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Found 143 results

  1. Angry customers of NatWest and RBS are reporting serious problems accessing their online accounts, with many taking to Twitter on Friday to accuse the accident-prone bank of another IT disaster. The latest IT problems emerged as customers tried to access their accounts and make payments, on a day that is payday for many people. NatWest said it is investigating the issue, but had no other statement to make. It told customers over Twitter: “We are aware of an issue with our online banking service, our tech team is looking into this as a matter of urgency.” But coming so soon after the last IT outage, the access problems have left many customers venting their anger over Twitter. Can't log in to #natwest yet again to check up on some transactions... and they want me to opt out of paper statements?! No chance. — Jacqueline F (@JackieF_0307) July 31, 2015"> Natwest IT problems The problems emerged early this morning, as some customers waking up and hoping to check their pay had gone into their account were unable to log on. Why does the @NatWest_Help app always go down on payday?!?! I hope there's no issues with payments again! http://www.msn.com/en-gb/money/news/rbs-and-natwest-customers-complain-of-online-problems/ar-BBlgcjC?ocid=spartandhp
  2. https://www.ofgem.gov.uk/publications-and-updates/ofgem-secures-free-energy-npower-customers-late-resolution-ombudsman-decisions So it seems that not only does Npower dishonour it obligations to its customers but it also dishonours it obligations to the Energy Ombudsman as well. Let's hope that Npower's legal clerk- Kenneth Radley Davies is watching Thanks to Eversir for this heads-up
  3. Thousands of Co-op customers who used their cards in the retailer's stores on Tuesday may have been charged twice, the chain has said. A Co-operative spokesman said a "processing error" had affected its food stores and petrol stations. Those affected will have their money returned directly to their accounts within the next 24 hours, he said. The Co-op has apologised and promised to reimburse people who have incurred charges as a result of the error. Not everyone shopping on Tuesday with Co-op will have been affected and customers who used their credit or debit cards have been advised to check their statements. The Co-operative spokesman said he was unable to say exactly how many people were affected. The retailer has 2,800 food stores and 200 petrol stations across the UK. Its customer careline number is 0800 068 6727. So check those statements when you receive them
  4. http://www.dailymail.co.uk/money/saving/article-3136488/When-mum-died-Lloyds-grief-harder-bear-Money-Mail-s-writer-moving-account-big-firms-change-insensitive-way-treat-bereaved-families.html
  5. Hi, I'm new to all this type of stuff so I hope this is of interest to some of you. I have recently heard from a friend of mine that his local vet has been told that all royal sun alliance backed policy holders will now have to have pre approval for specialist treatment and they can only go to a chosen RSA supplier or there will be financial consequences in addition to the excess. IS it just me or does this sound like they are going down the same route as the motor insurance trade where you have to go to a "preferred supplier" and not the one you want to use. What I don't know is how good the "chosen" supplier is and whether or not they have come to some form of deal with these suppliers on price etc. A bit worrying when you consider we are talking about pets here and not cars. Does anyone else know anything more about this? Companies include More Than, John Lewis, Argos, Tesco and M&S. Regards
  6. Up to 10,000 Axa pet insurance customers are being moved to NCI Insurance as Axa leaves the market to concentrate on "key products" – motor, home and travel cover. By August 30 2015, all customers will be shifted on to NCI's insurance books. NCI told MoneySavingExpert that it would provide "similar levels of cover" to Axa, and will "continue to insure any medical conditions identified while customers were with Axa under the terms and conditions of the new policy." But a number of customers who have already been moved to NCI say they are facing huge price hikes, particularly for cover for pre-existing medical conditions. Many insurers will refuse to cover animals with pre-existing medical conditions, however, pet owners who want the most comprehensive type of pet insurance will need to opt for "lifetime" cover. Insurers will set a high maximum amount per year – say, £10,000 – but you will still have to renew the policy each year, and some insurers can refuse to renew it. http://www.telegraph.co.uk/finance/personalfinance/insurance/pet/11598970/AXA-pet-insurance-customers-face-price-hike-of-up-to-2000.html
