SMILE - not likely!

Magpye

I'm having problems with SMILE at the moment. I was sacked at the start of last year (new job and it was decided my face didn't fit) and struggled to survive on my DH's single low income. I did go overdrawn and as a consequence, SMILE withdrew my overdraft facility, which is at zero, and has been since I started working again in August last year.

I was a bit paranoid last month about going overdrawn, as we had some unexpected bills, and emailed SMILE to ask about getting a small O/D reinstated now that I am clear. I didn't spend anything further on the card that month and remained in credit until my pay went in yesterday - my living money for the rest of the month. I logged into internet banking today and made two bill payments, went to buy ten pounds worth of groceries and found that my card was rejected. Came home, tried to log into internet banking and was advised my security details weren't on file.

I've just tried to get my details from SMILE and they're refusing to give them to me! Eight hundred quid in credit and I can't touch a penny of it for some unfathomable reason. I'm very upset right now as this could literally ruin me - we're on a knife edge with money as it is - please no lectures on profligacy or the like, I haven't had any new clothes or treats that haven't been gifts for nearly two years, so I'm no spendthrift. Money goes on petrol, bills, etc.

Are they allowed to withdraw all facilities for checking or getting at my money without at the very least informing me of it in advance? TIA.

iscrimger

Finally someone else isn't smiling!! I used to love smile but they have slowly worn me down and I'm at my wits end with them to the point I'm in the process of leaving.

I had some unexpected very large bills to pay around a year ago. I had a couple of failed direct debits for £10 2 months in a row as a result. I applied for the charges back and I was then told my overdraft facility would not be renewed. I then incurred a couple more charges for the same direct debit trying to be taken a day early.

They removed my facility and I incurred charges for being in unauthorized overdraft, plus failed debits etc. I complained no end because my salary was being paid at awkward dates which didn't tie in with my bills so I was going to end up overdrawn every month. They still refused.

I let it rest for a couple of weeks then went back like I was going to War in Iraq and I had a part victory! The reinstated my overdraft on a reducing basis - this expires this month.

Now since I joined Smile they have hounded me to join the Smile More Account. I refused... I applied last month and was declined because of my account status. I'm off elsewhere. RBS or HBOS (Who I'm with already as a 2nd account)

I have made an official complaint to Smile/Co-Operative because everything that has happened is connected. I was told my complaint was being investigated by someone higher up but I've yet to hear anything more.

They also withdrew my credit card at the same time.

jambosans

@iscrimger

If you're not credit worthy, you're not credit worthy. If you were not managing your account properly then why should Smile continue to extend you a credit line? You may think it's tough love, but ultimately it is preventing you from building up a debt you cannot afford to pay. If your salary did not tie in with your bills that is your responsibility to fix. If Smile consider you higher lending risk due to account conduct, then I think they are perfectly entitled to remove credit facilities.

realaledrinker

I was locked out the other week from my smile account (different circumstances admittedly). A call to their call centre re-established my security details and the account was available to me again. Have you tried calling them again?

iscrimger

jambosans wrote: »

@iscrimger

If you're not credit worthy, you're not credit worthy. If you were not managing your account properly then why should Smile continue to extend you a credit line? You may think it's tough love, but ultimately it is preventing you from building up a debt you cannot afford to pay. If your salary did not tie in with your bills that is your responsibility to fix. If Smile consider you higher lending risk due to account conduct, then I think they are perfectly entitled to remove credit facilities.

To be honest that comments not exactly helpful because the order of the events suggests the removal of the overdraft is not solely down to the failed direct debits. There were several other factors which back this up which is why I have made an official complaint.

Most of the problems occurred after the overdraft was removed. My salary and bills problem could not have been fixed which you would understand if you weren't in a 'rant about debt' attitude. Not everyone's finances are plain and simple.

jambosans

First off, apologies for resurrecting a dead thread, but I really could not help myself, been a while since I've been on MSE.

iscrimger wrote: »

To be honest that comments not exactly helpful because the order of the events suggests the removal of the overdraft is not solely down to the failed direct debits.

To answer the first part of your response let me quote from your original post:

iscrimger wrote: »

I had some unexpected very large bills to pay around a year ago. I had a couple of failed direct debits for £10 2 months in a row as a result. I applied for the charges back and I was then told my overdraft facility would not be renewed. I then incurred a couple more charges for the same direct debit trying to be taken a day early.

Your original post suggests that this was a possible cause for the overdraft being removed. If it was not, then why mention it? Funnily enough in my original post I did not mention this, I highlighted the fact that if Smile consider you a credit risk then they are entitled to remove your overdraft and other credit facilities.

iscrimger wrote: »

There were several other factors which back this up which is why I have made an official complaint.

Even if "several other factors" back up the overdraft removal decision not being based solely on failed Direct Debits, then why did these "factors" warrant complaint?

iscrimger wrote: »

My salary and bills problem could not have been fixed which you would understand if you weren't in a 'rant about debt' attitude. Not everyone's finances are plain and simple.

Why would I understand this if I was not on a "rant about debt"? You merely said "my salary was being paid at awkward dates which didn't tie in with my bills", which you suggested as reasoning for Smile to put the overdraft back on the account. Like I said before, that is your problem, not theirs.

I agree, not everyone's finances are plain and simple, but if you are presenting a complicated situation without all the facts, then, of course people are going to respond on the information you provide. Ironic how you imply me to be making assumptions about your financial situation when you have just done - in one short sentence - exactly the same with me.

I'm not on the banks side (although I'm sure you will disagree) but I feel factual argument is often replaced with irrational biased customer opinion of the banks on many MSE threads. You could say Smile broke into your house and stole your cat and no one could disprove this as Smile have better things to do with their time. I am not trying to offend you, I am trying to provide a subjective opinion, similar to Smiles rational. Again, I will never know exactly why Smile withdrew your overdraft, but from experience my last post was giving possible reasoning.