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@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
I got a similar response 9 days ago (I think from the same person). Nothing yet
I got this on May 3rd, but addressing my OH! She’s clearly a busy lady.
Thank you for your email and informing us that you believe you should have received two free night stay vouchers. We will look into this further and return to you with confirmation of the outcome.
Kind Regards,
FOS Relations & RCA Officer
Creation Financial Services / Creation Consumer Finance
Very busy doing her root cause analysis! Oh the irony!
Ta @ColinMackinnon.
Hum.
Possibly your previous email was not passed to Creation’s “FOS Relations Officer”, as they’ve only just been appointed?I wonder what the “RCA” stands for, that’s also in their title.
That’ll be root cause analysis!
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!
And me too. Clearly systematically missed. I’ve pointed it out to both Creation and FOS, which would save them time and expense, but of course both have ignored me entirely.
Had a change of mind from Creation re my complaint resubmitted following the Ombudsman’s recent decision. Creation now agree that I was wronged and the complaint has been upheld. So, fee returned ✔️, IHG points to be sent ✔️ and Free IHG hotel voucher issued ❌.
They have denied me the IHG free night voucher with no evidence explaining decision. I suppose it’s lucky I took a photo of my online account weeks before the account was suddenly closed. It shows £10k had gone through the IHG CC.
Let’s see what happens next….@peggerz, did Creation specify that they were denying you the free night, or just not send it to your IHG account? It does seem as though they are now having issues with this after that first tranche of certs were sent to complainants.
@peggerz, did Creation specify that they were denying you the free night, or just not send it to your IHG account? It does seem as though they are now having issues with this after that first tranche of certs were sent to complainants.
Hi @NorthernLass Creation said I did not qualify as by their calculation I had not reached the threshold. I beg to differ…..
@peggerz, did Creation specify that they were denying you the free night, or just not send it to your IHG account? It does seem as though they are now having issues with this after that first tranche of certs were sent to complainants.
Hi @NorthernLass Creation said I did not qualify as by their calculation I had not reached the threshold. I beg to differ…..
As I mentioned the other day it’s worth checking. There is I think a mistake on the tracker on the website where it shows the night has been earned when it hasn’t. The app is accurate, it even shows how much you’ve exceeded the spend by when you press the down arrow. It caught me out a few years ago and I missed the spend by £20 when I totalled up the statements.
My latest update from the FOS is below. I rejected the offer from Creation (even though they still transferred points and a free night voucher). I’ve set out my reasons for rejecting the offer, and explained what I believe I am still due.
====
As there are a large number of similar complaints about this issue with Creation, we want to ensure we’re being consistent with the outcomes we’re reaching and that no one is being short-changed. Unfortunately, this means that it’ll take a little longer than we’d like to get answers out to consumers like yourself.
I have a meeting scheduled for 7 June 2023 during which your complaint will be assessed. I’m sorry for this delay but we should be able to let you know where you stand following that meeting.@BA-flyer I take it the response from your FOS case handler didn’t say if it’s an internal meeting, or with Creation (FOS Relations & RCA Officer possibly??)
Let’s see what consistent (and fair) outcomes result from this next step!
FOS and Creation could do with bringing this to a conclusion!
After not getting the settlement offer via FOS when it was reported here, my case officer emailed me today to say that Creation have now made that offer to me as well.
@BA-flyer I take it the response from your FOS case handler didn’t say if it’s an internal meeting, or with Creation (FOS Relations & RCA Officer possibly??)
Let’s see what consistent (and fair) outcomes result from this next step!
FOS and Creation could do with bringing this to a conclusion!
It didn’t say; the reply above is exactly as I received it. (Minus the case handlers name).
I finally have a case handler! And she’s emailed me twice in one day – how very efficient. And has actually read and engaged with the substance of my complaint, asking me simple follow-up questions.
I shouldn’t really have to be surprised by basic competence, but in this long and sorry saga, it is like a beacon of hope.
After not getting the settlement offer via FOS when it was reported here, my case officer emailed me today to say that Creation have now made that offer to me as well.
That’s a good result. I’ve had an email from a case handler now finally too, I’ve made it clear I’d be happy to bring it to a conclusion if they transfer the points and free night cert outstanding.
I wonder if the FOS is going to charge Creation for acting as their admin department.
After not getting the settlement offer via FOS when it was reported here, my case officer emailed me today to say that Creation have now made that offer to me as well.
That’s a good result. I’ve had an email from a case handler now finally too, I’ve made it clear I’d be happy to bring it to a conclusion if they transfer the points and free night cert outstanding.
I didn’t accept the settlement 🙂
After not getting the settlement offer via FOS when it was reported here, my case officer emailed me today to say that Creation have now made that offer to me as well.
That’s a good result. I’ve had an email from a case handler now finally too, I’ve made it clear I’d be happy to bring it to a conclusion if they transfer the points and free night cert outstanding.
I didn’t accept the settlement 🙂
Oh 😂 fair enough haha! I don’t blame you, I’d push harder if I could be bothered but they’ve worn me out with their uselessness, I want it to end and to never deal with them again!
I’m only due a few points from the free card, that is the reason I refused. If I was due a free night I’d probably bit the bullet and grudgingly accept the offer.
OH and I both lodged our complaints at the end of April 2023. OH heard back yesterday, pro rata refund of fee, missing points & free night voucher offered. Now let’s see if he gets them. They are asking for a copy of a bank statement to confirm where to deposit the refund, that normal?
I have only received a generic we will reply by 31st May email……Hi all
I am going to make the story short 🙂
My IHG credit card was blocked on 11th May by Creation because I attempted to use it at our local pub. I have used it before so it seemed strange that it was blocked by Creation. They didn’t inform me the card was blocked until the Tuesday after and I had it declined at a few other places in the meantime. Creation have also blocked my app and all access to my account.
I have called them pretty much every day to try and get my account unlocked so that I can see my statement amongst other things. But without success. The customer service agents just say they have sent the request to security.
The other thing to note is that I was super close to spending £10k and therefore in line to get the free night voucher.
If I am honest I think they have blocked me and suspended the account so that I don’t get the free night voucher.
I have sent a complaint in but I got the standard response that it will take up to 8 weeks to reply.
Has anyone else had the same and do you think I should complain to the ombudsman. The IHG connection finishes towards the end of June
Thank you
Matt
@matt1879464 most people here say Creation’s IT is hopeless so it is highly unlikely they stopped your card for being close to £10k spend and anyway they seem to be throwing a lot of money at clearing up various messes prior to closure of the card. Lots of things can trigger a security block.
You can’t go to the Ombudsman until you have Creation’s final decision or eight weeks have elapsed, so you need to keep calling / emailing Creation until they resolve the matter.
OH and I both lodged our complaints at the end of April 2023. OH heard back yesterday, pro rata refund of fee, missing points & free night voucher offered. Now let’s see if he gets them. They are asking for a copy of a bank statement to confirm where to deposit the refund, that normal?
I have only received a generic we will reply by 31st May email……See my post above. I provided bank statement and the refund was in my account 2 days later.
Thanks DonLee
OH and I both lodged our complaints at the end of April 2023. OH heard back yesterday, pro rata refund of fee, missing points & free night voucher offered. Now let’s see if he gets them. They are asking for a copy of a bank statement to confirm where to deposit the refund, that normal?
I have only received a generic we will reply by 31st May email……See my post above. I provided bank statement and the refund was in my account 2 days later.
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