Hey @Mokers
Iāll send you a direct message here to get some details and can raise this with the team to figure it out.
Alex
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Even the way itās worded in the T&Cs and in the email you quote @Mattywallace thats still not 100% clear. The T&Cs in item 6 b state:
keep any annual Freetrade subscription in effect until after the Award and pay your subscription fee on time;
I read that as āif you have an annual subscription, it must be paid up to dateā not āyou must have an annual rather than a monthly subscriptionā
@acamp care to comment on the clarity of these comms? Like @happysaks the whole thing has left a bad taste in my mouth and up until this point Iāve been a massive advocate for Freetrade, both as an early adopter and shareholder.
Hi @adamvaughan
We appreciate the feedback and the fact that the terms around an annual subscription had been missed by some.
In the FAQ on the offer page it is explicit that:
Are there any other requirements to qualify for free shares?
If you are transferring into an ISA or SIPP account you need to be on an annual subscription to qualify, this can be done in the app.
That being said we have been happy to award free shares to customers who missed this criteria and made a qualifying transfer in the campaign period. Weāve asked (if required) for customers in this situation to take out an annual subscription.
We also took some of this feedback on board to clarify the terms in the campaign we ran after this one.
This is not a style of campaign we offer regularly and so it still involves some manual processes to execute. I appreciate thatās not ideal when things donāt go to plan though. Weāve taken this all on board and will improve going forward.
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@acamp Iām in the same boat here. I transferred in money for the Jan promotion expecting a free share. Sent a message in the app to the support team but no response after more than 2 business days.
Can you help please?
Hi @darranw, welcome to the community forum.
Iāll DM you to get some more details so we can look into this for you.
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Hi there - same issue here. Got email saying Iād qualified for the free share. Raised with support on the 2nd of May when it hadnāt arrived. Been told it is being looked at. No explanation for what is going on.
Thanks for your reply and for taking the feedback on board. Youāre right, it is is explicit in the FAQs and I did eventually catch it there recently after reading the T&Cs 3 or 4 times. I hope we can both agree this isnāt the optimal place for such a critical piece of information.
Iāve not been offered the chance to take out an annual subscription to qualify, only told by Rafael from FT customer service that my ISA transfer doesnāt qualify, but my GIA does and Iāll receive a free share for that by EOD 01/05. Iāve not received this free share yet and would also appreciate the opportunity to take out an annual subscription that youāve offered to other customers.
I participated in the free share scheme ending Jan 31, been expecting them for so long but they have not arrived. The chat service is horrible - there is a bot answering the query and cutting us off without providing any information.
Why is the service so pathetic? Is the free share program a scam after all?
Hi @shyam17 - Iāll DM you to get a bit more information so we can look into this for you.
@EmilieG Thanks, waiting for your DM.
Thanks - Iāve just seen your response to our Twitter DM as well, will take a look for you.
I am yet to receive my free share circa Ā£400 for my transfer from the January criteria, I feel like itās been ages. I also received an email stating I had qualified and that the free share will be awarded the week commencing 29th April 2024 into my GIA. I have also messaged 3 times via the message service and havenāt received a response. This isnāt very good customer service Freetrade. I have just as of tonight changed to an annual subscription as I also didnāt realise this was part of the criteria, however why email me to say I have qualified in the first place if I didnāt have an annual subscription at that time. Either way I would a response as soon as possible, thank you.
I recommend you to email freeshare@freetrade.io
They should take care of your problem.
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This is so incredibly annoying and unprofessional. I had an email confirming my eligibility for the share on 28th March, saying Iād receive it on the week commencing 29th April. Iāve been trying to follow it up with customer services (and please sort out that stupid bot that misses key information on this), and now Iāve been ghosted by customer services for over a week on it.
I honestly thought Freetrade would be better at this. What annoys me more is that shares in general have risen quite a bit over the past three weeks and I will have missed out on that.
Hi @Willij5 , Iāll DM you to get a bit more information so we can look into this for you.
Hi @robbrown , Iāll DM you to get a bit more information so we can look into this for you.
I got my free share applied on 1st May. It was only a Ā£200 share, and should of been a Ā£400 share since I met the tranfer criteria. I contacted Help in the App the same day, but Iām now forever kept on a waiting list seeking a resolution. It now been 3 weeks. Can Freetrade please sort this out ASAP
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Hi @Hessian , Iāll DM you to get a bit more information so we can look into this for you.
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