I'll be getting on to them shortly looking to refund pro rata the metal account fee.
I will be writing as well - I am secretly hoping that like Advanzia, they send a last minute change of plan.
Asking for help though - especially those of you great at putting a 'business' like complaint sentence together.
I have got the run around through the Web support.
I have been with N26 since December 2020.
I signed up to
Metal on July 17th.
I was alerted that "Your Mastercard is on its way!
"You should receive your card within the next 14 days at your current shipping address."
After 10 days, the app looked to be stuck, as card was no longer moving.
I went through the address verification again with Web support, as they had Eircode correct, and most details of address, but the house name was in the wrong place.
Village
Closest Town,
House Name
Eircode
County
No IRELAND
I was days trying to fix the address. Even suggested, putting in a 0 for house number which they insisted I give them.
N26 want:
House Number:
Street Name:
C/O address line:
Post code:
City:
Country:
No card arrived, and I had to get the N26 team to reorder on the
07/08/2024.
They said card was stuck in BELGIUM, but that they would send me a
FREE CARD.
I argued it wasn't free, if I hadn't received the first one, and had paid upfront for METAL for the year.
I asked that it be sent by express. They agreed to send FREE CARD, and I pay for express €25 -
no thank you.
They assured me it would arrive and that the card delivery is out of their hands.
I asked about SAFETY - who had my metal card etc? Where was it?
Then
26 days later the first card arrived, but was now inactive, so could not be used.
I rang and the team, said
"do not worry" the second FREE card will be with me by August 22nd."
As no card by
August 26th, the N26 Team wanted to reorder a "
3rd FREE CARD. That I wouldn't have to pay for it."
I was struggling to explain that
"you cannot call something free - if I haven't received the first product, that I paid for by signing up to METAL."
They would not agree on this with me.
There must be something about the response that is very 'specific' as different customer service people use the same language.
So apparently, even if this card arrives, it is inactive.
I will have to order a 3rd card.
It was only when I asked for the complaint procedures that I finally was offered Express POST for FREE.
Then the Rep left.
I had to start again and ask a new rep for the complaints procedure.
I haven't had a card since July 17th - no access to ATM. Using old Revolut card for shopping and ATM withdrawals.
In the middle of Mortgage applications and this looks so messy, moving money over and back.
Can someone give me a sentence for how to complain about paying for Metal, for not having access to the card.
Thank you.