  7. Up until this evening Apple had always been a brand that I trusted and had always had confidence in purchasing products from them. I have had my Iphone 5 for just over 2 years now and a few months ago I started to notice serious problems with the battery life. It would show that it still had 20 percent charge and then suddenly just run out. I got caught out quite a few times because of this. I decided that I needed to get the battery replaced. After some research I was really pleased to discover the following; https://www.apple.com/uk/support/iphone5-battery/ Apple has determined that a very small percentage of iPhone 5 devices may suddenly experience shorter battery life or need to be charged more frequently. The affected iPhone 5 devices were sold between September 2012 and January 2013 and fall within a limited serial number range. If your iPhone 5 is experiencing these symptoms and meets the eligibility requirements noted below, Apple will replace your iPhone 5 battery, free of charge. Eligibility If your iPhone is in working order and exhibits the symptoms noted above, use the serial number checker below to see if it is eligible for this program. Finding your iPhone serial number is easy. See how. Replacement process Choose one of the service options below to have your battery replaced. Your iPhone will be examined prior to any service to verify that it is eligible for this program and in working order. Please call your service provider to confirm that battery replacement service is available on the day you visit them. Apple Retail Store - Make an appointment here. Apple Technical Support - Contact us. To prepare your iPhone 5 for the battery replacement process, please follow the steps below: Back up your data to iTunes or iCloud Turn off Find my iPhone Erase data and settings in Settings > General > Reset > Erase all Content and Settings Note: If your iPhone 5 has any damage such as a cracked screen which impairs the replacement of the battery, that issue will need to be resolved prior to the battery replacement. In some cases, there may be a cost associated with the repair. Additional Information Apple may restrict or limit repair to the original country of purchase. For iPhone 5 devices purchased in EEA member countries, service is available in other EEA member countries. If you believe your iPhone 5 was affected by this issue, and you paid to replace your battery, you can contact Apple about a refund. This worldwide Apple program doesn't extend the standard warranty coverage of the iPhone 5. The program covers affected iPhone 5 batteries for 3 years after the first retail sale of the unit. I tapped in my serial number and I was really pleased to discover that my phone was one of the models that was affected. I therefore booked an appointment at the Genius Bar in the Apple Store at Lakeside for 8.50 this evening. We arrived on time and spoke to one of the advisers who checked my name off on his Ipad and asked us to take a seat. We then sat there for over ten minutes seeing loads of their staff coming in and out of the repair area but not one of them acknowledged us. Eventually Richard asked one of them how much longer would we have to wait and we were told that someone would be with us in a few minutes. A young man came out and I explained to him the problems that I had been having with my phone. I also informed him that I had checked on their website any my phone had one of the serial numbers that are eligable for a free battery replacement. He then advised me that he would get one of the repair staff to have a look and would be back with us in a few minutes. When he returned he had a rather serious look on his face and told us that he had bad news as the water damage indicators on my phone are red and this would mean that they would be unable to replace the battery and my only option would be to purchase a replacement phone for £179.00 !! I was fuming. I pointed out the fact that my phone is in perfect working order and the only reason I came to the store this evening was due to the fact and that Apple had stated that the battery that had been supplied with my Iphone was faulty. I was then told that they could not carry out any work on my phone due to the damage. I then asked them if they were prepared to simply give me a new battery which I could get replaced elsewhere but they refused as it was against their rules ! I then asked to speak to the Manager who told me exactly the same thing. However, he was prepared as a gesture of goodwill to reduce the cost of a replacement phone to £120.00. I told him that I was not willing to accept this and I asked him to show me where it stated that the battery could not replaced. The Manager then pulled up another document that quoted their policy on changing batteries. I then pointed out to him that this was not referring to faulty batteries that had been recalled by Apple. As you can see from the document in bold above it makes reference to a broken screen but there is no mention of water damage. I think that their Customer Service is a total disgrace !!!! .
