12 payments made on the switch date?

Alexland

Middle_of_the_Road said:

What was the switch date, any of those 12 payments made on the switch date?

Switch date was 5th November so those payments were comfortably in the month following the switch.

Middle_of_the_Road

Alexland said:

Middle_of_the_Road said:

What was the switch date, any of those 12 payments made on the switch date?

Switch date was 5th November so those payments were comfortably in the month following the switch.

Seems like they should be playing up. You've done everything required to meet the terms. I suspect they will confirm this after investigating.

Alexland

Coop said they had checked my transaction history and cannot see a reason I didn't qualify for the incentive but apparently the switch team are aware of an issue affecting multiple customers where claims have been incorrectly denied over the past week and they are working to resolve and I should either get the payment and/or and email over the next week to confirm.

Alexland

I've chased them as there has been no update or payment and in particular I asked if they were treating this as a complaint as they didn't confirm that in their original reply. I'm doing the things required to trigger the £25 payment this month but wondering if it's worth the hassle as they might just decline that too. I'm not keen to chase each of the 4 payments if they decline them all my life is too short.
I would not recommend Coop bank's switching offer as they have a lot of hoops to jump through to qualify to then there's a risk of having it denied for no clear reason with poor comms and no sense of urgency to resolve. Painful company.

dealyboy

@Alexland said:

I've chased them as there has been no update or payment and in particular I asked if they were treating this as a complaint as they didn't confirm that in their original reply. I'm doing the things required to trigger the £25 payment this month but wondering if it's worth the hassle as they might just decline that too. I'm not keen to chase each of the 4 payments if they decline them all my life is too short.
I would not recommend Coop bank's switching offer as they have a lot of hoops to jump through to qualify to then there's a risk of having it denied for no clear reason with poor comms and no sense of urgency to resolve. Painful company.

I do understand your sentiments, I had problems with switching to Barclays and eventually gave up as life is too short, but not before I had received £150 for three parallel complaints. However my experience with switching to Co-op bank has been excellent (so far), communication by e-mail at each step with what I need to do next, I am due my second £25 next week. I know it's a bit laborious but I would stick with it, make sure your complaint is registered (one of my complaints with Barclays was that they had registered my first complaint as a 'concern'), perhaps it's because they are experiencing IT issues at the moment as you've implied  .

Morton37

Alexland said:

I've chased them as there has been no update or payment and in particular I asked if they were treating this as a complaint as they didn't confirm that in their original reply. I'm doing the things required to trigger the £25 payment this month but wondering if it's worth the hassle as they might just decline that too. I'm not keen to chase each of the 4 payments if they decline them all my life is too short.
I would not recommend Coop bank's switching offer as they have a lot of hoops to jump through to qualify to then there's a risk of having it denied for no clear reason with poor comms and no sense of urgency to resolve. Painful company.

I've had exactly the same experience as you.

After repeatedly pushing them for a specific reason, they're now saying the £1000 had to be paid in to the account more than 1 day after the switch completed.

Yet the T&Cs say the £1000 "can be transferred as part of the switch".

and "Any balances transferred as part of the switch will count towards the £1,000"

So how could the £1000 be paid in 1+ day after the switch completion date if it happens as part of the switch???

I will add that I've found their customer service atrocious. I've been repeatedly fobbed off, ignored and given contradictory and incorrect information.

Petriix

The terms were really clear and also that issue was very specifically highlighted on here. It's annoying, but that "day after the switch completes" is a gotcha.