this is the real rbs

darryldoo

Hey all, im having the worst day of my life and any advice would be most welcome...

Today i found out that on the 22nd of October (yesterday) my bank allowed a standing order to be set up on my account. I have not signed a standing order mandate and so called the bank.

The standing order is for 300.00 and is to go out tomorrow (24 october)

I call the bank and they inform me i have to give 3 working days to cancel even though my contract says different. i inform them that i have no knowledge of this and is not authorised.

The lady at the bank gets really nasty with me and tells me that they have my signature on a mandate and so it is authorised and they will not stop it. I inform her again that this is not authorised however she still refuses to accept what i am saying, im worried sick as this money that is due to go out tomorrow is my rent money and the bank just will not act on what i am telling them. i know this sounds bizzare but i even had to swear on my grandmothers grave to try and convince her that i was telling the truth and i have not signed a mandate or authorised anything.

In the end, she just hung up on me as i told her for a second time that i was recording the telephone call and she said "i consider that to be a threat"

I will have to go into the bank tomorrow to try and sort this but i have no idea where i stand, im sure if my signature has been done by someone this is fraud and i will report this however how can i stop the bank acting on this, surely they should just believe what i am telling them.

Please, any help as i am tearing my hair out...

Thank guys,

Samantha

P.S, ive also just noticed that they are saying that i have to give 3 working days notice to cancel however that would be impossible to cancel as it was only set up on the 22nd, how can that be logical?

I dont even see how this could apply because its not authorised ????

Thanks again,

Sam

sutton111

i bank (banked) with natwest RBS sister bank and they can recall the payment they i did this last month, phone up in the morning and ask to speak to lending and see what they say, but they can recall it.

SparciaM

As long as the standing order is not set to go via faster payments, they'll be able to return in on the day.

Just ring up or go in in the morning and say that the payment is wrong and you need it returned - that way they'll return and then say that you never authorised it and you want to see a copy of the mandate etc.

The main thing is to stop the money leaving your account. As long as via normal SO the bank have till close of business to return it.

darryldoo

Hey all,

Been at bank all day, in a nutshell they let it go....

I really cant believe this, all that they have done is given me a number to report it to their fraud department...

To top things off, i asked for their refusal to help to be put in writing - the manager then informs me that they havent got time to mess about with this...

Can you actually believe this, i am in the right here arnet i????

ive just got in so i will attempt to supply a few more details in a few hours.

another question,

I am recording all my calls to the bank, does anyone know if i can legally put these calls online for people to listen to(obviously with personal details removed) I have the conversation from yesterday where i actually inform the bank that its fraudulant on 7 occasions and they have still llet this go today.

Thanks guys

Sammy

sutton111

what a shower, change banks if i was you!!!

muggleian

Hi I would reccommend that you go to a different branch we have 2 near us and I always go to the other branch and they seem a lot more helpful,
hope this is of help

Dylanwing

Pity it is the weekend - Just call the customer services staff, and if they don't help, demand to speak to a Manager, and don't be fobbed off. They can, and should recall it, after all, if you had no money in your account it would not be paid. Be polite, but firm, note everybody's name (And let them know that you have recorded their names), and finally, put it all in writing (Copying your Branch), keep it concise, factual, log all names, and demand answers in writing as to why they were not prepared to help.
Once complete, demand compensation for your time, after all, they would charge you heavily if you made a mistake. I think it just sums up Banks attitude to potential fraud!

darryldoo

Hey guys,

First of all thanks for the support, it made me smile, just what i needed...

Ok heres an update.. things have progressed, not for the better though, lol...

Today i had a conversation with my bank manager again as everything at rbs is handled at branch level although i think they do have a call centre, i also spoke to him in this conversation regarding another complaint of mine, details below..

I claimed a DD guarentee (indemnity) on 2 payments that were set up by a company (no probs, the company admitted the error, fine) The bank then took 5 days to return my money however the guarentee states that i get an immediate refund. It also states that i get an immediate refund in the banking code and so i say they are in breach. Actually, when i spoke to the manager (a woman at the time, been changed now) she actually told me that immediate means within 5 working days so...tough pooo, basically (she didnt say tough poo)

anyaway, today i was speaking to the manager about my original complaint and this one and so i quoted the banking code to him... this is what he said (i now record all calls to this loveley bank) "I can see that our relationship has broken down and so i think we need to look at re-banking" i ask him to confirm what "re-banking" is and he confirms my worst fear (although may be a blessing in disguise, lol) by re-banking he means closing my account...can you believe this!!!!!!

The plot thickens...

