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  • EwanG 111 posts

    Likewise I rejected, but have received:
    1st tranche: Nov and Dec points
    2nd tranche: Oct points

    Still outstanding:
    o Sep points (insignificant compared to above)
    o 2xFNC

    I will let FOS/Creation rectify this in due course!

    Happeemonkee 23 posts

    Hi folks. I made a complaint to Creation about the closure of my account that was not upheld. I received the final letter from them in May 2022. Due to one thing and another I never got around to filing a complaint to the ombudsman. They still owe me over 15,000 IHG points.

    I’m sure I read somewhere here that I could modify the original complaint. Could I do that by adding that I never received the free night certificate, despite spending over the threshold, and never got a pro rata refund on the fee. They only mention the transferrel of points on the complaint as below.


    My understanding of the complaint is that you are unhappy with the following:
     IHG points earnt not being transferred

    Any help would be appreciated.

    WillPS 194 posts

    Just open a new complaint.

    ‘I have become aware that I was not awarded the free night certificate which I would have been entitled to had Creation not closed my account. In addition I would like to ask that Creation reconsider the matter of the xxxxx IHG points which I had earned but were not paid.’

    Colin MacKinnon 286 posts

    General rule is:

    Refused deal: you’ve now got the points and a free night automatically, albeit in instalments.

    Accepted deal: you have heard nothing from Creation!

    Has anyone had an answer, clear or otherwise, from Creation or FOS about the various reported deposits of points – usually too low an amount – and free nights – for some but not others – since the supposed settlement “offers” were made?

    No. But I didn’t get anything despite accepting the “offer”. That was four weeks ago and I have now raised with FOS again who have, within an hour, escalated to find a response as to why. Maybe creation got it wrong and missed me by accident. Maybe I am not due anything in their eyes (creation got it wrong). Or maybe something else.

    Shazza12 47 posts

    Didn’t pursue complaint with FOS, reopened it with Creation and today received free night certificate and points they were holding onto

    SteveJ 977 posts

    General rule is:

    Refused deal: you’ve now got the points and a free night automatically, albeit in instalments.

    Accepted deal: you have heard nothing from Creation!

    Not the case, I accepted and got the points (two tranches). No communication from Creation at all on the matter, only the offer email from FOS.

    Jonathans 121 posts

    General rule is:

    Refused deal: you’ve now got the points and a free night automatically, albeit in instalments.

    Accepted deal: you have heard nothing from Creation!

    Not the case, I accepted and got the points (two tranches). No communication from Creation at all on the matter, only the offer email from FOS.

    I think it’s just pot luck. I rejected the offer with the FOS, received radio silence from them but still received the correct number of points (in two batches) and the free night voucher from Creation. Chased the FOS to ensure they realised I rejected and still radio silence from them.

    Still waiting for the pro-rata refund to arrive in any event.

    DonLee 213 posts

    I raised my complain with Creation when the card was closed 2 years ago but never go as far as FOS.
    Just received my points and free night today.

    Supergers49 225 posts

    Morning All –

    I raised a complaint with Creation in January-22 about the closure of my account, which was rejected. I did not follow up with FOS.

    Two weeks ago I submitted a further complaint, referencing the recent settlement offers through FOS.

    This morning I received my free night and outstanding points (65). There is no pro-rata fee refund in my account (it would’ve been <£9).

    I have no idea if receipt of these has anything to do with my recent email or whether Creation are tidying up the entirety of the mess they made.

    The free night was all I was particularly interested in, so I’m taking this a good outcome.

    Aston100 1,382 posts

    The free night was all I was particularly interested in, so I’m taking this a good outcome.

    If you received less than what you were due, is that actually a good outcome though?

    Supergers49 225 posts

    If you received less than what you were due, is that actually a good outcome though?

    I’m missing <£9, the voucher is worth at least £250 to me. So yeah that’s a good outcome.

    Scott 240 posts

    If you received less than what you were due, is that actually a good outcome though?

    I’m missing <£9, the voucher is worth at least £250 to me. So yeah that’s a good outcome.

    If you went to buy a litre of milk at £1, handed over a tenner and the shopkeeper told you they were keeping your change, would you be happy? £9 is £9.

