[Jamjaw]

Colin MacKinnon wrote:

@LadyLondon Email from FOS this morning asking me for feedback. (Today was the latest deadline to Creation).

So checked IHG account and Free Night sitting there.

The Creation saga is over!

I also have my free night. Not my points, yet, but that is only 1,100 odd points and therefore I don’t rightly care. Glad to be here now with my voucher

[Jamjaw]

Thanks for the update – I will take full credit for moaning about the lack of a phrase just 2 days ago!

[Jamjaw]

Has the secret password died a death :(?

[Jamjaw]

Colin MacKinnon wrote:

@Lady London

Latest from Creation (interesting that they have a FOS Relations officer)

Good morning Mr Mackinnon,
Thank you for your email and I am sorry you have not received your free night stay voucher.
Please accept my apologies for the delayed response however you previous email was not passed to me.
We will look into this and return to you with confirmation of eligibility for the voucher.
Kind Regards,
XXXXXXX YYYYYYYY

FOS Relations & RCA Officer

Creation Financial Services / Creation Consumer Finance

I got a similar response 9 days ago (I think from the same person). Nothing yet

[Jamjaw]

NorthernLass wrote:

Ha – I only want what I believe I’m owed! My anniversary was October, so the letters were sent out just before I was due to receive the 2021 free night, and it never posted. I don’t know if the voucher they have now posted in my IHG account is supposed to be that one, or the 2021 – 2022 one (though the card didn’t make it into 2022, of course). It just seems as though they have given out any points accrued during the notice period, plus a free night cert for anyone who spent over £10k. The “revised” offer hasn’t come with any rationale attached, so it’s not clear if they are offering the £96 (which won’t get you a night in a HI these days) in lieu. I did wonder if there’s some IT limitation which allowed them to give out one certificate per cardholder in a short period of time but now isn’t functional.

I am very confident that the free night you got was post anniversary free night and the one you did not get was the one you should have got in October. Why? Because I did not get mine for OCtober which was due and Creation are, more or less, feigning ignorance that it was due in replies to FOS saying “there was not enough spend from October to December to earn a free night” despite my claim and correspondence clearly saying it was for the period to October I am claiming (and sending, for the fourth time to both parties, my statements showing my spend).

True mess all around and the FOS are trying but seem to be continuing to give rope to creation to resolve it. I just hope we get there in the end!

[Jamjaw]

jj wrote:

Still no sign of my voucher. For the benefit of others in my situation, this is the latest situation.

I contacted Creation on 20 April but no reply, Asked FOS to reopen my complaint, and the told me that Creation is still processing claims and needs a further two weeks. After that, FOS will chase for me.

Hopefully my voucher will have a sensible validity period when (if) it finally arrives.

Sounds the same as me – got an email with my refund of my fee but no points, no voucher. I now need the voucher as a hotel has closed on me leaving me with a night in NYC with no hotel and two young kids!

[Jamjaw]

Seems anyone who should have got free night as anniversay between August and December did not get them, but got refund of £99. Anyone who spent £10k after notification of closure has got free night. Seems very wrong…. Also not got my missing points from August and September post notification. Surely just an error on their part rather than anything else?

[Jamjaw]

I got one about my annual fee but not other stuff!

NorthernLass wrote:

Anyone else just had this from Creation? It looks completely generic so I don’t know if they’ve sent it to everyone or it’s their response to my response that my claim hasn’t been fully settled!

Good afternoon,

I refer to your complaint referenced as above.

Following the communication we received from the Financial Ombudsman Service, we can confirm that any extra IHG reward points, and a free night stay voucher, if they were due, have already gone over to IHG and should now be showing on your rewards account.

Kind Regards,

*Ha! Just got their auto-reply saying that they aim to resolve my complaint within 8 weeks. Missing a zero? 😂

[Jamjaw]

NorthernLass wrote:

So it sounds as though they are awarding vouchers for spend AFTER the closure notices were sent out, but not before! You might argue that customers in the latter category are actually more deserving, but that would require some sort common sense on the part of Creation, I suppose.

