Bank staff set up credit card without asking

zkw29

Quick question. I have a meeting with the bank tomorrow morning to discuss a complaint and wanted to go in knowing what to say and what to expect.

To save going into loads of detail about how the situation unfolded, basically I went into the branch today and the member of staff I was speaking to tried to get me to sign a credit card application without me knowing (they hid it amongst other things I had to sign). I told him I was really annoyed and obviously didn't sign it. Stupidly I left without the paperwork or getting a manager as I thought there was nothing more that could be done as I hadn't signed the application.

When I looked at my internet banking when I got home the credit card has been set up without my knowledge, consent, signature or anything. I now have a meeting with the branch in the morning to discuss my complaint. Of course, the first thing I want done is the card cancelled and the manager made aware of this staff members actions - both of which I am sure will happen. I also want any record of my 'application' removed from my credit file. Will they do this based on my word that I didn't ask for it as there isn't really any proof I didn't?

I know you guys are full of useful knowledge and experience , so is there anything I'm missing or any useful law/regulations I can quote at them?

Edit: maybe it wasn't such a quick question after all

Extant

If you were credit scored - i.e. it was not agreed based on an internal score at the bank - then the branch is unlikely to have the ability to remove it from your file. I don't think I've heard of any retail bank giving their staff that ability - it'd be a head office thing, most likely.

zkw29

BarclaysManager wrote: »

If you were credit scored - i.e. it was not agreed based on an internal score at the bank - then the branch is unlikely to have the ability to remove it from your file. I don't think I've heard of any retail bank giving their staff that ability - it'd be a head office thing, most likely.

Thanks BarclaysManager, I hadn't thought about it just being based on an internal score (it was a student credit card so I guess there's a possibility that could be the case). That's something else for me to check tomorrow.

naijapower

Whether it is removed by branch or main office, it still amounts to removal. The long and short is that the check was not authorised, hence it should be removed.
They cannot give you more stress by directing you to another office. The branch that made the error should be your point of contact

zkw29

naijapower wrote: »

Whether it is removed by branch or main office, it still amounts to removal. The long and short is that the check was not authorised, hence it should be removed.
They cannot give you more stress by directing you to another office. The branch that made the error should be your point of contact

That's what I was thinking as well. I don't expect the person in the branch to do it personally, but I would expect them to take responsibility for getting it done on my behalf.

I was really just a bit concerned that they could simply refuse and say I must have asked for it as their staff don't lie.

jonesMUFCforever

If you asked for it you must have signed for it - if they cannot produce your signature on the application then you didn't ask for it.

CG19a

On the credit score thing, I had a problem with opening an RBS account where they credit checked me 6 times for 2 accounts. I did complain in the branch and the manager was able to get the searches removed. I don't know if he was able to do this himself or if he had to go through someone, but it is possible to get it fixed.

never-in-doubt

zkw29 wrote: »

Quick question. I have a meeting with the bank tomorrow morning to discuss a complaint and wanted to go in knowing what to say and what to expect.

To save going into loads of detail about how the situation unfolded, basically I went into the branch today and the member of staff I was speaking to tried to get me to sign a credit card application without me knowing (they hid it amongst other things I had to sign). I told him I was really annoyed and obviously didn't sign it. Stupidly I left without the paperwork or getting a manager as I thought there was nothing more that could be done as I hadn't signed the application.

When I looked at my internet banking when I got home the credit card has been set up without my knowledge, consent, signature or anything. I now have a meeting with the branch in the morning to discuss my complaint. Of course, the first thing I want done is the card cancelled and the manager made aware of this staff members actions - both of which I am sure will happen. I also want any record of my 'application' removed from my credit file. Will they do this based on my word that I didn't ask for it as there isn't really any proof I didn't?

I know you guys are full of useful knowledge and experience , so is there anything I'm missing or any useful law/regulations I can quote at them?

Edit: maybe it wasn't such a quick question after all

Who is your bank?

opinions4u

1) This should not have happened.
2) Any mark on your credit file MUST be removed.
3) While it is up to the bank to decide, I would personally expect discipliniary action taken against the staff member. I wouldn't exepct this to be shared with the customer though.
4) You should be compensated for this. £25ish sounds about right to me. If you don't ask, you won't get.
5) I would expect them to have similar complaints against the same staff member, or sales patterns that support what you say.

zkw29

Thanks everyone for your responses.

I had the meeting this morning and spoke to a couple of managers who seemed to take it seriously. I didn't get the original person's name and that seemed to be a bit of an issue. I would have thought there would be a clear computerised audit trail but I'm sure they'll find who it was eventually.

The manager said he would look into it further and get back to me. He said he didn't know if it was possible to remove the credit search they had done but, thanks to MSE, I was able to assure him it was possible so he said he'd look into that as well.

zkw29

opinions4u wrote: »

1) This should not have happened.
2) Any mark on your credit file MUST be removed.

I agree

opinions4u wrote: »

3) While it is up to the bank to decide, I would personally expect discipliniary action taken against the staff member. I wouldn't exepct this to be shared with the customer though.

opinions4u wrote: »

5) I would expect them to have similar complaints against the same staff member, or sales patterns that support what you say.

I'm happy to leave it to his managers to decide what action, if any, to take based on their experience of the staff member and I wouldn't expect them to share that with me.

Personally, I doubt the guy will admit to what he did so I guess it will come down to my word against his and all his managers will do is make a note in case a similar situation happens again.

opinions4u wrote: »

4) You should be compensated for this. £25ish sounds about right to me. If you don't ask, you won't get.

I'm not interested in compensation - I haven't lost out financially. As long as they deal with the complaint quickly and satisfactorily, cancel the card and correct my credit report I'll be satisfied.