-
I messaged their help desk six days and was told they would get back to me in 3-5 days – which of course they have not!
Anybody had a reply from them recently? If so how long did you have to wait?
Ages
I had a new Curve card sent out on 6th July which meant not having the physical card in Barcelona / on Valiant Lady.
Activated the card using the info in the app so I could use it via Google Pay. Of course it didn’t work via Google Pay.
Sent an email on 8th July. Never got a reply. Started working once I used the physical card for something just over a week later.
Nope, they lied about actioning my request then just ignored me. Raise a formal complaint.
They are a dying business, no doubt at all in my mind.
They didn’t do anything about a fraud complaint until I also messaged the underlying card (Capital on Tap) who were excellent. Only then did Curve do anything on such a serious matter. This was a number of months ago, but shows what they are like.
At least it’s not like Revolut where you might have a balance.
I upgraded to Curve metal recently and Curve cancelled my standard card immediately so I couldn’t make a card payment until the new one arrived a week later. I couldn’t even be bothered trying to contact them!
You can email them support@imaginecurve.com . Whether they’ll be able to help is another story !
In August they finally dealt with an issue I first raised in February. They took around 6 weeks to reply to each email in the conversation.
Raise a formal complaint and you’ll at least get some compensation for the wait.
No generally don’t reply I’d say
Nope they’re useless, got blocked for verification twice last month, the first time they were responsive and it was dealt with in days, this second time has been radio silence for a fortnight. I’ve resorted to hassling them on social media.
I wouldn’t care, but as a paying metal customer it takes the p1ss. They won’t even action a downgrade request, so I removed all my cards and left a prepaid card with no balance on it that they couldn’t charge, screw them.
I kid you not. One (late) reply came from
The “Premium team” at CurveIf you hassle them on social media. They shut you down quickly by cross referencing your query and tell you simply that someone will email you back
Nope they’re useless, got blocked for verification twice last month, the first time they were responsive and it was dealt with in days, this second time has been radio silence for a fortnight. I’ve resorted to hassling them on social media.
I wouldn’t care, but as a paying metal customer it takes the p1ss. They won’t even action a downgrade request, so I removed all my cards and left a prepaid card with no balance on it that they couldn’t charge, screw them.
Good tip with the pre-paid card, thank you. Will do the same.
I’ll be the contrarian, and say that the 4 or 5 times I’ve contacted them, they came back within a few day tops.
The problem with contacting them is that every time you do that, they look at your account and a few days later you receive one of those emails about “fair use”.I’ll be the contrarian, and say that the 4 or 5 times I’ve contacted them, they came back within a few day tops.
The problem with contacting them is that every time you do that, they look at your account and a few days later you receive one of those emails about “fair use”.I wouldn’t contact them at all if they just left me alone, but they keep putting these stupid requests to me and “temporarily” blocking my account until it’s actioned. Idiots.
I get they need to do KYC and other verification, but unless they’re going to deal with it very quickly, the block is unnecessary and stupid, they advertise their product as a substitute for carrying a million cards around, but if you rely on Curve you will eventually end up screwed or stuck somewhere with zero ability to pay for anything.
I wouldn’t contact them at all if they just left me alone, but they keep putting these stupid requests to me and “temporarily” blocking my account until it’s actioned. Idiots.
I get they need to do KYC and other verification, but unless they’re going to deal with it very quickly, the block is unnecessary and stupid, they advertise their product as a substitute for carrying a million cards around, but if you rely on Curve you will eventually end up screwed or stuck somewhere with zero ability to pay for anything.
The first time they did it, they did indeed reply within a few days, inconvenient but not the end of the world. Now it’s been weeks, and they ignore everything.
Yes, that’s annoying indeed. My contacts have always been about different types of queries (4 or 5 in the several years since I had my card).
The only time I had a “proper” KYC I don’t think my card was ever blocked, so it didn’t cause a problem – I replied within a couple of days, and they never replied, but since the card worked I didn’t follow up, naturally.Their handling of queries re the VS card fees has been shameful on their own forum. They’ve just scarpered from the thread without answering. I can’t see how they can continue much longer in the regulated marketplace; when paying customers are being stung with fees for using a feature they advertise as available when paying them a fee. The risk alone of a judgment against them by FOS or removal of FCA authorisation must mean they’re currently packing their bags for a midnight escape fron the market.
Someone made a fraudulent purchase on my card. Left curve a chat message and got a new card within a week. Seemed reasonable
Their handling of queries re the VS card fees has been shameful on their own forum. They’ve just scarpered from the thread without answering. I can’t see how they can continue much longer in the regulated marketplace; when paying customers are being stung with fees for using a feature they advertise as available when paying them a fee. The risk alone of a judgment against them by FOS or removal of FCA authorisation must mean they’re currently packing their bags for a midnight escape fron the market.
Curve makes it abundantly clear in its terms that use of the Curve card is always subject to the terms of the underlying card (in addition to Curve terms) so I don’t know what regulations you are claiming Curve has breached. You/the customer, not Curve, is expected to know the terms of the underlying card since you signed them. Virgin and others have given ample warning of fees so if anyone chose to ignore them, more fool them.
On what basis are you suggesting a complaint could be made to the Ombudsman that would have any prospect of being upheld?
I thought it was just me not getting a response. There is a whole thread on the Curve forum about the lack of responsiveness.
I thought it was just me not getting a response. There is a whole thread on the Curve forum about the lack of responsiveness.
No it’s not just you, their customer service has been awful for many years, but happy to continue as a Black Legacy customer until it no longer suits or they decide to close all Black Legacy accounts.
I requested a downgrade of my Curve Metal several weeks ago back to the free tier but despite saying someone will get onto it nothing has been done and they’ve now taken payment for the next month.
On top of that, I made a mistake with an Apple Pay payment to Revolut and sent it to my Curve which had a VA CC selected. I did the ‘go back in time’ to move the payment to a debit card but Virgin still charged a £50 cash handling fee even though the amount got refunded the same day. My mistake of course, but still annoying.
If/when I manage to get my Curve Metal fee refunded it will be getting cancelled immediately.
I contacted them 5 days ago but no answer. Is there a number to contact Curve. I’m completely stuck as it won’t add my new Hilton Barclaycard so I can’t take out cash oloe pay card bill. How do I get to help them. Contacted through app and email. So fed up and I’m Metal.
@S879, I had the same issue with the Barclays avios card recently – someone on here suggested doing a chip and PIN transaction first and that worked for me.
- You must be logged in to reply to this topic.
Popular articles this week:
