SAYNOTO0870.COM - Co-operative Bank/CIS Insurance

ellemcee

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Co-operative Bank/CIS Insurance - 0845 to 0844
Jun 16^th, 2012 at 1:06pm

Co-operative Bank information from the website, haven't seen this mentioned elswhere, so thought I'd share it. Another candidate for the Hall of Shame?

' Changes to our telephone numbers

The Co-operative Bank is changing several of the telephone numbers which you may use to contact us from 0845 to 0844 numbers.

From a BT landline, calls to the new numbers will cost no more than 5 pence per minute at all times of the day so may minimise the potential cost to you when contacting us.

This change will take place in June 2012 and we will be phasing out the old numbers over the coming months. All of the new 0844 numbers below are available to use now.

The changes include our most used telephone number, for Customer Services (08457 212 212), which is becoming 08448 44 88 44.

What is changing?

The following banking numbers are changing:
What service do you require? What was the old number? What is the new 0844 number?
Personal bank account enquiries 08457 212 212 08448 44 88 44
Credit card enquiries, including lost or stolen cards 0845 600 6000 08448 758 755
Debt Management - Managed Accounts 0845 600 3550 0844 844 8899
Debt Management - Collections

0845 600 1170 0844 844 8800
How much will it cost to call the new numbers?

Calls to 0844 cost no more than 5 pence per minute from BT landlines. Other network charges may vary. Calls from outside the UK or from mobiles may be considerably more. If you are unsure of your call charges we recommend contacting your phone provider before calling us. More information about call charges
What is not changing?

You will still receive the same friendly, efficient service that you are used to from our UK-based call centres.

All other 0845 and 0800 numbers will stellemcee says: 'ay the same. ''

~ Edited by Dave: Thread title amended

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« Last Edit: Jun 22^nd, 2012 at 4:53pm by Dave »

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SilentCallsVictim

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Re: Hall of Shame: Companies changing numbers
Reply #1 - Jun 16^th, 2012 at 2:46pm

ellemcee wrote on Jun 16^th, 2012 at 1:06pm:

Co-operative Bank information from the website, haven't seen this mentioned elswhere, so thought I'd share it. Another candidate for the Hall of Shame

Thank you very much for mentioning this. Given the ethical stance of the Co-operative Group, this is a disgrace - not least because of the dishonesty and false information.

I must address two examples from the section - How much will you charge me for phone calls to you?.

- Rather than addressing the point made in the heading, the "Service Charge" levied by the Co-operative Bank is the same for all call service providers, it makes a highly selective reference to a particular (wrongly described) tariff.

- The call costs may be correct as at 1st May 2012, however the "Unlimited Weekend Plan" has no longer been BT's most popular plan for around 12 months.

- It is noted that the figures given do not apply to "calls from outside the UK, from mobile phones or from other providers", however it fails to advise that they do not apply to other, more popular plans from BT.

This move warrants extensive criticism and the information referred to above probably breaches ASA rules.

As a supporter, and member, of the Co-operative movement, I am keen to give it a chance to respond and address these issues before I proceed with a damning media release and a formal complaint to the ASA. I will be making contact on Monday, although I will not necessary share my further thoughts and plans for action in this public forum. I accept that other members may feel differently and may wish to proceed differently.

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CJT-80

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Re: Hall of Shame: Companies changing numbers
Reply #2 - Jun 16^th, 2012 at 10:33pm

With regards to the Co-Op Bank. If you bank with them, I URGE you to give them the feedback the so rightly deserve - http://www.co-operativebank.co.uk/servlet/Satellite/1199261362041,CFSweb/Page/CF...

This is clearly another money making exercise from either the Co Op Bank or their phone supplier. Yet again at the cost of their loyal customers!

Shocked

Edit: There appears to be two worthwhile areas to comment on... Suggestions and Ethics! (oh the irony)

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« Last Edit: Jun 16^th, 2012 at 10:34pm by CJT-80 »

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catj Senior Member Offline Posts: 366	Re: Hall of Shame: Companies changing numbers Reply #3 - Jun 17^th, 2012 at 12:18am It's shocking to see them claim that 0844 may be cheaper than 0845 when several providers allow 0845 in 'inclusive' minutes but no providers allow 0844 in inclusive minutes.
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CJT-80 Global Moderator Offline Posts: 1,714 Manchester Gender:	Re: Hall of Shame: Companies changing numbers Reply #4 - Jun 17^th, 2012 at 10:37am If it REALLY wanted to be "ethical" on all corners it should follow Metro Bank's example and have an 03 number. https://www.metrobankonline.co.uk/Supplementary-header-links/Contact-us-/
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Dave

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #5 - Jun 22^nd, 2012 at 4:49pm

I've split this off from the Hall of Shame, so it has its own thread.

There is a report by someone who says that they work for Co-operative Insurance Services (CIS) that it too will be switching to 0844 numbers, from 0845 numbers.

So this is perhaps part of a wider strategy by the Co-operative.

There is a piece in the Guardian about this 'Cynical' Co-op hits customers with pricier phone calls.

