A&L have 'r0bbed' me of £98 - what can I do?

carlos1973

Perhaps robbed is harsh or not the right term but that is how I feel.
On saturday night I transferred £100 from my A&L savings a/c to my A&L current a/c, Immediately afterwards I transferred £100 from my A&L current a/c to my NatWest current a/c. Both transfers were carried out using A&L's internet banking and using the faster payment scheme.
I did this to cover 2 DD's and 2 POS payments that were due out on Monday and Tuesday.
I have now discovered that my A&L a/c has £100 too much in it, and my NW a/c has exceeded it's OD limit by £49. This is because the transfer to NW didn't happen.
This will now cost me £28 for exceeding my OD Limit and 2x £35 for Card Misuse. NW have said that there is nothing they can do, our history is not good as they have just paid back £951 of charges after I took them to the ombudsman.
A&L claim that the second transfer was never requested, although this is absolute rubbish as I completed all of the steps required and had the transfer confirmed.
I have phoned A&L today but to no avail, I'm currently waiting for a manager to call me back, the person I spoke to laughed at me when I said that they should pay the charges from NW, I said this was fantastic customer service and demanded to speak to her manager.
What rubs salt into the wound is that I have not had charges since August last year and have managed my money well, clearing £800 credit card debts and reducing my overdraft from £2300 to £250. I now no longer regard myself as in Financial Hardship and feel that I've been put back to square one, as I can not afford to lose £100 for something that is not my fault.
Any advice as to what I can do?

D1zzy

Don't have an A & L account anymore so can't check - but I seem to remember when logging out they give you a list of all recent on-line activity. As a starter can you confirm there, that you requested the transfer & screen print it as proof of your request

carlos1973

Thanks Dizzy for your reply. I will certainly be saving the confirmation page in future, although it impossible to do now. Many thanks for your advice.
I know this will make me popular but here goes. To the other 142 people who read this post, I can't believe no-one else had anything to say!!
What is the point of a forum if no-one replies? I guess MSE is no longer the place to get help & advice.

YorkshireBoy

carlos1973 wrote: »

...although it impossible to do now.

You can view your historic activity, not just what you've done during that particular session.

Can't remember exactly where it is, but from memory it's a menu option down the left hand side. Take a look at the date in question and see what's registered.

I know this will make me popular...

:rotfl: Are you sure? Presumably you meant unpopular?

Here's some advice for you...being as FP's (and especially with A&L) are still a bit hit and miss, for the sake of a couple of minutes why not log into the other account to check the money's arrived?

fablad75

Not everyone who reads is able to help or offer any advice.

flossy_splodge

carlos1973 wrote: »

Thanks Dizzy for your reply. I will certainly be saving the confirmation page in future, although it impossible to do now. Many thanks for your advice.
I know this will make me popular but here goes. To the other 142 people who read this post, I can't believe no-one else had anything to say!!
What is the point of a forum if no-one replies? I guess MSE is no longer the place to get help & advice.

What's to say?
Their customer service stinks.
I have a current account with them and had a lot of trouble in the beginning. I spoke to a supervisor, explained my dissatisfaction (to do with their instructions being open to misinterpretation) and they repaid the charges they had levvied.
On the other hand my DD had a joint account with her then flat mate to pay their bills through and it has been a complete disaster. No help from A&L at all and problem still not resolved months later.
Solution?
Leave A&L. If enough do, they might up their game. Just might.
I shall be doing so as soon as my 12 months is up (terms of my account) and returning to LLoyds where luckily I kept the account open 'just in case'.
Seems you have a decision to make in the event they do not engage with you and your dissatisfaction.
Good luck.

System

you have DD due on a Mon/Tues and decide to cover them on a Sat ?????

Lokolo

carlos1973 wrote: »

Thanks Dizzy for your reply. I will certainly be saving the confirmation page in future, although it impossible to do now. Many thanks for your advice.
I know this will make me popular but here goes. To the other 142 people who read this post, I can't believe no-one else had anything to say!!
What is the point of a forum if no-one replies? I guess MSE is no longer the place to get help & advice.

Because my response would be going against the "Be nice to all money savers", so I didn't reply.

gfplux

Lokolo wrote: »

Because my response would be going against the "Be nice to all money savers", so I didn't reply.

Me too, I just counted up to 10.

flossy_splodge

CHRISSYG wrote: »

you have DD due on a Mon/Tues and decide to cover them on a Sat ?????

Lokolo wrote: »

Because my response would be going against the "Be nice to all money savers", so I didn't reply.

gfplux wrote: »

Me too, I just counted up to 10.

I understand that the OP has been shall we say a little less than savvy in the execution of their banking activities :rotfl:but I think that A&L do offer the poorest customer service.
If they pointed out the err 'error' of the OP's thinking in terms of where they wanted their money to be by a certain time, then no problem but disinterest, rudeness and lack of helpfulness is not acceptable.
None of us is perfect and guidance rather than censure from the bank might have been more productive.:rolleyes:
I think a lot of people put up with the service from A&L because of the attraction of their accounts. I certainly do. But once their competitive edge is lost it's a no brainer to bail from such a poor bank.
Just my opinion.:D