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Alliance and Leicester Have stolen my Money. PLEASE HELP.
goldendonna
Posts: 20 Forumite
This is a long story told to many customer advisors. The story so far...
30th January 09.20 – I log on the A+L website to transfer £500 from my current account into my E savings account. The website is running slow. My session timed out during the transfer. I was slightly worried so logged back in 10 mins later.
30th January 09.30 – I log in again, website still slow. My money has left my current account but not ended up in my e savings account. Where is my money?
30th January 09.35 – I telephone the A+L online banking technical helpline. I speak to a young Liverpudlian. He tells me the website has been running slow all morning but to check my balances at mid day, it should be in there then.
30th January 11.50 – Fair enough not quite midday but money is still not in my savings account. I telephone the helpdesk again. Explain the situation and am then told a manager will call me back before 3pm. At this time, whilst still logged on to my bank, I transfer £5. Just to see if this works. It does, and my account is credited straight away.
30th January 14.40 – I receive a telephone message from A+L no number for me to call back, "I tried to call but will call you again another time Miss Jones”
30th January 14.45 – I telephone the number I have called twice before, explain my situation again, and I had a very brief phone message. Was told to check later, about 5/6pm as it should be in my savings account, service is slow today, also told someone would call me back to confirm this.
30th January 17.00 – I log into my account again and the money is still not in my savings account.
30th January 19.45 –I log into my account again and the money is still not in my savings account. Once again I telephone the online banking technical helpdesk (08448001144) explain my situation and told them to read the notes, but still ending up explaining my story, she put me on hold, for 10-15 mins she had transferred me to the savings technical helpline. This man I spoke to had no idea of my story, so I explained the story again.
I transferred £500 from my current account at approx 09.30 this morning, been told all day that the money would go through later. But it has not. Been transferred, Also told someone would call me back...He then tells me very abruptly he can’t do anything, nothing needs to be done the money will go through overnight. He was CERTAIN (I am sure it won’t as it will be the weekend. He did not apologise, for the hassle I have been put through today, his tone of voice was very rude. I accepted this as I was sure I could not do anything at this time. I will check tomorrow, and if not.... I said? It will most definitely be in your e savings account first thing.
31st January 08.30 – Log into my bank on the website again, and surprise surprise, my money has not gone into my E-savings. I take a few deep breaths, and call the online banking technical helpdesk AGAIN.
31st January 08.35 – I call the help desk, (08448001144), wait a while 10 mins, I explain my story again, I transferred £500 from my current account at approx 09.30 this morning, been told all day that the money would go through later. But it has not. Been transferred, Also told someone would call me back...
I am then advised
Advisor. ‘Miss Jones the money is in your account’
Me. ‘it’s not on the website when I log in?’
Advisor. You mean the £5
Me. NO I am talking about the £500
Advisor. Well it usually takes 4 working days to go through onto your account.
Me. No it doesn’t, I usually make this kind of transaction at the end of the month and it transfers straight away. It registers at
The same time.
Advisor. Oh Miss Jones it’s due to the recent activity on the account.
Me. What recent activity?
Advisor. Well as there has been a lot of activity we usually suspend the transactions.
Me. You are making this up as you go along. I am losing the will to live, and being told a different story every time. I want to make a complaint.
Advisor. I am sorry about how you feel Miss Jones, but I can’t do anything till Monday. But I am sure it will be there.
Me. Yeah, I’m sure it will.
2nd February
09.25 – I check the A+L website again. No money in my E savings. I call the technical helpline again.
I explain my story again, I transferred £500 from my current account at approx 09.30 Friday morning, was told all day that the money would go through later. But it has not. I telephoned people on Friday, and Saturday, and nothing, been passed from pillar to post, also told someone would call me back... etc etc
Ok Miss Jones Ill put you on hold, and speak to my manager. I wait 15 mins.
Advisor. ‘Hello, how can I help you?
