HELP! What Now? Hardship conclusion?

[catinahat]

Ame, Tutts, Nattie, Enaid, Budgie, Sapphy and all LB's, can I just let you all know just how blooming FABULOUS you all are?
Now I may have said this before, but it happens to be true. So Thank you, from my heart. I can't tell you how good it feels to have got that letter and time line written up at last. Y'know when something that you'd normally find a relatively straightforward task, suddenly grows horns and a fork tongue and starts going 'Blaaaaaaahhhhh!!!' in your face...? Not to mention grows bigger than ten storey giant!!??? Well, that's what that letter had become. So, whatever the outcome as a result of this, right now I feel like I've shooed a monster away (with a lotta help from some friends:-)) Just don't want you to think these things get taken for granted. They don't. So.... cheers to you all and my thanks..... and .... win, lose, or draw,
.... here's to glasses that cheer but don't inebriate...!!! (though if its a win, they might just do....

[Amethyst]

Thats great, get it sent off

[charitynjw]

Re post #25

cat highlights a typical problem here:-

"To my knowledge, no case handler was assigned to my complaint. If they were, then they did not identify themselves in such a role as every single written document I have received from the Co-op bank, in relation to this matter, has had a different name signed at the end. The same person's name has never appeared more than once in any of the correspondence I have received."

Perhaps included in the initial correspondence (or if already ongoing, the next response) there is a request for a nominated person/dept. to "take ownership" of the dispute, & to identify that person/dept.

[TUTTSI]

Well done Cat, has it gone yet???

Tuttsi xx

[catinahat]

Hi Tutts, Ame, everybody,

Yup, sent it off earlier today:-)) well, yesterday now should I say, its after midnight:-)) Thanks again guys, I await the next enthralling episode from Mr Big enchilada at smile... Hugs, CatXXX
------------------------------- merged -------------------------------
Hi Charity,
you're right, it would be helpful if they assigned a specific person to head a particular customer's case. Its always better to have a letter or any correspondence addressed to a particular person as opposed to a 'whom it may concern' scenario. Gives you a 'point of contact' and it'd make the who complaints procedure far more cohesive than the 'itty-bitty' raggle taggle disorganised manner than things are running at present.
Perhaps another point worth mentioning in the 'Banks changes etc what do you want' manifesto or 'wish list...?' Cheers Charity:-)) X

[catinahat]

Hi guys,
after firing off a letter (thanks for your help with kickstarting that Tutts:-) to the CEO of Smile bank, I have still heard nothing from the bank since. Been checking my email every day too and even re sent email the following day. Its been about a week now. What do you think is a 'respectable' time to wait for any correspondance? Given they're supposed to sort these hardship complaints within an 8 week time frame and my complaint was officially logged as October 19 (?) 2009; that makes it 4 months... should I continue waiting or send a snotty letter? CatXXX

[Amethyst]

Snotty sounds good

[Tools]

And maybe a little more mucus towards the FSA by way of a complaint about the way you have been dealt with by Smile.

[TUTTSI]

I am surprised tbvh that the CEO's department has not responded. Did you give them your phone number? account details?? and address?

Can you phone customer services tomorrow and ask them for his/her correct email address in case the one I had was incorrect.

If that was the correct email addy then send a 2nd one mark it urgent and say it is the 2nd request.

I will take aloo on th FSA register to see if they have any other details and will post up if I find anything.

Regards
Tuttsi xx

http://www.fsa.gov.uk/register/firmMainSearch.do This is the FSA register take a look here to see if there is any other information?

Originally Posted by catinahat

Hi guys,
after firing off a letter (thanks for your help with kickstarting that Tutts:-) to the CEO of Smile bank, I have still heard nothing from the bank since. Been checking my email every day too and even re sent email the following day. Its been about a week now. What do you think is a 'respectable' time to wait for any correspondance? Given they're supposed to sort these hardship complaints within an 8 week time frame and my complaint was officially logged as October 19 (?) 2009; that makes it 4 months... should I continue waiting or send a snotty letter? CatXXX

[catinahat]

[quote=TUTTSI;150643]I am surprised tbvh that the CEO's department has not responded. Did you give them your phone number? account details?? and address?

Can you phone customer services tomorrow and ask them for his/her correct email address in case the one I had was incorrect.

If that was the correct email addy then send a 2nd one mark it urgent and say it is the 2nd request.

Iim pretty sure the email was correct Tutts, as usually, if it isn't, the email would be returned. I'll fire it off again (3rd time lucky) Yup, I included all my details, name, address, account number etc.
Thanks again for that. CatXXX
------------------------------- merged -------------------------------

Originally Posted by Tools

And maybe a little more mucus towards the FSA by way of a complaint about the way you have been dealt with by Smile.

I have a 12 year old lad, so plenty of expertise at 'snotty' lol ;-)) XXX

[charitynjw]

"I have a 12 year old lad,......."

Unleash a 12 yr old on them? - I'd save the big guns for later! lol

[catinahat]

Haha, Charity,

Yup, he's growing like a bamboo shoot too and getting better and better at Martial Aerts too... I would not like to have that child unleashed on me!!! XXX (Maybe I'll wait till he's black belt and full of cold! ;-) X

[TUTTSI]

Hi Cat

I have done some more research and found this article. Therefore, try resending your email to david.anderson@................. at whatever the previous email address was. This way and hopefully you will be going straight to the horses mouth.

December 26 2008
Co-operative Financial Services Chief Executive David Anderson says the business is in good shape to see out the current recession without the need for additional capital from the Government.

[catinahat]

Hi Tutts,

thanks for that updated info re. Co-op email addy. For anyone else who needs to contact co-op/Smile internet bank, the exact address for David Anderson is: david.anderson@co-operative.coop

I had a couple of failure delivery notices on account of one little full stop between the Co and Op... More successful result with 'coop'. How pedantic can email be?!!! lol
Thanks again Tutts. X