Bank of Scotland

skyelo69

Hi there,

I am wondering if anyone can provide me with some advice. On Friday of last week, I made a transfer through online Banking to transfer money to another account. I wanted this transfer to take place on the 26th Aug, however, I didn;t realise I selected the 24th and it wasn't until the Monday Evening when I checked my account that the funds had been taken out leaving me £3.45 over my overdraft. I transfered money in to this account to cover this and went in to the branch on Tuesday 25th to pay in money. (which was why i wanted the transfer out on the 26th) I asked the girl if there was any charges pending and she replied no. When I arrived home from work on Tuesday evening, I had an e-mail from the bank informing me that I had a £35 charge coming out on the 8th sept whcih was the Payment fee, and a further £28 coming out in 30th Sept which is the admin fee.
I called the bank to tell them that it was a genuine error and could they refund it. They declined as they said that I had already had a "goodwill gesture" back in May, and we need to treat all customers the same. The Goodwill Gesture in May was I didn't realsie that the bank waited 3 days to take the funds out. I had never used online banking before. This has been a genuine error and I am unhappy that they wont help me out. Being charged £63 for being over my overdraft by £3.45 seems so unfair.

Has anyone else been in a similar situation, and what advice can you give me?

Thanks v much.

natweststaffmember

Many people have been in similar circumstances so I think you need to start the process of reclaiming the charges back.

skyelo69

Thanks! I am so annoyed! It really infuriates me!!!!

natweststaffmember

skyelo69 wrote: »

Thanks! I am so annoyed! It really infuriates me!!!!

I'm not surprised it would really annoy me especially when you asked a member of staff as to whether you would be charged and they gave you incorrect information.

skyelo69

ARGH!!! Before I sent the letter away, i thought I would have one last attmept at calling the online banking. It is so frustrtating as when i asked the customer servcie staff to put me through to a manager on 2 occasions I have been told "they will just tell you the same as me" after 3 attempts, I managd to speak to a manager and she said that there is nothing she could do, I even suggested halfing the cost and she was like "no, i can't do that" I asked to be put through to customer care and she sauid that they were closed and they would pretty much say the same thing! so the letter has been drafted. she asked me if I would like her to forward my complaint to customer care but said If they did, I wounldnt be able to speak to them about it! so, I will call customer care on Tuesday and depending on the outcome - send the letter!! I now just need to wait.

Ok - Rant over!!!