Could you get a litre of milk with the theoretical £9 at the IC Bora Bora, @Colin?!

I think this is what has happened to me – I am due the free night voucher (£10k spent by anniversary of October) and c 3k points and refund. Refund now received (for the amount charged in October) but nothing form closure letter date to October not the free night voucher nor the points)… I have asked both Creation and FoS to follow up to see why I have not got anything.

[Jamjaw]

Crafty wrote:

Has anyone had an answer, clear or otherwise, from Creation or FOS about the various reported deposits of points – usually too low an amount – and free nights – for some but not others – since the supposed settlement “offers” were made?

No. But I didn’t get anything despite accepting the “offer”. That was four weeks ago and I have now raised with FOS again who have, within an hour, escalated to find a response as to why. Maybe creation got it wrong and missed me by accident. Maybe I am not due anything in their eyes (creation got it wrong). Or maybe something else.

[Jamjaw]

I have still not received anything despite accepting the offer – anyone else in the same position or do I need to go back to FOS?

[Jamjaw]

Humphrey wrote:

omicron wrote:

Is Bendy Curve? Can’t figure out Yonder!

I think it might be this, but I’ve not heard of it before so who knows?
https://hfp2026mar.kinsta.cloud/2022/09/24/yonder-credit-card/

It is indeed – a good app and card with good rewards (if you dine out in London, but now expending to cinema rewards too and looking at other options).

[Jamjaw]

I accepted – nothing yet!

[Jamjaw]

Crafty wrote:

Separately, is it usual for FOS officers to either operate under a professional pseudonym, or scrub the internet of all traces of themselves? I cannot find my (supposed) investigator online anywhere, which feels odd to say the least.

My email is from someone who does have a profile on linkedin – there must be a number of officers involved.

Like others, I have said I will accept assuming I receive what I am due as claimed in my original complaint (to creation) in October 2021, however I can’t accept a conceptual offer as settlement.

[Jamjaw]

This is exactly what I asked for, so I don’t see that (despite it taking 15 months) I should be getting any compensation really – so minded to accept once they confirm that I am eligible for my night voucher and also how many points I will get.

[Jamjaw]

Just had the below email:

Your complaint about Creation Financial Services Limited

Thank you for your patience while we’ve been progressing your complaint. As you’re aware we’ve been having regular discussions with Creation Financial Services Limited (Creation) to ensure an outcome that is fair and reasonable in the circumstances.

Throughout these conversations, Creation have provided additional information and it’s been important to take this into account for the individual circumstances of each case. As a result of our conversations with Creation, we’re pleased to let you know that Creation have made an offer to resolve your complaint.

The offer Creation have made will depend on the type of account you held with them. I’ve explained more details below.

Background

The closure of credit card accounts with Creation affected two of their credit card products which provided associated benefits.

IHG Rewards Club Premium Credit Card – customers were able to earn IHG Rewards Club points, and Anniversary Night Vouchers for an annual account fee
IHG Rewards Club Credit Card – customers were able to earn IHG Rewards Club points

Offer from Creation

For any customers who held an IHG Rewards Club Premium Credit Card, Creation have offered to

refund the unused proportion of the account fee on a pro-rata basis,
transfer the outstanding IHG Rewards Club points to their IHG account, and
grant Anniversary Night Vouchers for eligible customers.

For any customer who held an IHG Rewards Club Credit Card, Creation have offered to

transfer the outstanding IHG Rewards Club points to their IHG account.

I would be grateful if you could let us know whether you accept the offer from Creation in full and final settlement of your complaint by 31 March 2023.

If we don’t hear from you by then, we will assume your acceptance of this offer, ask Creation to action the settlement and close your complaint.

Next steps
If you would like to accept Creation Financial Services Limited’s offer, please let me know by 31 March 2023 and I’ll arrange for Creation Financial Services Limited to get in touch with you.

If you are not happy with the offer, please let me know why by 31 March 2023 and we’ll continue to investigate.

Kind regards

[Jamjaw]

JDB wrote:

I am not sure how you would feel if your firm made an error that allowed it to be ripped off for £millions?

