PSA - Account Cover Plus Refund (Coles MasterCard)

John Kimble on 10/04/2018 - 09:47
Last edited 10/04/2018 - 10:07

Hi,

I got charged the Account Cover Plus premium recently because they changed my statement generation date when they switched to Citibank.

I sent them a message via the online service centre asking to confirm the new date and for it to be refunded because there was no notification of the change. They agreed to waive it saying they don't normally, but will do it as a gesture of goodwill.

Can see the credit in my transaction history.

Hope the same works for anyone else impacted.

Regards,
DJK

Financial Account Cover Plus Gift Card Insurance

Related Stores

Coles Financial Services
Coles Financial Services

Comments

  • psyren89 on 10/04/2018 - 11:11

    I also opened a case regarding this over the weekend and need to chase it up today. Did you get a case number?

    • John Kimble on 10/04/2018 - 11:19

      Nope, I messaged them on Friday morning and they replied on Saturday morning. I didn't even know they replied, had to check my OSC inbox!

      • psyren89 on 10/04/2018 - 11:46

        Well, that was fun calling up and having to explain to another person what the problem was. They said they'd reverse the charge, but there's still a minimum payment I have to make from last month's statement.

        • John Kimble on 10/04/2018 - 11:51

          That's why I emailed ha

  • ronnknee on 10/04/2018 - 12:17

    Thanks, will be giving them a call today.

  • kawinuyo on 12/04/2018 - 01:27

    Pretty sure there was notification of the change. The new statements are every 25 days… So it won't be the same date each month. We are going to have to calculate it.

    • psyren89 on 12/04/2018 - 12:00

      I got told the statement end date (not payment due date) has moved to the 8th of each month.

    • John Kimble on 12/04/2018 - 12:09

      I don't remember seeing anything, oh well.

      They said in the reply to me "your billing cycle is now every 2nd of the month".

  • ronnknee on 24/04/2018 - 14:14
    +1

    Thought I was smart enough this period to make sure I had zero balance between 18th to 23rd to avoid the Account Cover Plus fee.

    Nope. They slapped on the annual fee at 23rd/24th midnight which means $0.99 Account Cover Plus fee is payable. Sigh, just can't win.

  • escusemay on 24/04/2018 - 18:11
    +1

    I called and complained a few weeks back about this and they credited me the fee as well

  • Waffles on 21/09/2018 - 17:03

    Sorry to ressurrect this old thread but does price protection still exist?

    I just tried to claim it, I called the number on the PDS (Latitude) who said to call Coles Financial services who said to call 1800 800 230 (latitude again) when I called again they said call 1800 072 791 (hallmark?citigroup?)

    I called them and noone knew what i was talking about and couldn't find any mention of account cover OR price protection…

    Does anyone know what happened/who to call/how to claim?

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