co-op bank sent me somebody elses satement !!!!

tobe_2

After requesting a single duplicate current account statement I recieved an envelope containing two duplicate statements , one for my account and a second for somebody elses account !!!!
Can any one advise about how I should handle my response. I would like to draw maximum  attention to this event.
Should I talk to the Trading standards commission ?
How do you make serious complaints about a Bank ?

slapharris

I had a PEP with a well known high street bank.
After April 5th (1999) I not only recieved my statement of transactions, but SIX other customers statements, outlining all of their buisiness for several periods.
When I contacted them they admitted a " technical " abnormality and that I should "bin "the statements.
It really put my mind to rest. :-/

Nile

Tobe

How about contacting the BBC Watchdog team? That could get your experience lots of exposure.

tight_wad_7

I worked for this bank many moons ago. They pride themselves on their ethics. I would write to their customer services manager explaining your dissatisfaction at this breach of customer confidentiality & demand compensation. They should give you a minimum £15 under their customer charter which is well hidden on their web site - as they should also give to the customer that has been affected (not that they know). Hopefully you will get more.
Amazon have recently started mixing up customer invoices - parcels have been correctly addressed but the slip inside related to someone else! I told them of this and they apologised but no compo. ???

Pal

If the statement has the name and address on it, send it to them with an explanatory letter.

COS

I agree with tight_wad and Pal on this one . As the reply you got deserves reporting with the person who advised you, this is appalling state of affairs.

System

This happened to me many years ago with Egg - they sent me a statement to my address. However, it was someone else's name on the statment linked to my address, so they had doubly mixed things up. When I contacted them they played it right down and told me to bin it.

Should have done more to highlight this, but I did not. However, it does not give you confidence in the company, and I closed my account shortly afterwards.

Mandy_Thompson

If the statement has the name and address on it, send it to them with an explanatory letter.

Years ago, I worked for Bass Brewers and part of my job was to maintain their bank reconciliations.

Someone's personal statement was included in with the company bank statements, so I forwarded it on to the account holder and advised them that it had been sent to Bass first. I wanted them to know that someone had seen the state of their account, as I believed they had a right to complain about lack of privacy.

System

Nice one Mandy - well done that girl!!! ;D

ED

tight_wad, great to discover a MSE with experience of previously working for a bank. :-)

"customer charter", you mentioned - is there a fairly standard rate for different levels of compensation following various aspects of banking incompetence? (I'm currently preparing an involved letter of complaint to Britannia Building Society :-( following a lengthy chain of errors & poor customer service.)

tight_wad_7

ED, the charter I refer to is hidden away within the T&C's on the Co-operative banks web site. A couple of months ago a debit on my sons saving account appeared for £40 which was taken out of a branch 250 miles away whilst I was at work at my son was at school.
When I complained they investigated & they replied saying it was their fault & that they would re-imburse my son with the £40. I replied mentioning loss of interest & that under their charter they had to pay my son £15 compensation. The guy from the bank admitted that they only gave the compensation if the complainent mentioned it which I thought was appaling for a bank with an ethical stance. >:(
My son actually got credited with £25 after I suggested that I should not have needed to ask for the compensation.
I wouldn't trust any banks - I have seen too much of what goes on! I bumped into a guy who worked for me at a bank & he had just been sacked (quietly) for nicking cash from customers on the counter - saying credits were short of a tenner, twenty etc. After 10 years they got suspicious & set him up on camera.
I believe he then got a job at another bank because the bank that sacked him couldn't come completely clean about his past, perhaps because they had a duty to go back to all the customers he had swindled.
Never turn your back to a cashier at a bank when you are paying in cash or recieving it.
Sorry to ramble on but banks really cheese me off! I left the bank I worked for because I felt that the way they victimised people who could least afford to pay made me sick. £50 charges would be added as 'administration charges' at the whim of someone in the bank. That £50 could/would have caused anguish to those affected.
ED, back to your point. If you have a problem with your bank, look carefully throught their web site or any bumph they have sent you & I am sure most of the decent ( I use that term lightly) banks will have a charter agrreing to compo in the event of them making a mistake. Make sure you know their charter & make 'em pay!