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Old 05.03.2015, 14:25
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How to make a complaint (CS)

Hi,

CS have given me cause for complaint.

1. The 10k EUR Limit on my Maestro Card was in fact a 10k CHF in EUR limit (i.e less). Whilst buying a car for EUE 9965 the other day this was a problem! I checked the process with them on the phone and in a branch several times before going to make my purchase. No-one told me this. I ended up missing my Eurotunnel to the UK when the guy at CS couldn't even tell me how much I could spend on this useless card. even he was surprised the limit was in CHF equivalent!

2. They sent me a letter with user name and password so I could "start using the benefits of Internet Banking immediatey" So I didn't log in right a way. When I did in order to do a currencyfair transaction they said they had to send me an additional pin so I had to get them to change my currency instead. So absolutely not an immediate process, simply a step 1.

All in the consequence to me of their absent, inaccurate or misleading communication was an additional cost of about CHF 300.

What approach should I take? Is it best not to annoy my bank? Or do they tend to respond well?

Thanks

Andy
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Old 05.03.2015, 14:37
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Re: How to make a complaint (CS)

Both these instances seem to be entirely of your own making and not the bank's fault.
  1. Next time take out the cash directly from the bank before buying your car
  2. Activation codes for online banking have expiry dates
Take this as a learning experience as the bank will most likely just laugh at you if you try to complain. If you're new to Switzerland then you're going to encounter this a few more times yet.
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Old 05.03.2015, 14:51
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Re: How to make a complaint (CS)

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Hi,

CS have given me cause for complaint.

I checked the process with them on the phone and in a branch several times before going to make my purchase. No-one told me this.
How can the bank make you read and understand the T&C and documentation that came with your card? Did you expect them to be read to you?
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Old 05.03.2015, 14:51
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Re: How to make a complaint (CS)

1) Why would you have a Euro 10k limit on a Swiss based Maestro card ?

2) Sounds like you didn't follow the set up procedure properly

What you trying to claim for again ?
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Old 05.03.2015, 15:06
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Re: How to make a complaint (CS)

Wow.

Well thanks for the replies.
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Old 05.03.2015, 15:10
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Re: How to make a complaint (CS)

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2. They sent me a letter with user name and password so I could "start using the benefits of Internet Banking immediatey" So I didn't log in right a way. When I did in order to do a currencyfair transaction they said they had to send me an additional pin so I had to get them to change my currency instead. So absolutely not an immediate process, simply a step 1.

Would you prefer your bank to send one letter, with all security details to log in to online banking? So someone else can read or open the letter and have access to your bank account just like that? No, I thought not....does any bank do that? Think about it.....
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Old 05.03.2015, 15:19
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Re: How to make a complaint (CS)

^That was an accidental post.

1. If I get a letter with a username and password for Internet Banking that says I can use it immediately I expect to be able to use it immediately. Part A, Phase one, Step one, "Soon be able to use online banking" are all more accurate descriptions than the word "immediate". No code expired. They just introduced a need to send me a PIN in „ddition to my password. If it was ever even necessary, I would expect this subsequent step to be communicated to me

2. EUR Limit. I checked time and time again with CS about how I was going to pay for this car in EUR. I was paranoid about making sure my Maestro payment would go through, and vigilent checking with them. This is why I was particularly annoyed when it didn't go through and doubly annoyed when the CS guy at the end of the phone coldn't tell me the precise amount I could spend. This limit had been critically important as I was drawing aditional cash to take with me so as to leave this limit free. There were umpteen opportunities for someone, anyone at CS to say, "Actually, wait a minute...". I have fair and reasonable service expectations that they did not meet.


Loz1983 - Not correct - your reply ignores the words I wrote
Today only - I have no idea why there are any limits on any cards to get my own cash out. But if I am told I have a 10k Limit I expect it to be 10k and not 9k.


Anyway all this misses the point. Does anyone have any useful advice for me in order to make a fair complaint against my bank? or is it best avoided?

Thank you,

Andy
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Old 05.03.2015, 15:28
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Re: How to make a complaint (CS)

Well, I don't think you have much to complain about with point 1, but it certainly appears you do have with point 2.
Presumably you have a client adviser you can contact, probably through online banking. I'd write to them about your problem with the maestro card and ask them to reimburse your extra costs.
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Old 05.03.2015, 15:29
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Re: How to make a complaint (CS)

Iirc isn't there a limit on how much you can take out of an account? Yes, there may be 10k Euros in there, but I think you'll find that the bank will require a minimum figure to be kept in it too, something like 1k Euros. So if you were only going to have 45 Euros left in the account, I'm not surprised the card was refused.
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Old 05.03.2015, 15:32
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Re: How to make a complaint (CS)

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^That was an accidental post.

1. If I get a letter with a username and password for Internet Banking that says I can use it immediately I expect to be able to use it immediately. Part A, Phase one, Step one, "Soon be able to use online banking" are all more accurate descriptions than the word "immediate". No code expired. They just introduced a need to send me a PIN in „ddition to my password. If it was ever even necessary, I would expect this subsequent step to be communicated to me

2. EUR Limit. I checked time and time again with CS about how I was going to pay for this car in EUR. I was paranoid about making sure my Maestro payment would go through, and vigilent checking with them. This is why I was particularly annoyed when it didn't go through and doubly annoyed when the CS guy at the end of the phone coldn't tell me the precise amount I could spend. This limit had been critically important as I was drawing aditional cash to take with me so as to leave this limit free. There were umpteen opportunities for someone, anyone at CS to say, "Actually, wait a minute...". I have fair and reasonable service expectations that they did not meet.


Loz1983 - Not correct - your reply ignores the words I wrote
Today only - I have no idea why there are any limits on any cards to get my own cash out. But if I am told I have a 10k Limit I expect it to be 10k and not 9k.


Anyway all this misses the point. Does anyone have any useful advice for me in order to make a fair complaint against my bank? or is it best avoided?

Thank you,

Andy
What exactly do you want to complain about, so far from what i can see, CS have done everything 100% correct.

Is this a case of "lost in translation".....
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Old 05.03.2015, 15:36
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Re: How to make a complaint (CS)

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Iirc isn't there a limit on how much you can take out of an account? Yes, there may be 10k Euros in there, but I think you'll find that the bank will require a minimum figure to be kept in it too, something like 1k Euros. So if you were only going to have 45 Euros left in the account, I'm not surprised the card was refused.

There is no minimum hold on an account, there is however a limit on the amount you can take out on the card. You got 100 in the acount you can take 100.

With no other agreement it is Chf 3k or Chf 5k, (i think) however you can ask for this to be increased to what you want, against a signature absolving the bank in case the card gets lost or stolen and abused.
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Old 05.03.2015, 16:02
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Re: How to make a complaint (CS)

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2. EUR Limit. I checked time and time again with CS about how I was going to pay for this car in EUR. I was paranoid about making sure my Maestro payment would go through, and vigilent checking with them. This is why I was particularly annoyed when it didn't go through and doubly annoyed when the CS guy at the end of the phone coldn't tell me the precise amount I could spend. This limit had been critically important as I was drawing aditional cash to take with me so as to leave this limit free. There were umpteen opportunities for someone, anyone at CS to say, "Actually, wait a minute...". I have fair and reasonable service expectations that they did not meet.

Now then.

So you expected a 10k EUR limit on your card, and wanted to spend 9965 of it on a car...all good (although this is give or take 10,650CHF). Not sure it is possible to have a floating limit on your card as everything is effectively CHF based here, but assuming it was the case then you also said...


"This limit had been critically important as I was drawing aditional cash to take with me so as to leave this limit free."

But you do realise the other money, if it was more than 35 EUR withdrawn, would push you over your 10k limit?!
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Old 05.03.2015, 16:13
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Re: How to make a complaint (CS)

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Iirc isn't there a limit on how much you can take out of an account? Yes, there may be 10k Euros in there, but I think you'll find that the bank will require a minimum figure to be kept in it too, something like 1k Euros. So if you were only going to have 45 Euros left in the account, I'm not surprised the card was refused.
It depends on your agreement with the bank. It's possible to take out more than you have in the account ( at a price) if you have agreed an overdraft facility with them.
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Old 05.03.2015, 16:18
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Re: How to make a complaint (CS)

someone move this to first world problems
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Old 05.03.2015, 16:22
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Re: How to make a complaint (CS)

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someone move this to first world problems
It is important to remember this wouldn't happen in Switzerland - as you would be walking to the dealer with 10*1000chf notes for a 10,000chf car.

Obviously!
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Old 05.03.2015, 16:23
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Re: How to make a complaint (CS)

pah a 10k car here?? I thought anything under 20k was exported to romania
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Old 05.03.2015, 16:25
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Re: How to make a complaint (CS)

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pah a 10k car here?? I thought anything under 20k was exported to romania
You'll be surprised what bargains can be had for under 5k.
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Old 05.03.2015, 18:00
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Re: How to make a complaint (CS)

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It is important to remember this wouldn't happen in Switzerland - as you would be walking to the dealer with 10*1000chf notes for a 10,000chf car.

Obviously!
I've always paid by internet banking. After the first time I offer 18x1000CHF notes and they looked shocked.

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You'll be surprised what bargains can be had for under 5k.
I know. I'm quite looking forward to the next time I need a cheap second car.
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Old 05.03.2015, 18:09
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Re: How to make a complaint (CS)

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I know. I'm quite looking forward to the next time I need a cheap second car.
I like my expensive cars - but there is something wonderfully liberating about buying from the bottom of the market. I have just picked up a 1-owner Passat - last cambelt change a year ago, 8-fach, fresh service and MFK - and the 130ps engine and 6sp box - for under 5k. (Requirement was a reliable and economical car).

I have also located something more desirable for friends (at an even lower price) - again fresh service, mfk and 8-fach.

These are cars that were nearly new when I moved to Switzerland 10 years ago - and are still in very good condition
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Old 05.03.2015, 22:27
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Re: How to make a complaint (CS)

@dodgyken : where do I find these deals? interested in a nominal finder's fee? Your reputation is on the line here ....
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