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  • Daiboy1980 45 posts

    As many others, the value of the Curve Metal is near nil to myself now. I have attempted to downgrade via chat, however, I get the thank you for being premium, we will be with you in 3 day message. They they just end the chat.

    Does anyone have a contact email that could be used to close down the card.

    This just highlights their shortfalls, 3 days to reply to a premium customer in 2023. People will just not accept this anymore.

    WrS 10 posts

    Good luck if you get a response in 3 days. Some metal customers are waiting over a month for a response…

    Daiboy1980 45 posts

    Surely under consumer duty that will just not wash anymore, would it just be easier to go straight to the complaints team?

    Carlos 758 posts

    One way is to cancel the underlining card (replace it) so they cant charge you

    You may be offered a retention offer to stay according to some reports.

    Can you imagine when they launch their credit card services to the public how longer your response time will be? Likely more than 3 days

    G 32 posts

    I managed to cancel via chat last week. I was still within the 6 month period and they tried charging a fee but I stood my ground and they downgraded without much fuss. Took maybe 5 days total to get it cancelled

    Daiboy1980 45 posts

    One way is to cancel the underlining card (replace it) so they cant charge you

    You may be offered a retention offer to stay according to some reports.

    Can you imagine when they launch their credit card services to the public how longer your response time will be? Likely more than 3 days

    The whole set up is a farce. Their card has one major advantge over the market, with that gone, they are just an overpriced card, with non existent customer services.

    The same day, I put a query to Starling bank – that was answered and resolved within 5 minutes.

    Toaster 102 posts

    One way is to cancel the underlining card (replace it) so they cant charge you

    This was my plan for downgrading to ensure I did not get charged due to customer service not responding in time but there is some info on curve reddit indicating that if your chosen payment card fails that curve will automatically try and charge the next card until payment goes through.

    I know I could remove all the cards and just add two/three when the downgrade is completed but I think I am going to chance it by leaving a valid payment card for the renewal and if Curve do not downgrade me as requested and charge for another year I can contact the credit card issuer and ask them to resolve it.

    Carlos 758 posts

    I wouldnt chance it

    JDB 4,147 posts

    One way is to cancel the underlining card (replace it) so they cant charge you

    This was my plan for downgrading to ensure I did not get charged due to customer service not responding in time but there is some info on curve reddit indicating that if your chosen payment card fails that curve will automatically try and charge the next card until payment goes through.

    I know I could remove all the cards and just add two/three when the downgrade is completed but I think I am going to chance it by leaving a valid payment card for the renewal and if Curve do not downgrade me as requested and charge for another year I can contact the credit card issuer and ask them to resolve it.

    If they don’t respond on chat, just post the card back to them with the chip removed, giving notice of cancellation of your Metal subscription wish to downgrade to x plan. I wouldn’t rely on being able to do a chargeback/s75 of the fee as fees are usually excluded. Better to get it resolved up front rather than clear up the mess later. You should actually be able to downgrade within the app anyway – under Manage your Plan which shows the next charge and then under benefits, downgrade etc.

    Carlos 758 posts

    Cutting a metal card?

    TicknBash 33 posts

    I’ve tried to downgrade and subsequently to cancel / close Curve account multiple times over last 4 months via chat and email to no avail.
    Downgrade option in app only puts you through the ‘chat bot’.

    S75 with Virgin is a painful long winded process.
    The problem is, until Curve confirms account closure / downgrade, cancellinng and removing all underlying cards just stops them takng any further fees but technically it will only mean the curve fee is unpaid / outstanding.

    I suspect they’re dragging their feet to maintain a certain level of subscribers to help them market their future fund raising rounds / valuation.

    Daiboy1980 45 posts

    I have emailed the complaints team, If I do not hear from them within the FCA allocated timescales, I will just suybmit a case to the FOS stating that Cureve are putting undue and un necessary barriers in place to down grade a fee paying product.

    The heart of Consumer duty is all over this side of financial companies.

    I would suggest others follow the same path.

    Request downgrade
    -> If ignored, complain
    –> If Complaint ignored FOS

    They can not ignore the FOS.

    JDB 4,147 posts

    Cutting a metal card?

    Did I say cut? No. It’s not difficult to remove the chip and if you really can’t manage that just lock the card before returning it in the post. You are looking for problems rather than solutions!

    JDB 4,147 posts

    I have emailed the complaints team, If I do not hear from them within the FCA allocated timescales, I will just suybmit a case to the FOS stating that Cureve are putting undue and un necessary barriers in place to down grade a fee paying product.

    The heart of Consumer duty is all over this side of financial companies.

    I would suggest others follow the same path.

    Request downgrade
    -> If ignored, complain
    –> If Complaint ignored FOS

    They can not ignore the FOS.


    @Daiboy1980
    – have you actually tried using the app to downgrade as suggested above? That does actually work. I’m sure they will respond within the eight weeks they are allowed before you can go to the Ombudsman. You are making this an awful lot more difficult for yourself than it needs to be! But I appreciate that just getting on with it doesn’t make such a good story.

    Daiboy1980 45 posts

    I have emailed the complaints team, If I do not hear from them within the FCA allocated timescales, I will just suybmit a case to the FOS stating that Cureve are putting undue and un necessary barriers in place to down grade a fee paying product.

    The heart of Consumer duty is all over this side of financial companies.

    I would suggest others follow the same path.

    Request downgrade
    -> If ignored, complain
    –> If Complaint ignored FOS

    They can not ignore the FOS.



    @Daiboy1980
    – have you actually tried using the app to downgrade as suggested above? That does actually work. I’m sure they will respond within the eight weeks they are allowed before you can go to the Ombudsman. You are making this an awful lot more difficult for yourself than it needs to be! But I appreciate that just getting on with it doesn’t make such a good story.

