Hardship accepted, low percentage being offered

whizzkid001

Ok, just spoken to them, and very arrogant indeed!

Basically, they won't increase the sum offered but....they will be happy to consider a NEW claim sent in with appropriate evidence. In other words, we submit a brand new claim and it goes to the back of the queue! Despite accepting our hardship claim, despite it being a priority debt they have already agreed to pay!

natweststaffmember

whizzkid001 wrote: »

Ok, just spoken to them, and very arrogant indeed!

Basically, they won't increase the sum offered but....they will be happy to consider a NEW claim sent in with appropriate evidence. In other words, we submit a brand new claim and it goes to the back of the queue! Despite accepting our hardship claim, despite it being a priority debt they have already agreed to pay!

Accept the amount as amethyst has said and with the same letter ask them to look at the claim again as more priority debt arrears have been incurred as a result of the time it took to make a decision.

whizzkid001

What a shambolic outfit. Now speaking to Milton Keynes Complaints dept, after telling her our offer came from Triton Square, the woman was totally oblivious that they actually dealt with hardship there too, believing that only they, in MK, dealt with hardship claims! I give up lol

whizzkid001

No end to their arrogance - they told me at 2pm today that they were about to deposit a refund cheque into our account. I told her that it had been agreed last week that the amount could be instantly credited to our account, she totally agreed and said she would credit it and to try after 3pm. Well, just got back from my local abbey, 10 miles away, and guess what - the ***** has paid it in via cheque, now another 3 days to clear. That was deliberate and pure spite!

natweststaffmember

whizzkid001 wrote: »

No end to their arrogance - they told me at 2pm today that they were about to deposit a refund cheque into our account. I told her that it had been agreed last week that the amount could be instantly credited to our account, she totally agreed and said she would credit it and to try after 3pm. Well, just got back from my local abbey, 10 miles away, and guess what - the ***** has paid it in via cheque, now another 3 days to clear. That was deliberate and pure spite!

I don't get that and I think you need to ring them and explain that you have been told by a member of their bank charges refund team(or whoever they are that deal with financial hardship) and that they have stated that they would pay an amount directly into your account by internal transfer. They haven't and they appear to have paid it in by cheque which has caused you additional expense and you would like Abbey to consider compensation for the time and expense that it has cost you to go to a bank to be denied the money.
Furthermore I need to ask this question by directly paying it into your account, would it have taken the account back within an overdraft facility or into credit to allow you to draw some of the funds from it?

whizzkid001

The account was at £0.00 so would have been all to our credit. As you will no doubt agree, had it been in an overdraft state, you can bet they would have paid it straight in to clear it!

natweststaffmember

whizzkid001 wrote: »

The account was at £0.00 so would have been all to our credit. As you will no doubt agree, had it been in an overdraft state, you can bet they would have paid it straight in to clear it!

In that case ring them again as most teams who deal with Financial hardship would work until 5pm or 6pm. Ask the question why it wasn't paid directly in since an internal transfer takes 30 seconds once it is keyed.

whizzkid001

The lady at Abbey already did on our behalf - they simply told her that they could only be done like that. Utter rubbish and a complaint will be going off.

natweststaffmember

whizzkid001 wrote: »

The lady at Abbey already did on our behalf - they simply told her that they could only be done like that. Utter rubbish and a complaint will be going off.

Perhaps as well would be worth asking for compensation based on the time and inconvenience and expense of traveling 10 miles when the information was clearly wrong.