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I subscribed to the metal plan in March to topup ernie 10k (literally exactly what they advertised as one of the benefits!). Did it in March fine ( 2x 5k). In April the transaction was declined and they sent me a KYC request which I replied to with statements etc. It has been a month and they haven’t got round to looking at the info I submitted so I can’t use my card – not even to buy a chocolate bar.
I’ve used bendy chat and they keep telling me they will reply when they get round to it. Surely there’s something that states they have to reply in a reasonable timeframe, particularly as the card isn’t working (presumably blocked temporarily) and I’m paying £15/month.
Any advice is much appreciated!
p.s. For anyone that doesn’t know, if you cancel the Metal plan in under 6 months, they will charge you a £50 admin fee so you might aswell keep it for 6 months minimum.
You have a right to a written copy of their complaints procedure on request, which should state timeframe for responding to complaints.
https://help.curve.com/how-do-i-make-a-complaint-rk2gS_2Iu
You should at least be getting a month’s fee back.
Even if published elsewhere, I find that a briefly worded request for written complaints procedure along with select red flag phrases like Alternative Dispute Resolution options signals that you know what you’re talking about and should be taken seriously without delay.
https://help.curve.com/how-do-i-make-a-complaint-rk2gS_2Iu
You should at least be getting a month’s fee back.
This.
This is, frustratingly, very typical from Curve CS.
When I went through my KYC check last year (had the free card at the time), it took nearly six months before I could use the card again. I of course complained, was offered £25 compensation which I said was not good enough, and in the end I got £60.
For the paid plans, does anyone know whether the insurance benefits remain active while the card is temporarily blocked?
Surely there’s something that states they have to reply in a reasonable timeframe, particularly as the card isn’t working (presumably blocked temporarily) and I’m paying £15/month.
Re the fee being charged while the card is blocked, I recall someone last year got round this by removing all their underlying cards from the app and leaving just a prepaid card on there with a zero balance so Curve could not take any further payments. No experience of this myself but perhaps worth a try.
Similar situation – metal card blocked since January, annoyingly fees taken end of Feb and also had an ongoing travel insurance claim since November. AXA paid out in March so it didn’t affect an existing claim.
Chat and complaints department didn’t / couldn’t get involved as the ‘relevant department’ is dealing with it.
Requested for subject access request last week and expecting a long battle over the fees.
Not taking any risk of being uninsured if travelling but I would’ve thought cover should still be valid and independent of ‘KYC’.
Thanks all – really useful advice. I’ll send an email raising a complaint and ask for the monthly fee back as well as compensation. It’s ridiculous that this is normal . . . .
KYC is a very valid (and regulatory necessary) process. However, what is totally unnecessary is the length of time it takes. Do regularly chase them up, and put a complaint in in writing if it takes more than 4 weeks. Do not take in to account any time they ask you for information and you are responding. Do not accept anything less than full costs for your membership plan for this time, along with associated/consequential costs (such as loss of points etc) beyond the 4 week mark, in the absence of any valid reason for them taking this long. Lack of staff/their staff response times is not a valid reason. Take them to the ombudsman if necessary. Ensure you leave reviews commensurate to your experience online.
Chase them up via Twitter. For some reason, they are much faster at actioning things when you use that channel.
OH had a few issues when he took out the card last year – response via the imagine @ curve email address was relatively prompt (it took about 4 weeks to resolve) and they refunded the first month’s fee.
Still haven’t received a response from them – I’m going to chase them. Anything specific I should say to encourage them to reply?
Still no response. Not sure what I should do next to ensure they respond
Did you try Twitter?
What’s Ernie?
What’s Ernie?
The fastest milkman in the west
What’s Ernie?
The fastest milkman in the west
That’s the better of the two possible answers that really ought to be part of the Life in the UK citizenship test.
What’s Ernie?
Baidu’s AI chatbot.
Finally got a reply! They’ve unblocked and given me a month free
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