  8. I like the decision to give the fine to the CAB. http://www.bbc.co.uk/news/business-32157906 HB
  9. I emailed in December 2014 in order to raise concerns with customer service that the bed was faulty. Initially the response was that the bed had been “misused” and therefore was not eligible for repair or replacement. This decision was made without any investigation by the manufacturer or MonsterBeds.co.uk, other than the brief description of the fault I outlined in my original email. This immediately concerned me as it seemed dismissive of the problem. Further to this I was asked to have somebody check on the item in order to ascertain which parts were damaged, which I then forwarded to them by email on 15th January 2015. This stated that I needed 9,10,11,12&13 because the connectors from 10 had faulty welds, which snapped and were now stuck inside 12 & 13. The fact that one faulty weld had given way had caused 9 to bend when the bed was lifted, putting strain on the other 2 faulty welds, which are either in the process of breaking apart or already broken. On 19th January I was informed that the replacement cost for these items would be £60. I was also informed that your customer service assistant had contacted Trading Standards with regards the issue. I was then given false information by this person on what Trading Standards had said. I was then further informed on 20th January that the guarantee for the bed was with the manufacturer and not MonsterBeds.co.uk, I was further told that as MonsterBeds.co.uk is a “drop ship” company, responsible only for forwarding stock. This, I think, was in order to absolve their company of any responsibility for the issue, or for the cost of replacing the faulty parts. I have since contacted Trading Standards again, and have discussed a way to move forward with this complaint. I have been informed that my guarantee, and subsequently my rights to repair or replacement, lie with the retailer – MonsterBeds.co.uk, the company that sold me the product – not the manufacturer, and so I must make any claim against them. Furthermore, under the Sale of Goods Act 1979, the retailer must either repair or replace faulty goods 'within a reasonable time but without causing significant inconvenience'. Given that I raised this complaint in December 2014, and it is now nearing February 2015, I have spent almost 2 months sleeping on a mattress on my bedroom floor. I have explained previously that I am 6 months pregnant, and physically disabled. Having to sleep on the floor has caused me an increase in pain and discomfort, for which my GP has expressed severe concern. I’m sure you will agree that this constitutes significant inconvenience. So far they have ignored the complaint, then picked it up due to me posting on a review website (which they have since reported for being from a non-customer!?), ignored phone calls, ignored emails, and left my pregnant disabled sister sleeping on a mattress like some sort of crack den dweller! What can I do!?
  10. More than a million pre-payment gas customers have been overcharged because their meters are faulty, the industry has admitted. About 1.5 million meters have not been working properly since they were installed, some as long ago as 2007. The affected meters were set up incorrectly, meaning they miscalculate the price of gas and overcharge customers. Energy suppliers are contacting customers with the faulty meter settings to arrange a refund http://www.bbc.co.uk/news/business-30214471
  11. High Street retailer PerfectHome has been fined for making some customers hand over their house keys before it delivered their purchases. PerfectHome is a rent-to-own business and has 67 stores across the UK. Hull magistrates court convicted the company of aggressive and misleading trading practices after more than 50 sets of house keys were found at the firm's store in the city. PerfectHome said it disagreed with the verdict and planned to appeal. It blamed a previous store manager for a "rogue practice" that was not company policy. Misled customers Under the rent-to-own model, customers take out an agreement to buy a product, and then pay weekly instalments until they own it - similar to hire purchase agreements. Hull city council's trading standards team launched an investigation into PerfectHome after a customer complained that she had been pressured into giving her house key to them before they delivered her television. http://www.bbc.co.uk/news/business-31440752
  12. DSG Retail Ltd Share on twitter Share on linkedin Share on facebook Share on google_plusone_share Share on email ASA Adjudication on DSG Retail Ltd DSG Retail Ltd t/a Currys PC World Agency: AMV BBDO Ltd Complaint Ref: A15-290696 Ad A press ad for Currys PC World stated "Save £200 on our colourful range of HP Pavilion laptops" and featured images of three laptops from the HP Pavilion range. Text underneath stated "Get everything you've always wanted in a laptop. Like a fast Intel® Core™ i5-4288U processor. Pin sharp Intel® Iris™ graphics for advanced video and image editing. And a huge 1.5TB hard drive to store all your music, films and photos. Come in store or go online to see the full colour range and pick one that suits you for just £399". Issue The complainant, who understood that some products in the HP Pavilion range were not discounted by £200, challenged whether the claim "Save £200 on our colourful range of HP Pavilion laptops" was misleading. CAP Code (Edition 12) 3.13.3 Response DSG Retail Ltd t/a Currys PC World said it seemed the complainant had focused on the claim "Save £200" rather than on the ad as a whole. They said the ad referred to their "colourful range of HP Pavilion laptops", and featured images of three differently coloured laptops which were all discounted by £200. They highlighted that text underneath the images referred to an Intel Core i5-4288U processor, Intel Iris graphics and a 1.5TB hard drive, stated that customers should check online or in store to see the full colour range (because a pink variant with the same specifications was not featured in the ad), and that the price of the laptops in question was £399. The ad also showed the Intel i5 and Intel Iris Graphics logos. Currys PC World said the three laptops featured in the ad, together with the pink variant, were their only HP Pavilion laptops which included all the specifications featured in the ad and were priced at £399. They considered the ad therefore was not misleading. Assessment Upheld The ASA considered consumers would understand the headline claim "Save £200 on our colourful range of HP Pavilion laptops" to mean that all HP Pavilion laptops were discounted by £200, and that the three laptops featured in the ad were included as examples of the laptops in that range. Whilst we acknowledged that further claims provided information about specifications and referred to a price of £399, we considered it was not clear that those details specifically related to the three laptops featured in the ad plus one additional laptop rather than to the HP Pavilion range as a whole. We considered that text therefore did not provide clarification to the implication in the headline claim that the £200 saving applied to all laptops in the range. Furthermore, we considered that even if that text had made clear that the specifications and pricing related only to the three featured laptops and an additional pink version, that qualifying information would have contradicted, rather than clarified, the headline claim. Because the ad was likely to be understood to mean that all laptops in the HP Pavilion range were discounted by £200 when that was not the case, we concluded that it was misleading. The ad breached CAP Code (Edition 12) rules 3.1 and 3.3 (Misleading advertising). Action The ad must not appear again in its current form. We told Currys PC World not to make claims that discounts applied to entire ranges of products when only some products within the range carried that discount.
  13. City Link customers are being urged to collect parcels from depots on Monday. The firm also said parcel depots would "remain open for a short period of time" to enable customers and intended recipients to collect their parcels. Sky saying one million parcels still at their depots. http://www.bbc.co.uk/news/business-30621884
  14. Buy now, pay-through-the-nose later. Full rip-off story:- http://www.dailymail.co.uk/news/article-2858753/Littlewoods-accused-ripping-hard-customers-free-Christmas-gift-payment-plans-charge-TWICE-stores.html
  15. This has been going on for 7 years apparently. Full story.... http://www.bbc.co.uk/news/business-30214471
  16. Supermarket's banking arm accidentally breached Consumer Credit Act Thousands didn't receive loan statements while accruing owed interest The average customer is set to receive a £228 cheque in the post Tesco Bank is set to pay out £43million in compensation after a loan statement blunder left 175,000 customers out of pocket. The supermarket giant's banking arm has offered an apology to customers after a 'technical breach' meant they failed to send out personal loan and credit card statements. Read more: http://www.dailymail.co.uk/news/article-2817564/Tesco-bank-pay-43million-statement-blunder-hit-175-000-customers.html#ixzz3JcqgshmE
  17. http://news.sky.com/story/1346016/wonga-writes-off-330000-customers-debts
  18. http://news.sky.com/story/1346016/wonga-writes-off-330000-customers-debts
  19. Carphone Warehouse - on 12th September myself and my Partner pre-ordered the Iphone 6+ 64GB from CPW on the O2 Network. both orders was for the 64GB on 4G Tariff with 20GB Data Issues 1. Due to a system error at CPW, they placed the order with O2 but with only 5GB of Data and this effected a large amount of customers. We both received a text message saying they are aware of the error and are working with O2 to resolve this and would be resolved on Monday 22ed September. however this has not been resolved, near imposable to get hold of any one at CPW and when you do the phone goes dead mid call or they keep transferring you form person to person with no one aware of the issue. Contact O2 of which refused to deal with the issue as they are not point of sale. 2. my partners phone never turned up and not even an email or update. Contacted CPW of which keep passing us around again and said it would now be 13th October before the phone would arrive of which we then told them to cancel this order and went into store this sunday to order directly in store and walked out with a phone. 3. my brother placed an upgrade over the phone via CPW - however they made a mistake and instead of doing an upgrade they did the order as a new phone contract and O2 are now refusing to transfer the existing number over. the existing number is out of contract. again O2 Referred them to CPW as they are point of sale. Am i going mad here, O2 are the service provider and doing the billing and therefore are jointly responsible for dealing with issues? O2 said we can cancel under the cooling off period and then do a new contract. are they serious? if that was the case, i would not go back to CPW or O2 as both have let us down.