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« Last Edit: Jun 22^nd, 2012 at 4:52pm by Dave »

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John Buchanan

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #6 - Jun 24^th, 2012 at 4:53pm

This change affects customers of 'smile' too:

Edited:

phone - You can call us too. Here's the numbers you'll need to know:

call your new number 08448 44 88 44 if you’ve got any general enquiries (lines are open 24/7)
call 0800 526 149 to activate your debit card
call 08448 758 755 if your card is lost, stolen or you suspect card fraud
call us from abroad on +44 8448 44 88 44 (Please dial carefully)
Minicom/ Textphone users can call 0845 608 0019

I have sent them a suitable comment.

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catj

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #7 - Jun 24^th, 2012 at 5:38pm

Quote:

08448 44 88 44
08448 758 755

I always regard the misformatting of such numbers as a feeble attempt to hide the fact these are 0844 numbers and hence the true cost of calling them:
0844 844 8844
0844 875 8755
In both of these cases they've likely paid extra for a memorable number then failed to take full advantage of it.

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« Last Edit: Jun 24^th, 2012 at 5:38pm by catj »

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CJT-80

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #8 - Jun 24^th, 2012 at 6:36pm

catj wrote on Jun 24^th, 2012 at 5:38pm:

Quote:

08448 44 88 44
08448 758 755

I always regard the misformatting of such numbers as a feeble attempt to hide the fact these are 0844 numbers and hence the true cost of calling them:
0844 844 8844
0844 875 8755
In both of these cases they've likely paid extra for a memorable number then failed to take full advantage of it.

However the whole point of an easy to remember number is that it's easy to remember... which sadly in the way you have displayed it, it's not..

For Example.. National Rail Enquries: 0845 748 4950 is not as easy to remember as: 0845 7 48 49 50 or 08457 48 49 50.

There for 0844 8 44 88 44 is easier to remember than:
0844 844 8844.

Just a thought.

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catj Senior Member Offline Posts: 366	Re: Co-operative Bank/CIS Insurance - 0845 to 0844 Reply #9 - Jun 24^th, 2012 at 7:07pm They are both 0844 "zero eight double four" numbers. One is followed by 844 "eight double four" again, then 8844 "double eight double four". The other is followed by 875 "eight seven five" then 8755 "eight seven double five". How easy is that?
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SilentCallsVictim

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #10 - Jun 24^th, 2012 at 8:07pm

With a passing reference to my earlier posting, may I simply endorse the comment suggesting that members of the coop and users of the banking and insurance services take every opportunity to express their views on this particular issue - and on the use of 0845 numbers in general.

Being owned by its members, this is case where pressure is likely to have a positive effect.

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CJT-80

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #11 - Jun 25^th, 2012 at 4:54pm

SilentCallsVictim wrote on Jun 24^th, 2012 at 8:07pm:

With a passing reference to my earlier posting, may I simply endorse the comment suggesting that members of the coop and users of the banking and insurance services take every opportunity to express their views on this particular issue - and on the use of 0845 numbers in general.

Being owned by its members, this is case where pressure is likely to have a positive effect.

I could not agree more, and have already suggested my Mum who banks with them express her serious displeasure in their "underhand" tactics.

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CJT-80

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #12 - Jun 25^th, 2012 at 4:57pm

catj wrote on Jun 24^th, 2012 at 7:07pm:

They are both 0844 "zero eight double four" numbers.

One is followed by 844 "eight double four" again, then 8844 "double eight double four".

The other is followed by 875 "eight seven five" then 8755 "eight seven double five".

How easy is that?

I prefer and find my method easier.. however IF the Co-Op was as ethical as it claimed to be, it would transfer to an 03 number which is ALSO charged at a standard cost to all users, and has NO penalty for Mobile users..

It's main number would then be: 03457 212 212

which is much easier to remember... just my 2p worth

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CJT-80

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catj

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #13 - Jun 25^th, 2012 at 5:38pm

Mangling the "code" part of the number ultimately makes non-geographic numbers in general less easy to remember.

There are currently only four commonly used 08 'business rate' ranges: 0844 / 0845 / 0870 / 0871 (while 0842, 0843, 0872 and 0873 are starting to come into use or are coming into use later).

Once you've remembered which of the four codes it is, you've just 3 + 4 digits to remember.

Breaking in a non-standard way means there are now 40 codes. It's less easy to remember long term. What was that non-standard last digit of the "code" part?

It's no coincidence that momorable numbers that are memorable when presented in the standard way are more expensive to buy than memorable numbers presented in a non-standard way.

03457 212 212 - this is an 0345 number, not an 03457 number.

0345 721 2212 certainly isn't easy to remember, but thousands of other similar numbers are memorable when presented in the standard way: 0345 721 7721 or 0345 721 7211 or 0345 712 7122 etc.

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CJT-80

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Re: Co-operative Bank/CIS Insurance - 0845 to 0844
Reply #14 - Jun 25^th, 2012 at 6:28pm

@ catj,

Indeed, I agree that the 4 digit code denotes what type of number it is, much the same as 020 denotes London, not 0207 or 0208. As London can be denoted as 020 7xxx xxxx it is perfectly readable.. however 084 numbers are in my opinion easier to read as 08xx x xxx xxx as with National Rail Enquries or indeed Co Op bank.. however we are going slightly "off topic" here..

With regards to Co Op they are clearly trying to pull the wool over our eyes.

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