During this recorded converation i ask him to confirm a few details, he starts sighing and says that hes tired of repeating himself and makes it known that hes a bit fed up...
I then inform him that i have mental health probs (it is true, i wasnt just saying to wind him up) and i have difficulty taking in information and that i am sorry he is having to repeat himself (he wasnt repeating himself as he never answered my questions the first time)... anyway, he refuses to repeat himself.

soooo... I have contacted the Financial Ombudsman and explained about my mental health problems and a really nice guy has said that they will assist me in writing my initial complaint which they have sent off today for me...

I have also written a strong letter to the area manager whom the manager informs me is also in agreement that they should consider this "re-banking". I have included this in the post below, please let me know what you think...

right, thats it... my update to the post is now done... my apologies for not doing it sooner but i have been a bit low (feeling sorry for myself, lol)

Thanks again for the support, it means the world;)

Samantha x

darryldoo

Dear xxxxxxx,
After a conversation with your Branch manager at Wxxxxxxx I feel compelled to write you this letter.
During this conversation your manager implied that because of the breakdown in the relationship between the bank and I they may have to consider the possibility of “Re Banking” which I understand to mean closing my account, apparently your Manager claims that you were involved in this conversation and so I assume that you already have knowledge of this.
I would like to make it perfectly clear that I do agree that there has been a serious breakdown in our relationship however I would also like to make it clear that the reason for this breakdown has been the attitude of several staff and the manager at this branch.
During my dealings with your branch I have encountered lies, incorrect information, breaches of the banking code and a serious unwillingness by your staff to follow my instructions or even assist me in any way which I am sure you will agree is not acceptable.
Fortunately over the last few weeks I have begun recording all conversation between this branch and myself and so I make it clear that I am in position to back up all of my allegations by supplying the recordings and/or transcripts to yourself and any other senior management that need making aware of just what is going on at the Wxxxxxxxx branch of the RBS
I have many complaints regarding this branch of the RBS and I am quite happy to follow the correct complaints procedure regarding these however, in order to make a full complaint I’m sure you appreciate that I do need to gather all of the facts as well as establishing the position of the bank (branch). I have attempted to discuss these with members of staff at this branch including the manager who have been less than helpful. I am also able to provide recordings and/or transcripts of these conversations which I am sure you will agree is undisputable evidence that what I am claiming has happened, has happened.
So, to make my position clear to you I am saying that I do agree that there has been a breakdown in our relationship but this breakdown has been down to the treatment of myself by your staff and management at this branch.
The comments of your manager regarding re-banking (closing my account) have caused me serious concern and this could be taken as a threat. This comment from the manager has come off the back of me making him aware of my complaints and posing several questions regarding the banking code which he has refused to answer on more than one occasion. I am at a loss as to why your initial response to me making you aware of my problems would be to close my account and if I may be so bold to suggest an alternative I would suggest that it may be better for you to listen to my complaints, investigate them in the correct manner and then decide on a course of action.
I have this conversation recorded I am happy to make this available to you however I would appreciate an explanation in your reply as to why your branch has adopted the strategy of taking action that places me at a disadvantage without any investigation into my complaints.

I also have a recorded telephone conversation with this manager where he refuses to answer my questions stating that he has told me once and he is not going to repeat himself. I have made your manager aware that I have mental health problems and have difficulty taking in information quickly ( I also make him aware of this during the call and can be heard clearly saying this) however your manager continues to adopt the same attitude and can even be heard sighing and making his lack of patience very clear, in fact I even apologise to him on several occasions.
I would say that this is borderline disability discrimination however I can not allege this that at the moment as I am awaiting verification from an exterior agency and so I am not in a position at present to make my complaint regarding this specific point however im sure that you will agree that it is important for a customer to understand the information they are given. I would welcome your comments regarding this and I can assure you that this is not the end of this matter.
I have a recorded telephone conversation where during a conversation Cxxxxx, a member of the staff at the Wxxxxxx branch accuses my husband of threatening her. In the call she says “are you threatening me” on two occasions. This is why we record our calls to you as I can guarantee that no threatening words were spoken and this was a completely random outburst by your member of staff. We have the recording of this and are happy to supply the audio and/or transcript.
Now this is very strange behaviour indeed, what is even stranger is that this is now the third time I have encountered this and it always comes as a precursor of them hanging up the telephone however this time, as I said, we managed to record it and I can unequivocally prove that your staff member (Cxxxxx) has attempted to imply something that is simply not true as not one word that is spoken could ever be considered as a threat. I have also asked myself, why do they do this? The only theory that I can come up with is that this somehow justifies them ending a call, in other words I say that this is simply said for effect and so that other members of staff can hear in what I know is an open plan office. Although this is only a theory I make it clear that I am able to provide undisputable evidence that this has happened.
I hope that you can now see what I have to put up with, in a nutshell I hate calling your bank and dread speaking to some of your staff because of the way that I am treated. In fact I have recently started to have panic attacks before having to call and so I hope that you can understand why I am so shocked at your suggested method of resolution which is re-banking, basically closing my account.
All that I ask is that I am treated fairly, with respect and my account is handled in line with any existing guidelines and/or legislation which I am sure is not too much to ask. I am sure you are aware that there are two sides to every story and I would like to request that my side of this story be properly investigated and you just may see, as I can already, where the root of this problem actually lies. In support of all of my allegations in this correspondence I am happy to provide the recordings of these events in order to verify what I am claiming.
I would now like to take this opportunity to raise the most simple of my complaints with you although I can assure you that I have many more to follow. I have included the details of this on the following page.

