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I submitted a complaint to Creation when the first wave of FOS offers started coming through. I received a reply today, just about within the time limits set out in my acknowledgement, upholding my complaint in full and confirming I would be awarded my missing points and free night cert (already received a few weeks back) and a pro rata refund of the card fee.
I submitted a complaint to Creation when the first wave of FOS offers started coming through. I received a reply today, just about within the time limits set out in my acknowledgement, upholding my complaint in full and confirming I would be awarded my missing points and free night cert (already received a few weeks back) and a pro rata refund of the card fee.
I submitted a complaint to Creation 3 months ago also received same email today confirming all I will be awarded. Also pro-rata refund of card fee, but Creation asked for bank details and recent bank statement so the refund can be processed which is strange as I have direct debit they have all my details.
I’ve just given the FOS a nudge about my missing free night, also mentioning that Creation’s response to me was addressed to someone else!
I submitted a complaint to Creation when the first wave of FOS offers started coming through. I received a reply today, just about within the time limits set out in my acknowledgement, upholding my complaint in full and confirming I would be awarded my missing points and free night cert (already received a few weeks back) and a pro rata refund of the card fee.
I submitted a complaint to Creation 3 months ago also received same email today confirming all I will be awarded. Also pro-rata refund of card fee, but Creation asked for bank details and recent bank statement so the refund can be processed which is strange as I have direct debit they have all my details.
Ditto – except I only emailed customercare 6 weeks ago and I didn’t have a DD set up. What is a little odd, is that I hadn’t earned the free night as I stopped spending on the card before the closure date but the inference is that they are going to award it anyway based on what my projected spend would have been.
This is crazy. It was confirmed to me only yesterday that my complaint, now more than a year old, is still waiting to be assigned an investigator. I don’t see how it’s fair that complaints only made in recent weeks have been both investigated and resolved already.
I’ve asked how to open a complaint.
Which complaints opened in recent weeks have been resolved? Most of ours have taken well over 12 months.
There’s no mechanism to complain against the FOS … until they have finished dealing with your complaint! It’s a bit Orwellian. (@JDB – I know, I know, they are very busy and understaffed and our cases are trivial!)
This is crazy. It was confirmed to me only yesterday that my complaint, now more than a year old, is still waiting to be assigned an investigator. I don’t see how it’s fair that complaints only made in recent weeks have been both investigated and resolved already.
I’ve asked how to open a complaint.
You’re waiting for the FOS. People who complained in the last few months are getting the correct response from Creation and haven’t needed the FOS.
@Colin_Mackinnon can you let us know what happens please?
Datapoint – My online complaint with Creation resulted in a points push, a new annual free night(for the premium card 10K spend) and pro-rata refund as well(still to receive but proposed settlement) – Very happy with the result.
@Colin_Mackinnon can you let us know what happens please?
Will do.
Datapoint – My online complaint with Creation resulted in a points push, a new annual free night(for the premium card 10K spend) and pro-rata refund as well(still to receive but proposed settlement) – Very happy with the result.
Same here. Complaint lodged on 12 April and points owed transferred today (nothing else due) with Creation acknowledging that their closure letter could have been clearer with regard to how points on spend during closure period would be treated.
By clearer, do they mean, “We are going to refuse to award these points and free nights until we are dragged kicking and screaming to your UK regulator?”
@Lady London Quick reply from FoS, marked “confidential”, so I won’t paste it.
In summary, they say they are in contact with Creation and if not sorted by 28th May, get back to them.
They suspect that since my year end was late November, and I had no spend on the card after the card year end and the closure date a few weeks later, that Creation have only looked at that period and not the 12 months before end of November.
Will, as always, update.
I’ve not had this from FOS but will bear that in mind. My submission made it quite clear that I was claiming free nights for 2020-2021 AND 2021-2022 so I don’t think Creation have actually read anything we sent them!
Quite frustrated here, there are still 10k points on my card that haven’t been transferred to my IHG account. I sent another chaser to creation 8 weeks ago, but still no reply since the auto-response. Looks like I will have to try calling.
I had actually given up on ever getting these points, but having seen reports of all these points finally being released I’m frustrated that my points are still stuck!So what we have learned from the last few weeks is – if we’d waited many months to complain, we would be immediately and fully sorted. But complaining in good time, being ignored and gaslighted, and having to resort to the FOS? Get in the queue for an indefinite period sir!