    Yes I have done, and they have closed the chat down. I have since been charged my monthly fee. I do not think it is unreasonable to ask to downgrade a card, and not pay a monthly fee if I do not want the service anymore.

    It is not complicated – I sent an email to the complaints team. If I do not have an acknowledgement of my complaint with in the FCA timescales, I will fill out the online FOS form in 5 minutes.

    I do not see why a company should be allowed to ignore their clients and the industry rulings, just because.

    JDB 4,147 posts

    @Daiboy1980 – I wasn’t talking about downgrading via chat – there is a function in the launchpad where you can manage your plan, including downgrading. These new fintechs are supposed to be self service and you left it to the last minute to downgrade via chat rather than the official route.

    Daiboy1980 45 posts

    Not sure where I mentioned last minute? I started the process when they announced the new fronted limits.
    I have followed the online only process to downgrade, it all loops back to chat. Which is never replied to. Fintech like starling works, and works well. Their systems do not work, coupled with no customer service for their failed tech is frustrating.

    I am struggling to see, why you can not see that for a premium card, the abilty to downgrade and not get charged a monthly fee is too much of an ask?

    JDB 4,147 posts

    @Daiboy1980 – I suggested last minute because you refer to seeking to cancel by chat three days ago and since then being charged a monthly fee. That is also wholly inconsistent with saying you started the process when they announced the new fronted limits as that was three months ago.

    I haven’t said it’s too much to ask, merely that you are making things unnecessarily complicated for yourself and already threatening to go to the FOS the same day as filing a complaint thereby already assuming Curve won’t respond within eight weeks seems symptomatic of a big fuss about nothing.

    PS Starling is a bank which has to operate to totally different standards vs an EMI like Curve that neither holds your money nor offers credit on the Metal product.

    Toaster 102 posts

    @Daiboy1980 – I wasn’t talking about downgrading via chat – there is a function in the launchpad where you can manage your plan, including downgrading. These new fintechs are supposed to be self service and you left it to the last minute to downgrade via chat rather than the official route.

    You cannot downgrade without the assistance of a person at Curve, the app goes to the chatbot which goes to Customer Service:

    https://help.curve.com/how-to-downgrade-my-subscription-SkK1hbGOq

    To downgrade your subscription:
    Open your Curve app.
    Head to the “Launchpad” tab
    Tap the “Manage your plan” applet
    Scroll all the way down and tap “Downgrade your plan”
    You’ll be redirected to our chatbot

    Once you’ve been directed to the chatbot, you’ll need to choose the following path: My account > Downgrade subscription > the reason for your downgrade. If you still want to downgrade your account, you’ll be redirected to our Customer Support and we’ll able to fulfil your request!

    username 9 posts

    @Daiboy1980 – I wasn’t talking about downgrading via chat – there is a function in the launchpad where you can manage your plan, including downgrading. These new fintechs are supposed to be self service and you left it to the last minute to downgrade via chat rather than the official route.

    Like others have said above, When you click the button to downgrade it just takes you to the chat function where you have to type up a downgrade request. This is just Curve’s usual crapness


    @Daiboy1980
    My downgrade chat was responded to after 5 days and the agent downgraded me after verifying my details so you might have been unlucky with the specific agent. This was last month before the changes were implemented.

    pbcold 335 posts

    I applied to downgrade from metal to standard in the app on Wednesday, was asked for my year of birth and postal address yesterday and received notification of my downgrade and refund for the remaining amount of this billing period today. I am impressed.

    trient 23 posts

    I applied to downgrade from metal to standard in the app on Wednesday, was asked for my year of birth and postal address yesterday and received notification of my downgrade and refund for the remaining amount of this billing period today. I am impressed.

    Went through exactly the same steps but it took them 6 days to acknowledge and another 5 to do the actual downgrade, on what they claim to be premium support. When asked why I was downgrading because “it may be something we can help with” (!) I explained it was the drop in value coupled with the price gauge – they never followed back. Utterly not impressed but very happy to be a standard user again.

    John 949 posts

    Not sure if something recently changed, because in August I wanted to downgrade from Curve X to the free plan. I found a button to do this in the app and the downgrade happened instantly.

    toddy 113 posts

    @Daiboy1980 – I wasn’t talking about downgrading via chat – there is a function in the launchpad where you can manage your plan, including downgrading. These new fintechs are supposed to be self service and you left it to the last minute to downgrade via chat rather than the official route.

    No, there isn’t.
    Your default response is defend the substandard service offered by financial firms. You were proven totally wrong with Creation.

    As others have said, the ‘downgrade’ button within the launchpad takes the user to ‘live chat’, which is neither “live” nor a “chat” as they take weeks to reply. It’s simply not good enough. Surely you can admit that?

    JDB 4,147 posts

    @toddy – if you were to read a few of the most recent posts, you will note that several people have been able to downgrade directly in the app. I also did this for a friend just prior to my comment so posted advisedly.

    This type of thing, whereby people either blame their own ineptitude on an organisation or trash an entire company for something very specific they have experienced is a bit of a sad reflection on modern day blame culture.

    Re Creation, if you were actually to read what I said and to read the many published FOS decisions and the court reports, I think you will find it panned out very much as I suggested. I also provided considerable help to those who were unsure of what to do or needed help with specific problems. People are very fortunate that Creation didn’t have the most recent FOS decisions to hand much earlier.

    My views as to people’s conduct that led to the closures may be controversial but that’s a totally different issue.

    The fact that a small bunch of people’s abusive activity not only got the accounts of many others closed and ultimately killed off an apparently valuable card seems to have passed you by.

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