    NorthernLass 7,472 posts

    But if the shopkeeper offered you a night at the IC Bora Bora instead of your £9 change you might be happy 🤣

    Supergers49 225 posts

    If you went to buy a litre of milk at £1, handed over a tenner and the shopkeeper told you they were keeping your change, would you be happy? £9 is £9.

    If they handed me a Free Night Voucher worth £250+ at the same time, a voucher which I didn’t think I was going to see, I’d say yes.

    I am not saying this is the right or best outcome but given the quantum of what I’ve not received I’m happy. Had the outstanding sum been £80… I may have felt differently.

    Aston100 1,382 posts

    But if the shopkeeper offered you a night at the IC Bora Bora instead of your £9 change you might be happy 🤣

    But in the context of the discussion, this oddly diverse shop owes you both.

    Harrier25 849 posts

    Surely we were all paying an annual fee of £99 to receive the free night voucher and 2 points per pound. So if all the aforementioned have been received, then surely we’ve received everything that we were paying for and should call it a win and move on with our lives?

    NorthernLass 7,472 posts

    I still think I’m owed a 2nd free night – Creation withheld the one I should have had in October 2021 on my card anniversary, as well as the one I wasn’t sure I would earn by spending £10k during the closure period. But it now seems as though everyone (including my OH) is being given the certificate earned during the closure period, therefore I’m still missing my 2020-2021 one! I’ve communicated this to the FOS who have said they will follow it up with Creation.

    I haven’t asked for the fee back. It was actually refunded to my card account during the closure period but I never claimed it.

    Colin MacKinnon 286 posts

    I was only owed the voucher – year end very late November, had stopped spending in the early part of the year after spending c£11k.

    Accepted FOS deal, but got no voucher.

    Complained to Creation, got this email today:

    Following the communication we received from the Financial Ombudsman Service, we can confirm that any extra IHG reward points, and a free night stay voucher, if they were due, have already gone over to IHG and should now be showing on your rewards account. We have also issued a pro rata refund of your annual fee to your bank account

    Of course, they had already refunded my £99 and I wasn’t owed any points. And the voucher is not in my account!

    Back to FOS.

    Colin MacKinnon 286 posts

    And since I am actually staying in Bora Bora in September I’ll also try to buy a litre of milk and get another voucher 🤑

    NorthernLass 7,472 posts

    So it sounds as though they are awarding vouchers for spend AFTER the closure notices were sent out, but not before! You might argue that customers in the latter category are actually more deserving, but that would require some sort common sense on the part of Creation, I suppose.

    Could you get a litre of milk with the theoretical £9 at the IC Bora Bora, @Colin?!

    rams 223 posts

    Wife accepted resolution. Free night, points owed posted in 2 batches. Logged into her Creation account today and see a “goodwill adjustment” which would cover pro rata refund of fee.

    I rejected resolution. Free night, points owed posted in 2 batches. Logged into my Creation account today and no refunds there.

    Bizarre.

    Andrew. 480 posts

    If you received less than what you were due, is that actually a good outcome though?

    I’m missing <£9, the voucher is worth at least £250 to me. So yeah that’s a good outcome.

    If you went to buy a litre of milk at £1, handed over a tenner and the shopkeeper told you they were keeping your change, would you be happy? £9 is £9.

    Where do you get a litre of milk for £1?

    Froggee 888 posts

    Pretty much any supermarket that sells UHT milk is still less than £1 per litre.

    And no I wouldn’t either.

    NorthernLass 7,472 posts

    2 litres of fresh milk at Asda is £1.55! Freeze some of it if you won’t consume it all before it starts going off.

    I realise this is going way off topic but it does fit the thrifty nature of the site!

    JDB 4,339 posts

    2 litres of fresh milk at Asda is £1.55! Freeze some of it if you won’t consume it all before it starts going off.

    I realise this is going way off topic but it does fit the thrifty nature of the site!

    Continuing OT, I’m not sure if I would classify this site as being of a “thrifty nature”! If you travel eg to the USA, Dubai or Maldives as so many seem to, you aren’t thrifty. On the other hand, there are people here who claim to spend hours chasing 1000 Avios or agonising over whether to get the £4 or £5 SIM etc. I think penny wise, pound foolish covers it better.

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