So what we have learned from the last few weeks is – if we’d waited many months to complain, we would be immediately and fully sorted. But complaining in good time, being ignored and gaslighted, and having to resort to the FOS? Get in the queue for an indefinite period sir!
Not unusual.
How many times have you been stuck in a phone queue for ages, then you give up and dial again, and your call is answered in a much smaller time?
Quickest response from Creation ever.
Last Friday emailed them my bank statement for pro rata card fee refund. Got reply with 1 hour to confirm the refund has been processed. The refund is in my bank account today.
I emailed creation over a month ago asking for my missing points. They eventually emailed back saying they didn’t know what points I was asking for as I hadn’t used the card since it was cancelled. I then emailed them a screenshot from the app showing the points. Didn’t receive any reply but after a few weeks I have yesterday finally received my missing points from the free card.
Hopefully, someone more competent will bring out a new IHG card soon.
Email from FOS. Basically they haven’t looked at anyone’s claim, just passed them to Creation who have done their own thing. I’ve been sent a “revised offer” of my points, one free night cert plus a fee refund of £96.02. Not sure why they are set on keeping £2.98, but anyway. I’ve responded that I already have items 1 and 2 and I am not accepting £96.02 in lieu of the 2nd free night cert.
An investigator will be in touch in due course, apparently.@Northernlass When was your card anniversary again Anna? Does it seem they want to refund you from the anniversary date, not pay that extra free night but have already paid out the points accrued? Madness if it is.
I understand why they might try to do this, what a bunch of chancers. Bad form from FOS if they have been briefed and don’t pull Creation up on this!
Tbh I wouldn’t have told them they’d paid the points already, let them work that one out!
Ha – I only want what I believe I’m owed! My anniversary was October, so the letters were sent out just before I was due to receive the 2021 free night, and it never posted. I don’t know if the voucher they have now posted in my IHG account is supposed to be that one, or the 2021 – 2022 one (though the card didn’t make it into 2022, of course). It just seems as though they have given out any points accrued during the notice period, plus a free night cert for anyone who spent over £10k. The “revised” offer hasn’t come with any rationale attached, so it’s not clear if they are offering the £96 (which won’t get you a night in a HI these days) in lieu. I did wonder if there’s some IT limitation which allowed them to give out one certificate per cardholder in a short period of time but now isn’t functional.
Ha – I only want what I believe I’m owed! My anniversary was October, so the letters were sent out just before I was due to receive the 2021 free night, and it never posted. I don’t know if the voucher they have now posted in my IHG account is supposed to be that one, or the 2021 – 2022 one (though the card didn’t make it into 2022, of course). It just seems as though they have given out any points accrued during the notice period, plus a free night cert for anyone who spent over £10k. The “revised” offer hasn’t come with any rationale attached, so it’s not clear if they are offering the £96 (which won’t get you a night in a HI these days) in lieu. I did wonder if there’s some IT limitation which allowed them to give out one certificate per cardholder in a short period of time but now isn’t functional.
I am very confident that the free night you got was post anniversary free night and the one you did not get was the one you should have got in October. Why? Because I did not get mine for OCtober which was due and Creation are, more or less, feigning ignorance that it was due in replies to FOS saying “there was not enough spend from October to December to earn a free night” despite my claim and correspondence clearly saying it was for the period to October I am claiming (and sending, for the fourth time to both parties, my statements showing my spend).
True mess all around and the FOS are trying but seem to be continuing to give rope to creation to resolve it. I just hope we get there in the end!
I agree, as everyone who spent £10k during the closure period got it. My OH, for example, got the free night in July 2021, and has been given another in response to his complaint to the FOS, presumably for spend during the closure period. So my free night from October 2021 definitely seems to be missing. I think @Colin MacKinnon is in a similar situation.
@Lady London
Latest from Creation (interesting that they have a FOS Relations officer)
Good morning Mr Mackinnon,
Thank you for your email and I am sorry you have not received your free night stay voucher.
Please accept my apologies for the delayed response however you previous email was not passed to me.
We will look into this and return to you with confirmation of eligibility for the voucher.
Kind Regards,
XXXXXXX YYYYYYYYFOS Relations & RCA Officer
Creation Financial Services / Creation Consumer Finance
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