HBOS-Mum in tears please help!

avidsaver_3

Hi all,

Firstly I apologise if this has been covered before have gone through many posts trying to find answers and now understand some things but hopefully someone will be able to advise in general. My mother (59) who has only been using a current account/debit card for a few months (cash in purse person) was shocked to receive a letter yesterday for:

1x£28
2x£35
Total=£98

in unauthorised overdraft charges, she gets her salary paid into this account, but I normally transfer a lump sum every month via online banking into a high interest savings account for her, leaving her with money she can use for odds and ends as she said she doesnt want a lot of cash in her new card account she is worried incase she was to lose her cash and someone could access it etc..

There is no overdraft on her account, and she wasn't aware this month but after using her card a few times she had gone into an unauthorised overdraft by about £7 until a letter came about the charges she would incur and would be taken from her account on the 5/2/09 , we all believed that if there are no funds in the account any transactions that can't be funded would be denied, (I have since read posts answering why this happens), she had used her card for small sums under £10 twice before the charges letter came from the bank unaware she had no funds available, I quickly remedied that by transferring money between accounts.

My question is what can I do to help the situation, my mum is so upset and has vowed to never use the thing again!! As english is not her first language she would not feel proficient in dealing with the bank herself, Is it best if I speak to the bank first and see if they are willing to perhaps dismiss the charges? do banks sympathise with situations like this? or is it best to let the bank take their charges and reclaim later? Thank you for any replies, bank is HBOS.

Orford

Is it best if I speak to the bank first and see if they are willing to perhaps dismiss the charges?

It's worth a try, but they may say they cannot deal with you as you are not the a/c holder

do banks sympathise with situations like this?

It's touching that you still have the optimism to use 'banks' and 'sympathise' in the same sentence

or is it best to let the bank take their charges and reclaim later?

If you get no joy, that's the next option.

p00hsticks

avidsaver wrote: »

As english is not her first language she would not feel proficient in dealing with the bank herself, Is it best if I speak to the bank first and see if they are willing to perhaps dismiss the charges? do banks sympathise with situations like this?

Is it possible you can be with your mother when she either phones or goes into the bank ? As a previous poster has said, unelss you've a Power of Attorney (POA) registered with the bank to let you deal with your mums affairs, the bank can't speak to you directly about her account as it is aganist the Data Protection Act. However, if you accompany her or are with her when she phones then they may well let her go through the standard identity procedure and then, once she's said that she's happy for you to speak on her behalf, deal with you for the rest of the conversation.

If it's the first time it's happened then in my experience they might let you off of it if you can a) get to speak to someone who has the authority to waive the charges and b) are very apologietic. Personally, I prefer writing than phoning as i think that way you've more chance of getting the attention of someone who actually has the power to do something.

Incidentally, if you don't have a formal arrangement with the bank for you to handle your mums affairs, I wouldn't mention that you log onto your mums accounts online and move money about - the bank would almost certainly say that that is against their terms and conditions and security requirements, and the fact that you mother has passed on her details to a third party would leave her very vulnerable in the event of any fraud occuring.

sdooley

Is the high interest account in your mum's name or your name? You need to be careful about how it looks to the person at the bank, especially as you say your mum is not used to modern banking practices. Would be worth considering for the future whether your mum should leave more cash in the current account, even if it doesn't get any interest (after all how many years would it take an extra £500 average balance to earn £98 in interest).

What language does your mum speak? Some banks have, for example, Polish and Cantonese speaking staff in branches in Manchester (in fact Lloyds have big posters advertising this). She may be able to speak to someone in her own language.

rb10

sdooley wrote: »

Would be worth considering for the future whether your mum should leave more cash in the current account, even if it doesn't get any interest (after all how many years would it take an extra £500 average balance to earn £98 in interest).

If her salary is at least £1000 per month, make sure she's on the high interest account. That way she wouldn't lose out on interest for leaving more money in the current account.

Also, see if they'll let you set up just a small overdraft (e.g. £50/£100), so if this does happen again, it'll only be pence that she's charged.

fatpiggy

Perhaps you could use the fact that English isn't her first language to your advantage?

katinthehat

If you draft a letter of authority and get your mum to sign it the bank should have no problem dealing with you.

avidsaver_3

Thank you everyone for your replies, yes it is her own high interest account I transfer money into, she has been banking with HBOS for over 20 years and holds quite a substantial amount in her H.I account with them, her English is good but she would probably not be able to understand fully all that was being said back to her, I will firstly right a letter and get my mum to sign it and either get her to personally deliver it to the local branch or is it better to send it to the head office?

Thanks again everyone advice on the banks T&C has been taken on board hadn't considered they might view it that way.

hunnycat

I would go into the bank with her and say as its her first charges you would like them refunded. If the high interest account is with HBOS also they will probably refund as if you have a good customer relationship with the bank they like to keep you happy.

Also as other users have said dont let on you deal with her accounts online as they may make a note and any future fraud (hopefully none) may not be refunded.

If you deal with most of her accounts could you not get her to either add you to her accounts or put you on as a POA?

willo65

Orford wrote: »

It's worth a try, but they may say they cannot deal with you as you are not the a/c holder


It's touching that you still have the optimism to use 'banks' and 'sympathise' in the same sentence
If you get no joy, that's the next option.

Up unitil the court case banks would sypathise in cases like this, however because of many people reclaiming charges that they have racked up it is now not possible to sympathise. The consumer started the court cases against the banks, not the other way round, why should they now sympathise when most of the country are out for what they can get?

borgbaiter

hi

the consumer didnt want the court case. its been nothing but trouble. was quite happy getting the refunds.

dont see what anything you said has to do with the current thread.


borgbaiter