You can see by looking at my account that I have had two direct debits returned under the direct debit guarantee. After what I think you refer to as the indemnity was processed it took up to 5 working days to get the money returned to my account, I’m sure your systems record and show this.
My Direct Debit Guarantee States
“If an error is made by the organisation or your bank or building society, you are guaranteed a full and immediate refund from your branch of the amount paid”
I raised this with Lxxxx, the branch manager at the time who informed me that immediate does not actually mean immediate however unfortunately the Financial Ombudsman disagrees with the view of Linda and they inform me that immediate does in fact mean immediate and not 5 working days as Lxxxxx has previously claimed.
I would like to complain regarding this as I feel that you are not only in Breach of the Direct Debit Guarantee but also in breach of the banking code thus placing you in breach of the Consumer Protection from Unfair Trading Regulations 2008.
The relevant legislation is included below for your convenience:
Banking Code:
Direct debits and recurring transactions
9.6 We will tell you how direct debits and recurring
transactions work and how you may cancel one of
these when you no longer need it

9.7 We will tell you about the Direct Debit Guarantee, which
protects you if a direct debit you have not authorised
is taken from your account. If any money is wrongly
taken from your account under a direct debit, we will
refund your account as soon as you tell us about it.

Consumer Protection from Unfair Trading Regulations 2008:
1) A commercial practice is a misleading action if it satisfies the conditions in either paragraph (2) or paragraph (3).
2) A commercial practice satisfies the conditions of this paragraph
(a) if it contains false information and is therefore untruthful in relation to any of the matters in paragraph (4) or if it or its overall presentation in any way deceives or is likely to deceive the average consumer in relation to any of the matters in that paragraph, even if the information is factually
(b) it causes or is likely to cause the average consumer to take a transactional decision he would not have taken otherwise.
(3) A commercial practice satisfies the conditions of this paragraph if
(a) it concerns any marketing of a product (including comparative advertising) which creates confusion with any products, trade marks, trade names or other distinguishing marks of a competitor; or
(b) it concerns any failure by a trader to comply with a commitment contained in a code of conduct which the trader has undertaken to comply with, if
(i) the trader indicates in a commercial practice that he is bound by that code of conduct, and
(ii) the commitment is firm and capable of being verified and is not aspirational,
and it causes or is likely to cause the average consumer to take a transactional decision he would not have taken otherwise, taking account of its factual context and of all its features and circumstances

You actions with regard to this matter placed me in serious financial hardship for this entire period, I would welcome your comments as to why you are unable to offer me the protection that you claim to offer under the Direct Debit Guarantee.
Simply, immediate means immediate and I say this is non disputable
Because of the problems that your indisputable breach has caused me I would request that I be significantly compensated for the financial hardship that your breach placed me in, alternatively I would welcome a detailed explanation as to why you say that you are not in breach so that I may raise this matter with the Financial Ombudsman.
I would consider a period of one week a reasonable time for you to address this matter.
Yours Sincerely,

Samantha.

olly300

darryldoo -
1. Your letter is too long and winding. Cut it down to one side of A4 including your name, address and account details and use bullet points.

2. Unless you told the staff member that you were recording them on the telephone and got their permission then you are breaking the law in admitting you recorded them. If you want to be re-banked then this will help it. Instead change the wording and state something like you had help in taking detailed notes of the telephone conversation.

darryldoo

olly300 wrote: »

darryldoo -
1. Your letter is too long and winding. Cut it down to one side of A4 including your name, address and account details and use bullet points.

2. Unless you told the staff member that you were recording them on the telephone and got their permission then you are breaking the law in admitting you recorded them. If you want to be re-banked then this will help it. Instead change the wording and state something like you had help in taking detailed notes of the telephone conversation.

Thanks for the advice, i will attempt to shorten....

Re: recording them...

Yes, i have told them however i also had a journalist friend look into this for me and apparantly it is legal to record a telephone call without knowledge i also found some legislation that states it is ok to record as long as 1 of the parties concents (not sure how accurate that is so i told them anyway)

Thanks friend

Sammy,

P.S

darryldoo is my hubby, its his logon details im using