You think Creation lose out to the tune of £millions? That would be hundreds of millions of pounds of manufactured spend. Not a chance in hell. Maybe a few thousand pounds, but unless you know more about their contract with IHG and the amount they pay for individual points (maybe they bull them in chunks, were looking like running out of them so just turned off loads of accounts) then I highly doubt the cost of this to Creation.

They have acted unfairly (towards me at least, no MS) and the FOS taking over a year to further the claim is also not acceptable – if they do not have capacity, tell me that – don’t send me one message in the year and think that is ok.

[Jamjaw]

BA Flyer IHG Stayer wrote:

Points bookings do not count as qualifying stays for this particular points offer offer and nor does spending $30 a day in the bar make it qualifying.

I agree with this, but have just read the T&Cs which say that it must be a qualifying rate with a minimum spend of $30 per night… A qualifying rate is clearly defined as including points nights so it SHOULD include it. But it doesn’t! Life is too short to kick up too much fuss over 20k points. Maybe…

[Jamjaw]

BA Flyer IHG Stayer wrote:

And I was referring to “nights” when I answered the original question which mentioned “eligible stays”

I never said the bonus 20k points counted as qualifying because they aren’t.

You responded “those also count” to my comment on AMB offer – but thanks and back to the original question (phrased differently) – do we think estandby will count as a qualifying stay for that AMB offer of 20k after 2 nights?

[Jamjaw]

BA Flyer IHG Stayer wrote:

those also count

They do not

[Jamjaw]

This is a reply to NL but I messed up!

Open your booking, copy address, log out of your account, go back to the booking address and will appear. Most of the time a bit rubbish – but this one is a nice to have upgrade which would be even better if it triggers the offer!

[Jamjaw]

BA Flyer IHG Stayer wrote:

Reward nights already count as an eligible stay for status and milestone rewards.

But not the AMB offer of 20k after 2 nights…. I can move another stay to IC if needed but would be nice to not have to!

[Jamjaw]

marks7389 wrote:

NorthernLass wrote:

Good luck – I got that response back in March and still haven’t got a case handler, it’s very poor (and dishonest) that they’re still promising that.

Same here, my original 4 months to assignment email having been received at the end of January. Typically not one to spend a fortune on hotels but at least the one voucher they did eventually manage to award me (9 months late) for the previous membership year saved us £500+ on a San Francisco booking in September when rates were generally through the roof. I’ve still no idea why they were so high on that particular Monday night…

On that basis I do at least feel I got good value from my two years as a card member even if that was on IHG/the hotel rather than Creation delivering what was promised. My complaint still stands though and I remain hopeful that Creation will be told to make good on what they promised. In the meantime I’m not investing energy in chasing, just checking in on here every now and again to see if anyone has got anywhere.

This is my exact approach – use my last voucher at Heckfield Place for an amazing value redepmtion, but I can demonstrate at least £450 of spend I would have saved if they had given my voucher, which I had earned the full £10k by notification and my year rolled over in the 2 month dead period before cancellation. I am not putting much effort into getting this, but have made the complaint as it is, frankly, the definition of unfair practice and financial services providers should not be allowed to get away with it (I linked to curve, but no MS at all).

[Jamjaw]

We went in April with various ages of kids – but with your age no reason you should not be looking at going to Magic Kingdom (which my nephews loved, aged 3 and 5) and also Animal Kingdom if yours like animals. The other two were not such a hit with the younger ones. Universal they found fun too – not so Islands of Adventure.

Other things to consider – down time(!), water park (might not work but our little ones loved the splash park areas) and some of the other things to do (Ice Hockey; shopping; eating etc).

I would say do not bother with Cape Canaveral at that age (and just accept you will need to return one day) and there are lots of everglade type things you can do not too far from orlando to see crocs and go on an airboat – all of the children enjoyed that.

We loved our holiday and I think most people do too!

[Jamjaw]

BJ wrote:

and Mrs Smith

Yes – but also benefits at Mr & Mrs Smith hotels per ambassador website – no concern over Intercontinental stays, but the Mr & Mrs Smith stay would be nice to get benefits!