Me. I don’t think you can, no one can, and I’m a lost cause.
Advisor. Sorry? Can I take your account number?
Me. Why? I have been through this process I am fed up of repeating myself, its XXXXXXX.
Advisor. Name, Address, Last three digits of your debit card?
Me. Donna Jones, 6 Old Orchard, XXX.
Advisor. Give me moment to read your notes; I’ll put you on hold.
Me. Yeah. Waiting 20 mins.
10.10
Advisor2. Hello Miss Jones, I understand you have a transaction that has only half gone through, I am looking into it and will speak to a manager and call you back.
Me. NO NOT INTERESTED, I WANT TO SPEAK TO A MANAGER NOW. Every time I am fobbed off, I have explained my sorry half a dozen times, been transferred to a number of people. My call has not been explained internally by lazy customer advisors then I have to explain my situation again.
Advisor2. Miss Jones I promise I will get a manager to call you later, I am really sorry they are in a meeting at the moment. There meeting will finish in an hour. My name is Victoria my ref number is VCDNEW31. I am a current account service advisor and my manager is Lee McLean. They will call you back. I am certain I can resolve this.
Me. Yes ok, I look forward to hearing from them.
15.30 –Call the helpdesk whilst checking online, repeated above steps again. Offered a call back from a manager, I refused to let a manger call me back. Call the woman a liar like the rest of the customer service team, and tell her she is probably one I have already spoken too. I demand to speak to a manager NOW.
15.30 – I speak to Adrian Booth, at the Leeds office, he advises, and promises to call me back before 5pm. While he reads my notes on the account.
16.25 – Adrian DOES call me back, apologises for the way this has escalated, and assures me the money will be in my account by tomorrow morning. He blames his staff and also gives me the written correspondence address in Liverpool to write to.
I am hoping this money WILL be in my account tomorrow. The story continues...
What I would like to know, is about complaining, I think I have good reason to, Has anyone else has this sort of experience? And what did you do? Am I likely to get any compensation for this, and who is best to write a letter to. I was thinking about sending A+L my mobile phone bills, but the stress has been immense.
30th January 09.20 – I log on the A+L website to transfer £500 from my current account into my E savings account. The website is running slow. My session timed out during the transfer. I was slightly worried so logged back in 10 mins later.
30th January 09.30 – I log in again, website still slow. My money has left my current account but not ended up in my e savings account. Where is my money?
30th January 09.35 – I telephone the A+L online banking technical helpline. I speak to a young Liverpudlian. He tells me the website has been running slow all morning but to check my balances at mid day, it should be in there then.
30th January 11.50 – Fair enough not quite midday but money is still not in my savings account. I telephone the helpdesk again. Explain the situation and am then told a manager will call me back before 3pm. At this time, whilst still logged on to my bank, I transfer £5. Just to see if this works. It does, and my account is credited straight away.
30th January 14.40 – I receive a telephone message from A+L no number for me to call back, "I tried to call but will call you again another time Miss Jones”
30th January 14.45 – I telephone the number I have called twice before, explain my situation again, and I had a very brief phone message. Was told to check later, about 5/6pm as it should be in my savings account, service is slow today, also told someone would call me back to confirm this.
30th January 17.00 – I log into my account again and the money is still not in my savings account.
30th January 19.45 –I log into my account again and the money is still not in my savings account. Once again I telephone the online banking technical helpdesk (08448001144) explain my situation and told them to read the notes, but still ending up explaining my story, she put me on hold, for 10-15 mins she had transferred me to the savings technical helpline. This man I spoke to had no idea of my story, so I explained the story again.
I transferred £500 from my current account at approx 09.30 this morning, been told all day that the money would go through later. But it has not. Been transferred, Also told someone would call me back...He then tells me very abruptly he can’t do anything, nothing needs to be done the money will go through overnight. He was CERTAIN (I am sure it won’t as it will be the weekend. He did not apologise, for the hassle I have been put through today, his tone of voice was very rude. I accepted this as I was sure I could not do anything at this time. I will check tomorrow, and if not.... I said? It will most definitely be in your e savings account first thing.
