HELP! Standign Ordering sent me over overdraft! charged £70

MarsdenCuckoo

You're very welcome cozboz and sorry if my initial comments were overly harsh; glad I've now managed to help.

In view of the time lapse, I'd send the letter to the branch where you opened your main account. Strictly speaking it shouldn't make a difference but you never know.

If they come back with a flat refusal, then post up again and/or PM me and I'll gladly see if I can help again. Sometimes people get fobbed off but get the end result they're after if they persevere. Mentioning goodwill, etc. can sometimes help and, of course, you can take it to the Financial Ombudsman but you first have to exhaust your bank's complaints dept. first.

In essence, in any letter of complaint, it's always a good idea to start off with a compliment, state your problem as concisely as possible but giving full details of ref./account nos and then end with a request for what you want.

Good luck.

PS: Make sure you keep a copy of your letter; give them 3 weeks or so to reply and if you don't hear anything, send a very curt 'Further to my letter of ... Dec (copy enclosed) I should be grateful for the courtesy of a reply.'

cozboz

DO you think it would be better to wait a couple f weeks to send this letter because of oft thing etc?

esmerellda

The OFT decision shouldnt affect your complaint no.

MarsdenCuckoo

Agree with Esmerellda - send the letter asap. The recent ruling has no impact on your case and the longer you leave it then the less likely you are to be successful i.e. you do have a 'duty of care' over your own financial situation and if you leave it too long it could signal that you're not that bothered (and possibly just trying it on because of what you've read in the press)......:rolleyes:

BigBudgie

Thanks Marsden, great work.

BigBudgie

Any news CozBoz?

cozboz

Hi guys, i've been away as have been waiting for a reply from the bank in question....I was a bit suspicious that they may have read the letter and threw it in the bin but lo and behold yesterday i received a reply....it was dated 13th of jan apparently :question:

Anyway ...the letter starts by saying thanks for the letter and sorry that i am unhappy with the service that i have currently received etc...

The letter then says I have checked with other records and agree that the standing order has been cancelled as the December payment was not made but unfortunately as it was cancelled on-line i am unable to verify the date of cancellation. To confirm the date of cancellation you will need to contact our on line banking helpline number**** and they will be able to help you. I will be un able to refund any charges until we have this confirmation.

Please let me know if you remain dissatisfied by either phoning me on the number above or writing to me. If we cannot reach agreement then you will have the right to refer you complaint to the financial ombudsman service, but i do hope that will not prove necessary. If i dont hear from you by eight weeks from this dat *13th* i will regard your complaint as closed.

Im not lking the sound of this letter...as tbh im sure that one of the standing orders had gone through before that i though i had cancelled it online so there not even taking into account that a standing order (i again state BETWEEN MY OWN ACCOUNTS!) is the only reason i went overdrawn ... and if there is no proof of whether the cancellation went through online are they actually going to turn round and tell me that the charges are justifiable :mad:

On top of these two charges i have seen that i have been charged a third during the same period... This is because i didn't know that i was being charges at the time i got some money paid into the account and the next day took it out (unknowingly that the following week i was receiving a bank charge for my account going overdrawn (due to standing order) so the charge has gone out (taking me overdrawn) and then they have charged me on the charge that took me over my overdraft :eek:)

This is getting ridiculous...:mad::mad::mad::mad::mad::(

MarsdenCuckoo

Hi again cozboz,

Might I suggest you take it one step at a time? Ring the tel. no. they've given you and ask for confirmation of the exact date you cancelled the SO. (Ask if it's possible for them to send you written confirmation too -the more evidence you have, the better your chances of getting this resolved either through the bank or ultimately the Ombudsman.)

Hopefully, that will bear out what you thought you did and you can then revert to your bank from a position of strength to get all your charges cancelled and/or at least minimised.

Stay positive in your firm belief that you are in the right and hopefully will be able to ease this through. (Seems to me that your bank are intimating they are wanting to help you but they just need some more info. first.... )

Fingers crossed!

davidgmmafan

"and if there is no proof of whether the cancellation went through online are they actually going to turn round and tell me that the charges are justifiable"

I agree that there is a bit of a negative tone to the letter, your complaint is in part about thier online service so it does sound a bit of a fob off. Thier uncertainty suggests you may have a good chance of success.

However concur with the advice given, jump through the hoop if only to support a potential complaint to the FOS. You need to be vigilent and make sure you distance yourself from people who are reclaiming charges generally, far better to try to get this issue resolved with a goodwill gesture.

Good luck and keep us posted.

cozboz

Hello all i have rang the number that was given and surprise surprise there is no proof :mad: (my dad reckons that they knew this before had which is why they angled the letter in that way). Anyway im not quite sure how to respond knowing that there is no proof that i cancelled the DD.