£10 taken, but no documents received!

tick3tz

I sent a letter to Halifax on the 19th January requesting my summary of bank charges. When I did this I put my new (as of March 08) address on the letter, having not used my Halifax account regularly for the best part of 18 months Halifax have my old address (my parents house) on their system.
I today received a letter back stating that because they have the old address they can not provide me with the details and I must return the letter along with details of my old address, I have no problem with this as this is just following security. What I do have a problem with is the fact that they cashed the cheque (£10 from my Halifax account) which took me overdrawn by £9.70ish and for which they are charging me £63 for! I take responsibility for the fact that I should have ensured the money was in the account, but surely they should not have cashed the cheque thus taking me overdrawn if they were not going to send the requested documents?

I rang them about 15 minutes ago and asked to speak to a manager, the person on the phone said I needed to speak to another department who had conveniently just closed until Monday. I told him I was unhappy and wanted to speak to his manager and he said he would transfer me, he put me on hold and 15 minutes later I was still on hold! How can banks get away with treating customers this way?

natweststaffmember

The bank can if you issue a cheque on your account. Remember, cashing the cheque, is the first part of the process. They have 40 days to provide the details(personally, I would have got the address details correct first). Bank charges departments dealing with these sorts of complaints will have helplines available monday to friday and not weekends.

lyndsayx_2

I was told by HSBC a while back that they have to send anything out to the address they have on record, so they have probably posted it to your old address.

tick3tz

Personally you would have remembered? Not to be argumentative, but you can not 100% state that unless you are in the same cicumstances as I am. Not using the account for 18 months some time makes you forget.

I understand that they have 40 days to process the request, but surely they can not take payment from somebody's account without sending the details requested, what if the person in question can't respond to the letter within 40 days, would they then need to send another cheque?

natweststaffmember wrote: »

The bank can if you issue a cheque on your account. Remember, cashing the cheque, is the first part of the process. They have 40 days to provide the details(personally, I would have got the address details correct first). Bank charges departments dealing with these sorts of complaints will have helplines available monday to friday and not weekends.