31st January 08.30 – Log into my bank on the website again, and surprise surprise, my money has not gone into my E-savings. I take a few deep breaths, and call the online banking technical helpdesk AGAIN.
31st January 08.35 – I call the help desk, (08448001144), wait a while 10 mins, I explain my story again, I transferred £500 from my current account at approx 09.30 this morning, been told all day that the money would go through later. But it has not. Been transferred, Also told someone would call me back...
I am then advised
Advisor. ‘Miss Jones the money is in your account’
Me. ‘it’s not on the website when I log in?’
Advisor. You mean the £5
Me. NO I am talking about the £500
Advisor. Well it usually takes 4 working days to go through onto your account.
Me. No it doesn’t, I usually make this kind of transaction at the end of the month and it transfers straight away. It registers at
The same time.
Advisor. Oh Miss Jones it’s due to the recent activity on the account.
Me. What recent activity?
Advisor. Well as there has been a lot of activity we usually suspend the transactions.
Me. You are making this up as you go along. I am losing the will to live, and being told a different story every time. I want to make a complaint.
Advisor. I am sorry about how you feel Miss Jones, but I can’t do anything till Monday. But I am sure it will be there.
Me. Yeah, I’m sure it will.
2nd February
09.25 – I check the A+L website again. No money in my E savings. I call the technical helpline again.
I explain my story again, I transferred £500 from my current account at approx 09.30 Friday morning, was told all day that the money would go through later. But it has not. I telephoned people on Friday, and Saturday, and nothing, been passed from pillar to post, also told someone would call me back... etc etc
Ok Miss Jones Ill put you on hold, and speak to my manager. I wait 15 mins.
Advisor. ‘Hello, how can I help you?
Me. I don’t think you can, no one can, and I’m a lost cause.
Advisor. Sorry? Can I take your account number?
Me. Why? I have been through this process I am fed up of repeating myself, its XXXXXXX.
Advisor. Name, Address, Last three digits of your debit card?
Me. Donna Jones, 6 Old Orchard, XXX.
Advisor. Give me moment to read your notes; I’ll put you on hold.
Me. Yeah. Waiting 20 mins.
10.10
Advisor2. Hello Miss Jones, I understand you have a transaction that has only half gone through, I am looking into it and will speak to a manager and call you back.
Me. NO NOT INTERESTED, I WANT TO SPEAK TO A MANAGER NOW. Every time I am fobbed off, I have explained my sorry half a dozen times, been transferred to a number of people. My call has not been explained internally by lazy customer advisors then I have to explain my situation again.
Advisor2. Miss Jones I promise I will get a manager to call you later, I am really sorry they are in a meeting at the moment. There meeting will finish in an hour. My name is Victoria my ref number is VCDNEW31. I am a current account service advisor and my manager is Lee McLean. They will call you back. I am certain I can resolve this.
Me. Yes ok, I look forward to hearing from them.
15.30 –Call the helpdesk whilst checking online, repeated above steps again. Offered a call back from a manager, I refused to let a manger call me back. Call the woman a liar like the rest of the customer service team, and tell her she is probably one I have already spoken too. I demand to speak to a manager NOW.
15.30 – I speak to Adrian Booth, at the Leeds office, he advises, and promises to call me back before 5pm. While he reads my notes on the account.
16.25 – Adrian DOES call me back, apologises for the way this has escalated, and assures me the money will be in my account by tomorrow morning. He blames his staff and also gives me the written correspondence address in Liverpool to write to.
I am hoping this money WILL be in my account tomorrow. The story continues...
What I would like to know, is about complaining, I think I have good reason to, Has anyone else has this sort of experience? And what did you do? Am I likely to get any compensation for this, and who is best to write a letter to. I was thinking about sending A+L my mobile phone bills, but the stress has been immense.