  20. Thought this may be of some use. Bank of Scotland has been unfairly double billing customers who fell behind on their mortgages, a High Court judge in Belfast has ruled. In a scathing verdict, Master Ellison said the bank's behaviour had been "unconscionable" http://www.bbc.co.uk/news/uk-northern-ireland-28842534
  21. http://www.dailymail.co.uk/news/article-2745571/Shaming-bully-banks-We-DID-intimidate-customers-fake-debt-collection-letters-admit-bosses.html
  22. The Green Deal is a government backed scheme that can help you make energy-saving improvements to your home or business, for example: insulation - eg solid wall, cavity wall or loft insulation heating draught-proofing double glazing renewable energy generation - eg solar panels or heat pumps You have to pay back the cost of the improvements over time because the Green Deal is a loan. The BBC has found that some firms promoting the scheme are mis-leading consumers by claiming the Green Deal was free and that they qualified for the scheme - even though they needed to have an assessment. The word 'loan' was never mentioned in their sales patter. Some consumers were told that their council tax bills would be cut if their homes were more energy efficient or that they would get a new boiler if they paid the assessment fee. Across Wales and England only 219 Green Deal plans have been completed but BBC has received more than 250 complaints from viewers who say they have been misled by cold calling companies http://www.bbc.co.uk/news/uk-wales-25290101
  23. Talk Talk have recently introduced a prompt payment discount which is much appreciated and worth while. However this Month when they have also introduced a line rental increase they have not applied this discount. It is their practise to e-mail customers who have opted for on line billing before the date in which money is taken out of their accounts by direct debit. In my case it is the 23rd of each month that I am emailed and provided I pay within 24 hours by card I would receive there prompt payment discount. This month no-such e-mail arrived but on checking my account the bill was there but no means of applying for the prompt payment discount. Thinking that there was some delay owing to the bank holiday I waited until to-day Tuesday 27th May and then sent Talk Talk a letter of complaint. In the afternoon the e-mail that my bill was ready to view on line came through it was clearly dated and timed to-day. There was no means of obtaining the prompt payment discount! This sort of dishonest and sharp practise is something I have found before from their Accounts department and its no good writing to Customer services as they are no help at all. As before I have had to enlist the help of my MP enclosing all the evidence so this can be taken up with TalkTalks Executive. Once it reaches them they are always most apologetic and indeed very helpful to resolve matters. It is sad that individuals have to resort to this but it is the only way to get matters resolved and it is clear that both Talk Talks accounts department and customer services try to hide their misdeeds from the top management. In this instant I am sure I will not be the only person who has experienced these problems. I suggest asking for help from your MP including as much evidence as possible. as it is the only way to get matters resolved. The more people that do this might ensure that Talk Talk take action against the departments concerned. In all other aspects Talk Talk are excellent and its a shame the two departments named are letting down an excellent company
  24. The bank could see customer exodus worsen when it increases current account fees for many this summer Troubled Co-op Bank is to increase the fees on some of its current accounts by 20pc this summer. The bank, which announced a £1.3bn loss earlier this month, had admitted that customers were leaving over fears for its future. It could now face a further exodus. From July 1, charges will be increased on several Co-op packaged current accounts, which provide a bundle of different insurance perks for a monthly fee. The cost of its Privilege Premier account will increase from £13 to £15. Privilege account holders will pay £11, up from £9.50.In addition, the Smilemore account – part of the bank’s Smile internet-only arm, will pay £15.50, up from £13 More: http://www.telegraph.co.uk/finance/personalfinance/consumertips/banking/10797002/Co-op-hits-customers-with-20pc-fee-increase.html
  25. The details of more than 1m customers of Orange have been stolen by hackers in the second such breach in just three months at France’s largest telecoms group. In the latest phishing [problem] to hit the telecoms provider in a year, 1.3 million users have had their data swiped, including email addresses, phone numbers and dates of birth. http://www.ft.com/cms/s/0/042ee31c-d5f4-11e3-a017-00144feabdc0.html#axzz31gT8bJQt
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