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“I thought I should post this about Morgan Stanley....”

written by neglectedcustomer on 07/09/2007

Good Points
Nice when everything is going well.

Bad Points
Unhelpful and unapologetic when things go completely wrong.

General Comments
I thought I should post this about Morgan Stanley. Sorry in advance for the length.



In June 2006 I took out a credit card with Morgan Stanley with a deal of 2% cash back for 6 months which would then revert to 1%. When it arrived I started using it and everything was fine. After the second month I noticed that the cash back hadn't been applied properly as only 1% had been applied. When I contacted them I was told not to worry as they were aware there was a problem but it would be sorted out by my anniversary date at the latest. Satisfied, I continued using the card.



When I used it to purchase a wardrobe I received a call one minute after walking out the store. The phone call was from a lovely Morgan Stanley customer advisor who was concerned about the large purchase that was out with my normal spending habits. This I found reassuring. At this opportunity I brought up the subject of the wrongly attributed cash back which was still not rectified. I was again told not to worry as they were aware there was a problem but it would be sorted out by my anniversary date at the latest. Satisfied and reassured, I continued using the card.



In April 2007 received notification that I would be charged for the privilege of having a Morgan Stanley card as of June, but they had a sweetener of 0% for three months for May, June and July. My instinct was to cancel especially since I had received a letter from Morgan Stanley saying " take out a card with us for free, no annual fee and have cash back". Alas, I purchased something on Buy Now Pay in June from a company that would not let me change my credit card details. Reluctantly and mildly appeased by the 3 months sweetener of 0%, I continued using the card.



On the 2nd of June and I lost my wallet and had to phone to cancel my card. The person that I spoke to did not seem to have any sense of urgency at all at cancelling my card. I was told that a new card would be delivered in approximately ten days time. Disappointed as a Morgan Stanley customer, and unable to continue using the card.



After approximately 2 weeks I phoned Morgan Stanley again to ask when I would be likely to receive my new card. I was then told politely that although my card had been cancelled no new card had been requested and therefore no new card was on its way to me. I was asked if I wished a new card to be issued, to which my answer was yes, whereupon I was again told that a new card would be delivered in approximately ten days time. Disillusioned as a Morgan Stanley customer, and unable to continue using the card.



After approximately another 2 weeks I rang Morgan Stanley again to ask when I would be likely to receive my new card. I was then told again that although my card had been cancelled no new card had been requested for the second time and therefore no new card was on its way to me. I was asked if I wished a new card to be issued, to which my answer was yes, whereupon I was again told that a new card would be delivered in approximately ten days time.



At this point I also asked about my cash back as this was now the anniversary and the cash back amount had not been amended with the correct amount as had been promised. I was then told that I should have called about that earlier as it was my responsibility to notify of any problems and that I should not have left it so long. When I explained that her colleagues told me not to worry as they were aware there was a problem but it would be sorted out by my anniversary date at the latest, I was told, rather impudently, that I should have sorted it out earlier, that she was not aware of any problem and that I shouldn't have left it for so long.



I then felt so annoyed that I brought up the fact that why was I being charged for a Morgan Stanley card when I was also being invited to apply for a Morgan Stanley card with no annual fee attached. I was then, rather rudely told that I could apply for the new card as long as I cancelled the one that I had. At this point I was a Morgan Stanley customer who is discontented, insulted, annoyed, actively dissuading friends from choosing a Morgan Stanley card and unable to continue using the card.



At this point I had to hang up to get a debit card to make a telephone payment to my Morgan Stanley card. When I called back, the system asks you to enter your card details. As mine was cancelled the system states "due to the status of your card you are being transferred to a customer advisor". This was not a problem, but bearing in mind that my card was cancelled it seemed incredulous to me that one of the first things that the customer advisor asked me, before completing the security check, was "would you like another person on the card". This added to the fact that I do not have a card to use, let alone share with anyone else, left me in a state of disbelieve, actively dissuading friends from choosing a Morgan Stanley card and still unable to continue using the card.



After approximately yet another 2 weeks I rang Morgan Stanley again to ask if I would be likely to receive my new card. I was then told that the card was issued and that there had been problems with the change over from Morgan Stanley to Goldfish. I pointed out that my new issue of a card problem had occurred before, during and after the change over and this was the first time that that was mentioned. I was also told that due to the post strikes that the card was probably just tied up in the post and would be delivered. If it was not there in a few days then call back. The only other thing that could be done would be to cancel the card that hadn't been delivered yet and start the new process over again which would take another 10 days. I settled for hoping that it would be delivered late and waited for a few more days. Now displeased, still actively dissuading friends from choosing a Morgan Stanley card and still unable to continue using the card.



After approximately yet another 2 weeks I rang Morgan Stanley again to ask if I would be likely to receive my new card. I was then told that the card was issued and that if I had not received it then the only thing that could be done would be to cancel the card that hadn't been delivered yet and start the new process over again which would take another 10 days. I agreed. Still discontented, still actively dissuading friends from choosing a Morgan Stanley card and still unable to continue using the card.



After approximately yet another 2 weeks I rang Morgan Stanley again to ask if I was ever likely to receive my new card since after asking FOUR times one had still not materialised. I was then told that the card was issued and that if I had not received it then the only thing that could be done would be to cancel the card that hadn't been delivered yet and start the new process over again which would take another 10 days. I agreed although this time I asked for recorded delivery so that it could not get "lost" in the post. I was told that there was no supervisor on that could approve that but that they would ask in the morning when they started but that they could not see that there would be a problem with granting recorded delivery due to the circumstances. I am now Morgan Stanley customer who is dissatisfied, exasperated, actively dissuading friends from choosing a Morgan Stanley card and still unable to continue using the card.



I now find that I have paid for a card in June, the same month I lost the card, that I have not been able to use, and will not be able to use until September, if it arrives. This is the 5th of September and no card has arrived. I have paid for a card from a company that also offered me a card with no annual fee. The a sweetener of 0% for three months for May, June and July has now expired without my being able to use the June and July at all. Yet my bills have managed to arrive on time. As have my payments to Morgan Stanley.



What hasn't arrived has been a replacement card in the months where I had a special offer. Also what looks entirely unlikely to arrive is a letter of apology or a goodwill gesture of any sort even after I wrote a letter of complaint. I will be sending this to them attached to another letter of complaint.



So I thought you might be able to offer some advice. Incidentally, I have also added it to my Bebo site, and will upload it to my Facebook site, that way not only my friends, but also their friends, and their friends etc. Can be aware of Morgan Stanley's poor, appalling customer service



Kind regards to all.