0
Comments
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If you feel you want compensation then the small claims court is the way you would go.0
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Make a formal complaint. The bank have then got 8 weeks to solve the problem, if not you can go to higher powers.
http://www.alliance-leicester.co.uk/customer-service/complaints.aspx
Write a formal letter explaining everything, including dates and send it off.0 -
Really? I have not had my £500 yet, but it was mine anyway, just a case of itbeing lost in Cyberspace. I was hoping to write a letter, and ask them what they can do for me? I am also considering switching banks due to this.0
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Ring Group Customer Relations (ie complaints) directly on 0116 200 4444. This number used to be on the page Lokolo linked to, but they removed it a while ago. You'll find other cheaper numbers at www.saynoto0870.com
Have to say though, you do seem to have incurred substantially more costs than should have been necessary, ie making all those calls to 0844 numbers. Hopefully they'll reimburse you, but they (or the FOS) may say you didn't mitigate your costs.
After all, it wasn't the end of the world was it? I mean, you were simply moving some spare cash to your savings account...not making a mortgage or credit card payment.
So, as to 'compensation'? How about £2 for calls and 25p for lost interest (in the savings account). Would that suffice?
Anything else would be 'goodwill'.0 -
Well, in my opinion you are over-reacting. They have not "stolen your money", they have made a mistake. There has been a technical problem on the site. Do you need this cash to meet financial commitments immediately? If so, then you should escalate the issue. If not, I would leave them for a couple of weeks to sort it out.
They really don't do these things on purpose, it's just human error which has created a technical error on the site and this has been exacerbated by a poor customer service response.
HBOS have 50k of my ISA cash somewhere in cyber-space but I know they haven't stolen it, they've just messed up. I have written to them with a formal complaint and I will simply wait for them to resolve it. I don't need the cash now and I know it will ultimately be corrected.
Relax...;);)
All the above is completely withdrawn if you desperately need the £500 to meet financial commitments as opposed to it simply being savings.
Andrew.0 -
This sounds like the sort of customer service I get. If something can go wrong, it will go wrong.
Write to them, ask for £25 to cover reimbursement of expenses and goodwill in view of the run around you've been given. Or for a bunch of flowers if that would cheer you up more.
Normally it's not the individual advisors' fault, it's the system/process. But the managers are paid to take the responsibility, so feel free to have a go at them.Mortgage Free thanks to ill-health retirement0 -
Hi. Firstly very well written post.
I think everyone can see the distress it is causing you. I have had a few dealings with AL customer services. I have always found them to be very helpful and they have actually called me back when promissed. Unfortnately I think you are going to have to persist here. Even if it does mean you have to repeat yourself 5 more times.
I do not think your money has been stolen. Just temporarily misplaced and needs smeone to track where it is.
As yorkshireboy says use saynoto0870 for a cheaper call.
With regards to compensation, I doubt you will get any, possible a gesture of good will though.
try to remain calm when speaking to customer services. they will be a lot more helpful if you do.0 -
Do not waste your time on the telephone.
Write to them and make an official complaint. It is the only way to get anywhere, as I have found from personal experience.
Send your letter recorded delivery as well and make sure you keep a copy of everything.0 -
Do not waste your time on the telephone.
Write to them and make an official complaint. It is the only way to get anywhere, as I have found from personal experience.
Send your letter recorded delivery as well and make sure you keep a copy of everything.
I agree. That's what I've done with Halifax and I've had a couple of holding letters assuring me they are working on it. Frustrating, but I just need to be patient.0 -
Made several complaints with A&L. Received nearly £400 in 'goodwill' (NEVER asked for compensation, and always let them make the offer). Never written a letter. Always used the number I gave earlier.Do not waste your time on the telephone.
Provided you're clear and concise (OP will need to bear this in mind
) on the phone , the complaint will be dealt with equally as well as one made in writing. Be sure to take a reference number before hanging up. 0
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