Charges for telephone call

debtisnotme · 23 June 2017 at 3:31PM

I've just got off the phone with my Mortgage provider. The Direct Debit was returned by my bank whilst I was abroad, all sorted and payment now made. They attempted to ring me twice whilst I was at work and unable to answer as well as the call I've answered today. They have informed me as well as the returned DD charge (fair enough) I will be charged £40 for each attempted call totalling £120. This seems like daylight robbery and on the face of it seems unfair. DO you agree? Would I need to first officially complain to the company?

[Deleted User] · 23 June 2017 at 3:43PM

Unless the charges have not been applied correctly, I can't see you having any luck with a refund. Under no circumstances use the word "unfair" in any complaint as the Banks won their court case about unfair charges in 2009.

However, depending on the tone of any complaint (and also if this is a "first offence"), the Bank may still agree to refund this charge but only as a goodwill gesture.

Word your letter carefully

dunstonh · 23 June 2017 at 4:34PM

This seems like daylight robbery and on the face of it seems unfair. DO you agree?

Arrears charages have to be justified. Having a staff member allocate time to deal with you and you not being available costs firms money. So, documenting their costs under time spent is increasingly common and considered fairer than the old automatic charge with no explanation.

Charges for telephone call

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